rogers – more of the same

So.

Someone from Rogers replied to me on the weekend, a lengthy email full of nothing and yet rife with typos and continuing to miss the point entirely.

To sum it up:

Blah blah Facebook blah blah Twitter blah blah not the right forum blah blah blah. Name, postal code, birthdate?

and of course:

I understand your frustration, Oh Valued Customer. Call me!

It’s almost like they are TRYING to be useless. My latest reply:

You have suggested that I need to send my concerns to you in an email format. Unless it is so extremely well hidden that I could not locate it, there is no email address provided on your site as a means to contact Rogers. The story of my customer service experience with Rogers is a long one (and I wish it were not so) so I had a long comment to make. Given that you have forced me into such a long story and given your site completely and inelegantly prevented me from submitting a long comment AND given that I had no email address to contact you, the best I could do at the time was to type up my comments externally and forward the link to you.

You have stated that using forums such as websites and social media sites are not the correct way to have complaints addressed. You seem to be missing the point that in the absence of giving your clients a forum on which to submit their (sometimes long) complaints, they will take their voices somewhere they will be heard – if not by you, by hundreds of other people. Instead of having one person (me) aware of your ridiculous customer service, hundreds of people are now aware of it. If that is the face you wish to put on your business in the age of social media, so be it.

In any event. Once again, for about the 15th time, here are my relevant details:

Postal code: XXX XXX
Cell number: XXX-XXX-XXX
Date of birth: XX/XX/XXXX
Account number: XXXXXXXX
e-care order number: XXXXXX

My email address, phone number and e-care order number were provided with my original comment. I do not have a pin number.

I am not sure why you would make reference to contacting Pay As You Go customer support. I am not, and never have been, a Pay As You Go customer. I have never mentioned that in any of my contact with you – the only reference to Pay As You Go is in my blog post, which, according to you, you are unable to read.

I would rather eat glass than attempt to make my way through the minefield you call your customer service department. The last time I called I was cut off (repeatedly), transferred to about seven different people AND ended the call after 45 minutes no closer to a resolution that I was when I began the call.

Which is kind of the point.

Please do not thank me for my patience, and do not tell me I am a valued customer. Valued customers would not be asked to be as patient as you have FORCED me to be. If you valued your customers you would not have them experience such extreme frustration every time they contact you. From the first time I called Rogers, every contact has been an exercise in frustration. I have been given conflicting information, cut off, passed around and mislead.

If I were a valued customer, you would have returned the money you owe me in a timely fashion. If I was a valued customer you would have attempted to resolve my issue in one short phone call, rather than make me spend literally hours trying to resolve this.

I will only believe I am a valued customer if you immediately return my money, provide me with an explanation as to why you have held this money for so long AND explain to be why I have had to go to such lengths to have this issue resolved. At this point simply returning the money is not enough.

Thank you. My original comment appears below.

…..

Lather, rinse, repeat…SIGH.