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Raj Wadhwani - ContactCenterWorld.com Blog Page 17

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Rogers - great promo, bad execution

This evening I received a call from a telemarketing agency calling on behalf of Rogers in Canada. They were offering me a FREE rocketstick - their mobile internet stick. I was interested so I asked for more information and the girl who called me didn't really have all the info i needed. I asked if they would do a trial - they don't. So then I asked about any 'get out' clauses if i went for it and it was not performing that well - she replied "sure, you have 15 days" however she seemed uncertain how it would work but did say it could take 5-7 business days to get to me so in reality I might only have literally a couple of days to try it. I asked about roaming in the US and overseas - she did not really understand KB from MB and was getting them a little confused so I asked if she could send some info - nope was the answer. I said I would leave it then and she replied "it's a great product" - sorry but I don't buy something because the person selling it say's its a great product. Rogers - provide adequate information and allow the agency to email info or at least direct me to a website - you lost me and probably countless others because it's all too vague and smart business people don't just buy something because a sales person says 'it's good'. 

Publish Date: November 10, 2009 12:36 AM


CAA just couldn't get it started!

I just went thru some mail and found an invite from CAA to sign up for a low interest credit card. The flyer said i was pre-approved and the interest rate for almost a year is signposted at 1.9% so i thought i'd apply online as the invite suggested. So I typed in the web address and got a dead link - the marketing folks at the CAA forgot to set up a landing page for anyone visiting via the web - what makes this shocking to me is that the offer expires in 5 days so they have had this out for weeks and no one noticed they were not getting web applications? Bet when they have their review meeting someone will pip up and say they don't get applications on the web - not surprising really.

Publish Date: November 10, 2009 12:29 AM


What a hassle!

I have an Amex gold business card and received an email inviting me to pre-register for a platinum business card for business travelers. Wanting to find out more I called Amex and asked for some information and to make sure this was not some sort of scam. the first rep i spoke to had no clue so she passed me onto a colleague in Toronto. He would not tell me without going through a series of cumbersome security questions - what is this all about? Then after all that he had to put me on hold to check with a supervisor! In the end he could not help me because the department he wanted to put me through to was busy - didn't even offer to have someone call me so I said forget it - I have more pressing things to do and I hung up.

Come on Amex, sharpen up your customer service - it's really poor and this isn't the first time I have had service issues with Amex Canada 

Publish Date: November 4, 2008 3:45 PM


Crackberry

So here I am, a blackberry (or crackberry) user - hey, I do switch mine off at the cinema, when at a dinner, when playing golf etc :)

Anyway, I wanted to change some options so called Rogers my cell phone provider. after getting through to the right person I asked about changing vm. Anyway to cut a ling story short at the end if the call with this friendly agent he advised me I could go on an unlimited email plan for half the cost I was paying. So naturally I agreed. He sent me a text message to say it had ben changed. However he did not check if I was a user of the BES - this is a corporate email system and manages my email. Result was I wasn't getting any more email. Hooray some would say, but thats why I have this nifty device. So I called back and after a few minutes I reached another helpful agent - I suggested to her that this may the problem and she said she would take a look. She confirmed I was right and said she has had other clients with similar issues and now asks if they use a BES system before changing plans. Anyway, she changed my plan and I started getting email. I am not saving as much as was promised as I am on a different plan but my emails are coming through and I save a few dollars each month. I was surprised that this occurred in the first place - folks at Rogers - please update your scripts or training so folks like me don't suffer!  

 

Publish Date: August 24, 2008 7:07 PM

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