| | 05-29-2012, 10:58 PM Thread Author #1
Worst Customer Experience ever!!
I sent this email earlier today and followed it up by submitting a copy of it via the online "contact the president" link... We'll see what happens. I know some of the stuff in this email seems like I made it up but I am not lying when I say I've spent on average 3hrs per phone call with these guys... It's ridiculous!
PS. This went to email@example.com
On Tue, May 29, 2012 at 9:59 PM, <********@gmail.com> wrote:
Good Evening Nadir,
As I type this I am sitting on hold with one of your "business relations" representatives who is continuing to tell me there is no supervisor that she can transfer me to, it is 8:26PM CST and I have been on the phone for 104minutes.
I used and paid for a wireless line from your company. Over the years I have had all sorts of trouble every time I call into the call center because, for some reason there is a business name on the account and I am apparently not "authorized" to make changes. I understand the privacy act and this makes perfect sense if this line had ever belonged to a business however, it never has.
I know you will probably think that this is an exaggeration by a disgruntled customer but I am not lying to you when I say that every time I call I spend and average of 3hrs on the phone with your call center staff. I've also had the pleasure of doing this (conservatively) 6 times in the past 2 months. Today would be number 7.
Here's what the source of my frustration is, 2 months ago I tried to cancel the following account:
I no longer needed this line, so in order to save a few dollars I figured I would bite the bullet and pay the early termination fees. That phone call lasted roughly 3 hours and included several call backs from all sorts of different representatives. The call did not end well as I was told I had no legal right to the account and as such I was unable to cancel it. The representative told me that I needed to go to a retail store and give my 2 pieces of ID so that they could do a "transfer of responsibility" after which i would be able to make changes. This was unacceptable to me as it would require me to waste more of my time to fix a problem YOUR company made. Since that call, there have been 6 others with the same results. I stopped paying the bill as I had been told I was only paying the bill and that this did not mean I owned the account.
I am now off the phone with business sales support, the call lasted 112 minutes. I was told someone would call me in 48 hours... I find this incredibly unacceptable.
My call today started because I received a letter from your credit department telling me I had 7 days to make a payment of $197.40 or else I would be referred to a collections agency and then reported to a credit bureau. I started by calling the number in the letter (800-267-2070), the person who answered was not able to help and at one point told me to just ignore the letters because the account belonged to a business. I wanted to speak to a supervisor so that I could be guaranteed I was not going to be penalized for ignoring the letter so he explained he would transfer me to "customer relations". Once the representative answered, I had to explain myself over again and was promptly transferred over to "Riva" in business relations - ref# 502197869 - After explaining that I was unwilling to explain myself again, I volunteered the phone number in question along with the account number and encouraged her to read comments on the account. She then placed me on hold and eventually transferred me over to "Bryan" in another part of business relations.
My call started at 6:43pm CST, I first spoke with "Bryan" at 7:16pm. Bryan was kind enough to tell me that they had reactivated the account so that they could cancel it. He also proceeded to explain to me that I would need to pay a termination fee. To which I replied with simple math - I make roughly $30/hour, I have spent on average 3hrs per phone call with Rogers and have made, conservatively, 6 calls over the past 2 months trying to clear this up. This amounts to $540 of my time that has been wasted. Granted I was not working for you so I would not be entitled to those wages; instead that time was my own personal time during which I took time away from my family to deal with YOUR mistake - I am sure that you would agree that this time is worth more than $30/hr. I would have been happy to pay a termination fee the first or maybe second time I called but not anymore. I explained that if he (Bryan) could not waive those fees, that I would need to speak to a manager who could. Bryan reassured me that he could help and put me on hold. Fast forward 20 minutes later and I was being transferred to yet another representative without Bryan ever coming back on the line.
7:38pm CST - Bridgette from business customer relations came on the line (ref# i502197869). I immediately requested a manager again as I was not willing to waste more of my time speaking to a regular representative. Bridgette explained there were no managers on duty and that if I wanted a call back I needed to wait 48hrs. I once again expressed that the turnaround time was unacceptable and wanted to speak to a supervisor immediately. The representative explained again that there were no supervisors/managers on duty and that if I wanted to speak with someone I would have to "deal" with her or wait for a call back in 48hrs. I gave her my name and phone number and told her that "Bryan" had put me on hold while he took care of charges on my account and that I needed her to finish the request as he had just transferred me on. Bridgette put me on hold while she went over my account. When she came back I was told that Bryan's remarks on my file said that he had told me he was unable to credit the account and that I had been advised of termination charges. I explained no such conversation had happened and requested to speak with Bryan. I was told the best she could do was send an email and that she could not guarantee a time for call back as she did not know where Bryan was or if he worked in her building. I realize this is a reality of call center environments but I do not agree with the inability to guarantee a prompt call back. I asked Bridgette what she was able to do as Bryan had lied on his remarks and she explained that she could cancel the account but that I would need to pay $375 in termination fees. This was unacceptable to me and after some time trying to explain my situation again (to no avail) I requested to be transferred to someone that could actually help me. The time was 7:57pm CST.
8:03pm - Rabiya from business relations (case# C57630010) came on the line. She explained that Bridgette had filled her in on the situation and asked what she could help me with. I will say this, I was more than frustrated at this point and Rabiya handled me very professionally and was probably the highlight of this call, you need more reps like her on the phones. As great as she was, Rabiya met me with the same response as Bridgette had and Bryan claimed he had advised me of; she was willing to cancel the line but unable to waive termination fees. Again I explained my dissatisfaction with her answer and continued to request a supervisor/manager. She advised managers go home at 8pm EST and no one was left other than her team's manager but that they do not take calls from customers. This to me is shocking as I have worked in call centers in management capacities and I've NEVER refused to speak to a customer regardless of what area I was from. I was a technical support manager, if after regular business hours a billing escalation came through, I handled it to the best of my ability and offered a prompt call back the next day if I was unable to resolve the matter. I also followed up on my promises. I digress... After some discussion about Rabiya's inability to help me and unwillingness to take the initiative and take care of this account I finally agreed to a call back under the stipulation that Rabiya would create the incident number and read her notes to me prior to sending them through. Although she did not explicitly request a call back within 24hrs as I had requested, she did make an "urgent" comment on report. My call ended 112min after my initial call.
I realize that Rogers is not going to compensate me for the time I have spent on the phone, I am not naive about this. I do however expect Rogers to terminate this account without penalty for the amount of unnecessary inconvenience I have been put through. At one point Rabiya asked me what I would like Rogers to do about this as she was all out of options to offer and I responded "I would like Rogers to admit they made a mistake and apologize for it. Furthermore I would like Rogers to terminate the account and remove any termination fees from it and say to me 'we are sorry Mr. X, it appears we made an error whenever this account was created and it was not corrected promptly. This seems to have been the cause of your grief over the years. We will take care of this account and all charges and fees. Please accept our sincere apologies for the inconvenience. Hopefully we will once again see you as a customer at some point in the future'" That would've been my ideal response from your team today. Unfortunately, the response I received was nowhere near that.
I truthfully wish I had recorded the conversation I had with your employees today, if you have the ability or even care, I urge you to listen to it. There are some enormous gaps in the company's customer service policies and it is no wonder that consumer satisfaction studies ranks Rogers Wireless in the bottom 3 for wireless carriers in the country. Perhaps all carriers have something to learn from Sasktel.
I will be sending this through the "contact the president" link on your website as well in hopes that it does not go unanswered. Please feel free to contact me at 204-XXX-XXXX, or have someone call me as I'm sure you will not (nor do I expect you to). I am available tomorrow May 30, 2012 between 1-4pm CST.
Thank you for your time.