Newbie
Posts: 4 
February 12th, 2007, 09:55 PM
I have an interesting experience to share about Rogers.
In March 2006 after many problems a Rogers Pay and Talk supervisor suggested a $100.00 annual subscription. I set up the phone and all went well until it came time to renew. I went to Rogers bought another $100.00 recharge and tried to add the time to the phone. After an evening of tryiing, I got up at 5:00 am (Rogers operates on Eastern Time) and finally got a person who checked the number and told me that there was a problem and to hold on. She then hung up the phone. I called back and spoke the next person who told me the $100.00 recharge is only good for GSM phone. I asked how to get the $100.00 back. I was told to mail it to Rogers and wait 6 to 8 weeks for a refund. I asked to speak to a supervisor and she told me she would see if she could get me an upgrade phone. That was the last I heard from this person.
Six weeks has passed, still no refund. Visa will start an investigation if I have ot received the refund after 8 weeks. Can you imagine if I didn't pay Rogers for 8 weeks? I am now going to try the $100.00 pre-pay with Virgin. Now that I can't trust Rogers, I am changing my home phone, my two phones on monthly subscriptions, cancel my Video membership and my magazine subscriptions.
I was paying Rogers over $300 per month for various services. They are too big and powerful and the only way to deal with them is to cut their customer base.
I have an interesting experience to share about Rogers.
In March 2006 after many problems a Rogers Pay and Talk supervisor suggested a $100.00 annual subscription. I set up the phone and all went well until it came time to renew. I went to Rogers bought another $100.00 recharge and tried to add the time to the phone. After an evening of tryiing, I got up at 5:00 am (Rogers operates on Eastern Time) and finally got a person who checked the number and told me that there was a problem and to hold on. She then hung up the phone. I called back and spoke the next person who told me the $100.00 recharge is only good for GSM phone. I asked how to get the $100.00 back. I was told to mail it to Rogers and wait 6 to 8 weeks for a refund. I asked to speak to a supervisor and she told me she would see if she could get me an upgrade phone. That was the last I heard from this person.
Six weeks has passed, still no refund. Visa will start an investigation if I have ot received the refund after 8 weeks. Can you imagine if I didn't pay Rogers for 8 weeks? I am now going to try the $100.00 pre-pay with Virgin. Now that I can't trust Rogers, I am changing my home phone, my two phones on monthly subscriptions, cancel my Video membership and my magazine subscriptions.
I was paying Rogers over $300 per month for various services. They are too big and powerful and the only way to deal with them is to cut their customer base.
^^^^^^^^^^^^^^^^^^^
Posts: 6,470 
Videos: 5
Location: Newfoundland!
Videos: 5
Location: Newfoundland!
February 12th, 2007, 10:06 PM
not a new story. customer gets screwed by giant company. we've all had something like that happen.. basically u can either fight (which cost as much as it earns) or u can suck it up and remember you don't matter
not a new story. customer gets screwed by giant company. we've all had something like that happen.. basically u can either fight (which cost as much as it earns) or u can suck it up and remember you don't matter
Bright Spark
Posts: 315
Location: Atikokan, Ontario
Location: Atikokan, Ontario
February 13th, 2007, 12:42 AM
How on earth do you not have a GSM phone at this point on the Rogers network? Besides making up about 99% of the phones being used by Rogers customers (and the other percent to soon be phased out completely) and the fact that any Rogers store (and many online places that sell unlocked GSM phones) can get you set up with one, I'm surprised.
Phone them back; it seems like you've given up far too quickly! Their customer service is terrible (and it's sad that you're basing the entire company on their outsources customer service reps), but if you sit back and wait for something to happen for a month and a half, don't be surprised if SFA happens.
If you didn't pay back Rogers for 8 weeks you could be damn sure they'd be at your door every day looking for it, and that's the attitude you need to adopt. Sadly, if often takes persistence to get something done with these companies (and working for Rogers I can attest to it), but if you demand to talk with their retention department and tell them how dissatisfied you are and how you are going to leave all their other services they WILL do something. You just have to get past the level 1 tech on the phone.
1. Be persistent. Tell them you've spoken to several techs on this matter, and use your name and phone number as a reference. Ask them if they can see the previous calls that you made, and ask on their status.
2. Tell them how dissatisfied you are, and that you would like to speak to a representative in the retentions department, or you will cancel all of your services right then and there.
3. Always get at least the employee number (and usually first name) of the person you are speaking to, and be sure to leave a phone number with them (or get a direct line number, which they do have) in case of a disconnect.
4. Ask for a GSM phone at a discount rate, even if it's a secondhand one it will still be better than nothing. If you load the time on it and decide to get a different phone later on, it's easy enough to pop the SIM card out of it and into the new phone.
Best of luck, but don't think Virgin will be any better. It's an even larger international company who is piggybacking off of the Bell network here in Canada (and is in fact owned 50% by Bell), and their tech support is based primarily in India, just like every other cell phone carrier. The same accidents can happen, and the same results are just as likely.
How on earth do you not have a GSM phone at this point on the Rogers network? Besides making up about 99% of the phones being used by Rogers customers (and the other percent to soon be phased out completely) and the fact that any Rogers store (and many online places that sell unlocked GSM phones) can get you set up with one, I'm surprised.
Phone them back; it seems like you've given up far too quickly! Their customer service is terrible (and it's sad that you're basing the entire company on their outsources customer service reps), but if you sit back and wait for something to happen for a month and a half, don't be surprised if SFA happens.
If you didn't pay back Rogers for 8 weeks you could be damn sure they'd be at your door every day looking for it, and that's the attitude you need to adopt. Sadly, if often takes persistence to get something done with these companies (and working for Rogers I can attest to it), but if you demand to talk with their retention department and tell them how dissatisfied you are and how you are going to leave all their other services they WILL do something. You just have to get past the level 1 tech on the phone.
1. Be persistent. Tell them you've spoken to several techs on this matter, and use your name and phone number as a reference. Ask them if they can see the previous calls that you made, and ask on their status.
2. Tell them how dissatisfied you are, and that you would like to speak to a representative in the retentions department, or you will cancel all of your services right then and there.
3. Always get at least the employee number (and usually first name) of the person you are speaking to, and be sure to leave a phone number with them (or get a direct line number, which they do have) in case of a disconnect.
4. Ask for a GSM phone at a discount rate, even if it's a secondhand one it will still be better than nothing. If you load the time on it and decide to get a different phone later on, it's easy enough to pop the SIM card out of it and into the new phone.
Best of luck, but don't think Virgin will be any better. It's an even larger international company who is piggybacking off of the Bell network here in Canada (and is in fact owned 50% by Bell), and their tech support is based primarily in India, just like every other cell phone carrier. The same accidents can happen, and the same results are just as likely.
Newbie
Posts: 4
February 15th, 2007, 10:39 PM
I tried to follow up and was at the point of leaving Rogers and had to check to see if I had any outstanding contract obligations. My land line has another 7 months on a contract, I agreed to, to get 10% off on my Rogers services. Problem is, that the contract is in force but I was not getting the discount. I told them that since they did not meet the terms of the contract that I can cancel at any time. After much discussion they gave me one year retroactive discount on my land line.
I had to phone Rogers Wireless to get the discount on that service. Apparently I was not eligible because I was on a national contract with a large company. This included an annual phone replacement and no contract. They kept replacing the phones and extending my contract without telling me. They finally agreed to give me 5% off my base wireless billing,, $1.50 per month but I am tied until May 2008.
The pre-paid division refused to do anything. It seems that each service is a seperate division and no one knows that the other is doing. There is even a bundle division who just makes things more confusing.
It is too bad, they chose to fight rather than accept their error and make it good. A GSM phone is only $69.00. So far, I had cut voice mail on one of the phones, $60.00 per year I shredded my Rogers Video card. It is going to cost me money but I am also stubborn. My land line is going to Primus in October when my contract ends. The cell phones will go to Primus in May 2008 and yes I am going with Virgin for the pay and talk.
I also used to get Rogers internet when I am working in Ottawa. I am switching to a suites hotel that includes internet.
I have also filed a complaint with the BBB and CRTC.
I tried to follow up and was at the point of leaving Rogers and had to check to see if I had any outstanding contract obligations. My land line has another 7 months on a contract, I agreed to, to get 10% off on my Rogers services. Problem is, that the contract is in force but I was not getting the discount. I told them that since they did not meet the terms of the contract that I can cancel at any time. After much discussion they gave me one year retroactive discount on my land line.
I had to phone Rogers Wireless to get the discount on that service. Apparently I was not eligible because I was on a national contract with a large company. This included an annual phone replacement and no contract. They kept replacing the phones and extending my contract without telling me. They finally agreed to give me 5% off my base wireless billing,, $1.50 per month but I am tied until May 2008.
The pre-paid division refused to do anything. It seems that each service is a seperate division and no one knows that the other is doing. There is even a bundle division who just makes things more confusing.
It is too bad, they chose to fight rather than accept their error and make it good. A GSM phone is only $69.00. So far, I had cut voice mail on one of the phones, $60.00 per year I shredded my Rogers Video card. It is going to cost me money but I am also stubborn. My land line is going to Primus in October when my contract ends. The cell phones will go to Primus in May 2008 and yes I am going with Virgin for the pay and talk.
I also used to get Rogers internet when I am working in Ottawa. I am switching to a suites hotel that includes internet.
I have also filed a complaint with the BBB and CRTC.
Bright Spark
Posts: 315
Location: Atikokan, Ontario
Location: Atikokan, Ontario
February 16th, 2007, 07:58 AM
Do you know anyone with an old used Rogers GSM phone? If you live in a city, there are tons that people are almost giving away because they aren't needed anymore; all you need to get is a new SIM card (about $25 directly from Rogers, or a couple bucks online with Ebay). It could save you some cash if you just want a cheapo phone to use until your time runs up.
Do you know anyone with an old used Rogers GSM phone? If you live in a city, there are tons that people are almost giving away because they aren't needed anymore; all you need to get is a new SIM card (about $25 directly from Rogers, or a couple bucks online with Ebay). It could save you some cash if you just want a cheapo phone to use until your time runs up.
Newbie
Posts: 4
February 17th, 2007, 12:45 AM
Rogers rep told me today that they are giving a GSM phone to people on pre-paid with a non-GSM phone. I asked the rep to repeat the offer and allow me to record it. She refused to allow me to record the offer.
I hope others can take advantage of the deal but it is too late for me. All I want is my $100.00 back. I will buy a phone from Virgin for $69.00 and not have to deal with these people anymore.
Rogers rep told me today that they are giving a GSM phone to people on pre-paid with a non-GSM phone. I asked the rep to repeat the offer and allow me to record it. She refused to allow me to record the offer.
I hope others can take advantage of the deal but it is too late for me. All I want is my $100.00 back. I will buy a phone from Virgin for $69.00 and not have to deal with these people anymore.
Newbie
Posts: 2
April 23rd, 2007, 08:09 PM
Reasons Not to Sign Contracts with Rogers!
Date: Monday April 23 2007
1-How can a company make you prepay for a month of service before you receive the service (and you have great personal credit standings). You pay your bill two days later than the due date, they also charge you an interest fee even though you have a month prepaid.
2-If you been with a company for two years, continuously making payments of 250.00$ so your in credit for 4 months, when you go out of being in credit to owing 60$ they call and harass you. ( They text message as well). They send mail stating that if you don't pay in 24 hours they will disconnect you (for a bill owing of 60$). Also writting that your 60$ bill is an outstanding balance.
3- I had told them I'd pay at the end of the month. The following day I was disconnected. Apparently you have to tell them exactly what day (like the exact day makes a difference), and you have to tell them specifically where you are going to pay the bill (An unacceptable answer of which is " At a Rogers outlet"). I don't know what outlet I'll pay at.Should I be telling them if I'll be wearing sneakers or shoes? Why didn't they ever call to inform me of outstanding CREDITS.
4-So they had cut my cell phone off because I wasn't specific enough. I got them to reconnect it quickly by mentioning in a calm manner: "If you don't reconnect my phone right now, you'll never see a penny from me for 6 to 7 years." Today is April 24 2007, I just finished my last exam ( Electrical Engineering), I checked my mail (as usual) and found a letter dated from April 4 stating that if I did not pay the bill in 5 days of receiving this letter I'd be disconnected and charged a 25$ reconnection fee. (This WAS NOT in my mail on Friday, they disconnected Saturday). I went to a Rogers outlet and tried to pay my bill, the machines were down. I was not surprised. Do I get any compensation for the voyage? If I get charged 25$ I will be very, very unhappy. I asked the lady at Rogers to sign my bill as a witness that I was in to pay and the machines were not working.
5- When you want to get a hold of them you get a very annoying time consuming answering service that you give your information to (account, personal information etc), just so that you get asked the same questions when someone actually answers the phone.
6-I was with Alliant for 7 years and they never called. (They just messed up my bills.)
I'm twewnty seven and am going to be buying a large television, a lady offered me a Sony tv that has an offer with Rogers. I'm not interested in anything from Rogers, ever. I am stubborn and will hold out as long as I can from giving any money to Rogers that can be avoided in the future.
Angie Buchan
3rd year Electrical Engineering
r557p@unb.ca
Reasons Not to Sign Contracts with Rogers!
Date: Monday April 23 2007
1-How can a company make you prepay for a month of service before you receive the service (and you have great personal credit standings). You pay your bill two days later than the due date, they also charge you an interest fee even though you have a month prepaid.
2-If you been with a company for two years, continuously making payments of 250.00$ so your in credit for 4 months, when you go out of being in credit to owing 60$ they call and harass you. ( They text message as well). They send mail stating that if you don't pay in 24 hours they will disconnect you (for a bill owing of 60$). Also writting that your 60$ bill is an outstanding balance.
3- I had told them I'd pay at the end of the month. The following day I was disconnected. Apparently you have to tell them exactly what day (like the exact day makes a difference), and you have to tell them specifically where you are going to pay the bill (An unacceptable answer of which is " At a Rogers outlet"). I don't know what outlet I'll pay at.Should I be telling them if I'll be wearing sneakers or shoes? Why didn't they ever call to inform me of outstanding CREDITS.
4-So they had cut my cell phone off because I wasn't specific enough. I got them to reconnect it quickly by mentioning in a calm manner: "If you don't reconnect my phone right now, you'll never see a penny from me for 6 to 7 years." Today is April 24 2007, I just finished my last exam ( Electrical Engineering), I checked my mail (as usual) and found a letter dated from April 4 stating that if I did not pay the bill in 5 days of receiving this letter I'd be disconnected and charged a 25$ reconnection fee. (This WAS NOT in my mail on Friday, they disconnected Saturday). I went to a Rogers outlet and tried to pay my bill, the machines were down. I was not surprised. Do I get any compensation for the voyage? If I get charged 25$ I will be very, very unhappy. I asked the lady at Rogers to sign my bill as a witness that I was in to pay and the machines were not working.
5- When you want to get a hold of them you get a very annoying time consuming answering service that you give your information to (account, personal information etc), just so that you get asked the same questions when someone actually answers the phone.
6-I was with Alliant for 7 years and they never called. (They just messed up my bills.)
I'm twewnty seven and am going to be buying a large television, a lady offered me a Sony tv that has an offer with Rogers. I'm not interested in anything from Rogers, ever. I am stubborn and will hold out as long as I can from giving any money to Rogers that can be avoided in the future.
Angie Buchan
3rd year Electrical Engineering
r557p@unb.ca
Newbie
Posts: 2
April 23rd, 2007, 08:10 PM
Reasons Not to Sign Contracts with Rogers!
Date: Monday April 23 2007
1-How can a company make you prepay for a month of service before you receive the service (and you have great personal credit standings). You pay your bill two days later than the due date, they also charge you an interest fee even though you have a month prepaid.
2-If you been with a company for two years, continuously making payments of 250.00$ so your in credit for 4 months, when you go out of being in credit to owing 60$ they call and harass you. ( They text message as well). They send mail stating that if you don't pay in 24 hours they will disconnect you (for a bill owing of 60$). Also writting that your 60$ bill is an outstanding balance.
3- I had told them I'd pay at the end of the month. The following day I was disconnected. Apparently you have to tell them exactly what day (like the exact day makes a difference), and you have to tell them specifically where you are going to pay the bill (An unacceptable answer of which is " At a Rogers outlet"). I don't know what outlet I'll pay at.Should I be telling them if I'll be wearing sneakers or shoes? Why didn't they ever call to inform me of outstanding CREDITS.
4-So they had cut my cell phone off because I wasn't specific enough. I got them to reconnect it quickly by mentioning in a calm manner: "If you don't reconnect my phone right now, you'll never see a penny from me for 6 to 7 years." Today is April 24 2007, I just finished my last exam ( Electrical Engineering), I checked my mail (as usual) and found a letter dated from April 4 stating that if I did not pay the bill in 5 days of receiving this letter I'd be disconnected and charged a 25$ reconnection fee. (This WAS NOT in my mail on Friday, they disconnected Saturday). I went to a Rogers outlet and tried to pay my bill, the machines were down. I was not surprised. Do I get any compensation for the voyage? If I get charged 25$ I will be very, very unhappy. I asked the lady at Rogers to sign my bill as a witness that I was in to pay and the machines were not working.
5- When you want to get a hold of them you get a very annoying time consuming answering service that you give your information to (account, personal information etc), just so that you get asked the same questions when someone actually answers the phone.
6-I was with Alliant for 7 years and they never called. (They just messed up my bills.)
I'm twewnty seven and am going to be buying a large television, a lady offered me a Sony tv that has an offer with Rogers. I'm not interested in anything from Rogers, ever. I am stubborn and will hold out as long as I can from giving any money to Rogers that can be avoided in the future.
Angie Buchan
3rd year Electrical Engineering
r557p@unb.ca
Reasons Not to Sign Contracts with Rogers!
Date: Monday April 23 2007
1-How can a company make you prepay for a month of service before you receive the service (and you have great personal credit standings). You pay your bill two days later than the due date, they also charge you an interest fee even though you have a month prepaid.
2-If you been with a company for two years, continuously making payments of 250.00$ so your in credit for 4 months, when you go out of being in credit to owing 60$ they call and harass you. ( They text message as well). They send mail stating that if you don't pay in 24 hours they will disconnect you (for a bill owing of 60$). Also writting that your 60$ bill is an outstanding balance.
3- I had told them I'd pay at the end of the month. The following day I was disconnected. Apparently you have to tell them exactly what day (like the exact day makes a difference), and you have to tell them specifically where you are going to pay the bill (An unacceptable answer of which is " At a Rogers outlet"). I don't know what outlet I'll pay at.Should I be telling them if I'll be wearing sneakers or shoes? Why didn't they ever call to inform me of outstanding CREDITS.
4-So they had cut my cell phone off because I wasn't specific enough. I got them to reconnect it quickly by mentioning in a calm manner: "If you don't reconnect my phone right now, you'll never see a penny from me for 6 to 7 years." Today is April 24 2007, I just finished my last exam ( Electrical Engineering), I checked my mail (as usual) and found a letter dated from April 4 stating that if I did not pay the bill in 5 days of receiving this letter I'd be disconnected and charged a 25$ reconnection fee. (This WAS NOT in my mail on Friday, they disconnected Saturday). I went to a Rogers outlet and tried to pay my bill, the machines were down. I was not surprised. Do I get any compensation for the voyage? If I get charged 25$ I will be very, very unhappy. I asked the lady at Rogers to sign my bill as a witness that I was in to pay and the machines were not working.
5- When you want to get a hold of them you get a very annoying time consuming answering service that you give your information to (account, personal information etc), just so that you get asked the same questions when someone actually answers the phone.
6-I was with Alliant for 7 years and they never called. (They just messed up my bills.)
I'm twewnty seven and am going to be buying a large television, a lady offered me a Sony tv that has an offer with Rogers. I'm not interested in anything from Rogers, ever. I am stubborn and will hold out as long as I can from giving any money to Rogers that can be avoided in the future.
Angie Buchan
3rd year Electrical Engineering
r557p@unb.ca
