October 28, 2013 Leave a comment
This is one of those blog posts that sort of writes itself.
This all started with my master plan, when I first moved into my apartment, of having cable for the first few months to get me through my surgeries and then eliminating it afterwards. After my convalescence I called up Rogers on July 28th and spoke to a very pleasant young man who urged me to keep my cable because it was only going to cost me $2.00 more to keep it than to get rid of it. I told him that I wanted standard pricing because I wasn’t in the mood to have my cable bills keep fluctuating and he assured me that he was quoting me was standard pricing. So I made my ragged notes, enjoyed about another 10 minutes of VIP cable before I got bumped down to basic and went on my merry way…until my next bill arrived it was about $50 more than that nice young man had quoted me.
On August 19th I called up Rogers and spoke with Patrick who advised me, with an admirable level of “I don’t give a shit” that the overage was because I’d been billed for a service call that hadn’t happened. Patrick also advised me to pay the bill so I wouldn’t get hit with any late fees and told me to just wait for a credit on my next bill. Always obedient, I did as I was told and paid the bill.
My September bill was about $20 lower than the quote I’d been given but certainly not $50 lower, as it should have been with the credit from the previous month. But I let it slide. I let it slide because I hate talking to service providers more than I need to. I let it slide because my last bill had been completely indecipherable and I assumed this one would be too. Like most people, I have better things to do with my time than to tussle over $30. But tussle I should have, because on October 18th I got hit with a bill that was yet another $50 higher than it should have been. This time I called in and the rest is meticulous note-taking history. Following are my un-enhanced notes from these calls.
October 23, 2013 (6:15pm, call duration 82 minutes)
Interaction ID I659567587
- Called Customer Relations and spoke with Ronel about the situation
- Ronel told me repeatedly the problem was the term pricing coming to an end and I explained that I had been advised in July that I was getting standard pricing
- Ronel worked up a quote with a number of options including keeping basic cable and removing it with various options for long distance calling
- I asked Ronel to send me a quote by e-mail and she advised me that I would receive it within 2 hours (at this point it was close to 8pm EST)
- Ronel offered to give me 6 free movies to offset what I had overpaid over the past three months but that didn’t make sense because if I cut off my cable I have to watch all those movies before doing so
- I advised Ronel that I would be escalating this issue because I feel I’m just owed back the money I was overcharged over the past 3 months
- Ronel put me on the line with Lisa (manager) who advised me that the reason my pricing was not what I had been quoted was because my term pricing had ended, despite the fact that I had repeatedly told Ronel that I was NEVER advised that what I was being quoted in July was term pricing
- Lisa finally offered (and I accepted) a $50 “goodwill” credit and indicated that now that I’ve been “educated” about my pricing I’m responsible for it–seemingly overlooking the fact that a Rogers rep quoted me a price, Rogers didn’t honour it and $50 covers about half of what I’ve been overcharged in the last 3 months
- Ended the call with expectation that I would receive an email quote by about 10pm EST and having been advised by Lisa that I would need to make a decision about changing my services by November 10th at the latest if I don’t want to be billed $141 next month
October 23, 2013 (11:28pm, call duration 23 minutes)
- Quote had still not arrived in my email and nothing my Spam/Junk
- Called to ask about when I should expect to receive the e-mail and was initially told by Scott that since I had escalated to a manager that it was probably not understood that I still wanted the quote (WHAT????)
- I explained that Lisa and I had discussed that I was receiving the quote and the time frame within which I had to decide on the quote so it wouldn’t make any sense that anyone would think that I didn’t want to the quote sent to me
- Scott saw that my quote does show up in their system and transferred me to Customer Relations to speak with someone who could help with getting me the quote e-mailed
- This person indicated that the system is having issues and that I would likely receive my quote in the morning and that he would text me the quote in the meantime, but that would still take a while to arrive since it uses the same system
- No text ever arrived
October 24 2013 (10:59pm EST, call duration 25 minutes)
Interaction ID I660004863
- Spoke with Jordan who basically just put me on hold several times after confirming my e-mail address twice to work on getting my e-mailed quote out to me
- Jordan advised me that he had to make a change to my account to trigger the e-mail, then reverse that change – the change was to my unlimited long distance
- Jordan advised that the e-mail should arrive within 3 hours and that I might receive it twice
- Not holding my breath
- This is a joke
- Downloaded Call Recorder for iPhone
October 26, 2013 (6:41pm EST, call duration 19 minutes)
- Kendall (female)
- Spoke with Kendall and let her know that I’m still waiting for the e-mail quote from the 23rd
- Kendall advised that there is no way to send me a quote from their system and that the most reliable way to get a quote is to go to a Rogers store and have them print me a copy of the quote
So after 5 days and 149 minutes on the phone with their reps, I’m left with this: Rogers, one of the three largest telecommunications companies in the country, can’t. send. me. an e-mail. Or won’t.
I sent an e-mail to the office of the president. I have slim hope that it’ll lead to anything.
In other news, I just LiveChatted with a Bell agent, got a quote and set up a tentative installation and they e-mailed me my chat logs within 10 seconds. Someone is doing something right.