Rogers Wireless Customer Service

Rogers Wireless

Blackberry Pear 8100

out of pocket for service up front including 50$ deposit : over 300 dollars

Calgary

Rogers Customer Service and Billing departments/ email response, and training department, marketing department, and CEO;

After working in the Customer service industry for over 12 years I am appalled by how I'm being treated. I have heard the rumours about Rogers' customer service, I worked for a competitor for a few years, so I assumed my perception was biased, so I went to a Rogers store recently when I needed to purchase a phone.

The girl who set me up was wonderful, very helpful, and ultimately was my only partial savior in call centre la la land, and I don't use that term lightly. I fell in love with the blackberry pearl instantly, the price was steep ($249.00) ON a three year contract, but after seeing how the features could benefit my life I quickly forked over the cash. I also was pleased with the contract I signed, we agreed upon 30$ / month for a "Mega Incoming Plan" and a 20 dollar value pack which promised 2500 outgoing text messages, unlimited incoming, picture and video (mms) message package, enhanced voice mail, caller ID, "who called" feature and call waiting, AND 2 MB of DATA. Its all here on my signed mutually agreed upon legally binding 3 year contract.

I proudly carried my new phone home, smiling at how fantastic the customer service was, and pleased. Then I hooked my phone up. The first call to customer service was about the fact that none of my services worked and I was getting error messages. The lady who helped was pleasant, "pinged" my phone, I turned it on and off again and waited... No go. I only have the one phone so I had to call back again, after speaking to another first line agent I found out that my services (the value pack) was not applicable on my blackberry plan. They said there was NO way they could put it in the system. She put me on a "comparable 10$ plan I was told that had the same things" and I was told that the first 3 months were free, so I didn't have to worry about it anyway. She informed me that although a 2MB plan was agreed upon on my "legally binding contract" . I could not have this service on my blackberry. Blackberry users are only allowed to use a blackberry plan, the data is different and regular data (which is going for about 7$ unlimited by competitors, and 2 MB was 5$ for rogers, will not work. Fair enough, I asked about a data plan for blackberry. I was told that the minimum I could pay for was an ADDITIONAL 25$ a month for 0.5MB. I was told that this was comparable to 2MB because there is data compression. I'm thinking yes but not that comparable. I hung up the phone then panicked, what about those games and applications I downloaded to go with my blackberry, that has to be way over 0.5MB. I called back to see what my usage was. The first line agent with customer service told me that there was NO way they could tell until my end of month cycle, and my bill came out. I explained I was concerned about using the phone anymore because I didn't want to be charged overages.. Folks that's 31$ a MB overage. If I were to purchase 2MB of blackberry data, it would be minimum 45$ per month on top of my voice plan and now 10$ plan that I then found out only had 150 text messages, no picture messaging, no call waiting, no enhanced voice mail. So all those text's, emails, pictures I had taken were now going to be billed to me at a premium rate as well as the usage over the limit. She transferred me to tech support for Blackberry, assuring me they would have a way of finding out. 5 Minutes later he was apologizing for the last agent handing off the call, and yes there was no way that I could find out until end of billing ( so no more access to data for a month on my brand new phone). He transferred me back to customer service to see if they could do a better deal for me. The answer was no.

During these times I had sent about 5 emails, I have so far gotten 2 back basically telling me that they are here to help me. They come about 24-48 hours in between and if you reply you have to wait longer. I'm starting to get upset, my new shiny happy phone is now making me sick to my stomach I'm so concerned about my bill. I call a friend of mine that deals for Rogers. Shes fuming, recommends I call back and ask to speak to a supervisor. I do.

The girl that answers the phone is very sweet and helpful. She offers me 5$ off... I ask to speak to a supervisor. The whole time being as nice as I can because I know what its like being on the other end of the phone, thanking them for there help every step of the way. I speak to "Kelly", she seems cranky at first, warms up after I try extra hard to be nice to her and apologize for interrupting her duties, gets my information and proceeds to go get help. I get disconnected. I wait, knowing that it is a policy for most employees to call me back, especially a supervisor. No call back.

I called back again, I get "Mark". Real nice guy, I told him the story, he offered to help me, listened then said he could also give me 5 dollars off. "Mark" tried to send me back to the store, and told me Rogers had "No proof" of what I had purchased and how were they to know that the papers in my hand are what I'm saying they are. I don't think he MEANT to call me a LIAR but........ that's what he did. Apparently he had no record of my first sign up, no proof, and everyone else saw the information without problems. . So I was insulted, belittled, and "BS'd", all major No's in your industry. I asked if I could get out of my contract, he said yes, but he would gladly get his supervisor for me. I thanked him for his help today and waited. 10 minutes later he came back, his manager refused to take the call, and told him to direct me again to the data support.. I asked him please to explain to the next supervisor what was happening so that I might save some energy, I was getting kinda frustrated at this point it had been a long day on the phone. Finally he "live passes" me the call, I again thank him for his help, and talk to a women. After having to explain the whole situation again, she goes to get her supervisor. I was told she was the supervisor. She can't find her supervisor, he's gone home for the day, she leaves him a message and offers a call back that will take 24-48 hours..assures me I can cancel my plan. We hang up.

I call back again hoping to get another centre. I get sent through again, and this different supervisor again is way too busy to take the phone, I can understand that, I ask for a call back sooner than 24-48 hours, again, although the first line agents were nice, they really had no idea what to do, every single one of them gave me a different answer, and management would take no ownership of this issue, no one would. No one could tell me if I owed 300 dollars in usage or none. Nothing. No one would help me even though I was holding a contact in my hands that had now doubled in price, AND I'm still waiting for callbacks! This has been going on for 4 days straight right now.

I got back in touch with the girl that sold me the cell phone. I told her I was going to have to bring it back, she said that there was no problem with my contract, that she would fix it and call me back. She calls back and says that she reactivated my value pack, but I would not get the 2mb I was promised and I would have no access to the Internet ( no emails, no picture messaging now works, nothing). How come an employee for "AirSource", who acts in the name of Rogers, could do more for me then "Rogers" could? Remember, they said it was impossible.

I spent over 300 dollars with Rogers and its ONLY day 4. If I had of spent less money I could have got the whole works on a lesser phone. Because this is a ""business phone""?? I have to pay over 100$ any way I've tried to figure it out to get the same thing I was promised to begin with - per month on top of the over 300 dollar phone, for 3 years. Rogers is selling a " sleek stylish new blackberry", I"m thinking what does that have to do with business needs? They are marketing to a personal user audience (and Rogers I took marketing in university, you are)! You are charging us ridiculous rates because its a blackberry! I googled "Rogers Wireless Discounts". Apparently if I was a lawyer I'd get 20% off. I"m NOT a lawyer, I"m a personal user who makes no where near that, and wanted to buy something nice for herself because I happened to have a stressful few months. There IS a HUGE market that purchases blackberries and they do not have a business to support and pay for it. Am I way out of whack because I'd like to send emails while I'm on the go all the time and talk on the phone? Is 2MB of data worth 45$? Hotmail has a 10MB attachment limit per email for a free service. I know its not the same, but really? This is crazy! Now I"m looking at a very "sleek and stylish" Pearl, that can't do even what free phones can do. Rogers, you carry great phones, great plans for everything else! Why not treat your biggest paying customers well also?

Your "business phone" as your employees tell me boasts a "high resolution screen, MP3 player! "Google talk", picture messaging, and a CAMERA!

I quote from the website

"The smallest, lightest BlackBerry ever in a stylish smartphone designed for the person who works and lives on the go."

Camera Now you'll always be ready to capture those important moments with photos and view video footage without having to carry a separate device.

* High-resolution colour display that automatically adjusts the backlight based on ambient lighting.

* Instant Messaging with BlackBerry Messenger and Yahoo!