Rogers Customer Service Canada

April 21, 2006

2:30 a.m.

Customer Service Manager

Training Manager

Rogers Inc.

Dear Sir or Madam:

I am writing this letter to inform your office about the most terrible

service I received from your Telephone Customer Service. I have talked to

four persons in one hour and none of them have been able to help me. It

seems that there is a gap in the employee training and a lack of proper

customer service.

I have two concerns that I called in for.

a) We want to relocate our wireless and internet service to our new

address.

b) Our account (consolidated) cannot be accessed in the Online Self Service

Website. The message said that the account is registered to another userid.

c) I would like to inquire about the Rogers Home Phone.

I called in to get help on these concerns. However, your agents were not

properly equipped to help me. Below are the people I talked with.

1) I talked with ARIF around 145 a.m. He was not able to help me. He also

said that Technical Support will open at 8am. Your website says to call the

number 24 hrs. He then redirected my call to another department.

2) The call was transferred to Michael. He too was not very helpful. He

said that I am not authorized to transact since the account is under my

wife's name. Ironically, my wife called in Customer Service early yesterday

April 19 at 745am to give authorization for me to transact on our Rogers

account. And so, its 2am and I have to wake up my wife to confirm the

authorization. After that, he too said that he cannot help me. He

redirected my call to another person. He said that the next person would

surely know what to do.

3) The call was transferred to Tiffany. She was able to address the

concern on relocating our services, however, she cant do it yet because the

previous owners of our new address has not yet cancelled their account. She

then said that she would help me on the other concerns and would explain to

the next person the situation. Unfortunately, I was redirected to an

automated voice answering machine.

4) Then I talked with Anthony. He too was arrogant and disrespectful. And

suddenly, he cut the line.

This is very unfortunate. I waited until the early morning hours just to

get through your Customer Service line. And all your customer service

representatives lack customer service. I hope that this can be escalated to

the proper channels. This letter will also be forwarded to the government

and personal contacts.

We will be expecting a quick reply and positive resolution to our situation.

We hope that the proper corrective actions will be done to the four customer

service reps involved.

Sincerely,

Alexander Lao

416-502-1896

Comment On This

Nobember 21, 2010

Customer Service Manager

Training Manager

Rogers Inc.

Dear Sir or Madam:

I am writing this letter to inform your office about the most terrible

service I received from your Telephone Customer Service. I have talked to

a few persons in a couple of time but they were very rude.It seems that there is a gap in the employee training and a lack of proper customer service.

I had contract a mobile phone three years(10/06/29)at Rideau Centre. And when I had contract a phone, Ben(Rogers sails man)told me " 6 months free." I never been got any mailing bill or an e-mail bill from Rogers since I was contract so I thought that I have without pay 6months.

One day, Some person suddenly called me and he said " You didn't pay Can you pay bill today? So I asked him, When I had a contract a phone, what is free 6months? And I can't speak English very well so I will talk to my son." suddenly, he cut the line without comments.

And next day, Some person phoned me and said so same way. The person said "I ask your country person should call you."

But Rogers person never ever phone me. My daughter paid online.

I still never get any bill form your company. I don't know how much pay. And I worry about my credit.

I will be expecting a quick reply and positive resolution to our situation.

I hope that the proper corrective actions will be done to the four customer service reps involved.

Sincerly,

Jinsoon Kong

88 Bogert Ave

North York, ON M2N 1K6