Jessica, do you know why Rogers’s customer service is so bad? This is one of the questions our readers ask a lot. Well, we´ve got you covered.
Rogers Communications is a telecommunications store in Canada that supplies people with smart phones, home surveillance equipment, TVs, wireless services and so much more.
With a place as big as Rogers, you’d think they would maintain tiptop customer service. But, if you browse online reviews, they have more one stars than most companies.
The article below discusses 6 reasons why Rogers’s customer service is so bad. These include unacceptable customer service, dishonest business practices, installation screws ups, and shady sales, among many other problems. Such complaints span every service and product they offer without any visible improvement.
5 Reasons Why Rogers Customer Service Is So Bad
1. Unacceptable Customer Service on the Outset
One of the biggest complaints people have is how unacceptable the customer service is at the outset.
They promise full reimbursement or correction of issues brought to their attention, but there’s no follow-through. So, it comes off as being very deceptive, appeasing customers by telling them what they want to hear.
What’s more, when customers call back to check on the progress of their resolution, they seem to fail at rectifying the situation.
When some customers become so fed up with getting the runaround and want to cancel their account, Rogers still doesn’t do anything to remedy the initial situation.
Representatives will even attempt to deter frustrated customers from cancelling so that the sales person can keep their commission.
They reinforce this behavior in certain situations by speaking in arrogant terms, leaving customers on hold for over 1½ hrs, and outright hanging up on people.
2. Dishonest, Unfair Business Practices
The complaints mentioned in #1 are only if customers have success with getting the right people on the phone to handle the issue.
In some cases, it’s difficult to get superiors and higher-ups to get on the phone. Some reps lie to the customer, claiming they are the person of the highest office at Rogers when they’re not.
Also, several people complain that even after they cancel their account with Rogers, they will still receive bills and charges.
In some cases, unpaid invoices will go to collections, further damaging an individual’s credit. In other cases, they offer a refund in the form of a Visa Credit Card and most customers never receive it.
When the company responds to many of the online reviews, they’re very disingenuous and many of them often fail to further rectify the customer’s complaints.
For example, they use the same line to start their responses, which doesn’t display individual treatment. They are unfair and lack serious transparency.
3. Royal Screw Ups with Installations in Many Ways
Another problem with Rogers is that they often mess up installations in varying ways. This can involve everything they offer from internet service to TV and home surveillance.
For example, some people schedule an appointment for the internet, and when it arrives, they discover the day and time weren’t available from the get-go.
Others experience damage to their property when they uninstall equipment and further add insult to injury by denying responsibility for their mistakes.
What adds salt and lemon to the wound is how they end up making customers pay for mistakes made by reps. It truly provides for a very frustrating experience.
What makes matters worse is how they attempt to cover up their mistakes instead of being honest about them. One customer had a doozy of a time getting a technician out to connect services at a new address.
The first time the tech went to the wrong address and the second appointment found the tech at the old address.
4. Shady Sales & Employee Treatment
Additionally, their initial sales leave much to desire. Even when you buy something like an iPhone from Rogers, they will not accept a return or unlock the phone for you.
This is true even if you paid off the entire cost of the phone. They force customers to use their service in lieu of others.
This is also true of their TV bundles, internet packages, and home monitoring services. They seem to present deals that look good in advertising but in practice, they leave a sour taste in many customers’ mouths. Far too many reviews direct prospective customers away from them because there are far too many nightmare stories.
Most of their shady sales activity seems to center around a rep’s ability to earn a commission. It’s as if once they rope in a person, they will hold onto the customer’s money in the hope of retaining the commission indefinitely.
This means Rogers also shafts their employees by docking their pay if a customer receives a refund.
5. Several Other Issues
Other problems include the poor coverage area of smart phones and internet as well as the diversity of products, website clarity, and poor affordability.
In fact, they don’t often receive more than three stars in these regards. All this simply adds to the poor reputation Rogers has built for themselves.
6. Failure to Change Their Customer Service Practices
What’s even more amazing than any one of the five reasons mentioned so far is Rogers’s lack of attention or desire to change how they operate.
Regardless of their knowledge about all the complaints available over the course of several years, they tend to continue their brand of customer treatment.
One of the most common threads in every complaint is when a customer wants to cancel their account. The fact that they don’t ever change this practice should be a huge red flag to anyone interested in doing business with rogers.
Read also >> Why Is Comcast Customer Service So Bad? (10 Reasons Why)
Read also >> Why Is Cox Internet So Bad? (13 Reasons Why)
Conclusion
As you can see, Rogers is a company that acts in a rather less than professional manner. They don’t seem to care about customer satisfaction and problem resolution.
Indeed, there’s a definite air of caring more about their employees and protecting their interests.
Rogers makes many false promises and customers generally and genuinely do not trust them. It’s amazing they’ve been in business for over 20 years when their negative reviews outweigh the positives by clear numbers.
References
https://rogers-communications.pissedconsumer.com/review.html