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This is a place for real people to get the most from their products and services, and for companies to get real with their customers. It isn't a collection of generic responses, but rather a community that collaborates on answers, solutions and ideas through conversation.
The community here isn't owned by any one person, company or organization. It is brought to life through the care and feeding of all the participants.
If you need some help getting started, go here. And be sure to go here to check out our community guidelines for some simple ground rules.
For questions, comments, ideas or anything you want to say to or about Satisfaction, please go here.
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Inappropriate?I just had a very mixed experience with Rogers when I tried to transfer ("port") my wife's Telus mobile phone to the Rogers network. The first 40 minutes I spoke with three "customer service" representatives and none of them could or would help me. They even sent me to Telus to get a temporary number and then call back to Rogers. (I called Telus and they said this is not the procedure at all.) Finally I got on the line with a good rep (Hi Byron!) and he helped me with everthing. But that second call took 1 hour and 22 minutes. I'm not kidding.
Everything's working now (crossing my fingers) but it was very tiring, and especially frustrating that the first three people I talked to not only couldn't help but actively steered me in the wrong directions.
I’m perplexed.
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Inappropriate?I'm not familiar with Rogers but I've had nearly the exact same experience with AT&T Wireless. I spend 45 minutes - an hour on the phone bounced around inaccurately from department to department until I FINALLY end up with someone who actually knows what they're doing and is able to help me. And it's often something so simple that you'd think they all should know. It's always surprising to me how so often in big companies like that the customer service and tech reps are just not on the same page.
I will say one thing for them, though, they're all very friendly and sound like they're genuinely trying to help. So at least if feels like they care.
I’m frustrated by inept customer service.
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Inappropriate?Well in this case I can honestly say that the first three people on the first call didn't seem to care... first one person sends me off to another department ("porting") and then that second person in Porting makes it clear that he can't help me at all and sends me back to regular Customer Service. Then the third person leads me on a wild goose chase to my current (now past) cell phone carrier saying I need to contact them first before porting my number over, which was a blatant lie. I was frustrated at this point, and told them so. I wasn't surprised (in retrospect) that they shunted me off just to get rid of me.
(Through all of this I'm hesitant to bring something up, but now I will... the first two clearly didn't speak English as a first language -- and had significant trouble understanding my request.)
The fourth, and final, person was genuinely helpful. I asked him at the end of the call how I could just contact him directly next time I needed help. Seriously.
I’m disappointed
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Inappropriate?Well, I'm glad you finally got resolution of your issue. Hopefully next time you can get directly to the useful rep.
