Robbers Retentions: Loyalty? (Rogers)

[yuusha]

Is it just me or is Rogers waiving hup fees completely lately?

I've called in for a few friends on both Rogers and Fido. One friend, 11 months into term with $350 euf even. Another buddy had two lines and they gave both $200 buyout credits per line AND $50 bill credit per line.

[meowjinboo]

real cost of rogers service?

[Graeme S]

^ Holy shit.

[shenmecar]

Originally Posted by meowjinboo

real cost of rogers service?

Hmm.....I think I'm paying too much.

[rien]

Spoke to a lady in retentions about my other number going over minutes hoping for free incoming or my5 at most. Right off the bat she offers me a $70 plan from the website for $55+tax

- unlimited canada LD for 1 yr (this is a current promo that ends in a few days. LD calls count as local minutes)
- unlimited local calling
- unlimited text/pictures/etc
- 1 GB data
- CID/VM

plus I also got 6 gig for $20 for my plan.

Maybe this is old news but it's tres dope that now you can switch plans without having to resign your contract. http://www.rogers.com/web/content/freedom-advantage

[ilovebacon]

so i recently changed my plan to another plan which was better and cheaper by a few bucks, and as i was changing it at the rogers store inside cystal mall, they guy told me that the new plan will have whatever my value pack has and that i should call in with *611 and cancel my value pack which i did. He then told me that it would take 20-25 days withc my next bill cycle starts before my new plan would take action. But he didnt tell me that my texting plan would be inactivated and now rogers billed me with 280$ for all my texting....

[Graeme S]

Originally Posted by ilovebacon

so i recently changed my plan to another plan which was better and cheaper by a few bucks, and as i was changing it at the rogers store inside cystal mall, they guy told me that the new plan will have whatever my value pack has and that i should call in with *611 and cancel my value pack which i did. He then told me that it would take 20-25 days withc my next bill cycle starts before my new plan would take action. But he didnt tell me that my texting plan would be inactivated and now rogers billed me with 280$ for all my texting....

And this is why you always check the fine print.

[Lomac]

Originally Posted by ilovebacon

so i recently changed my plan to another plan which was better and cheaper by a few bucks, and as i was changing it at the rogers store inside cystal mall, they guy told me that the new plan will have whatever my value pack has and that i should call in with *611 and cancel my value pack which i did. He then told me that it would take 20-25 days withc my next bill cycle starts before my new plan would take action. But he didnt tell me that my texting plan would be inactivated and now rogers billed me with 280$ for all my texting....

Well there's your problem right there...



Try calling up Rogers and explaining the situation. They may be able to waive at least part of that portion of the bill.

[dasuperstar]

Holy.... called rogers and got a super great deal

For $45.....

- Unlimited Canada Wide
- Unlimited Sent & Received
Messages Text, IM, Picture &
Video
- 2500 Call Forwarding Mins
- Conference Calling
- Call Waiting
- LTE-READY 1GB Shared Data
Plan
*iPhone Value Pk w/US&Intl
Text
- Call Display with Name Display
- Visual Voicemail
-Unlimited Sent & Received US
& International Text Messages

[Mr.HappySilp]

Originally Posted by ilovebacon

so i recently changed my plan to another plan which was better and cheaper by a few bucks, and as i was changing it at the rogers store inside cystal mall, they guy told me that the new plan will have whatever my value pack has and that i should call in with *611 and cancel my value pack which i did. He then told me that it would take 20-25 days withc my next bill cycle starts before my new plan would take action. But he didnt tell me that my texting plan would be inactivated and now rogers billed me with 280$ for all my texting....

That is why everytime I call in to make changes to my plans I always ask the rep for their full names(first and last) and their rep ID. That way if anything goes wrong you have your case back up. Espeically at rogers when I cancel 2 guys at two different times told me the wrong thing cancellation fee and there are no records at all.

[shenmecar]

Originally Posted by Plush

Holy.... called rogers and got a super great deal

For $45.....

- Unlimited Canada Wide
- Unlimited Sent & Received
Messages Text, IM, Picture &
Video
- 2500 Call Forwarding Mins
- Conference Calling
- Call Waiting
- LTE-READY 1GB Shared Data
Plan
*iPhone Value Pk w/US&Intl
Text
- Call Display with Name Display
- Visual Voicemail
-Unlimited Sent & Received US
& International Text Messages

when did you get this plan? did you have to renew?
Posted via RS Mobile

[dasuperstar]

Originally Posted by shenmecar

when did you get this plan? did you have to renew?
Posted via RS Mobile

Yesterday.... no renewal needed

[eLy604]

Originally Posted by Plush

Holy.... called rogers and got a super great deal

For $45.....

- Unlimited Canada Wide
- Unlimited Sent & Received
Messages Text, IM, Picture &
Video
- 2500 Call Forwarding Mins
- Conference Calling
- Call Waiting
- LTE-READY 1GB Shared Data
Plan
*iPhone Value Pk w/US&Intl
Text
- Call Display with Name Display
- Visual Voicemail
-Unlimited Sent & Received US
& International Text Messages

what did you say to get a deal like that?? thats the kind of plan i need

[Cassijon]

god fucking damnit.

retentions changed their direct phone number. ARGGGGG

[ilovebacon]

Originally Posted by Mr.HappySilp

That is why everytime I call in to make changes to my plans I always ask the rep for their full names(first and last) and their rep ID. That way if anything goes wrong you have your case back up. Espeically at rogers when I cancel 2 guys at two different times told me the wrong thing cancellation fee and there are no records at all.

so i called rogers back after a month now, when they are suppose to call me back within that month. i got them to wavied my 200$ from texting and got 10$ off my normal plan for a year. i also told them that fido was offering a 50$ data plan and plus a new phone but they told me that they dont do price match.. i really wanted a new phone but i was already happy that they fixed my situation. I was just disappointed that the first guy offer me 50$ off my bill untilthey switch me over again to another representative and she said she will take off half my bill. But after putting me on hold again she offered me 50$ again! lol what kind of customer service is this.. You have to talk to them with anger to get what you want.

[ShadowBun]

Originally Posted by rien

Spoke to a lady in retentions about my other number going over minutes hoping for free incoming or my5 at most. Right off the bat she offers me a $70 plan from the website for $55+tax

- unlimited canada LD for 1 yr (this is a current promo that ends in a few days. LD calls count as local minutes)
- unlimited local calling
- unlimited text/pictures/etc
- 1 GB data
- CID/VM

plus I also got 6 gig for $20 for my plan.

Maybe this is old news but it's tres dope that now you can switch plans without having to resign your contract. http://www.rogers.com/web/content/freedom-advantage

source for avatar picture?

[Alatar]

Originally Posted by ShadowBun

source for avatar picture?

It's from a GQ article with Michael Fassbender.

[extracrunchie]

Originally Posted by Mr.HappySilp

That is why everytime I call in to make changes to my plans I always ask the rep for their full names(first and last) and their rep ID. That way if anything goes wrong you have your case back up. Espeically at rogers when I cancel 2 guys at two different times told me the wrong thing cancellation fee and there are no records at all.

With the times that I called retentions, got their full names, ID and Interaction number. If they didn't f'kin type in their notes, they try to get away with it.

That has pissed me off so much with Rogers.

[Timbits93]

Well I called in today to see what Rogers could do with renewing my expiring credits on one of the lines. As currently I have (for the voice portion) 300 min, ultd incoming calls, evenings (6pm) and weekends, 100 cdn ld, caller id, vm and 2500 text (the old $10 VP) for about $14 after taxes (GRRF waived, no expiry). My personal line just has the $30 6GB LTE tacked on.

So what the guy just flat out did was renew the $10 MFD (all lines) but not the other one that I have on account (double checked on Rogers to make sure that he did). So once the other discount falls off, it'll just be the standard $17.50 for the above without incoming calls which is fine. So considering how Rogers used to handle MFDs on the old $17.50 retention plans which was generally, NO MORE CREDITS, I think today went good.

BTW got the HTC One X for the voice only line for $0 on a 2 year, EHUP and Admin Fee waived.

Going to get the HTC One (new one) or perhaps a different device like the Xperia ZL (I want the Z but its not available ) for myself later in the week, EHUP and Admin Fee also waived (according to the rep).

[Graeme S]

Rogers to launch customer loyalty program this year | CTV News

TORONTO -- Telecommunications giant Rogers plans to roll out a loyalty rewards program this year that gives bonuses for using a variety of its services, a move it hopes will keep customers from straying to a growing number of competitors.
Outgoing chief executive Nadir Mohamed said Tuesday the wireless, cable and media company needs to improve its customer service "significantly."
We "will actually further work to reinforce this idea that we value our customers (and) we reward our customers for staying with us," he told reporters before the Roger Communications (TSX:RCI.B) annual meeting in Toronto.
Customer service has been a longtime concern for Rogers, but its wireless operations have been under particular pressure in recent quarters as Bell (TSX:BCE) and Telus (TSX:T) have grabbed a larger share of postpaid phone subscribers.
During the fourth quarter, Rogers added 58,000 net postpaid subscribers, compared with Bell, which added almost 144,000 net postpaid customers, and Telus (TSX:T) which gained 123,000.
In the first quarter, reported Monday, Rogers said 32,000 postpaid accounts were signed up. Bell and Telus have yet to report their results.
Smaller competitors like Wind Mobile, Mobilicity and Public Mobile, have also added to an atmosphere where customers are expecting more service for less money.
Some longtime subscribers have turned to the Rogers customer service department to request discounts on their payments, and they want the company to demonstrate that it "values their tenure," Mohamed said.
The call for customer service improvements echoes comments Mohamed made when he took over the top job from company founder Ted Rogers in 2009. At that time, his speech focused on resolving technical and billing problems, and customer satisfaction.
Making customers happy can come at a big cost, especially when they demand discounts on their bills. A loyalty rewards system could help soften the financial blow to the company.
While details of the program weren't revealed, a broad range of the company's services will be included. It will also extend into Rogers banking and credit card services, which are expected to launch sometime this year.
"There's many things that tie in, but it's front and centre for us," Mohamed said.
Representatives for the company said a launch date announcement will happen in the near term.
During his speech to shareholders, Mohamed said the company will focus on resolving the top reasons for customer calls.
"There's no question we need to significantly improve customer service ... need to help our customers better understand what they get when they sign-up and we need to do a better job supporting them once they do," he said.
"This year we're focused on resolving the top reasons customers call, enhancing employee training and raising the bar on service levels."
Mohamed will step down as chief executive in January, and a search for his replacement is underway.
On Monday, Rogers reported a 15 per cent increase in first-quarter profit, helped partly by more subscribers upgrading their smartphones.
The company's stock closed down $1.80 at $50.28 on the Toronto Stock Exchange.

Thoughts?

[JesseBlue]

rogers spooked with wind/mobi now having iphone compatibility?

[shenmecar]

Originally Posted by Graeme S

Rogers to launch customer loyalty program this year | CTV News



Thoughts?

Hopefully it will come in a form where tenure = discounts, more tenure = more discount kind of thing. This way, the discounts are more transparent and you know what you are getting. Not like now where you get credits depending on your tenure, the rep's mood, and how the stars are aligned in the cosmos.

[BaoTurbo]

Yea I kinda agree with this CS move because their's is pretty much shit. Long story short IMO they got cocky with their reputation over the years, at the same time competitors are becoming more and more on the same level as Rogers and people just jumped ship after finding a better deal.

I was really considering Fido. Reason is I'm Rogers and I have no Rogers dollars, paying more than what Fido has, but on the same network, just different brand name. Why not jump to Fido and get some Fido dollars at least for the same service I'm paying for and possibly even better CS.

[HonestTea]

When will we know what type loyalty program they're gonna roll out? Q3? Q4?

[shenmecar]

Originally Posted by BaoTurbo

Yea I kinda agree with this CS move because their's is pretty much shit. Long story short IMO they got cocky with their reputation over the years, at the same time competitors are becoming more and more on the same level as Rogers and people just jumped ship after finding a better deal.

I was really considering Fido. Reason is I'm Rogers and I have no Rogers dollars, paying more than what Fido has, but on the same network, just different brand name. Why not jump to Fido and get some Fido dollars at least for the same service I'm paying for and possibly even better CS.

i jumped to Fido because of Fido dollars and 2 year contracts. 1 year is a big difference. imo.
Posted via RS Mobile