March 1, 2012

Me & Rogers

Me: "Hi, Rogers? I put a text package on my kid's phone, and it is now apparent that he will not be needing 100 texts. It seems he only needed one, to say 'I'm here, I'm turning off the roaming now' and that is that. However, my other kid is going to the States today, so can I transfer that package over to his phone, or better yet, just let them share it? It's all on the same bill. It's all the same account. I pay it."
Rogers Rep: "No."
Me: "Did you get what I just asked you? It makes sense to me. I've been a customer since 1990. My account number is something like 4. How can you not just use this package on 2 phones on the same account? An account that you have hosed me on for decades. It's like I've paid for 22 years of orthodontia on these phones."
Rogers Rep: "I heard you. No."
Me: "I'm aware you don't make the policy, but this makes no sense to me. I just want you to either move the package over, or apply it to the account rather than the phone. Please."
Rogers Rep: "No."
Me: "You got a supervisor there?"
Rogers Rep: "Yes. One moment please."
...cue stupid ads for more Rogers products, which I'm totally in the mood to buy now, obviously...
Me: (After waiting 5 minutes during which I've watched Christopher pack for his first long road trip alone by loading into the car his laptop, a backpack and a granola bar. He'll be gone for 6 days) "Stupid Rogers, I'm too busy for this...." and then I hang up. I got to suggest to Christopher that he might like to put in a jacket and some mittens.

Two minutes later, the phone rings.
Me: "Hello?"
Rogers Boss: "Ms. Sommerfeld? This is Rogers calling. You wanted to speak to a supervisor?"
Me: "Uhm, yeah. I gave up waiting. Thank you for calling me back though I'm a little creeped out now that you phoned me back on my home phone (I said the part in italics to myself)."
Rogers Boss: "My name is Can't Remember. What can I help you with?"
Me: "Well, I'm told that I can't use a text package I purchased on my account for a different phone on that same account."
Rogers Boss:"No."
Me: "But that makes no sense to me. It's one account; it's a certain number of texts, which expire, and both my kids are in the States and should be able to use them."
Rogers Boss: "No, that makes perfect sense. Once those packages are out of Rogers areas you are dealing with totally different companies and we can't just switch things out."
Me: "No. I bought this from you, on your website, under your banner. Totally different companies are your concern, not mine."
Rogers Boss: "Lorraine, I suggest you look into something like Wikipedia to understand how these things work."
Me: "ARE YOU KIDDING ME? DID YOU JUST TELL ME TO USE WIKIPEDIA AS A SOURCE FOR WHY YOU'RE RIPPING ME OFF?" I may have raised my voice a little here. "I won't even let my kids use Wikipedia as a source for homework. Have you heard of Stephen Colbert?"
Rogers Boss: "I'm just trying to make you understand why what you're asking couldn't possibly work." I got the distinct impression he hadn't heard of Stephen Colbert.
Me: "Anything can work. You're being ridiculous."
Rogers Boss: "Madam (note: I've gone from Ms. Sommerfeld to Lorraine to Madam in about 25 seconds) I'm sorry you feel that way."
Me: "You're sorry I feel that way? What you are telling me is ridiculous. You make all these commercials about happy families all sharing minutes and plans and how awesome it is, and yet the first time I ask a very straight forward thing about sharing a plan, somehow all the happy sharing families go out the window."
Rogers Boss: "I'm sorry you feel that way. You are entitled to your opinion."
Me: "I'm aware of that. You are reading off a script and handling me. Do you really use those lines and have them work, ever? You've explained nothing coherently, you've requested I take myself off to Wikipedia to have one of your policies explained to me and now you're reading lines off a How to Manage a Bitchy Customer poster?"
Rogers Boss: "You're obviously intelligent; but that is our policy."
Me: "I know I'm intelligent. I don't trust Wikipedia. But you do, and you even recommend it. That makes me nervous."
Rogers Boss: You are entitled to your opinion. That's what makes this country great."
Me: "::thud::" (Yes, those were his very words. He actually said that. I could practically hear him turning the page in the training manual)
Me: "You're a Conservative, aren't you?"

And then I hung up. And no, I didn't get what I wanted. And no, I shouldn't have said that. But Rogers, you failed today. And the only thing that saves you is that all cell companies are just as bad. I can't believe my bills keep climbing, the service keeps getting worse, and you don't even pay for my blood pressure meds.



Anonymous Annie said...

Madam, you're hawt when you're angry.

March 01, 2012 7:35 PM  
Blogger Lorraine said...

That's Ms. Sommerfeld to you...

March 01, 2012 7:40 PM  
Anonymous buzzwhack said...

That's too bad Lorraine.Unfortunately, what he said is true. It's all about whose cell tower and relay system Rogers is borrowing to provide that service. They pay someone, the dude who owns the tower network and you pay Rogers back that amount plus interest. As for your chat, check out CSR rants on Youtube sometime. The Rogers ones are great!

March 01, 2012 8:48 PM  
Blogger Chris Brown (not the felon) said...

I got fed up with Bell when it took me 2 hours every time I called to complain that they were charging me for long distance roaming within Canada when I was calling the people on my family plan whom I could call FOR FREE anywhere in Canada. I felt like a muppet when their head explodes.

Or Beaker. I always felt a kinship to Beaker.

Anyway we're with Telus now and the 3 times I've had to call them I've had nothing but exceptional service. And they have gone out of their way(s) to help with stuff that Bell would simply have laughed at. Abandon Rogers (but not recklessly) and come over to Telus. There's flowers in fields, and music, and Bambis. And free turkeys in every pot. It's the NDP of phone companies.

March 01, 2012 9:38 PM  
Anonymous Anonymous said...

I am at loger heads with Rogers regarding my services, and the fact that they wouldn't honour the offer to cover the 100 rebate for the PVR I had purchased, which I have threatened to go to Bell. They said sorry to lose you as a customer)I get penalized if I do it before the end of August.
I hade a Company phone plan which I had and was using Bell. Rogers offered me a phone for zero dollars. I checked with Bell to ensure that my plan had ended (they told me it was finished Oct 31. I said great, thanks. I went to
Rogers and took up their offer. All is great. Today I get a bill from Bell in the amount of $200 plus our heavenly HST. Reason. "early termination of the previous phone plan.
We need more competion!!! WRC

March 01, 2012 10:41 PM  
Anonymous Anonymous said...

need spell check. It should read "competition"

March 01, 2012 10:45 PM  
Blogger Chris Brown (not the felon) said...

I had the exact same problem with Bell. When we terminated with them (should have hired the Terminator instead. Less aggravation) we got a bill for $800 for early termination of all 4 family members. It took yet another 2 hours on the phone and a talk with higher-up mucky mucks to make them realize our plan was done 6 months ago. I think those phone calls took 10 years off my life.

Perhaps I should sue.

March 02, 2012 8:29 AM  
Anonymous Anonymous said...

I have all my services with Rogers and I am as impressed as you are. I am sure I have "Warning: Bitch" stamped all over my file from trying to resolve my numerous problems.

March 02, 2012 8:32 AM  
Blogger Lorraine said...

I've learned at most places, I call and say "just put me through to Customer Retention".

You'd think the fact they have an entire division called Customer Retention would clue them in, no?

March 02, 2012 9:57 AM  
Anonymous Anonymous said...

I actually checked out the Wikipedia for Rogers.Just as confusing as the conversation that oyu had with "Rogers Boss". Makes oyu want to toss the whole cell phone / internet / cable thing and go back to rabbit ears, Canada Post and party lines.

lethsead ngalth. WGJ sums it up nicely.


March 02, 2012 11:48 AM  
Anonymous Anonymous said...

I agree that Telus (so far) has been superior in service for me. I use them both for personal and work and I really haven't had any complaints about them. They have actually given my sons' credits on their account for things that they have done stupidly and really should have been paying for. I made them call about it and they got the credits applied all on their own. Run away from Rogers, don't go anywhere near Bell and give Telus a try. (I would suggest the store in Waterdown, the guys who work there are grown-ups, not kids at the mall, and they know their stuff!)

March 02, 2012 12:58 PM  
Anonymous Anonymous said...

Robot club report - MMR in 30th place, Central in 9th out of 54 teams. There was supposed to be some live streaming of the competition but I can't find it.

March 02, 2012 3:00 PM  
Blogger Lorraine said...

Thank you so much for the Robot update! Ari is 'manning' the robot (driving?), so this is great!

The weather down there is scary bad I just to find some weather reports.

March 02, 2012 4:15 PM  
Anonymous Roz said...

Do any of you Telus fans know if their phones work in the Muskokas? I want to ditch Bell and change but the whole process makes me barf. Love your rant Rainey.

March 02, 2012 4:45 PM  
Anonymous Anonymous said...

Robots for Central up to 4th! They are doing amazing. MMR is up to 27th, still pretty good for such a new team.
Hadn't heard about the weather, they don't leave until Sunday morning so hopefully it will pass by then.

March 02, 2012 4:47 PM  
Blogger Chris Brown (not the felon) said...

Ms Rozniak.

Being a poor suburban dweller, I have no idea if Telus works up in the Muskokas. As pretty much everyone shares cell towers my guess is yes. If it doesn't you could always buy a satellite phone. Way more "WOW" factor.

We have friends in Atlanta who just posted a picture of their Tornado emergency Kit. Congrats to Central and their "driver". Really? Driver? Please don't tell me you say that pilots drive the airplane.

March 02, 2012 5:50 PM  
Blogger Lorraine said...

He's the remoter. The basher guy. Don't ask me difficult questions.

I'm sitting here wearing his football t-shirt (Go Central Trojans!) and feeling all sporty.

Yes, that is the team name. I went there too, and all the teams are the Trojans.

It was snickerish back then, and it's just as bad now.

March 02, 2012 5:55 PM  
Anonymous Anonymous said...

Unfortuntely we still need Rogers or Bell for other things than phones. UGH!!! WRC

March 02, 2012 6:38 PM  
Blogger Lorraine said...

I dream of going off the grid. Living in a tiny cottage, talking only to chipmunks, trimming my hair with nail scissors and bathing...occasionally.

I will find an old manual typewriter and crank out a master manuscript, then pedal my bike (with large basket) to town to have it mailed - with stamps - to a famous publisher.

And all will be wonderful until I realize I will have to talk to real people, get a real haircut, trade in my bike for a car, and bathe.

As I write this, I have a BMW and a Porsche in my driveway. I am home alone this weekend. With two cars. I am the antithesis of all I actually want.

And somewhere a kid is eating a dirt sandwich.

So. What were you saying?

March 02, 2012 6:43 PM  
Anonymous Padraig said...

Rogers, Smogers - I just have a PC pay as you go phone, which I use for texting my son, who doesn't answer his cellphone, presumably to avoid his creditors.

Go, Trojans - bash those 'bots!

March 02, 2012 10:21 PM  

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