So, Here’s The Final Straw.

Last Sunday, the GF and I spent nearly three hours on the phone with Rogers. In a quick synopsis, this is the situation:

  • We were going to Boston in early April
  • She called 1-888-rogers1 to get advice on what plan she needed, and to get it turned on.
  • She told them she’d done this before, and thought it was as $70 plan (true, we both got the $70/70meg+$1/meg overage last year). She informed them that she would be in the States for four days.
  • The agent on the phone said “here’s what you need” and set up a 10 meg + overages plan and a combo pack for voice/text. Total cost for both: $70. However, there was a deal on, and the $30 data plan cost only $13.
  • She does not recall the agent telling her that the data overages were $3/meg,
  • The agent didn’t advise her of other plans because, apparently, the agents aren’t given access to them
  • During the trip to Boston, she used her iPhone as she would normally, dutifully checking the “Rogers MyAccount” app to verifiy her usage.  It wasn’t updating.  She took screenshots as she went of it not reporting a] a plan, b] her US voice usage, c] her US text usage, or d] her US data usage.
  • Upon return to Canada, her MyAccount app updated to reflect $550 in new charges, but still NO U.S. DATA, MINUTES, OR TEXTS USED.
  • Her finally tally was (when her bill arrived) 4.5megs used on a 10 meg, 1-day plan ($10 charge), $605 in data overage (206megs @ $3/meg)
  • She called Rogers and after 20 minutes of being on hold, her called was mysteriously dropped because “the centre closed” at 4:20 in the afternoon
  • She called back. This time, during her call the CSR she spoke to “investigated” the bill for approximately an hour, checking in every two minutes to say “I have to put you on hold again for another two minutes”.
  • Ultimately, she got told “the billing is right”.  She was also told “that agents aren’t supposed to add plans to your account at your request and are supposed to redirect customers to do it online themselves, that agents aren’t given access to all the plans that Rogers has available for customers (the full list of plans are only accessible online), and that the plan she was given was available only to  businesses and should never have been offered to her”.  In addition, she was told that she “should have been advised to choose, and add, a plan online” which never occured. 
  • She asked for the CSR’s manager to look at the bill. The CSR’s team leader apparently took a look at the bill, confirmed that the charges were correct, and would not come on the phone to speak to my girlfriend. My girlfriend stated that she still disputed the charges given the circumstances.
  • We escalated to a ‘manager’.  The manager said “yes, everything above is true, the charges are accurate and I see that you still dispute them”. My girlfriend recounted the circumstances surrounding the package and the numerous ways in which Rogers had failed and that she had used all options available to her as a consumer to avoid this outcome. The manager took more time to review the bill, confirmed that my girlfriend had been put on a one day data plan in error, and then stated that the charges were wrong and needed to be recalculated. The manager put my girlfriend on hold, then returned to say she found some savings, but that my girlfriend had been undercharged for the data plan and that means that while there’s a data usage consumption reduction, there’s an additional $17 flat charge.  We saved, on $605, $0.05.  Yes.  Five. Cents.  On.  Six. Hundred. And. Five. Dollars.
  • We were told by said ‘manager’ that this was our problem, not Rogers.  My girlfriend “agreed to it by using the plan, and the charges were appropriate for the plan”.  Our disagreement is she was sold the wrong plan by a so-called ‘expert’, and not given all the information.  There exists a plan which is $100 for 250megs, for a 1-week period.   Can we get retroactively moved to that plan, given that it wasn’t, and should have been, recommended to us?
  • Answer: No.  These are your charges.  We didn’t make a mistake, despite having admitted to a bunch of mistakes.  Now, it should be noted that she was also told it wasn’t possible to change to this $100/250meg plan retroactively. I find that odd, given that the manager had JUST CHANGED the plan, retroactively, from the $10 plan to the $10 plan plus $17 flat charge. In fact, I call absolute bullshit on that.
  • Pay the bill, or “fill out a form online to have the ‘president of Rogers’ contact you” if you want to dispute this further. It should be noted that finding that form is an absolutely heinous exercise. For anyone else who needs to escalate an issue, it’s here, and is buried under the “Make a Complaint” dropdown menu, where it’s lightened out until you’ve proven you’ve gone through the previous steps. From our experience, those previous steps are “sit on hold, be disconnected regularly, call back and be told you’re wrong”. Also, I wasn’t able to find it via a search on the Rogers website. I had to google it, and go in that way.
  • At no time was my girlfriend offered any options for resolution. She was consistently told that the charges were appropriate and must be paid.

    Needless to say, the frustration is very high.

    And a lot of that frustration is based around the fact that, as a consumer, my girlfriend did everything she’s supposed to do. She called the company, told them of the exact situation, what she’d done before, and what device she had. She asked them, as (supposed) subject-matter experts, what was the best plan for her situation. Now, she’s being punished for their inability to actually do their sole job: sell the right service to the customer. On top of that, they’re being downright ridiculous about their complete and utter unwillingness to work with a customer who simply wants to pay a fair price for a fair service. She’s not asking for this to be FREE. What she’s asking for is to be, simply, retroactively put to the right program, the program she should have been put on to start with.

    Lets face it, and iPhone uses more than 10 megs of data just sitting there, idle, refreshing itself on the network. She was ALWAYS going to hit overages. Either the Roger’s agent was completely incompentent, OR Rogers themselves are liable for not providing all the options to the telephone agents, OR Rogers actually acted maliciously in suggesting the wrong program to someone who didn’t know better, to generate additional revenue. In any of those options, Rogers is in the wrong.

    I mean it’s tough. I understand that. The $100 U.S. data roaming plan probably only generates a 200% profit margin on the data, not a 1000%. But seriously, is it worth losing customers, especially long-term, not to fix this?

    That’s a little bit of my frustration showing, but… you know.

    So, fast forward to Saturday. The girl had recieved to return calls (and left equivelent messages back) from the “office of the president”. The first of these messages from The Office definitely came in within the 48-72 hours they’d said it would, so, props there. Saturday afternoon, her phone rings, and it’s the rep from The Office again, Jason.

    Jason re-examined the situation, asked some questions like “were you ever asked about your data usage?” and discovered that yes, what she’d been sold was, in fact, a one-day, 10-meg plan, with $3/meg overage fees.

    After just about an hour on the phone, with no time on hold, Jason, finally, rolled back $505 of the $605 in data overage charges, and effectively charged her for the $100/250 meg plan. Like we’d asked all along: a fair price, for a fair service.

    Thing is, most people will just get frustrated, and pay the bill. And I think Rogers counts on that. We had to go through multiple service reps, multiple hang-ups, hours on hold, a manager, and The Office of the President. It’s a good thing we’re tenacious (ok, stubborn) and were working as a team: the girl on the phone, me, researching and feeding her information in the background. Otherwise, they’d have run roughshod over her.

    So, the good news is, she got her bill rolled back, and isn’t getting jacked by her provider.

    The bad news is, in my opinion? Too little, too late. More to come on THAT topic, later.

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  • 4 Responses to So, Here’s The Final Straw.

    1. Stephanie says:

      Hope you didn’t even out from all the time on hold with them! 🙂

    2. Rogers_Chris says:

      Hey Mark,

      This is Chris at Rogers.

      First of all, I’m sorry to have to read all of that. It’s a shame we weren’t able to help and get this resolved in many, many fewer steps. I agree that the way your girlfriend was treated leaves much to be desired. I’d like to think that it isn’t too little, too late, and that you’ll let us try to keep the two of you as customers.

      My email address is included in my comment here, so please reach out when the time comes to make that decision.

      Again, I’m really sorry for all that you and your girlfriend had to go through.

      @Rogers_Chris

    3. Pingback: The Conundrum. « Life, the Universe, and Everything

    4. markramsden says:

      Hi Chris,

      I appreciate the comment. The problem is, for me, it doesn’t really match my experience with Rogers on a corporate level over the last five years. I’ve just posted again: https://markramsden.wordpress.com/2012/05/29/the-conundrum/ and I’m not… angry, per se, just disillusioned. And given the multitude of sins that I’ve been victim of (ok, that’s a little melodramatatic) I’m not sure there is anything you can do to save me.

      My GF is “satisfied” (and I use the word specfically, as you’ll see in the follow-up post) with the resolution, but not happy with it, if you understand the difference? Again, something I talk about further.

      That said, you definitely have a chance to save her as a customer. She loves her iPhone, and you ARE the best provider in Canada for it. That may change, but for now, if you keep her happy, she’s not going to go out of her way to to find another provider.

      She’s not thrilled, however, with the collections calls that started immediately after the resolution went on the books.

      I don’t know that there’s anything you can do for me, though. I have a broken phone (microphone only works on the headset, not the phone body) and 15-18 months to go in my contract. And a new phone is expensive: more so than buying out my contract. If you add to that the string of events where I’ve had to fight with customer service to get a fair deal, I dunno. I really think, after seventeen years as a customer, you may have lost me for good. I don’t know that there’s really anything you could offer me to not change providers. I’m going to make the decision in the next two weeks, so you’re welcome to try, but… Yeah. End of my rope, as you can probably tell.

      I’ll also email you this response directly.

      Again, thanks for responding.

      mark.

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