I whined long and hard to rogers about the crappy service a few years back, they told me to shove it. So I switched over to Bell expressvu. What a difference in the quality..... then bell went to hell and ended up switching back to rogers.... $110 a month for tv and internet, lets not even bring up my cell....... I heard Shaw is back in town so I'm a gonna go see if theres any better deals there.
I think the problem is these companies, ALL of them, realize that we don't have a choice and the government won't do squat to protect us consumers. I feel they've forgotten the basics of business: it takes infinitely more money to get a new customer than to get a keep an existing one.
I think the problems lie in the management (or mismanagement if you were) has no idea what customer service is all about and they get so big, the fine details of keeping customers gets lost.
Ok, so Bell sends me a bill with a date: due on January 12th. So I think to myself, I have to pay this bill on January 12th....logic right? Umm nope....they cut off my phone and internet on January 5th. So I have to go into town and find a pay phone, spend 4 hrs on the phone with them and say "wtf, the bill says due on January 12th" they say ummm no, that means you have to PAY by January 12th. Umm It's January 5th.....I tell them....TFB they tell me, give me $300 deposit to get your services turned back on....>WTF so I scream blue murder at the supervisor and he turns my services back on.
Then another time I get a bill (and have signed up for preauthorized billing) and I know I might not have the funds available in the future so I pay the bill earlier (by 2 weeks) through my bank. Then on the preauthorized date, they try to take the money out again. Now I have to say: my online bill showed my account as paid......When the payment doesn't go through? they cut off my service once again. I spend another 4 hrs on the pay phone in town and again, they want $300 deposit. I get on with a supervisor and say to him: wait a second, you are penalizing me because I paid fricken EARLY????? again, they turn my services back on with no depsit required. The kicker to this story is: the preauthorized payments go through whether you OWE them money or not. The first CSR told me it was up to my BANK to stop the payment from going through and to NOT pay my bill early.....FFS.
