Comments on: Rogers Customer Service Department response to 12% increase in rates http://www.thetelecomblog.com/2010/02/08/rogers-customer-service-department-response-to-12-increase-in-rates/ Telecom news, thoughts, analysis and provocative opinion Tue, 07 Feb 2012 17:51:01 +0000 http://wordpress.org/?v=2.9 hourly 1 By: Linda http://www.thetelecomblog.com/2010/02/08/rogers-customer-service-department-response-to-12-increase-in-rates/comment-page-1/#comment-9227 Linda Mon, 30 May 2011 18:34:02 +0000 http://www.thetelecomblog.com/?p=4141#comment-9227 It's the day after my last comment. In the mail today, I received a "greeting card" from Rogers. On the front of the card, it says "Look Inside to See How Much We Value Your Business." LOL. Inside, "Your decision to leave Rogers is not something we take lightly. We value your business and care about how happy you are with your Rogers experience. Please know that we are committed to serving you better. To show how much we want you to reconsider, we cordially invite you to take advantage of this very exclusive offer: Stay with Rogers and save 20% off your Rogers Cable TV and Hi-Speed Internet monthly service fees in the first year." The offer is from the V.P.'s Customer Marketing department. This promo is actually more expensive than the 2-yr plan that I thought I was getting such a "good deal" on. The only good thing about their new offer is that it's a 1-yr contract instead of a 2-yr. In addition, they are offering a MasterCard Gift Card valued at $50. Hey Rogers, instead of losing my business, you could have treated me with some integrity and ethically conducted your business when these problems started a few months ago. Again, what a joke! :) It’s the day after my last comment. In the mail today, I received a “greeting card” from Rogers. On the front of the card, it says “Look Inside to See How Much We Value Your Business.” LOL.

Inside, “Your decision to leave Rogers is not something we take lightly. We value your business and care about how happy you are with your Rogers experience. Please know that we are committed to serving you better. To show how much we want you to reconsider, we cordially invite you to take advantage of this very exclusive offer: Stay with Rogers and save 20% off your Rogers Cable TV and Hi-Speed Internet monthly service fees in the first year.”

The offer is from the V.P.’s Customer Marketing department. This promo is actually more expensive than the 2-yr plan that I thought I was getting such a “good deal” on. The only good thing about their new offer is that it’s a 1-yr contract instead of a 2-yr. In addition, they are offering a MasterCard Gift Card valued at $50. Hey Rogers, instead of losing my business, you could have treated me with some integrity and ethically conducted your business when these problems started a few months ago. Again, what a joke! :)

]]> By: Linda http://www.thetelecomblog.com/2010/02/08/rogers-customer-service-department-response-to-12-increase-in-rates/comment-page-1/#comment-9223 Linda Sun, 29 May 2011 22:27:02 +0000 http://www.thetelecomblog.com/?p=4141#comment-9223 I am in the middle of several "billing" disputes with Rogers right now. The most frustrating of which is a 2-yr contract that was a big mistake on my part. My old contract had come to an end, and I was promised better rates than what I had with my old contract. So far, my bill is $25 higher each month. I have escalated my concerns with the V.P.'s office and they can only tell me that I agreed to the new contract and have no other resolution available to me. I don't feel I should pay a higher bill than what I agreed to, therefore, I am not paying the full bill each month. Rogers has now "suspended" my services and my account is now being handled by their collections department. "Suspended" service means that Rogers is no longer offering me the services that I agreed to for two years. In addition to charging me more than I expected, they have REDUCED my services (I have been downgraded to a basic phone line, ultra-light internet, and they have removed my "On Demand Channel 100" even though I have never ordered a pay-per-use movie). You guessed it, they stand by the two-year contract pricing even though I don't have the benefit of any of those services any longer. They haven't reduced my bill to reflect the services they are ACTUALLY providing to me. I called to cancel my services and of course was told about their "30-day cancellation" policy. So for another month, I have to pay full price for services that I cannot even use. I'm sure they'll stick-it-to-me again at the end of 30 days. Rogers is a complete rip-off :) I am in the middle of several “billing” disputes with Rogers right now.

The most frustrating of which is a 2-yr contract that was a big mistake on my part. My old contract had come to an end, and I was promised better rates than what I had with my old contract. So far, my bill is $25 higher each month. I have escalated my concerns with the V.P.’s office and they can only tell me that I agreed to the new contract and have no other resolution available to me.

I don’t feel I should pay a higher bill than what I agreed to, therefore, I am not paying the full bill each month. Rogers has now “suspended” my services and my account is now being handled by their collections department. “Suspended” service means that Rogers is no longer offering me the services that I agreed to for two years. In addition to charging me more than I expected, they have REDUCED my services (I have been downgraded to a basic phone line, ultra-light internet, and they have removed my “On Demand Channel 100″ even though I have never ordered a pay-per-use movie). You guessed it, they stand by the two-year contract pricing even though I don’t have the benefit of any of those services any longer. They haven’t reduced my bill to reflect the services they are ACTUALLY providing to me. I called to cancel my services and of course was told about their “30-day cancellation” policy. So for another month, I have to pay full price for services that I cannot even use. I’m sure they’ll stick-it-to-me again at the end of 30 days. Rogers is a complete rip-off :)

]]> By: marcy http://www.thetelecomblog.com/2010/02/08/rogers-customer-service-department-response-to-12-increase-in-rates/comment-page-1/#comment-7422 marcy Mon, 24 Jan 2011 17:36:47 +0000 http://www.thetelecomblog.com/?p=4141#comment-7422 I just got a great deal: 200 day time minutes + 100 bonus minutes = 300 anytime minutes, unlimited evenings and weekends starting at 6pm, call display + name display, voice mail, 2500 texts, unlimited incoming texts, 100 free long distance minutes = $33 taxes and fees included sweeeeeeeeet I just got a great deal: 200 day time minutes + 100 bonus minutes = 300 anytime minutes, unlimited evenings and weekends starting at 6pm, call display + name display, voice mail, 2500 texts, unlimited incoming texts, 100 free long distance minutes = $33 taxes and fees included

sweeeeeeeeet

]]> By: Ying http://www.thetelecomblog.com/2010/02/08/rogers-customer-service-department-response-to-12-increase-in-rates/comment-page-1/#comment-7313 Ying Thu, 20 Jan 2011 03:23:38 +0000 http://www.thetelecomblog.com/?p=4141#comment-7313 Rogers sent me an email saying "free data trial" in middle Dec. That time I was in US and still decided to try the data since there was no sign saying I would cost anything. However, Rogers has charged me 530 dollars for that!!! I just realized the bill couple of minutes ago and can not understand it. If there is any word saying I would pay anything while using data under their free trial out of Canada, I would not use it! It is not about common sense! I do not have that common sense! They should have write that down clearly in their msg otherwise who knows? The service representative agreed to make the payment half. But I still feel very unhappy. What can I do? Rogers sent me an email saying “free data trial” in middle Dec. That time I was in US and still decided to try the data since there was no sign saying I would cost anything.
However, Rogers has charged me 530 dollars for that!!!
I just realized the bill couple of minutes ago and can not understand it. If there is any word saying I would pay anything while using data under their free trial out of Canada, I would not use it! It is not about common sense! I do not have that common sense! They should have write that down clearly in their msg otherwise who knows?
The service representative agreed to make the payment half. But I still feel very unhappy.
What can I do?

]]> By: Denis http://www.thetelecomblog.com/2010/02/08/rogers-customer-service-department-response-to-12-increase-in-rates/comment-page-1/#comment-4399 Denis Tue, 27 Jul 2010 23:22:20 +0000 http://www.thetelecomblog.com/?p=4141#comment-4399 Well I've been a Rogers customer for a very long time. Last year I get a call from them advising that my account had expired. I have three services and received a 15% discount. Now they introduced the home phone in their line-up. Its a forth service and should receive 20% in discounts but no. Now my 15% was going down to 10%. I argued and the lady said she would extend the contract for a year. A year goes by and I received a letter explaining that I would receive only 10% because my contract expired. I called customer service and you guessed it.. no 15% discount. I sent an email to the presidents office and was told that I would receive a call or an email within two days explaining their decision. I did get a call on my answering machine asking to call back. I have done so several times and the contact person Ms. Rosie Greco always has her answering machine on. Not a call back to date. Noe I've noticed that my last two bills show absolutely no discounts what so ever. Do they care... not one bit. Well I’ve been a Rogers customer for a very long time. Last year I get a call from them advising that my account had expired. I have three services and received a 15% discount. Now they introduced the home phone in their line-up. Its a forth service and should receive 20% in discounts but no. Now my 15% was going down to 10%. I argued and the lady said she would extend the contract for a year. A year goes by and I received a letter explaining that I would receive only 10% because my contract expired. I called customer service and you guessed it.. no 15% discount. I sent an email to the presidents office and was told that I would receive a call or an email within two days explaining their decision. I did get a call on my answering machine asking to call back. I have done so several times and the contact person Ms. Rosie Greco always has her answering machine on. Not a call back to date. Noe I’ve noticed that my last two bills show absolutely no discounts what so ever. Do they care… not one bit.

]]> By: tim http://www.thetelecomblog.com/2010/02/08/rogers-customer-service-department-response-to-12-increase-in-rates/comment-page-1/#comment-3457 tim Mon, 31 May 2010 23:58:09 +0000 http://www.thetelecomblog.com/?p=4141#comment-3457 I fell for the same song and dance when I called to cancel my land line in December 09.. I also received the same $3.00 increase in March 10. In order to get the lower (well temporarily lower) charge I had to agree to keep the phone service for 1 full year - if canceled before the year was up I would have to pay any discount I received since the beginning of the new lower (haha) rate. I could not cancel the phone but I could cancel TMN and a number of other channels I didn't really need - lowered my cable bill by 35 bucks a month - Thanks Rogers! I fell for the same song and dance when I called to cancel my land line in December 09.. I also received the same $3.00 increase in March 10.

In order to get the lower (well temporarily lower) charge I had to agree to keep the phone service for 1 full year – if canceled before the year was up I would have to pay any discount I received since the beginning of the new lower (haha) rate.

I could not cancel the phone but I could cancel TMN and a number of other channels I didn’t really need – lowered my cable bill by 35 bucks a month – Thanks Rogers!

]]> By: george http://www.thetelecomblog.com/2010/02/08/rogers-customer-service-department-response-to-12-increase-in-rates/comment-page-1/#comment-2610 george Tue, 16 Feb 2010 05:34:18 +0000 http://www.thetelecomblog.com/?p=4141#comment-2610 call customer relations and say i want the system access fee droped then or im gonna cancel call customer relations and say i want the system access fee droped then or im gonna cancel

]]> By: Lee Dale http://www.thetelecomblog.com/2010/02/08/rogers-customer-service-department-response-to-12-increase-in-rates/comment-page-1/#comment-2608 Lee Dale Tue, 16 Feb 2010 03:50:51 +0000 http://www.thetelecomblog.com/?p=4141#comment-2608 There's no need to get a lawyer, just cancel the contract. They have no contractual right to charge you this extra fee, so they can either keep the cost at the advertised price for the full year or you can cancel the contract. If they attempt to charge you a cancellation fee, tell them they have no right to do so and it will not be paid. If they send it to collections, tell the collection agency that the cancellation fee is not owed and is in dispute and they will leave you alone. Just make sure you have everything in writing and not just over the phone. Unless you have a signed contract that states otherwise, you can get out, you just have to be firm. There’s no need to get a lawyer, just cancel the contract. They have no contractual right to charge you this extra fee, so they can either keep the cost at the advertised price for the full year or you can cancel the contract. If they attempt to charge you a cancellation fee, tell them they have no right to do so and it will not be paid. If they send it to collections, tell the collection agency that the cancellation fee is not owed and is in dispute and they will leave you alone. Just make sure you have everything in writing and not just over the phone. Unless you have a signed contract that states otherwise, you can get out, you just have to be firm.

]]> By: Nicolas http://www.thetelecomblog.com/2010/02/08/rogers-customer-service-department-response-to-12-increase-in-rates/comment-page-1/#comment-2574 Nicolas Thu, 11 Feb 2010 22:40:59 +0000 http://www.thetelecomblog.com/?p=4141#comment-2574 So you are saying they are basing their claims on a contract you didn't sign? Get a lawyer! So you are saying they are basing their claims on a contract you didn’t sign? Get a lawyer!

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