Are you happy with Rogers?

[arcsvibe]

Curious to know how you guys and gals feel about Rogers (their services, plans, phone selection). I've only been with them for 2 months now (was with FIDO for 3 years before that, great company, sucky phones and after the switch to the discount brand carrier their CS went kinda downhill)

I signed up with the EPP Plan, added My5 and the 30$ WM Value pack and am very happy with it.

[devilman]

I've been quite happy with them so far.

[quicksilv3r]

I have been with Rogers since they were Cantel. So almost 13 years with them, no problems with them. They are IMO the lesser of all evils as my wife works for Bell Mobility in the call centre and she has been with Rogers for a long time too and Bell can't convince her to take on of their phones and an EPP with them lol

[live_strong]

I have been a happy Rogers customer for one year now and have nothing but positive experiences with Rogers Customer Care.

In the 12 months I have been with Rogers I have only had one billing error and that was before I switch to the $17.50 EPP plan from a family plan. The error was easily correct-we were being billed for calls to each other resulting in overages. The customer care representative realized the problem and credited the amount back to the account and added a $5 "goodwill" credit for the error. She followed up with us next month to ensure that the issue was correct-which it was.

[dirtyj]

4 years with Rogers here... good times... just sometimes the reps don't listen when you tell them what you want to do.

Although, I have experienced very rude customer services reps though even after identifying myself as an employee LOL. Took me 6 calls to get APN3CON added to my account to link my $30/6GB to my Blackberry. Nobody would do it. Got one girl who told me that I was wrong, the code didn't exist, and that I will have to pay $0.05/kb to use data on my Blackberry. I told her to look it up in Library and that I was a Rogers employee as well. She's like, it can't be done!! and hung up on me LOL

[serans1987]

i have been with Rogers for about 5 years now had my ups and downs, but i being okay recently with them. Once you get a good CSR than all is well, on the other hand get the ones that don't understand anything not a pleasant conversation. Rogers could improve on plans, pricing, data for sure, their discount giving is the best. They never try and let the customer leave when they go to retentions. My experiences.

[daking]

I agree that they are the lesser of the evils. I would admit telus plans are lookig kinda nice but i'm happy with my corporate plan. People keep telling me get a cheaper plan and there are better plans that suit my needs but hey where else ami not going to get charged for roming? As in my previous thread...THEY NEED BETTER DATA PLANS. Or better rebates at 2 year contracts. I REFUSE to sign for 3 although i may with my next phone. Economy is tight. Can't be spending 300 when i can get it for 100 right?

[ripreads]

I'm quite happy with both Bell and Rogers.

I have to edit my statement from above:

As of today i'm quite happy with Rogers/Fido :)

[jonahemery]

Generally positive but lately ****ty. Rogers will ALWAYS stick to their rules, no exceptions. And lately I've found their phone CSR's clueless.

[devilman]

I'm waiting on my first bill since my plan change and hardware upgrade.I just got a bad feeling......

[Fobok]

For the most part, yeah. Good service, and *usually* good customer support.

However, not so happy with the technicalities. I have a family plan with 3 phones. When I signed up, a year ago, my family was told there'd be a fee of up to $400 if we cancelled before the 3-year term was up. However, they made it sound like if we cancelled the account. Only now, as I started worrying about bills with the economy going so poorly, I found out that it's *per phone*. So if I cancelled to switch to prepaid as I was considering, rather than just a $400 bill like I thought, I'd be facing a $1200 bill. If I even just get rid of one of the cellphones, I still have to pay the $400.

So I can't afford to pay for 3 phones anymore, and I definitely can't afford to cancel any of them. So I'm not really happy with that aspect of Rogers at the moment.

[qwavel]

I'm baffled by what I read in this thread.

From my experience talking to people I was certain that Rogers was the most hated company in Canada.

What is going on here?

[serans1987]

I'm baffled by what I read in this thread.

From my experience talking to people I was certain that Rogers was the most hated company in Canada.

What is going on here?

I also here that from customers but that mostly comes from a few whom when purchases a service or device grab everything without listening to the sales rep or Rogers charges for something a ridiculous price.

I'm fine with Rogers, i have had some bills that have been too much but that was because i didn't have a data package which was my fault i forgot to get one. I got charged $400.

[qwavel]

I also here that from customers but that mostly comes from a few whom when purchases a service or device grab everything without listening to the sales rep or Rogers charges for something a ridiculous price.

I'm fine with Rogers, i have had some bills that have been too much but that was because i didn't have a data package which was my fault i forgot to get one. I got charged $400.

I can't speak for all of the people that I've heard complaints from, but personally I'm a wireless engineer with many phones and many accounts so I do know what's going on, and I find many of the Rogers reps to be quite dishonest and disorganized. I also believe that one of the results of Rogers pursuit of ARPU is a system that is way too complicated, making it very difficult and time consuming for people to manage their accounts and leading them to either (a) sign up for way more then they need, or (b) go over (which is exactly the point isn't it).

So, when others tell me about their bad experiences with Rogers my inclination is to believe them.

[Petra]

With 6.5 million postpaid subscribers, it is unlikely that they are all dissatisfied; likewise, it is unlikely that they are all satisfied. In any company with that large a base of customers, there will be significant numbers of both... you can't please all of the people all of the time. The internet has the tendency to exaggerate the perception of how many dissatisfied customers are out there, since people are more likely to use the internet (or any open forum, for that matter) to make complaints and render criticisms than to give praise.

[devilman]

My only concern is the phone reps. Some are really really good but some are just lazy sounding and don't make me feel confident I got my answer. Also some of the accents of the reps are nearly impossible to understand, they're helpful but it's really hard to understand them. I can fake accents why can't they fake a canadian one eh?? lol

[serans1987]

haha i know what you mean, maybe the accents are because of the outsourcing of inbound calling. What i hate sometimes is when you go ask the reps for something knowing some what of the answer. But the rep turns around and tells you theres no such thing as what your asking or anything. arghhhh

[arcsvibe]

Anyone else want to share their thoughts?

[pear-i]

I've been with Rogers for last 4-5 years mostly due to them being the only GSM provider (aside from Fido)

plans / reception and all that are pretty fair overall--

My main complaint about their service would be the customer service though, my girlfriend was thinking of upgrading her plan and resigning her 3 year contract -- but each time the Sales Reps (wanting to earn a quick buck of two) give us exceptionally good deals and leave out some important details like additional charges included within the offer.

Examples would be like -- trying to upgrade to a diamond for $200, and them saying everything is fine and leaving out that we need a data plan. Or asking them about a family plan and them giving us the most expensive plan (current $70) and saying it was only $45)

Other annoyances would be me returning my phone for warranty and them saying they can't service the phone and giving me a replacement phone which sucks a lot more (I used to have a SE S710, and then they forced me to take a W600, which technically has the same specs... but overall build quality, camera, phone etc.. was drastically lower :()

Overall... I'm ok with their servce, but whenever I need to change something... its a pain, I know its probably the same cross-carrier... but still rather annoying for any service you subscribe to. I think I'd be pretty open and inclined to trying out some other GSM carriers -- there really isn't all that much keeping me

[Rashan]

I was just wondering...I heard rogers has a unlimited $7 dollars a month data plan for some phones how does it work?

[Eon]

can't find anything on the site that has a $7/month data.
That would be revolutionary!

[Rashan]

oh I found it...you can't get it for black berrys and iphones...its phones with built in moble browsers...so its not that great..but i think its still not too bad I've been thinking of getting myself a new phone and the LG neon is looking kinda good.

[raintonight]

I'm very happy, since they had a new plan that includes text messaging, I was very pleased ,that they did this. A lot of teens text, so it will attractive most of them to rogers

[DownwithRogers]

Just the thread I was looking for.

Long story made as short as I can..
*March 22 '08 bought a full price BB Bold from Rogers
*within my first year, I've had it malfunction ( hardware - not the track ball ) and am now on my 3rd handset.
* June 8, '09 - 2 months outside my hardware warranty, my phone stops working.. AGAIN. Nothing too important, just the Microphone!
*call Rogers expecting to get a cheaper Curve or something, as this will be my 4th phone in 14 months
*Yep - Good'ol Rogers customer service ( and the office of the president ) offer me a $224 BB 8900 and will waive the $35 activation, and give me a $50 credit.
*$2500 I've spent this year on mobile charges, and you can't throw me a bone on s***ty phones you've given me to connect to YOUR network?

Policy is one thing, but CUSTOMER SERVICE is another.. eat it Rogers ! I'm switching my service over to my work corp plan until Telus or someone moves to GSM and I'm OUT.

[Kronk86]

Just the thread I was looking for.

Long story made as short as I can..
*March 22 '08 bought a full price BB Bold from Rogers
*within my first year, I've had it malfunction ( hardware - not the track ball ) and am now on my 3rd handset.
* June 8, '09 - 2 months outside my hardware warranty, my phone stops working.. AGAIN. Nothing too important, just the Microphone!
*call Rogers expecting to get a cheaper Curve or something, as this will be my 4th phone in 14 months
*Yep - Good'ol Rogers customer service ( and the office of the president ) offer me a $224 BB 8900 and will waive the $35 activation, and give me a $50 credit.
*$2500 I've spent this year on mobile charges, and you can't throw me a bone on s***ty phones you've given me to connect to YOUR network?

Policy is one thing, but CUSTOMER SERVICE is another.. eat it Rogers ! I'm switching my service over to my work corp plan until Telus or someone moves to GSM and I'm OUT.



Ok, so if you have been around these forums since the beginning, you probably know i strongly dislike Rogers.

However, i don't think it is Rogers you can be mad at here. I have a very good understanding with how the business works, and the company you should be mad at is RIM. They built the phone that malfunctioned.

I think the fact they offered you a curve 8900 at a discounted price is kind of a big deal. TELUS and Bell would probably have done the same thing.

These phones aren't cheap, and giving you a subsidy with no contract is a huge exception.

I don't know....their customer service are usually inexperienced, lacking confidence, and sometimes downright lie; This situation sounds like they did the stand up thing.

Anyone else agree?

[GilbertP23]

Ok, so if you have been around these forums since the beginning, you probably know i strongly dislike Rogers.

However, i don't think it is Rogers you can be mad at here. I have a very good understanding with how the business works, and the company you should be mad at is RIM. They built the phone that malfunctioned.

I think the fact they offered you a curve 8900 at a discounted price is kind of a big deal. TELUS and Bell would probably have done the same thing.

These phones aren't cheap, and giving you a subsidy with no contract is a huge exception.

I don't know....their customer service are usually inexperienced, lacking confidence, and sometimes downright lie; This situation sounds like they did the stand up thing.

Anyone else agree?


He didn't say that he didnt have to renew his contract for the Curve. RIM is the Manufacturer but Rogers is in charge of offering support to the end-user of the product. Buy it unlocked from another source, and you will see how quickly you will be turned away for support.

His experience is completly negative in my view, with a BB he is paying a monthly plan and a data plan plus a bunch of other fees. He is probably locked in a contract too, those are a lot of reasons why if they sent him a defective phone(s) that they should support him and ensure his device is working as long as he isnt the one busting the phone on his own.

[TwinSeven]

I left Rogers about 2 years ago because the phone service wasn't very good. When I went camping I had absolutely no service, yet my friends (who were on Telus and Bell/Aliant had no problems using their phones) I also had a lot of dropped calls and couldn't use my phone in the mall or anywhere else with a lot of concrete. Again, my friends had no problems with their carriers.

I switched to Telus but now I'm looking for a new smartphone and am considering switching carriers because I don't like Telus' smartphone selections.

I really like the look of the Palm Pre (when it ever gets released in Canada) but ( and I can't believe I'm saying this) I'm also leaning towards the iPhone 3G S.

Has Rogers' phone service improved any since I've been gone? Any suggestions for me?

Thanks!
S.

[GilbertP23]

My main disatisfaction with Rogers is just how sometimes their offerings in regards to phones and plans don't seem to line up with competitor's or even with themselves.

When I got an iPhone with Rogers, it was a nightmare, every month I would go over my data plan by a wide margin. I had the $35 Bundle that includes 500mb, 1500 sms sent, voicemail and other stuff and the My5 40.

When I signed up, I told the rep that there was no way 500mb was enough for me. I assured her I was a nerd when it comes to techie stuff, and I will use the iPhone to its maximum potential. I was assured the data would be enough, based on my data usage of my Blackberry I had at the time.

Fast forward to the first month, I pass my data quota within the first 13 days of my billing cycle. I call them for help, theres no bundle that has higher data rates, unless I completly change my plan. I can consider the iPhone plans but I can't add to features that are already present on it.. stuck with 100 sms sent?? no way. Especially not on iPhone where you can't stay logged into GTalk or MSN all day.

If I want to increase my data, maintain my My5 40, have voicemail and text messaging. I was suggested to get:
My5 $40
1gb $30
Smartphone Value pack $20
- An increase of $15 a month, for an extra 500mb..

Needless to say, I didnt do it. I simply stopped using online enabled apps, which made me wonder why I even had an iPhone now. I sold the phone, and used a dumbphone til the Dream came out with the 6/gb plan at $30.
Rogers got me to pay the $15 increase on my plan anyway now with the 6/gb plan, but I least I get an extra 5.5gb and not just 500mb more.

The total I pay to Rogers is now, $97.45/month... im happier of the 6gb, but really, thats a lot of money to not have unlimited data and just 350 minutes talk time and unlimited evenings/weekends at 9pm. It's not that im happy with them, its just that im not pissed anymore.

[Kronk86]

He didn't say that he didnt have to renew his contract for the Curve. RIM is the Manufacturer but Rogers is in charge of offering support to the end-user of the product. Buy it unlocked from another source, and you will see how quickly you will be turned away for support.

His experience is completly negative in my view, with a BB he is paying a monthly plan and a data plan plus a bunch of other fees. He is probably locked in a contract too, those are a lot of reasons why if they sent him a defective phone(s) that they should support him and ensure his device is working as long as he isnt the one busting the phone on his own.

He was offered the BB 8900 for $224 no contract.

The one thing that frustrated me with Rogers is the data. The rogers customer services reps don't fully understand what kind of data transfer their phones use. A BB uses a lot let data then an iPhone or HTC Magic.

I had a somewhat similar experience switching from a BB to an iPhone. I, however, was fully aware of the differences, and just paid to upgrade my plan.

I had to complain to their loyalty department in order to get the 6gig plan though.

For the person who is thinking of getting the Pre, i say try it in a store before it comes out. The OS is awesome, but the phone's physical build leaves something to be desired. The screen is also super sensitive to scratches.

Rogers needs to clean up their act.

[GilbertP23]

I had a somewhat similar experience switching from a BB to an iPhone. I, however, was fully aware of the differences, and just paid to upgrade my plan.


I'm sure you meant no offense, but i'm not sure what you're insinuating here.

I was very much aware of the differences between how much data a BB will use vs an iPhone, Rogers just didn't have a proper plan. I wasn't lucky enough to get offered 6gb from their retention even though I was pressing hard for it.

It just depends who you speak to it seems.

[Kronk86]

I'm sure you meant no offense, but i'm not sure what you're insinuating here.

I was very much aware of the differences between how much data a BB will use vs an iPhone, Rogers just didn't have a proper plan. I wasn't lucky enough to get offered 6gb from their retention even though I was pressing hard for it.

It just depends who you speak to it seems.

No offense intended.

Yes, it depends greatly who you speak with. The inconsistency one experiences with the Rogers customer service is disgusting.

[DownwithRogers]

Ok, so if you have been around these forums since the beginning, you probably know i strongly dislike Rogers.

However, i don't think it is Rogers you can be mad at here. I have a very good understanding with how the business works, and the company you should be mad at is RIM. They built the phone that malfunctioned.

I think the fact they offered you a curve 8900 at a discounted price is kind of a big deal. TELUS and Bell would probably have done the same thing.

These phones aren't cheap, and giving you a subsidy with no contract is a huge exception.

I don't know....their customer service are usually inexperienced, lacking confidence, and sometimes downright lie; This situation sounds like they did the stand up thing.

Anyone else agree?



You know, in ANY other situation outside Canadian providers, I would agree.
In general I find it unacceptable that we are most often locked into a 3yr plan to get ANY form of deal out of our mobile providers. In EUR this would be unheard of.

I did pay full price for my Bold, to which Rogers did NOT pay the same price I would have from RIM, they buy in bulk, and get deals to push the phones.

Don't get me wrong, I see your point.. but as a smart business move on Rogers part.. BAD move. They should be doing everything to keep customers, especially the ones such as myself that drop more $$ per month than your average soccer mom or pay as you go teen.

I'm about to get a second service - no contract, not with Rogers, and you can bet the farm I'm switching come 2010 and we get some added competition to these monkies. ( I LOVE Telus customer service, hate the locked down CDMA hardware )

[Kronk86]

You know, in ANY other situation outside Canadian providers, I would agree.
In general I find it unacceptable that we are most often locked into a 3yr plan to get ANY form of deal out of our mobile providers. In EUR this would be unheard of.

I did pay full price for my Bold, to which Rogers did NOT pay the same price I would have from RIM, they buy in bulk, and get deals to push the phones.

Don't get me wrong, I see your point.. but as a smart business move on Rogers part.. BAD move. They should be doing everything to keep customers, especially the ones such as myself that drop more $$ per month than your average soccer mom or pay as you go teen.

I'm about to get a second service - no contract, not with Rogers, and you can bet the farm I'm switching come 2010 and we get some added competition to these monkies. ( I LOVE Telus customer service, hate the locked down CDMA hardware )

As a person who works in the industry, TELUS, by far, has the best customer service.

Bell is okay, but Rogers is horrible.

I agree that when compared to Europe's cell providers, Canada pales in comparison. They are only forced to sign two year agreements (if any at all), and the large majority of the people will just buy the handset outright because they are so inexpensive there.

One thing i like that Vodafone use to do (not sure if they stilll do), you could get the phone as long as you had a plan over a certain $ value each month.

Here in Canada and the US, the providers will make you sign a contract AND have the price limitation.

I have both a Rogers phone and TELUS, come September when TELUS soft launches their HSPA network, i will be canceling my Rogers phone.

[MacMobile]

I am news to the mobile phone world. So far, my experience is pretty bad.

Spent hours and hours on Rogers Web site trying to figures out all plan. I just can't. Then, I went to a Rogers booth to learn that not all plan are on the web site because Rogers won't allow it (That's what I was told).

Then I am told that my money in my two monts old "A la Carte" plan cannot be transfert into my iphone plan. Why is my money not good anymore.

Then I am told that I can't keep my actual 'A la carte" phone number because I won't be consider a new customer and I won't qualify for that secret plan.

MacMobile
I do not work for a phone company
(everyone should mention if they work or not for a mobile phone carrier)

[greek]

I called yesterday to get some news on the Nokia 5800, around 11am or so. Customer service didn't even know they had the phone available. :(

[pusher]

I think out of the big 3, telus is the best. Isn't Rogers coming out with some sort of Customer service "Ethics" promise?

[pusher]

I think out of the big 3, telus is the best. Isn't Rogers coming out with some sort of Customer service "Ethics" promise?

[Kronk86]

I think out of the big 3, telus is the best. Isn't Rogers coming out with some sort of Customer service "Ethics" promise?

Yes they are. Much the same as TELUS' future friendly promises.

Eg.
-Fast client service (be where you need to be in under 5 minutes when you call).
-Great Service. No dropped calls or they credit you.
-Free phone every three years.

TELUS had met them in 90% of all cases, so they are getting rid of them.

Having both a TELUS and Rogers cell, i know when i call TELUS, i get through right away, but Rogers? Usually takes 20-30 minutes to get to the RIGHT person.

I am a very low maintenance customer, but when i need something, i expect it to be done fast!

I had a similar experience to you before. I inquired about when the stores would have the HTC Magic (before they released the countdown) and they told me there was no such phone coming out. (it was on their website already).

When i told the rep that, he told me i didn't know what i was talking about and that ''maybe i should re-check because it isn't there''.

I asked for their escalation team, and they apologized about 100 times and told me the release date even though they weren't suppose to.

[CreamyGoodness]

been with rogers since friday the 19th. No complaints

[GilbertP23]

So get this.. I called Rogers yesterday because of some issues with my billing and mistakes with my My5 selection (my own cell number found its way onto it and my home number wasnt on it... was billed over $100 in overages).

To my surprise, I received great service. They added my home number retroactively, reversing all used minutes related, long distance billed (I was on vacation in June) and overages billing.

Way to surprise me Rogers.