Well, Rogers is at it again with silly behavior and glaring stupid customer service. My colleague, Stephen Spencer, recently decided to switch from Bell Wireless to Rogers after getting an agreeable plan for 5 Blackberry Curve phones. He was outfitting his family with a new set of phones and after some haggling got the deal he wanted. The Rogers rep passed the deal through and told Stephen that he would get the new phones in a few days.
A week goes by and no phones arrive. Given that it was the Easter long weekend, Stephen let it slide, figuring that things could get backed up with the holiday. Another week goes by with nothing, no phones, no contact, nada. Stephen’s wife calls Rogers who assures her that everything is processing and they should get the phones soon.
Of course another week goes by and Stephen still hasn’t received the phones, so he calls in, get a rep on the line who tells him that he needs to provide further proof of who he is. Stephen faxes in the required documentation, and guess what…yep, nothing at the door.
More time passes, Stephen still has not received the phones and on the next call is told that the order ‘appears fraudulent’ and that its been passed onto the Rogers team that handles these types of issues. He was also told that he would receive all call within 48 hours from a Rogers rep to confirm all the information regarding the order. That was last Tuesday (April 28, 2009).
Can you guess the rest? Yep, no call, no phones. Come on, Rogers, it will be 4 weeks tomorrow and the only thing you’ve shown is that your customer service is abysmal. Only to be expected from a company who provides a service that is almost monopolistic.
Its this kind of response from these large monoplies (its really only Rogers or Bell in Ontario who provide service, no matter what the spin doctors say to confuse simple minded politicians) that show how little they think of customers. These companies, like the gas / oil companies, have us by the short and curlies, nothing we can do about it, expect like all good Canadians, piss and moan about how unfair it is.
Poor customer service is a way of life for these guys. Nothing is their fault, its market forces or the manufacturers problem. They can’t or won’t help you because people on their end of the phone are trained not to really care, though the odd one makes it through company training without brainwashing and really does want to resolve the issue.
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How can we afffect giants like this? Call in repeatedly like Stephen and get one rep after another without the power or desire to get something done? It doesn’t work. We can’t not use them, we need their services, and there isn’t much to choose from, especially when it come to things like mobile telephone service. Bell, Rogers or one of their subordinate companies like Fido or Solo? They are no different.
[update May 12,2009]Well, in the continuing saga of Stephen and his cell phones, Rogers has not only not called him back as promised, but has completely cancelled the order. And to top it all off, they now refused to honor the original offer and lied to Stephen about what the original offer was. Fortunately, he had a copy of what the order was, and the ticket number attached to it, so he trapped them on the lie. He demanded to talk to a supervisor, but none were ‘available’ but the rep ‘promised a callback in 24-48 hours’. Times ticking, Rogers…
[update May 14,2009]Well, well…Surprisingly, Rogers called Stephen back and honored the deal. Nice move! Now if only iPhone plans could come down in price
[update May 22,2009]Not surprisingly, Rogers messed up the order. Sent a pink BlackBery Flip instead of the black one ordered. Geez Louise….it ain’t rocket science here, Rogers
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Bastien /
Tags: blackberry, customer service, mobile phone, rogers wireless
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