...so, first off let me start off by again saying that up to now, I've been completely happy with Rogers. Their customer service reps have been courteous, they speak proper English (as in they're Canadians, not working outsourced to some third world company) and up until now have been able to meet my needs. After a series of bad experiences with Bell Canada, Bell Mobility, and Bell Sympatico, we decided...well, I decided...that we would not do any further business with Bell. Home and mobile phones are with Rogers, Digital Cable and internet are with Cogeco (who I keep hearing rumours are partially or wholly owned by Rogers anyways...) However, recent events have conspired to make me take a serious look at my relationship with Rogers Wireless. The story's getting longer, so I thought I'd put part of it up while it's fresh in my mind...I've been taking notes recently, but some of the early stuff is getting kind of hazy.
Our tale begins on Father's Day, Sunday June 21st. I'm flipping burgers for the big BBQ, our friends the Walls are over with their 4 kids playing with our 4, and I get a call from Rogers CS, nice young lady by the name of Kristi. She reviews the upgrade options in regards to going from our Nokias to iPhones and what not, and then we decide that she'd give us a call back in a week for a decision.
Sunday June 28th roll around, we decide on the plan and a 3G 16GB Black for myself and an 8GB model for Mrs. Groove. Mrs Groove's phone arrives two days later on our 8th anniversary...she claims it's the best anniversary gift I've ever gotten for her? Umm...okay honey, you're welcome! My phone does not yet arrive...
...so on Monday July 6th, I contact CS to find out what's going on. Keith (I think, not taking notes at this point) looks it up on the system and tells me my phone was shipped that day, should arrive next day. Yay!
Not yay! The phone arrives, I go into my office to crack the box and charge it up...uh oh...it's the wrong model, only an 8GB...so I call CS and speak with Juliette (I'm starting to get that feeling, so I'm taking note of names at this point...). She was absolutely no. help. whatsoever. She basically said there's nothing she could do! So I hung up frustrated...
...I stewed for a bit...then called back again...this time I got Adam (1.0) He was EXTREMELY helpful, he was able to look on the system and tell me that there were 16GB phones available. But they wanted me to send them the phone first before they ordered me the next one. We discussed the option of me keeping the 8GB, but I wanted to be sure I wasn't billed for the 16GB incorrectly, so he forwarded me to "Track and Trace" (aka Resolve?) Now that lady talked too fast for me to catch her name, but the basic synopsis of that conversation was:
1. First have to send the 8GB back for the 16GB
2. The billing for the 8GB if I kept it would not be at the same price as the first 8GB...it would be for another $50 more than what I'd agreed to pay for the 16GB phone!!! ($120 more than the first 8GB!!!)
I got referred back to Adam (2.0., a different, useless Adam) who was no help and throroughly unsympathetic to my situation. So I decided to ship the phone back and see what happened when they got the form I'd filled out.
Anyway, it turns out that you can't upgrade two phones at the same time...I contacted Chris on Thursday the 9th, and he was very helpful. He agreed that if I'd agreed to a certain price for a certain product, then that's what I should pay for that product! He issued me a claim number, and told me that a manager would be in contact with me within 48 hours (my account apparently had to be reset or over ridden by a manager.)
So, 48 hours roll by, no phone call. My buddy Geoff tells me I should wait 48 business hours...sure, no problemo...so after work on Monday night, I contact Rogers CS yet again and speak with Devine...he can look at my file, but can't get a manager, no manager works there after 5PM??? So I asked when I could talk to a manager...and he sez he can put me back in the que and maybe someone in Ontario will pick up...um, turns out he's in Quebec???
So, back on hold I go and back to Toronto to speak with Augusta who got her supervisor Bonnie on the phone...Bonnie was extremely sympathetic to the situation, apologized that Chris's manager hadn't gotten back to me, and told me that he was the one who had to reset my account...so she updated the notes on my account and went the extra step of finding out what was the best way for this manager (Darryl) to get in touch with me...and said he should be in touch with me tomorrow (Tuesday...)
...so, all day yesterday, no phone call...a guy that works in our P.A. department had a number that I could contact Rogers Wireless directly and avoid Silicone Sally and the voice prompts, so I called that today after work and got through to Candace...she looks up my file...and puts me on hold...and 20 minutes later, after listening to their horrible hold music, I'm DISCONNECTED!!! Wow!!!
So I call back, and speak with Max. Another sympathetic person, apologetic...looks up my file, it turns out that my account has been reset, but that my order can't be placed...because they ran out of stock...last weekend.
AGGHHHHHHHHHHHH!!!
If only Darryl had contacted me within the 48 hours!!!
So, because they can't just order out of the blue, I have to call them back daily to see if they have any in stock and place the order (they hope to have them back in stock by Friday). Frustrated? You betcha!
It has however taught me an invaluable lesson in the Golden Rule...as an Account Services Manager for L&M, I need to make sure I don't make people feel how I've been made to feel in this process.
Again, I love the Rogers service (not the franchises. Got sold a phone that was represented as new, the text messages on there almost got me divorced. Got advised by corporate off the record to deal only with Rogers and not the franchisees...) They've for the most part been great! And I'll be extremely careful when making arrangements in the future. We just gotta get through this tough time in our relationship...and then everything will be "just, fiiiinnne!"
----------------
Now playing: Warren G Ft. Nate Dogg - Regulators
via FoxyTunes
Our tale begins on Father's Day, Sunday June 21st. I'm flipping burgers for the big BBQ, our friends the Walls are over with their 4 kids playing with our 4, and I get a call from Rogers CS, nice young lady by the name of Kristi. She reviews the upgrade options in regards to going from our Nokias to iPhones and what not, and then we decide that she'd give us a call back in a week for a decision.
Sunday June 28th roll around, we decide on the plan and a 3G 16GB Black for myself and an 8GB model for Mrs. Groove. Mrs Groove's phone arrives two days later on our 8th anniversary...she claims it's the best anniversary gift I've ever gotten for her? Umm...okay honey, you're welcome! My phone does not yet arrive...
...so on Monday July 6th, I contact CS to find out what's going on. Keith (I think, not taking notes at this point) looks it up on the system and tells me my phone was shipped that day, should arrive next day. Yay!
Not yay! The phone arrives, I go into my office to crack the box and charge it up...uh oh...it's the wrong model, only an 8GB...so I call CS and speak with Juliette (I'm starting to get that feeling, so I'm taking note of names at this point...). She was absolutely no. help. whatsoever. She basically said there's nothing she could do! So I hung up frustrated...
...I stewed for a bit...then called back again...this time I got Adam (1.0) He was EXTREMELY helpful, he was able to look on the system and tell me that there were 16GB phones available. But they wanted me to send them the phone first before they ordered me the next one. We discussed the option of me keeping the 8GB, but I wanted to be sure I wasn't billed for the 16GB incorrectly, so he forwarded me to "Track and Trace" (aka Resolve?) Now that lady talked too fast for me to catch her name, but the basic synopsis of that conversation was:
1. First have to send the 8GB back for the 16GB
2. The billing for the 8GB if I kept it would not be at the same price as the first 8GB...it would be for another $50 more than what I'd agreed to pay for the 16GB phone!!! ($120 more than the first 8GB!!!)
I got referred back to Adam (2.0., a different, useless Adam) who was no help and throroughly unsympathetic to my situation. So I decided to ship the phone back and see what happened when they got the form I'd filled out.
Anyway, it turns out that you can't upgrade two phones at the same time...I contacted Chris on Thursday the 9th, and he was very helpful. He agreed that if I'd agreed to a certain price for a certain product, then that's what I should pay for that product! He issued me a claim number, and told me that a manager would be in contact with me within 48 hours (my account apparently had to be reset or over ridden by a manager.)
So, 48 hours roll by, no phone call. My buddy Geoff tells me I should wait 48 business hours...sure, no problemo...so after work on Monday night, I contact Rogers CS yet again and speak with Devine...he can look at my file, but can't get a manager, no manager works there after 5PM??? So I asked when I could talk to a manager...and he sez he can put me back in the que and maybe someone in Ontario will pick up...um, turns out he's in Quebec???
So, back on hold I go and back to Toronto to speak with Augusta who got her supervisor Bonnie on the phone...Bonnie was extremely sympathetic to the situation, apologized that Chris's manager hadn't gotten back to me, and told me that he was the one who had to reset my account...so she updated the notes on my account and went the extra step of finding out what was the best way for this manager (Darryl) to get in touch with me...and said he should be in touch with me tomorrow (Tuesday...)
...so, all day yesterday, no phone call...a guy that works in our P.A. department had a number that I could contact Rogers Wireless directly and avoid Silicone Sally and the voice prompts, so I called that today after work and got through to Candace...she looks up my file...and puts me on hold...and 20 minutes later, after listening to their horrible hold music, I'm DISCONNECTED!!! Wow!!!
So I call back, and speak with Max. Another sympathetic person, apologetic...looks up my file, it turns out that my account has been reset, but that my order can't be placed...because they ran out of stock...last weekend.
AGGHHHHHHHHHHHH!!!
If only Darryl had contacted me within the 48 hours!!!
So, because they can't just order out of the blue, I have to call them back daily to see if they have any in stock and place the order (they hope to have them back in stock by Friday). Frustrated? You betcha!
It has however taught me an invaluable lesson in the Golden Rule...as an Account Services Manager for L&M, I need to make sure I don't make people feel how I've been made to feel in this process.
Again, I love the Rogers service (not the franchises. Got sold a phone that was represented as new, the text messages on there almost got me divorced. Got advised by corporate off the record to deal only with Rogers and not the franchisees...) They've for the most part been great! And I'll be extremely careful when making arrangements in the future. We just gotta get through this tough time in our relationship...and then everything will be "just, fiiiinnne!"
----------------
Now playing: Warren G Ft. Nate Dogg - Regulators
via FoxyTunes
No comments:
Post a Comment