Rogers Canada - you should get an award! - Raj Wadhwani - ContactCenterWorld.com Blog
I'd like to share with you my recent experiences with Rogers Canada. They make for a great lesson in customer care and how to make processes slick and convenient for the customer.
Don't think I am going to say nice things about Rogers, rather the opposite - talk about bad practices - these folks need some help. Here is my latest experience with them.
Dec 2 2009 I called about 2 phones I have and I wanted to ask about terminating one and downgrading another whilst I was out of the country. I got some information that would help me. The plan was to cancel one on 24th Dec and downgrade the other. The phone we were cancelling was playing up so we thought we would replace it when we were back in March 2010.
On 24th Dec 2009 I called Rogers again and asked to downgrade my phone and cancel the other. Seems I was not aware that i should have been transferred through to another dept to be cancelled - the agent I spoke to gave me the impression all was completed as planned.
I came back March 24th 2010 and on 26th purchased a new phone on the Rogers network so I would once again have 2. Little did I know they never cancelled one of them in December so now I had 3. When I found out I called in again and asked someone to find out if they could pull the phone recording and listen to what I asked for in December - they said they could not - I would have to speak to a manager. I asked for one to contact me - never happened.
Today I called again and spoke to an agent about adding some services and enquired about the phone that should have been cancelled and she confirmed it was still active! I asked for them to cancel and was told i would have to be transferred to another department and was duly put on hold. what seemed like ages later I had to hang up - I had a meeting and was now running late.
So as soon as my meeting finished I called Rogers again and when promoted by the IVR I said I want to cancel. the agent who took my call 'Bill' was very efficient and helpful - probably the best I have ever had from Rogers. I explained the call and he looked through notes and confirmed I had called in on 24th to downgrade one phone but that there were no notes about cancelling. he then explained that I should have been transferred to another department at that time to complete the process. i explained that as far as I was concerned I had done what I was supposed to and added that I am not aware of their procedures and that when I request a cancellation I should not have to know their processes - that’s for them and if I was not put through correctly that’s not my fault. He understood and we spoke about the calls I had made. I asked for the recorded call to be made available and he could see I had requested this earlier.
Eventually he told me that I would have to write in to request this. Now I was on my hands free kit driving so i asked if he could email me the address - he said they don’t have email. i then asked if he could text me and he told me they cannot text. I then suggested we hang up and he call me back, I let it go to VM and he leave a message - surprise surprise - he told me he cant make outbound calls. So I had to find a suitable place on the highway to stop to write down an address. Crazy! I then said can we at least make sure we cancel the phone and he advised me I would have to be transferred to another person. I asked why especially as that was the option I selected on the IVR - it did not make sense. he told me their job is to save customers and not cancel - that’s another dept. What a long drawn out process.
So I was transferred to another agent eventually who then asked why I wanted to cancel and I explained again. She told me she would have to put me on hold whilst she does this - I asked if she could call me back because I had been on the phone for probably 30 mins. she said no, I was not one of the approved call back scenarios - seems f there is a systems failure, or we get disconnected they will call me back, but not if I request it! by now I was starting to get frustrated (I try hard to keep my cool because it's often not the agents fault - its what they are told to do). So I had to hold whilst she pressed a few buttons at her end. she then came back and told me it would take 30 days. I said 30 days for what? The phone was dead, no calls had been made/received since Dec 24th and I would have to wait another 30 days? Policy apparently. I said fine, i would be disputing the situation and I said thanks goodbye. She stopped me going and told me she had to give me more information and proceeded to reel off what must have been like 2 minutes of policy information. I asked if she could email me and, surprise surprise I got a 'No'. she could read it again and I could make notes. How crazy is this. Anyways I said look I have to go and confirmed that’s it. she said yes and I ended the call.
Come on Rogers - why do you u customers through all this pain and hassle? Do I really have to write to Toronto requesting my call recording to be made available? Why don't you equip well trained agents like Bill with the ability to cancel and give him tools like email and at least texting capabilities? Why can't a customer request a call back? Why is doing business with you so hard?? You are not creating loyal customers - you are torturing the customers you have by outdated and poorly thought through processes. I would love to hear why! We have a choice and I will never sign with you guys again when my cell phone is up for renewal.
If you want to comment email me at firstname.lastname@example.org
Publish Date: May 7, 2010 10:07 PM