Rogers Wireless
And so, my parents have been long time Roger’s Cable customers … easily 30yrs+, and they’d been in the habit to pre-paid the full year of cable services. Two years ago they finally decided to try Roger’s home phone and start paying for services month-to-month. My mom is really ‘old school’, she receives a bill/statement she’ll review it and pay it the same day, it is a rare thing for her to be late to pay a bill.
This month, probably the first time ever, my mom paid the Roger’s bill late. The payment was due on the 16th.., Roger’s or their collection department has called her daily since the 20th, not less than twice a day and some of the agents, beyond just being rough, have said they ‘will continue to call everyday until the past-due amount is paid!!!’ On the worst day of calling they called 4 times. They did not take into account mom’s 30 yrs+ of excellent pre-payment history!!!
Today we’ve sent out payment for the December statement and will be calling Bell tomorrow. Mom is so irrate she does NOT care if she has to pay more to get the same services she was getting from Rogers.
Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.
December 1st, 2009 at 11:04 am
Hello – This is Mary with Rogers. I just came across your post and am sorry to hear about your experience. If I can, I would like to help. Is there a way I could get in touch with you? You can also get in touch with me via Twitter at Twitter.com/RogersMary
Thanks,
Mary
December 10th, 2009 at 10:02 pm
Hi Mary,
Thank you for your dedicated follow-up. Today I was able to conclude mom’s issues with Roger’s. Though she did change her TV or phone services she is feeling better about Roger’s as a company.
You reaching out, the assistance of the president’s office, and the subsequent help of Matt, Kim, and Francoise, made us feel that Roger’s is concerned about customer service.
This may not have been the ideal resolution of this incident with a 32 year client, but you’ve reassured this 20 year client that Roger’s is a service company.
Thanks again, and season’s best.
Una
July 6th, 2010 at 7:06 pm
ROGERS COMPLAINT INFORMATION BELOW
Our cable/phone services don’t work in full, so we called to cancel. They then offered us 12 months free HD and a wireless stick for 6 months with a new two year contract.
Phil Hartling then sent us a letter saying we are not eligible for the month free HD but we are still bound to a new two year contract. I now see there is a charge for the wireless stick and i can’t cancel because I’m in a new two year contract!!! pretty much a scam. These companies make a ton of money from Canadians, and we only get ripped off. They also have to refund 30 million dollars due to accidentally billing Canadian. Accident?
We get over billed and then our credit rating is held hostage, if we don’t pay.
here is the best contact for complaints Phil Hartling: 416-935-4870 [email protected]
July 8th, 2010 at 7:42 am
i am fed up with the bs stop working on idiotic marketing stop over selling pie in the sky ,your just going to piss off to many people like me,today i got a $500 cell phone bill the greater portion of calls where incomplete my bills on average had been about 55 per month i am being charged for roaming on a third party system for calls i terminated when no one answered on the other end ,this in my laymans oppinion stinks and is a rip off im a victom of a technology i do not have control over i will be complainig to the crtc and seekinglegal advice my advice to anyone who has your service is to get out while you can i just dont trust your company period.
August 2nd, 2010 at 11:56 pm
Rogers is a corporation with very apathetic practices. They have me going around in circles fro a while. So, this is how it all began, the phone i had for a week stopped working, and i had to send it back to them. Guess what? rogers told me that they would not send me another phone until they receive the defective phone through UPS. that meant that i will be without any phone for the duration of the shipping process. keep in mind that they have to mail me the new phone!!! I call back this morning to find out that they have lost the defective phone, and I am shit out of luck until they find it! they will not send me a phone or let me get one from the stores. I also have recording of the calls i have had with them. i will publish them step by step. Everyone will enjoy the fact that everyone of these people have lied to me!!!!!!!
August 16th, 2010 at 5:21 pm
Don’t trust rogers, first they charge you a 6.95 System access fee(virgin and Koodo do not)which they claim is a government fee baloney just google it. I called to see about getting a cheaper price on my phone plan as it was up for renewal and was transfered to customer service. He was able to get me what I wanted for they price I wanted , but was only able to do it for one phone ( I needed two) so I thanked him and told him I wanted to cancel my account ( earlier I was told by another operator that I had to give 30 days)he said sure no problem. A 22days later and my account is still active. I called and was told that I had agreed to the new contract. Wow!! I asked him to listen to the recording and was told he believed me but I still needed to give 30 days. I said lets listen to the recording and was told I need to mail a letter requesting to listen to the conversation. I said I don’t want to bankrupt rogers I will just give you the ten dollars to be done with rogers, 6 years with Rogers and this is how I am treated. Why is it you pay more for rogers than anyone else, the name I guess sure is not the service……..
October 22nd, 2010 at 3:37 pm
I would also like to complain about poor service received from Rogers at 2200 Yonge St, Toronto.
I purchased a SIM card from them on Oct 20 2010 and attempted to activate it on line. The process was completed successfully (after going back to the store to buy a pay as you go voucher to load the phone with some air time). I then received an email from Rogers saying that hey couldn’t complete the activation and to call their activation help line. As I’ve just relocated to Canada (I arrived on Oct 19), I’ve been extremely busy, and the first opportunity I had to do this was Friday morning Oct 22. I went through the whole activation process again, but the phone still came up with a “Phone restricted” message when it was turned on. It then transpired that as it’s a Fido phone, it and would not accept a Rogers SIM card. I had originally shown the phone (which has a Fido label on it) to the person who sold me the SIM card. As a new immigrant I was unaware that a Fido phone wouldn’t work with a Rogers SIM card. This was simply an old phone that had been given to me by a friend and I wanted to buy some air time to use it for a while until my employer provided me with a phone. I would have expected the salesperson to have advised me of this fact and thus avoided the subsequent problems. However, she didn’t and I have now spent $20 plus tax with Rogers and have received nothing in return. I therefore approached the outlet to ask for a refund, but the manager said he couldn’t do so because he couldn’t be sure that i hadn’t used the air time. I responded by saying that I couldn’t have used it because my phone is still blocked, but he was adamant and wouldn’t listen to reason. Admittedly, it’s “only $20” but there’s a principle here: money was paid to Rogers in good faith and no service was provided. I am therefore very unhappy with the company and with the outlet on Yonge Street in particular. I would like Rogers to refund me the $20 plus tax and have laid a formal complaint and am awaiting their response.
November 9th, 2010 at 12:50 am
We have been with Rogers for years and pay the bill every month. This time we were almost I say “Almost” 30 days late. After being 2 weeks late the calls started!!! We got from 1-3 calls a day everyday till now cause we had not payed within a 30 day bill. We are now after many years looking for a new provider for our cable/internet/cell. There is a law if I recall when a collection department can call and how many times per day etc. If Rogers does not stop this type of treatment then I am sure many will take action. This is not the only complaint I’ve seen about rogers and noticed more since We have been late etc. CRTC and others will keep getting complaints if their actions to loyal customers don’t cease.
December 16th, 2010 at 9:33 pm
Rogers
Very poor service and do not followup with what they say they are going to do,
I would not recommend the service!
January 22nd, 2011 at 9:22 pm
This will be the 3rd TIME that Rogers has deceitfully and fraudulantly billed me in the same way. When the contracts are up, we are done.
I ‘prepurchased’ US minutes for a trip for my phone and my son’s. Supposed to be X number of minutes that are valid for a 30-day window. Noticing an extra high bill, I discovered they had put the package on IN PERPETUITY – after an hour with them, all back chrges removed, apologies, etc. Several months later it happened again. Same deal. I revised ALL packages – mine + 2 sons, and wouldn’t you know it — in reviewing my bill THEY HAVE DONE IT AGAIN!
I feel like someone who’s had an employee they have trusted for years only to find out they’ve been embezzling. I contract a service from you, I hold up my end by paying my bill – even pre-authorizing you to charge my credit card, I adhere to your contract terms—- and you turn around and reach deep into my pocket. Disgusting. I’ll be using a US number with a reasonable package and a reputable company from now on.
February 3rd, 2011 at 3:40 am
You won’t find a more money grabbing corporation on the planet. They will use every trick ever thought of to sponge money out of you. Read the fine print in any contract with rogers very thoroughly if you are dumb enough to sign up.
I’m fighting them in a class action lawsuit from 2 years ago and they still call to listen to my deafening horn blast.
April 2nd, 2011 at 3:24 pm
Here’s my story :
As a long time customer to rogers it is with complete confidence i can honestly say that rogers does not care about customers not withstanding the very few examples of how they overturned mistakes they had no choice to help but what about the customers that didnt have the best credit or paid late a few times. Why should we get bombarded with BS and no one will help?
Right now I am fighting with rogers on an issue that they outright refuse to fix let alone even acknowledge is their fault , they wont help and basically ignore any thing i say almost as if they arent listening at all because when i explain to them what the problem is they just totally change subject to what they want to address , so then im pissed and i say i want to speak to a manager and i get either “no you are dealing with me.” or we can have one call you which either doesnt happen in the 48-72 hours they say i am supposed to hear from them meanwhile the calls continue
Can someone please tell me what the heck a person can do to have a manager actually call and listen to me?
April 15th, 2011 at 12:59 pm
We have been loyal customers with Rogers wireless for many years. two and half month ago, we bought a 4 device on our family plan, a Blackberry, 45 days later, the camera stopped functioning. We called the tech support who instructed us to reload the operating system in an attempt to fix the issue. Did not work. We phoned Rogers tech support back and they advised that they will send us a new device. Three days later we receive a box, but in place of a new device it was a refurbished / second hand device!!! When we phoned Rogers wireless back, we were told that it is the manufacturer’s policy and therefore they cannot do anything. We spoke to several employees however “this is the way it is”. In other words, we keep paying our monthly bills for new devices and airtime etc, even though we received a second hand phone! Rogers does not have much competition in Canada, and therefore customer service is nonexistent. Notwithstanding the fact that we are paying far more than in the US for lower quality of service.
We have decided to not purchase anymore devices with Rogers, and to get out of our 3 years contracts (!) ASAP.
April 18th, 2011 at 9:41 am
DON’T LOSE YOU’RE CONVERTERS WHEN MOVING
April 18th, 2011 at 9:52 am
DON’TY LOSE YOUR ROGERS TV DIGITAL CONVERTERS WHEN MOVING- recently I put all my furniture in storage after selling my house. I inadvertently had my 2 converters packed & put into storage. Once I realized my error I contacted Rogers about the replacement cost. My digital box was going to cost $199 even though Rogers sells the box for $99. My HD box was going to cost $599 even though Rogers sells the box for $299 & Best Buy sells the same box for $279. In effect, Rogers charged me double the retail price & double the sales tax – $798 + tax in total on a depreciating asset. I wrote to the President of Rogers & received an email that stated “this was their policy” even though nobody could show me this policy in writing. This is not the first time I felt “screwed big time” by Rogers. Watch out for Rogers & document everything they tell you including the person you’re talking to. I think if you need to do all of this to CYA you’re probably better off dealing with another company
October 6th, 2011 at 8:31 pm
I called Rogers 3x and I asked the same questions and was give 3 different answers. OMG! So incompetent. The customer service person I talked told me she loved
her job. Yah, ok. I asked her why I can not see the end date of my contract when I go to my account online. She said it’s there and she looked for it but she can’t find it. Surprise! surprise! I told her that her co. does not want account holders to see exact date of their contracts. In fact, Rogers are praying that you lose or burn the copy of your contract. What crappy service. I wished Shaw Cable continued with their wireless plan. I am really satisfied with their customer service.
Oh yah, I almost forgot, somebody took an Iphone using my account and Rogers went after me for payment. They credited me after but boy the phone calls I got.
ROGERS IS A CO. I DO NOT RESPECT. The co. I worked for pays almost $20,000. a month for services. If I can talk everybody’s ears out they might just cancel the service. Hhhmmm…
January 21st, 2012 at 7:52 pm
We signed up for a three year contract with rogers. They extended the contract upon sending me another phone. Even though I told them I did not want to extend the contract.I paid the penalty on that one.Then when the plan actually ended. I received a bill and was told they extended my contract because I didnt cancel. We couldnt have been clearer that we would not be renewing. Rogers has mastered the art of extending contracts without signatures or approvals. Good luck if you signed one and think of the money they must make this way.
January 30th, 2012 at 8:25 pm
I have been with Rogers for over 18 years and I have never had much problem with them, until my last phone call…..I was so irate with the chick on the end, thought I was going to have a heart attack. Maybe I am from the wrong generation, in my 60’s and would not speak to my pet the way that gal spoke to me. And all because I have a broken phone…2 years into a 3 year contract, and will cost me over $100 to get a replacement phone and that’s with signing for another 3 year term….I did tell her to stuff the contract that I presently have and she said “$280 please”….so I am stuck with them for another year with a broken cell phone……
February 3rd, 2012 at 4:58 am
My impression of Rogers via it’s contractors
I had never worked for rogers although i always wanted to get a permanent job working for rogers but it seemed most of the work including entry level jobs was hard to reach and the only thing available in my area was working as a installation technicians for either intake or sc360 recently known as Metafor.
I learned that techs are not recruited as easily into rogers directly unless they have put in years for their sub-contracting companies such as sc360 or intek where this lady named Amanda kept putting me on since April, then in august said they will be training people soon but never called me back for an interview so in November i walked in and applied at sc360.
I heard Rogers is a Canadian company that provides Canadians with jobs but it is far from the truth, i noticed there is no sense of respect nor professionalism in these companies which Rogers contracts it’s services to who handle Rogers customers on the front lines, what i notice is that many people got jobs through other family members as their entrance, whites seem to secure jobs for other whites in east end, immigrants help other immigrants who happen to be the same exact race, such as Guyanese, Latinos, Chinese and Russians mostly as managers and trainers.
The regional manager himself spoke in a Russian accent and would behave like some Italian mob boss, he terminated my work in the last week of my probation period without a single valid reason when asked for decencies, after the hard work in the cold and working all throughout the holidays and giving up chance to work for other employers since most of the hiring for companies are done in January not in February. As they applied their powers without a single warning from instructor at the training in Markham or trainer or the managers in Ajax i felt It would have been better just being laid-off but the contract states even with no reason or charge-backs it can be done by their management it is similar to a worker walking out on a job or not showing up to work as his last day or not giving a notice to the employer.
They had provided inadequate training which last only a month in actuality, the trainer would show up an hour late every single training day and would rush through the day without explanation or teaching of installation of products and coding into RTD, only CSE and wall plates is how most of the training days were spent, Although had brought it to the attention of Markham they did not provide a different trainer in Ajax and said it is a battle that cannot be won.
I learned when working alone you will be subjected to days without orders and they will not compensate you for a 40 hour work week even though you work 44 hours a week and are a full time employee, also i learned that while theory training in Markham you may be subjected to your instructor calling you a jihadi and techs referring to others as Pakies, it is very unfortunate that this took place not once but twice.
I also learned that up sells are discouraged by management due to the time which takes for techs to communicate with PSSG, FSC and Dispatch having to recreate a new work order since the MPA at 360 does not provide an option for being offsite or recreating a truck-roll on a new order not to mention 99% of refurbished products being handed to customers are not provisioned properly and some are in very bad shape to begin with, boxes where the spigot in the back are bent and the system shuts on and off,some with a oily black tar like coating on the dtv’s, pvr’s, and hdbx’s.
I had many chances to sell products for rogers but due to the limited time frame, lack of training and discouragement from management i gave up the chance many times. Also i noticed the vehicles were in bad shape inside as they were handed on the first day and they do not provide place to set your laptops which you have to place on the passenger seat or in between the steering wheel contributing to ergonomics which just happens to be part of Rogers certification.
I learned it’s not about making sure FTR is applied rather how much money you can make for 360 by being fast and jumping onto other orders, despite how many charge-backs you may have, using amps, attenuators and other means to provide a temporary fix to the problems as well as ignoring the opportunity for making up-sells of rogers products.
Rogers happily contracts it’s services and training to people like the above and people like myself with no college degree have to be subjected to them by having to go through there rough, degrading behaviors just to get a good reference to apply for work at Rogers directly, i feel it’s not even worth working for Rogers, since they would provide their services through companies like the above. I am sure they have a better management system and apply professionalism outside of the east end region of Ontario, Canada.
February 9th, 2012 at 11:28 am
I am also having problems with Rogers. When you sign a contract with Rogers they have this arrogant attitude that their contracts are all valid under any circumstances. This is so far from the truth. Misrepresentation, for one, will void any contract and this characteristic of the company is quite rampant. it seems though that the laws in this country put the individual at risk regarding their alleged debt to these companies because they threaten and intimidate you to pay the bill or else they will register the debt with the appropriate credit agencies, and this without due process if you are disputing the said debt.Before any debt is registered as a debt it should be well established, in court, that it is in fact a viable debt. Creditors are allowed to do this with impunity.
March 10th, 2012 at 7:07 pm
Glad to see I’m not the only one getting screwed by Rodgers. I just tried to cancel my account. It’s taken me over a week because of all the barriers they keep putting up. Finally, I get to somebody who will cancel my account and he tell’s me the deposit I was required to give them has already been refunded! To whom I asked? I know I didn’t receive it, but I say forget it I’m done with Rodgers. He then offers me 6 months free if I stay! I say not a chance. Then he tells me they will cancel the account a month from now. A month!!!! I pointed out that if I had ported my phone number over like I had originally tried, there wouldn’t be any 30 day cancellation period. I also told him I didn’t agree to that in my contract, he said: too bad.
Never ever use Rodgers
August 27th, 2012 at 3:36 pm
It is remarkable to me that Rogers Client Care lacks in retention and savings of their Clients! As of the 24th of August 2 clients, one which was with Rogers since 1997 or earlier chose to leave due to Client Care. If you are letting your clients leave at the drop of a hat where will you be when the smaller companies eat your clients up?!?!?! Then to only learn that since our port has gone through Rogers is going to ding us for features that if removed before we chose to port would not be billable for the final 30 days. Very interesting, the entire practice should be re-evaluated. As for coming back to Rogers, ever….sorry not in this lifetime!