The saga of our battle with Rogers to have our home phone, internet and cable set up continues unabated and there is no sign of resolution in sight. Frustration gave way to resignation which has now given way to anger. Here’s how the whole thing played out.
Monday, September 3: Weeks before, we’d scheduled an appointment to move our services to our new address. Rogers advertises moving their services as being quick and easy. Scheduling the appointment was quite simple, and we were told to expect a technician between 5 and 8pm at our new address. We were at home waiting patiently for that whole time. No call, no doorbell.
After 8pm, I called Rogers to find out what happened. I was told that the technician arrived, rang the doorbell, knocked on the door and there was no answer. He hooked up our cable outside (so it should work) and we were told to reschedule. I informed them that we were home and no one came to our door and our cable was not working. They told me that the technician called our home phone to find out where we were… the very home phone he was there to set up.
Frustrated but patient, I rescheduled for the next available date and time, which was 5-8pm on Wednesday the 12th (almost a week and a half later).
Wednesday, September 12th: We had to reschedule due to a conflict in our hectic wedding-planning schedule. We were given 5-8pm that Friday.
Friday, September 14th: From 5-8pm I stood near our bay window overlooking our front door step. Every time a car drove by, I jumped and hoped to see a Rogers truck. None to be found. Danielle had a flight to catch and I was her ride. Feeling impatient at 7:45, I called Rogers.
I was told that the appointment was still set and that someone should be there, but could be as late as 8:15. I continued to wait. At 8:15pm I called Rogers again. I was told that our appointment had been canceled and we could reschedule, but would have to do that the next day when the offices reopened. No one bothered to call us to let us know. I was told that the next free date would be late the next week.
While we scrambled to get Danielle’s stuff in the car and drive to the airport, I spoke to a Customer Service rep who talked me out of canceling my services (with a few months of account service credited to my account) and was guaranteed that my service would be up the end of the weekend. I told her to use my cellphone as the point of contact and made myself available all day Saturday. I told her that I would be unavailable on Sunday until 1pm, but that I would be there all afternoon as well. She noted that on my account.
Saturday, September 15th: No phone call. No contact. No doorbell. No door knock. Still no home phone, internet or cable. It was a boring day at the house and I watched Toronto FC go scoreless again on fuzzy CBC.
Sunday, September 16th: My phone rings at 9am while I’m practicing before playing guitar in church. A Rogers technician is on his way to my house. I tell him that no one is home as per my instructions from Friday. He hangs up and calls back 15 minutes later saying he’s at the house and no one is home. I tell him I just informed him no one was home. No one is available until 1pm. He hangs up. He promptly calls the next number on the account and wakes up Danielle in Montreal. He is rude to her and hangs up on her.
I call customer support in the afternoon and escalate my issue. I’m told that the cancellation office is closed on Sunday, but that my issue can be escalated to the top of the complaint food chain to a group known as “The Office of the President”. I’m told to expect a call before noon on Monday and that they can resolve my issue quickly and to my satisfaction.
Monday, September 17th: Morning passes. No call from The Office of the President (TOoTP). At 10am I get a call from a technician who is on my doorstep. His dispatcher calls me, looks at my account and sends him away since no one is home.
I receive a call in early afternoon from the customer service rep from Sunday who is following up. She says to expect a call from TOoTP by day’s end. It never comes.
At 6:30pm, I call the main Rogers line and ask to be transferred to TOoTP. I spoke to their rep who defended Rogers systems and explained that the service credits promised to me on Friday were too much and that my problem wasn’t as big as I made it out to be. I informed him of my upcoming wedding, the amount of time I’ve spent talking to Rogers on the phone (and three times that on hold) and the time I’ve spent chained to my house waiting for technicians who only show up when they know I’m not around.
He tells me that I have to expect delays, and even Ted Rogers doesn’t get a specific time for a hook-up if he wants it. I don’t want to hear that at this point. He continues to defend Rogers’ scheduling policies and asks for some time to read over my account history. I ask him not to put me on hold, but to call me back. He says he can do that. I ask him how long until he calls me back. “In one hour” he tells me.
One hour stretches into two hours. No call. I call the main Rogers line and speak to a Customer Rep who tells me that TOoTP and the Cancellation Department are both closed for the day. She listens to me rant, empathizes and apologizes on behalf of herself and the company. She tells me that the only option I have is to call the next morning, and when she apologizes that it’s my only option, for the first time in two weeks, I believe someone at Rogers is being sincere.
Today: I call the main Rogers line and am told that I can’t be put through to TOoTP directly (despite having done so before). While on hold, Danielle calls me to say she pitied me for my frustration from the night before and put in a call. Someone would be calling her back. I tell her to have them call me.
An hour later, I speak to a different rep from TOoTP. I tell her I want to cancel all my services and leave Rogers and she asks if getting my service up on Thursday would keep me with them. I say that I want a guarantee from someone that a technician can be at my house tonight between 5 and 8pm to set me up. She was unsure if she could do that, but promised to find out and call me back. That was two hours ago.
Frankly, I don’t think that Rogers will ever be able to connect our services. I’m not sure if we’re cursed, but if they plan on keeping our business, they’d better live up to their advertised promises of a quick and easy service move (too late) and compensate my time and effort. I’ve had to initiate each stage of resolution and escalation for this issue, and that’s unacceptable to me as a paying customer.
To any and all Rogers reps to whom I am now forwarding to this post (rather than having to explain it every single time), please stop telling me what you CAN’T do. I don’t care. I’ve seen firsthand what you can’t do. Tell me what you CAN do. Resolve my issue, make me promises and keep them, and if you can’t do any of that… at the very least come to my damn house and get my internet, phone and cable working.
—-UPDATE —- 3:15pm—-
I just got a call back saying that someone might show up this evening before 7pm, and if not, we’re scheduled between 5 and 8pm on Thursday. No apologies, no offers… just “this is the best we can do”. Sigh. So I’m back in the Rogers Meatgrinder, and my expectations could not be any lower. Sigh.