Today, for the first time ever, I got to speak with a friendly Rogers Customer Care person. We needed to change addresses, and get a new installation, and he made it SO easy! It was amazing. Unfortunately, I forgot to ask his name.
After I got off the phone with the nice Customer Care person, our cable modem immediately began flashing 4 orange lights, and we were offline. I called Customer Care again, and they said that unfortunately there was a glitch in your system and instead of transferring the internet service to the new address next Saturday (when we move), it had transferred it immediately, and they would need 20 mins to fix it, at which point in time they would call me back. Fair enough.
They called back 1 hour later, and needed the serial number from my modem. They would call back again later.
They called back a few minutes later and said that they’d fixed the problem and that our internet was back on (which it was). Great! So just on a whim I asked her to confirm that my address transfer was still on for Saturday, and the new installation was on for Sunday — pause — silence. “No Sir, our system can’t handle that. You’ll have to call on the day you want to disconnect and book a new installation appointment then.”
What? I already had an appointment made! It’s gone? So, now I have to call the day I move and book a new installation appointment. That means I’ll lose at least 1 more business day of work (in addition to today) in a month where my schedule is already jam-packed with deadlines and all the issues associated with moving.
However, I had no choice, and had to wait. So, I went out to the living room to watch some Star Trek Voyager, and guess what… that’s right, our cable television was still disconnected. I could not bare the thought of one more conversation with Rogers that day, so I just decided to forget about it and go without TV for the last four days that I’d be at that address. I was annoyed, but not enough to deal with your ‘customer care’ system again.
Finally, Friday rolls around, and I begrudgingly call Rogers back to book my new installation appointment for Sunday. I speak with a nice young man who seems happy to help me, and I give him all of my information (since it had not been saved from my previous appointment), and everything is coming along nicely. I agree to let him put me on hold for a second while he schedules an appointment for Sunday. “Hello, this is Steve at Rogers Repair, how can I help you?” is what I hear next. Perplexed, I say, “I was just on hold and he told me he’d be right back – I’m trying to book a new installation.” to which he replied “I have nothing to do with that, who are you? You need to be speaking with our business department.” After a small, frustrating, conversation wherein I give him my personal information again, he transfers me to the business department, who, magically, appears to know everything and says “yes, sir, your booking is fine for Sunday.”
I was relieved to hear that, but also skeptical. How could she say that so quickly without me telling her anything? I said “Are you sure that you have an installation booked for 55 Lorindale Ave, Suite W107, and a corresponding disconnect at 63 Braemore Garden?” and she said “Yes”, and I asked “And when will the technician be doing the installation?” and she said “Sunday, between noon and 5pm”. I asked her to once more confirm the details, just to be sure, and so she did. Great. “Thanks for choosing Rogers”.
So, on Sunday we had some running around to do, getting new things for the house, and groceries etcetera… However, someone had to be there to receive your Technician, so we hired a friend to sit and wait for the technician. We returned at 4pm only to discover that your technician had *NEVER* arrived.
At 4:10pm on August 25th (10 minutes after arriving home) I called the Rogers call centre to confirm my booking for that day. After waiding through several levels of voice-mail hell, I was able to speak with a real, bonafide person, who happily told me “I’m sorry Sir, it says here that you cancelled your appointment on August 19th” — the day I had made the initial booking, which YOU, ROGERS cancelled due to your incompetent software. I told him about the subsequent booking I had made during a muddled 3-Rogers-Representative conversation on Friday — and he said they musn’t have known what they were doing. No surprise there.
I was furious, and demanded that he get me an appointment for that day — he said he couldn’t. I demanded that I be put in touch with a supervisor, but he said he couldn’t because the centre was very busy and there was no supervisor around. I said, “Well, if it’s very busy there MUST be a supervisor around”… He said that he would contact his supervisor on my behalf and relay my concerns, so I asked how he was going to contact him. I asked for his phone number, but he wasn’t allowed to give me that. He did, however, give me the email SidMahraj@rci.rogers.com – who is apparently a “Floor Supervisor”, but who I suspect is just a Complaints Manager. Well, Sid, I hope you can help me with all of my concerns with Rogers.
You see, the real problem is that this is not an exceptionally bad experience with Rogers: for my friend and I it is an AVERAGE experience with Rogers. We have yet to have a good experience with Rogers (except for the aforementioned friendly Customer Care person, whose niceness was impotent due to a fault in your organizational systems).
To elaborate by way of example, previous to this encounter with Rogers my housemate and I have (seperately) twice been threatened to be taken to court for not having returned our cable modems after moving — however, both times we had had returned them, and both times we had the foresight to get signed receipts by the Rogers technicians. Without them, we would have had to pay you $1400 for YOUR errors.
Throughout the last year our internet connection has been shoddy to say the least – flickering on and off several times per day. As freelance web developers who work from home, this has been a horrible inconvenience. We thought of switching to Bell Sympatico HSE, but our 3Com Homeconnect phoneline networking cards cannot coexist peacefully with Bell’s modem – hence we were stuck with Rogers. On the other hand, our phones ALWAYS work, and Bell’s left hand is always aware of what its right is doing. In contrast, I believe that Rogers is actually a single individual, who happens to be schizophrenic, and has farmed out all of its bodily functions to different personalities who do not communicate with one another.
Being a Rogers Customer is costing my home-based internet consultancy money. Not expenses for the connection, but time and wages, because I can’t make a living when I’m offline. Please consider granting us a 100% credit for our installation in order to help patch our relationship. Otherwise it may be simpler for us to buy new networking gear compatible with Bell HSE, write a few articles, and to create a website detailing all of our bad experiences with Rogers.
Freelance Web Developer & Writer