I spent 1.5 hours on the phone today with Rogers, getting my internet and tv service straightened out.
I moved into this building almost 3 months ago and got Rogers internet. It was a promo deal that was only to last three months.
So, I did some research and discovered another provider that offered similar service at a somewhat lower price - Teksavvy.
I also did research for reviews on Teksavvy and found that recently their customer and tech service had gone down and there were many complaints.
So, I had no real intention of leaving Rogers, but I wanted some ammunition in dealing with them.
The opening voice mail menu gave me an option to "cancel my service" and that was the option I chose. I spoke to a fellow there and told him that I had discovered a cheaper cable internet provider, Teksavvy, and would have to cancel, because the three month promo was almost expired and i could not afford the higher rate.
I also mentioned that i might be interested in cable Tv and a home phone.
He said something about he wanted to see what he could do for me and put me on hold for a long time.
He came back and offered me the same service I was now receiving and a lower price than I was now paying! He also gave me a good price on basic Cable TV with free installation!
One of the charges on my bill was modem rental of $12 per month. I told him that I would rather buy a modem and avoid this charge. He offered to sell me the modem I was renting for about $250.00. Nice of him, huh?
I had researched the issue and found modems that might work with Rogers for under $100. The Motorola SB 1641 in particular which got great reviews.
So he transferred me to tech support to find out if this modem is compatible. That guy then transferred me on to "a fullfillment" department and he put me on hold for several minutes to find out if the modem is compatible. It is!
So I had that guy transfer me back to the original department to place the order and find out how to handle this modem switch.
Well of course I had to go through the whole process again, and finally got aggreement to the packages I wanted and the woman there then said that installation of the cable box would be $49.00.
I told her that the previous guy has said free installation, but she stuck to her guns and would not give in... so I told her to cancel my service and I would go elsewhere (total bluff on my part!).
She said "ok" and told me she was going to transfer me to a customer service agent to handle my cancellation. Then a few minutes later she came back, apologizing and said she had found a special deal where I would get a $50.00 credit in three months which would offset the installation fee.
I agreed and we finalized the deal in a friendly manner.
I believe that all through out this process Rogers acted in a devious manner, revealing "better deals" only when when threatened with loss of a customer. I was calm and polite through out the whole process, but it took me 1.5 hours on the phone just to get this settled.
Now, I'll have to watch my bills carefully to make sure they do what they agreed to do.
Rogers bah!
I moved into this building almost 3 months ago and got Rogers internet. It was a promo deal that was only to last three months.
So, I did some research and discovered another provider that offered similar service at a somewhat lower price - Teksavvy.
I also did research for reviews on Teksavvy and found that recently their customer and tech service had gone down and there were many complaints.
So, I had no real intention of leaving Rogers, but I wanted some ammunition in dealing with them.
The opening voice mail menu gave me an option to "cancel my service" and that was the option I chose. I spoke to a fellow there and told him that I had discovered a cheaper cable internet provider, Teksavvy, and would have to cancel, because the three month promo was almost expired and i could not afford the higher rate.
I also mentioned that i might be interested in cable Tv and a home phone.
He said something about he wanted to see what he could do for me and put me on hold for a long time.
He came back and offered me the same service I was now receiving and a lower price than I was now paying! He also gave me a good price on basic Cable TV with free installation!
One of the charges on my bill was modem rental of $12 per month. I told him that I would rather buy a modem and avoid this charge. He offered to sell me the modem I was renting for about $250.00. Nice of him, huh?
I had researched the issue and found modems that might work with Rogers for under $100. The Motorola SB 1641 in particular which got great reviews.
So he transferred me to tech support to find out if this modem is compatible. That guy then transferred me on to "a fullfillment" department and he put me on hold for several minutes to find out if the modem is compatible. It is!
So I had that guy transfer me back to the original department to place the order and find out how to handle this modem switch.
Well of course I had to go through the whole process again, and finally got aggreement to the packages I wanted and the woman there then said that installation of the cable box would be $49.00.
I told her that the previous guy has said free installation, but she stuck to her guns and would not give in... so I told her to cancel my service and I would go elsewhere (total bluff on my part!).
She said "ok" and told me she was going to transfer me to a customer service agent to handle my cancellation. Then a few minutes later she came back, apologizing and said she had found a special deal where I would get a $50.00 credit in three months which would offset the installation fee.
I agreed and we finalized the deal in a friendly manner.
I believe that all through out this process Rogers acted in a devious manner, revealing "better deals" only when when threatened with loss of a customer. I was calm and polite through out the whole process, but it took me 1.5 hours on the phone just to get this settled.
Now, I'll have to watch my bills carefully to make sure they do what they agreed to do.
Rogers bah!
