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Posted March 25 to http://redboard.rogers.com/2010/rogers-self-service-on-demand-how-to-videos-cheat-sheets-and-faqs - previous post 'disappeared.' | Posted March 25 to http://redboard.rogers.com/2010/rogers-self-service-on-demand-how-to-videos-cheat-sheets-and-faqs - previous post 'disappeared.' | ||
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In case my comment isn't clear, let me explain... | |||
A few months ago my wife's iPhone was stolen. It's from Fido, but please hold off on the Fido-isn't-Rogers macro, I think the story would be the same. | |||
I called customer service and explained the situation. The rep I spoke to sounded like she'd never heard of anyone losing their phone before, as if everyone simply had their phones for three years and this was a very special circumstance. Her first proposal was crazy. We'd have to break the phone and data contracts, and lose our existing phone number. We'd have to buy a new iPhone for $600, including a $35 signup fee and lose our FidoDollars. Pretty much $1000. After three phone calls, we finally got it so we'd only need to cancel one plan for a $125 fee, not pay a signup fee, and pay $600 for a new phone, and use our FidoDollars to pay for most of that (thank goodness for Fido Dollars). | |||
When I got the bill, it seems we were charged $300 for cancelling, but by then I was so damned tired of arguing and confused by all the different options I gave up. I sincerely hope that wasn't part of the plan. | |||
What I'd like to see Rogers do is go for a simple, Really Real Reality option where for any reason I can sign on to MyAccount, click a button on the phone I want, and it will tell me how much I'll pay and/or how much my contract will be extended, given the system knows the terms of my account. This will eliminate all the confusion, including the unfairness associated with special deals people sometimes seem to get, and avoid the confusion that often ensues when speaking with a rep | |||
Posted March 31 to http://redboard.rogers.com/2010/how-rogershelps-helps-improving-the-customer-experience-140-characters-at-a-time/ | |||
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Rogers is making a brave and smart move with this service, hopefully toward getting to the bottom of what we all want, healthy competitive service focused on true Internet access, with worthwhile Rogers offers layered on top. Many homes are, like mine, spending around $8000 over three years on Rogers wireless. For this price we should expect quite a bit. | Rogers is making a brave and smart move with this service, hopefully toward getting to the bottom of what we all want, healthy competitive service focused on true Internet access, with worthwhile Rogers offers layered on top. Many homes are, like mine, spending around $8000 over three years on Rogers wireless. For this price we should expect quite a bit. | ||