Rogers Leaves Many Business Customers Up a Creek Without Voicemail

by Jeff Wiener on February 25, 2011

The world of tech moves at an incredible pace, generating new pieces of technology faster than the old pieces are adopting. While this is good for many customers with limitless funds to check out new toys, it can be a problem for other customers counting on certain equipment to help them get by. In the case of business customers, moving technologies can be a trying experience.

That’s why Rogers‘ recent network changes are worth some criticism.

Some Rogers‘ business customers have received letters from the company regarding their voicemail services and how “network changes” will be impacting them.

The letters begin by setting the scene: “A recent evaluation has determined that the platform currently hosting your Rogers voicemail service is nearing end-of-life and no longer meets our standards for customer service. As a result Rogers has made the decision to discontinue voicemail service on this platform.”

The letters, in the case we received notice of at least, are dated February 18, 2011. The date of discontinuing the services? March 20, 2011.

The letters go on to explain that Rogers “has no alternative voicemail service at this time,” essentially putting business customers up a creek without a comparable product. “We understand this service may be essential to your business,” the letters say, “and we ask that you take steps to seek an alternate service provider.”

Gee, thanks.

Not only is Rogers giving business customers slightly over one month to track down a comparable service to their voicemail, they’re essentially suggesting that the “alternate steps” come without a clue. Rogers is shoving these clients out without direction as to how to replace the defunct service.

And the icing on the cake: “Please be advised that it may take up to 30 days to activate your replacement services.”

The decision impacts users of TDM as IP is fast-replacing those services, but with many companies still using traditional analog as their voice lines it’s a decision that could have been carried out with more care.

If Rogers anticipated such a network shift, as they should have, why did they offer customers of the service only 30 days to find a new service? While the letters do state that Rogers’ representatives will “assist in your transition to a new service provider,” the news has to come as a sudden blow to many.

A further thought: can customers locked in to a contract with Rogers get out of their service agreements due to this critical change? Or must they continue working with a company that no longer meets their voicemail needs? Needless to say, the letter doesn’t address that.

Shame on you Rogers.

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Written by: Jeff Wiener. www.digitcom.ca. Follow TheTelecomBlog.com by: RSS, Twitter, Facebook, or YouTube.

{ 6 comments… read them below or add one }

John Lyle February 25, 2011 at 7:10 am

Funny you wrote about this. Rogers just sent me the same letter and I spent 20 minutes speaking to the Rogers rep trying to figure out where I could take my voice mail business, or why they wouldn’t let me out of my contract. I just don’t get it.

John

Barb L February 25, 2011 at 7:22 am

That’s disappointing. I was just going to sign up with Rogers for my business service. I won’t after reading this.

Brian Presement February 25, 2011 at 5:24 pm

We can provide a voicemail solution for Rogers clients. Call me 1 866 760 2888

Mark March 7, 2011 at 2:18 pm

Hi Barb,

If you see this, feel free to contact me at 647-476-3556 ex224. We offer a business grade Hosted VoIP telephone service that has many features. I am sure that we can help you and your business.

Andrew March 14, 2011 at 5:05 pm

I work for a Toronto-based charity, and we’ve had an excellent experience working with Mark as our telecommunications provider. His professionalism and excellent technicians have really made a difference to our customer service experience for our community stakeholders.

nat March 16, 2011 at 3:29 pm

For Western Canadian Businesses, Bell has developed an immediate, short term solution for your voice mail challenges. Please contact us at marketing.bw@bell.ca

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