ROGERS CUSTOMER SERVICE

ROGERS CUSTOMER SERVICE By Joe Ingino BA. Psychology Editor/Publisher Central Newspapers Is it just me? On Friday, Rogers had an outage in my area... or so I thought. As most of you would have done. I called Rogers. First the pathetic automated system. In my opinion it is useless and time consuming. It is set as a way to delay callers from going to an actual person. The automated is 100% programmed to favor Rogers. Not the customer... and forget thinking that it is for our security and or best interest. In my opinion it is not. Once you actually get someone. You have to identify, verify and be blessed by the attendant before they actually can help you. The frustrating thing is that in many cases I feel like I am calling some office in the Middle East or South East Asia. Don’t get me wrong. I am not prejudice in any way. I just expect that for my $1,500/mth bill that Rogers would have some sort of language standards. The real sad thing that these standards do not seem to apply to the cultural indifferences that are obvious on the mannerism and attitude of the so called ‘SPECIALIST’. After 30 minutes of automated system. You get passed off to an attendant. Only after having to hear a prompt telling you that ‘We are glad you called, there is a bit of a wait’.... This time they told me ‘estimated time 1hr’. I almost fell off my chair. Want to hear the kicker? You have no choice. Once they answered. Once again had to authenticate... You would think that they would transfer the call with an already authentication from the previous 3 or 4 authentications. Bottom line. Each department knew less then one before. It got so bad. That I demanded to speak with technical support as it was Friday and we needed the internet back up and running. We are now 2 hours in this call. After another long wait. Finally someone came on line. I asked them if there was an outage and he confirmed it. He openly said that they are backed up do to all the calls coming in from people like myself. I asked him. What is the resolve? He said, we are working on it and you should have your service back up and running in no time. I asked him how long. He could not tell me. So now I am in almost 3 hours to be told that Rogers did not know what caused it and or how long will the service be down. This is not customer service. A company that size should not have to put consumers through such and ordeal. Now don’t get me wrong. BELL is no better. What has happened to customer service? What has happened to standards? Have we fallen so far down the human scale that we do not care. That corporations only interest in feeding the goose that lays their golden egg? Customers are treated like a number? This is not right... Then again they know this and they know we have no choice. We have no consumer protection and or recourse. Sad that we allowed customer service to collapse.