Robbers Retentions: Loyalty? (Rogers)

[!Yaminashi]

Originally Posted by saveth

I thought they don't have a direct line to retentions anymore. This whole time I've used 611 and had to wait on hold twice. What's the direct lines number?
Posted via RS Mobile

I think you may be right, however I just say "cancel" when I wanna talk to retentions and it automatically forwards you

[CRS]

Originally Posted by Yaminashi

I think you may be right, however I just say "cancel" when I wanna talk to retentions and it automatically forwards you

Even if I do this, I normally go through one or two agents before I get to go to customer relations/loyalty.

[cctw]

posted in the iphone 4 thread but might as well post here too

new direct line # to retentions is 1-866-304-4248

[Speed2K]

Originally Posted by Graeme S

Has anyone managed to get discounts on a new line while calling in to retentions? I called in to customer service today just to see how they'd react to me stressing them about costs, and buddy said "there's no way to discount a new activation". I'm thinking maybe if I don't tell them it's for someone else, and that it's just a second line for me?

Thoughts?

If you have a good plan maybe you could ask for a duplicate one for work.

[TOS'd]

Originally Posted by Graeme S

Has anyone managed to get discounts on a new line while calling in to retentions? I called in to customer service today just to see how they'd react to me stressing them about costs, and buddy said "there's no way to discount a new activation". I'm thinking maybe if I don't tell them it's for someone else, and that it's just a second line for me?

Thoughts?

Signed up for 2 new lines while talking to retentions, and they gave me retention plans.

BUT, I just received the 2 phones through the mail. And the retention guy fucked up everything. He said no $35 activation but yet he charged me for each of the phones. Also the plans we agreed on and what appears on the invoice is totally wrong. Good thing we were emailing each other and I asked him for a final confirmation email about all my plans, he had an accent so it was difficult to hear everything to the fullest. Now I need to call back retentions to get this all sorted out..

[Lomac]

How forgiving is Rogers for crediting overcharging? I'll admit that I rarely look at my bill each month as I just throw $xx into my account to pay for it. However, I was looking at my bill today and noticed that I'm being charged for picture messages, even though I'm supposed to have "unlimited picture messages" as part of my iPhone data plan. I'm assuming I've been charged since I switched over to the plan. Think if I call and bitch about it, on top of already being an unsatisfied customer, they'd be willing to credit me the total amount of the past year and a half of picture messages I've been sending/receiving? I talked briefly with a CSR about this and they said they couldn't do anything about it. I was in the middle of work, so I couldn't wait on hold anymore to talk to retentions, but I'm hoping they'll be able to work something out... provided they're able to do that?

On a side note, I talked to retentions last week, bitching about being unsatisfied with how I'm forced to pay a higher price for a new phone with my HUP than a new customer would, and they've already offered to give me a better price on a new phone compared to what they offer to new customers (new customer pricing - 10%... or something like that), but I'm not sure I want to stay with them.

[CRS]

They'll credit you every month that they overcharged you.

[raysquared]

Called the 1-866 number today.
Got offered:
200 daytime mins
Unlimited evening/weekends @ 6pm
Unlimited text
VM/CID
Unlimited network calling
500mb data
$50.08 + 12%tax = $56.09

I tried to get the 6gb data for the same price, but they wanted another $5. For the price im paying should I be able to negotiate a couple of other things?

[TOS'd]

^ mine i believe is similar, but instead of unlimited text, i have 2500 text. but i do have 6gb data whereas you have 500mb data. and for the same price of $50.08+tax.

[bigrig]

Originally Posted by raysquared

Called the 1-866 number today.
Got offered:
200 daytime mins
Unlimited evening/weekends @ 6pm
Unlimited text
VM/CID
Unlimited network calling
500mb data
$50.08 + 12%tax = $56.09

I tried to get the 6gb data for the same price, but they wanted another $5. For the price im paying should I be able to negotiate a couple of other things?

you should try calling again

i got the same $50.08 plan but i got :

200 daytime + 100 bonus mins = 300 mins
100 CDN long distance mins
unl eve/wknds at 6pm
unlimited incoming
2500 texts
Voicemail, call and name display.
6GB data

[OriginalJC]

I've just recently updated my plan with retentions
Similar to what everyone else has.

200 wkday minutes
6pm early evenings
evenings/weekends unlimited
2500 txt sent/unlimited received
Value pack(caller ID/vmail)
6GB Data
My5
$15 credits
GRRF

$45.08

I'm happy with my plan. Applied to both lines on my account.

[Graeme S]

Sigh. Just ended a call with retentions via *611 that felt like I was butting heads with a stone wall. I have an older retentions plan and have a data plan tacked on; for some reason I can't get access to my details via myrogers.

I called in and played the "oh no help me I want to support rogers but a new account is too much when comparing to wind"; and when I got on to the retentions guy he asked me if I wanted to cancel. I said no; was this a mistake? I told him what my situation is (want to add a new line, paying $130ish/mo and wanting to add a third one is too much, etc etc), and he basically started reaming me out--"you have this credited and that credited, you have this and that discount, I can't do anything. A new plan is $50 and that's it."

I told him I don't need unlimited incoming and R2R (it's true, I rarely call anyone or get called) and he said "It doesn't matter, you have them credited and they're free anyways!"


How many times should I expect to call in before I get anywhere? And is there some specific tack that has worked for you guys? I actually like Rogers for the most part, but I hate all this negotiating flimflam bullshit that I need to do to get some kind of reasonable price for my cell services!

Halp me, Revscene!


PS: I am now thinking of saying "Well I was going to get my girlfriend's phone from Wind, but now I'd like to cancel my plan too" next time. I am honestly feeling really choked about the way I was jerked around, and feeling kind of pissed. Thoughts?

[CRS]

You should have said yes. The yes would have been like "I'm thinking I have to if I am unable to open up a second line that is the same as my current plan".

You also should have said you're going to leave them if they cannot make a second account for you that is the same. Or atleast, thats what I would do. After I got my first retention plan, I subsequently called in again and changed all my family's account.

Albeit I didn't start a new one, I'm sure it isn't hard to do. You should try more. I had to call 3 different times to get the plan that I wanted. The total times I've called rogers to get a better plan is probably well up in 10+ times.

[Culverin]

Graeme,

Here's what I've been able to piece together from this thread, my friends (who have had great success with retentions), and my bill and my own calls.

The generic retentions voice plan looks something like this:
200-250 Weekday minutes
Unlimited Evenings @ 6pm (charged, but credited back)
Unlimited Weekends
2500 Texts
$17.50

There also seems to be a standard bonus pack with:
Caller ID
Voice Mail
$10.00

After that, things seem to vary a lot.
Data Plan
Unlimited Rogers to Rogers
Unlimited incoming
The charges seem to be fixed, but they offer monthly credits to make them free.
Although it seems pretty random on how they are picking and choosing.

I think that standard retentions package and the bonus pack should be a good baseline for you to work from.

---

As I'm looking at my own bill, it's showing up as "Rogers to Rogers".
I thought this was supposed to show up as "Unlmited Network Calling"?
Did I just get screwed over again, or is this just marketing terminology?

thanks!

[noTirl]

R2R is different from unlimited network calling (UNL network includes to fido and rogers home)

the rep i had told me that my network calling was a $15 feature (but ive heard its only 10 but whatever got it for free)

[CRS]

Originally Posted by Culverin

Graeme,

Here's what I've been able to piece together from this thread, my friends (who have had great success with retentions), and my bill and my own calls.

The generic retentions voice plan looks something like this:
200-250 Weekday minutes
Unlimited Evenings @ 6pm (charged, but credited back)
Unlimited Weekends
2500 Texts
$17.50

There also seems to be a standard bonus pack with:
Caller ID
Voice Mail
$10.00

After that, things seem to vary a lot.
Data Plan
Unlimited Rogers to Rogers
Unlimited incoming
The charges seem to be fixed, but they offer monthly credits to make them free.
Although it seems pretty random on how they are picking and choosing.

I think that standard retentions package and the bonus pack should be a good baseline for you to work from.

---

As I'm looking at my own bill, it's showing up as "Rogers to Rogers".
I thought this was supposed to show up as "Unlmited Network Calling"?
Did I just get screwed over again, or is this just marketing terminology?

thanks!

The text messaging will be part of the package.

[cctw]

network calling is rogers to rogers, rogers to fido and rogers to rogers homephone..

the rogers to rogers on your bill is what it says..only 1 of the 3 features of network calling

and the rep seems REALLY reluctant on adding MPC onto the $17.50 plan now...even if they add it on..its cos you've got data..

cos i called in a few days ago and they were willing to give me a $10 data credit but after they found out i already had $15 in mpc off the $17.50 plan they're like if they give me $10 more it'll make the plan too cheap and the system won't allow it...

so yea..

[Quacks]

When you guys got your new retentions plan with 6gb of data, did any of the CSRs inform you that the data commitment is 3 years, not the standard 1 year??

When I did a HUP to my bold 9000 the data commitment was for only 1 year, I'm so choked they automatically upped it to 3 years without letting me know first.

[TOS'd]

I was under the impression it was always 3 yrs. Atleast thats what it has been all the time for me. When getting these retention plans.

[Speed2K]

^I agree!

[Graeme S]

When you sign for a plan that includes data, you're receiving one new plan for three years.

If you HUP to a smartphone and add a data plan on (imagine a contract rider), it's a second agreement that adds itself on; one bill but a separate one-year agreement.
Posted via RS Mobile

[Quacks]

I called and the girl from retentions explained to me that it was because the 6gb plan was promotional and comes with a 3 year commitment.

My last HUP wasn't with a retentions plan (did the $45 BB plan) so perhaps that's why it was just a 12 month commitment *shrugs*. Thanks guys

[mk1freak]

this is my plan:


My Plan

*
$30 Unlimited Value w/ Unlimited Local Calling
Change plan
Plan Change Pending
$30.00/month

Contract End Date:

*
Additional Minute Rate
35

* Unlimited Eve/Wknd Minutes
* 50 Bonus Weekday Minutes
* 100 Weekday Minutes
* 6pm Early Evenings
* 100 Bonus minutes

Included with My Plan

* Call Forward/Trans.Pay Per Use
* Partial Detail Billing
* Van./Vic. Rate Following
* Unlimited Text Messages
* Unltd Picture or Video Msgs.
* Unl. Network Calling

Additional Charges

*
Gov't Regulatory Recovery Fee
$2.58/month

*
Call Forwarding/Transfer
$3.00/month

Discounts

* Activation Fee Credit
* Monthly Plan Credit 3 Yr - $10/mth
* 6pm Early Evening Discount - $7
* WhoCalled Service - -these three drop my smartphone package to 7 bucks
* Call Manager
* Call Forwarding/Transfer

My Add-ons
Get Add-ons Add or Modify Add-ons

*
Smartphone Value Pack
Update Voicemail Password
$20.00/month
6pm Early Evenings

$7.00/month
Data Service Plan 6GB Limited Time Offer

$30.00/month

what it doesnt say is: i've had 2 hardware upgrades in the last 6mths
started with curve- went to bold 9000(after 1 year supposed to be2yrs) 5mths later picked up the 9700 (about april), and now in sept. just grabbed an x10a, and there's a note on my file that when the galaxy s comes out i can upgrade to that handheld when its out ...i'll probably grab the torch when the 2nd gen cmes out sometime in the new year lol

you need to talk to the reps nicely and respectfully and dont make outrageous demands. tell them you want to cancel since "the competitor" has a nicer phone that fits in with what you need and that they are willing to offer you a plan better than your current one. then when you get transfered to "customer relations"Talk to them like you were happy with the services they have given you but you can't pass up on such a good deal.

Its important that even if they say that you will be paying XXXX amount of dollars in cancellation fees for the life of your plan, that you will save that amount and more in the savings you would get from switching over.YOU need to give them an oppurtunity to offer you a better deal, so be firm BUT don't be headstrong, they need to feel that they can sway you with a better offer. it helps if you have their website up in front of you so you can see what plans they have on offer....usually they have plans on promotion that isnt on the website.

If you don't like what they offer you.... negotiate.... tell them that the plan/phone offer sounds good...but what about CID/unlimited incoming minutes/LD etc. (w/e is missing :P) act like you're now debating staying with them. (these calls are recorded and this is what rogers wants them,CRRs to do....their job at retentions)...if you have to tell them you want to think about it overnight

If you are nice, respectful, they will go all out to help you...and the reps put these notes ino your file for future references.

That my friends is the secret to getting better plans, or even early upgrades.

if you need more info...feel free to pm me.



REMEMBER! BE NICE! and they will be nice to you.

at the end of the call before you hang up ask the rep who helped you for his Name and Employee ID number and that you want to send a short email to rogers for the help that they have given you.....This is bonus for future calls, don;t forget the next great new phone will come out sooner rather than later, so having a great customer record on file gets you what you want, more often than not.

Hope this helps you guys get a better plan and /or phone!

[Speed2K]

^it's a little confusing, what's the final price before tax?

[raysquared]

Called back and signed for another 3 years. Not as good as some of the plans here, but I'm pretty happy:

200 daytime mins
Unlimited evening/weekends @ 6pm
2500 text
VM/CID
Unlimited network calling
500mb data
$47.58 + 12%tax = $53.29