They like it when you make rash decisions to cancel the service specifically because of the customer service experience you're getting at that exact moment
I actually highly recommend this strategy, it feels REALLY good
- TheMussel
True Wedgie Story:
My Rogers TV service is crap - pixilation during sports games.
I have a friendly agent come out in February - does some stuff, tells me to see how it goes.
It doesn't help.
They send another agent - he tweaks some stuff, tells me to see how it goes.
It doesn't help.
Rogers tells me it must be my wiring in the house, which isn't their problem. I lose my poop - it's five years old from recent house renovation.
A friend tells me you have to ask for a "level 2 technician" (or some poop like that).
They send the guy on Hallowe'en. He's great - runs tests, tells me the line running into the house needs to be replaced, but sadly, he can't do that. He will file a report, but urges me to follow up.
Aaaaaaaand we wait. I start getting angrier, because they haven't even bothered to phone me to set up an appointment. I start sending polite but angry emails.
I literally get a phone call during the first period of a Leafs game - I'm at the game. It's about 7:30 pm. I can barely hear the dude. He's from the President's Office, although he's in BC, so I'm guessing he doesn't really see the President all that much.
Anyhoo, I explain the situation. We exchange pleasantries, and more importantly, we exchange contact information. He assures me he will fix it.
Over the next two months, I send him a couple of emails, leave a couple of voicemails, wondering why the frank no one has contacted me to replace the line into my house.
I finally get ahold of him in mid-February. He's all apologetic, says he will look into it.
I tell him that before he does anything, I need one simple question answered:
- the problem was identified on Hallowe'en. It was escalated to the President's Office in mid-December. By mid-February, nobody at Rogers have taken any steps to rectify the problem.
He hums and haws, assures me he will make everything right. I tell him unless he can answer my question, I'm cancelling my service immediately, and I'm also contacting his boss to let him know how dissatisfied I am.
And I demand a full refund for every single franking cent I have paid for TV for the past year.
He agrees to the refund, and I cancel TV and internet. Sadly, I can't cancel our personal phones, as we are on contracts.
Anyhoo, fast forward a couple of months, and my wife goes into our local Rogers store to upgrade my daughter's phone.
Customer service rep says she can't add any new equipment - the system has frozen out our account due to lack of payment.
My wife loses her sh!t.
Turns out their software can't tell the difference between a huge credit and a huge debt. It takes them a couple of days to sort it out.
Sorry for the long story, but I'm still on franking hold to Rogers, trying to get a simple mistake of theirs fixed. It will probably take me two franking hours today.
