Rogers Positive Customer Service Ratings - page 3

I have been with Rogers approx 20 years and have had excellent customer service. I dealt with Marla, Elizabeth and Jennifer employee # 846135 and was very pleased with there mannerism, customer service and they all did there very best to help me.
Keep up the good work.

Regards

Josie Tedesco

if you overuse your services take responsibility dont blame rogers for your mistakes or overusage. Read your bills, services you subscibe to are clearly printed on the right side of your bill. Take some responsibility know what services you pay for and be proactive and make sure you stay within these service. If you go over you pay more simple as that. If you you more hydro you pay the bill therefor if you use more data and minutes pay the bill and quit blaming the poor workers you call in to.

I will like to show my appreciation, by thanking the gentle man, who added cable, land and internet services to 109 Yale Lane. Remarkable service. We got disconnect when trying to complete the survey for you. Thanks for your patience, and great attitude.
Hope your manager can see this.

Thanks again,

Just got off phone after talking to one of your customer service reps. She was very thoughtful and polite and tried to make everything right. I am still not happy with the answer I received.
Before I went to Europe I phoned Rogers to find out exactly what I would need to use my cell over there. I bought 15 min voice and 25 text messages. I agreed to $32.50 to be charged to my acct. I then questioned if I need to anything before texting or calling out. She informed me I did not have to do anything but dial normally. I have an extra $52.90 on my acct. I understand the $16.90 voice charges. I do not understand the $36.00 roaming charges. The young lady did tell me it was because I did not turn roaming off. She told me the next time I go away to phone in and they will tell me how to turn roam off when out of country. Why did the first person I talked to before I went away and specifically asked not tell me about roaming? They said they will credit me 1/2 charges $18.00. I did let her know I was unhappy but I realize there was not a thing she could do about it. I really do think the whole charge should be reversed. If I had been told before I went I definitely would have turned it off.

A lot of people are writing things that are very degrading towards Rogers, and I would just like to clear some things up.

1. Every call is recorded. (Usually calls are randomly picked and listened to.) No agent would ever tell you that they can't get a manager. If CET is unavailable, then the Agent will tell you that a manager will call the customer within 4-48 hours. (CET works regular business hours in Eastern Standard Time, whereas regular Agents have shift work.)

2. The policy is that when someone asks for a manager, the customer is immediately transferred to the "Customer Escalation Team". Since the beginning of 2011, Rogers introduced a new queue for CET call escalations, meaning that if CET is not available, you don't have to wait for a 4-hour callback. Instead, you will be placed in queue for the next available CET manager.

3. If you call Rogers back and ask for a manager to complain about a previous call, CET will also investigate a previous call, and both the Call Center Supervisors and the Customer Escalation Team have the ability to listen to any and all calls taken by any Agent.

4. If any Agent refuses to transfer your call to the management office (CET), then you have the right to call back and ask a different agent to report a previous call.

5. If a CET manager is unable to solve your problem, then the next step is to type a formal letter and mail it to the Office of the President. Nobody in a call center can transfer you to the President. Obviously, since the President's Office is the highest place inside Rogers, you can understand why the company does not want to have call center agents transferring millions of calls there. However, you _can_ contact the President's Office by mail, and they will personally call you back, so don't forget to leave your contact information in your letter.

6. The truth is that regular Agents who run the front line are usually paid minimum wage, so it is possible to speak to someone who is not entirely committed to helping you. We can be proud of Rogers for the fact that all of their customer service is based in Canada. Most companies farm out the whole operation to India where they can pay people $0.50/hour instead of $10.40/hour. Rogers customer service is 100% Canadian, and you should be thankful that they are keeping the jobs inside Canada.

I have been a Rogers customer for a decade and I have NEVER had a prblem with them. I even had my dog eat my phone and they sent me a replacement at no cost. I find the only people that don't like Rogers are people that have unrealistic expectations of a cell company. Eg. someone gets their Iphone stolen and expects rogers to ive them a free replacement of an iphone. They will give you a replacement but not an iphone. Understandable since iphones cost $600+ to purchase. They didn't give me the exact same phone but I was grateful they offered something as apposed to me having to buy something new or used. I think people expect a little too much from some companies. Consumers think they can blame every little thing on a company but what they don't realize is that the others are the same if your expectations are unrealistic.

for nine months we had a problem with our service,we were always taken care of but due to the busy state of affairs we always got a contractor,most of them hardly wanted tto go in and go up and down the stairs and recheck the systems.i should have had my mate walk around as she usually does in her very comfortable get up yto inspire these contractors to impress and prove their worthy of praise and commendable of compliments.Anyway until yesterday Rogers Canadian Quality Technical guru showed up and with the professionalism and personal cadence he went thru his duty,up and down the basement and second floor,in and out of the house to his van,three handfulls of tools and parts and gadgets...this gentleman wassix feet and twfifty pounds by the way and he had the gusto of a soldier in the frontline with no generals or sargeants to command him or watch him.with sincere confidence,for sure due to his training and dedication to the industry,he fixed it the basic complaints plus found out more that needed upgrading back to par and was almost out of the driveway but double checked it and wala found out it aint at par with his level of quality for a Rogers worthiness..and after one and a half or so hours this Roger Technical Support Gentleman raised the bar back again to where the contractors should have left it in the first place,And personally he raised it highercause i am so confident and at ease ,as he left the home and nothing beats that!his name is DARYL badge no,8952,and that is my lottery number for the week,cause it is already a winner,as far as i am concerned and DAryl,i am sure you know you are a champ,and for sure you aint the bragging kind,that is what Canadian stands for,that bar that we immigrants got attracted to but fooled around with.what will the future generationlook towards to,they are already slouching around and need a remote control and charger for most things and asking for some technological device to deal with life for them.and so we will need more Daryls before the great gizmos start living for us!

i cannot believe that Rogers is rated that low,considering i am very gratful and content with their service.And I know for a fact that they are trying their best and what they are capable of.Now for the beeeyatching brood,remember you are paying your bills to a company not a person.then when you call and you hear a voice and sound that resembles our specie,you have gotten hold of a P E R S O N.just like you and me.and then you converse regarding your service or what not,which is innate,does not even resemble any likeness of our specie...now most people have relationships with animate objects-animalsplants,humans,and some through the tech revolution even have included computers,their play time companions-likePS ! @ # .and the likes,their phones,and their tablets,and so forth,their TVs are their friends for getting news and entertainment,so some do have real relationships with machines,whicgh by the wat are ppretty much flawless about their design,and they have no feedback except good performance or bad,then we phone Rogers,to correct things,we talk to some ONE,wihth a heart and mind,that feels,that has a life..limited like us,needs time to processs stuff.like us,which has moods,and different conditions of being,like us...so next time you rate a company ,put yourself in the people servicing us and truly rate what you got .did they do their best,for me that is all i expect,not machine like cold heartiness,andcheck yourself if you are relating to them as humans or machines,or paid slaves,or the way you want to be treated.Overall,a lot of my acquaintances have a tinge of dismay cause they depend soooo much on the services of Rogers and their tech support they practically are the slaves,not paid but paying slaves..and it does put one in a miserable state,which the machines are not capable of..then i conclude like monety,these gizmos are great servants but at some point(s),they aresomewhat masters and they are cold,rude,worse than animal,and we plug them in anyway and carry on...now rethink about it how much control do you have towards this machines,are they still tools or are they cop outs,void fillers or gadgets that make me feel good for their value and celeb status,they have discipline like the military in performance,but do we still have ours,and use them as aids and tools to further our info gathering and communication enhancing,time crunching capabilities??? and if i depend on someone or something for the life of me how am i going to relate and treat them with...GOLDEN RULE!thx uncle Rogers and your staff....you have brought the machine and the system back in good operating condition.....to the overdemanding people,try to stay as humans,do not turn into the machine you practically spend more heart and time with ,and live like a human not as a modem.....God BlessYou All!

Seems like some users here have had cruddy experiences. I have never had issues with them (ovr 5 yrs with them). My most recent issue was resolved quite efficiently. I had purchased a rocket stick to use at the family farm only to find out it was on the fringe area and speeds were comparable to dial up. I was told by the store rep i could return it within 15 days without penalty. After having it for almost a week I took it back and was promptly assisted with the cancellation and return of the stick. When I received my bill all the fees and monthly charges for the stick were at zero dollars so all i had was a few bucks for prorated usage charges. Not bad at all if you ask me.

While I agree that the automated system can be tricky all it takes is listening to the options and selecting the most appropriate one. I've only experienced on bad call to them and the rep was apologetic the entire time and when i spoke with the supervisor they advised me she was new and fixed my billing problem promptly.

My wife recently had her cell phone stolen at work. I called Rogers numerous times about the incident and they were very supportive and got us up and running again in no time. My hats off to their customer service they were patient and competent.

-have been a Rogers cable customer for over a decade& it's due to their super customer service, whether billing or tech stuff, Rogers always leaves this mechanic smiling.