BJ Dorval's dashboard

I did not take note of the name of the customer service representative that was able to analyze my account in a comprehensive and intelligent way to my satisfaction. Before contacting Rogers I had scoured their website in an effort to determine the definition of an international text message and no definition was provided on their web site. Since Rogers is providing a telephone service I had assumed that text message rates from Canada to the US should be similar to the current long distance telephone structure where there is no difference in a long distance call across Canada or to the continental US. I noticed after my intervention that Rogers subsequently modified their web site to indicate that text messages to the US from Canada were considered an international text message by them and required a separate plan. I have been a customer of Rogers for nearly one year with a minimal text message plan for international messages and had never sent a text message to any truly international destination so I removed it mistakenly thinking that US text messages were included in my basic plan. The Rogers web site now makes it clear that US text messages are now considered international text messages by them (which in my opinion is ridiculous). The communications skills and knowledge level of the Rogers customer service representatives appears to be low, I was able to only get an understanding of my situation when I was finally able to speak to a nice lady who could actually speak English without a heavy accent of various derivations who calmly was willing to review all my previous bills with me. In the instead at least I understood my account. That does not mean that I agree with the Rogers policy that text messages from Canada to the US are considered to be international text messages. – BJ Dorval, on August 30, 2008 14:24

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After several frustrating attempts to resolve this matter with a series Rogers Customer Service Representatives I was finally able to speak to a very nice, polite, and intelligent lady who took the time to analyze the history of my account and my previous billing and as a result of this, this matter has been resolved to my satisfaction. I can report that I had previously subscribed to an supplemental international text messaging plan that I had recently canceled and was erroneously under the impression that text messages from Canada to the US were included in my base text messaging plan since I had always sent text messages exclusively to the US before and had never before received an additional surcharge. Kudos to the Rogers Customer Service Agent who took the time to analyze my account properly and cow pies to the other airheads at Rogers Customer Service currently on their payroll.