More on Rogers

I decided to try and different tactic with Rogers- start complaining in writing, which can be tracked and forwarded to many people. I tried the CRTC, but they said since long distance is de-regulated they have no authority. They suggested trying the better business bureau, which I will do next. Maybe. Again, this is taking up too much of my time, it just irks me, so I can't let it go.

I won't bore you with all the correspondence, but below is the response from Rogers to a written email I sent yesterday. Note the bolded text, they think I am complaining but my issue has been resolved! Actually, I don't believe they thought anything, the response is so general it is not likely they looked in to the issue, even though I provided my account number and full contact info.

Dear [Wooly Woman- and they spelled my name wrong!!],

Thank you for taking the time to write to us, we appreciate your use of online customer service.

In your recent email, you have provided us with some feedback.

We truly apologize for all the frustration you have experienced. Everything should have went much more smoothly for you, unfortunately it did not. Although we are pleased that you did finally receive what you were looking for - you should have received that service a lot sooner. We will forward your email to our management team so they can review it and find opportunities for customer service improvement. When our customers provide feedback of negative and positive experiences we really do take them to heart. All of our company changes, including the creation of the Rogers website itself, came about from customer's feedback. Thank you once again for providing us another opportunity to keep you as a customer. We hope your next customer service experience will be a pleasant one.

Thank you for visiting Rogers.com.


Best Regards,
Lucy O.
Rogers Home Phone
http://www.rogerstelecom.ca



1 Comment:

  1. Krystal said...
    I hate when you get the run-around from different organizations and companies, because they just don't want to take the time to deal with it.

    It doesn't make sense that as the consumer, we have to do all the legwork to correct the mistakes that the company made. And then they make it sound like they're doing us a favour by doing anything about it when we complain!

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