berniebennybernard
Jul 8th, 2012, 06:22 AM
I am going to summarize a very bad experience that my friend and I had to endure earlier this week.
So basically, my friend wanted to cancel his contract a day after he signed up. Under Rogers policy, he can do this if he satisfies: a) within 14 days and b) the phone has not exceeded 30 minutes of call time. Knowing that he has not exceeded that, we went into the same store in which he signed the contract. The sales rep that helped him was a Ken Mak (aka. team leader as it states on his business card).
Ken said he cannot cancel the account as my friend went over 30 minutes. He said my friend used a total of 42, which my friend knows is wrong. Ken then directs my friend to call Rogers, and after 45 minutes of back and forth transfers and holds, a rep on the phone says that Rogers cannot authorize anything and that only Digital Communications can. We tell Ken that, and he said that yes, he knew that. In that case, my friend and I were both going WTF? Why are you telling us to call Rogers when you know only you and your company can authorize the cancellation?
Getting frustrated at this point, we demand for him to show us a call log or anything that can verify that my friend went over 42 minutes. He refuses stating something about confidentiality.. LOL.
Seeing as nothing could be done with Ken, I contacted my friend who is an account manager at Rogers on what we could do. Through her, we were able to find out that the account only used a total of 5 minutes call time (a huge difference vs. 5 minutes, eh?). Keeping record of the interaction ID number made from that call, we return to the store, in which case Ken seems clearly nervous and flabbergasted.
Disappointed and mad, we questioned why he lied to us. Yes, I even said out loud that he wanted to keep his commission. He denies it and said that the authorization center he called said it was 42 minutes. Either way, we cannot tell what the truth is anymore, and his hostility and attitude was not helping (he slammed the phone a couple of times making calls).
My friend ended up getting the contract cancelled, but not without having to pay a ***** $75 restocking fee. According to my friend, this is a cash grab by dealerships since corporate Rogers stores do not have such a thing.
All in all, lesson learned. ***** Digital Communications, and ***** Ken Mak. It was a very unprofessional experience that costed my friend and I two hours of our lives. We both had to go through a lot of trouble, and we feel that there are probably others out there that have been treated this way.
So basically, my friend wanted to cancel his contract a day after he signed up. Under Rogers policy, he can do this if he satisfies: a) within 14 days and b) the phone has not exceeded 30 minutes of call time. Knowing that he has not exceeded that, we went into the same store in which he signed the contract. The sales rep that helped him was a Ken Mak (aka. team leader as it states on his business card).
Ken said he cannot cancel the account as my friend went over 30 minutes. He said my friend used a total of 42, which my friend knows is wrong. Ken then directs my friend to call Rogers, and after 45 minutes of back and forth transfers and holds, a rep on the phone says that Rogers cannot authorize anything and that only Digital Communications can. We tell Ken that, and he said that yes, he knew that. In that case, my friend and I were both going WTF? Why are you telling us to call Rogers when you know only you and your company can authorize the cancellation?
Getting frustrated at this point, we demand for him to show us a call log or anything that can verify that my friend went over 42 minutes. He refuses stating something about confidentiality.. LOL.
Seeing as nothing could be done with Ken, I contacted my friend who is an account manager at Rogers on what we could do. Through her, we were able to find out that the account only used a total of 5 minutes call time (a huge difference vs. 5 minutes, eh?). Keeping record of the interaction ID number made from that call, we return to the store, in which case Ken seems clearly nervous and flabbergasted.
Disappointed and mad, we questioned why he lied to us. Yes, I even said out loud that he wanted to keep his commission. He denies it and said that the authorization center he called said it was 42 minutes. Either way, we cannot tell what the truth is anymore, and his hostility and attitude was not helping (he slammed the phone a couple of times making calls).
My friend ended up getting the contract cancelled, but not without having to pay a ***** $75 restocking fee. According to my friend, this is a cash grab by dealerships since corporate Rogers stores do not have such a thing.
All in all, lesson learned. ***** Digital Communications, and ***** Ken Mak. It was a very unprofessional experience that costed my friend and I two hours of our lives. We both had to go through a lot of trouble, and we feel that there are probably others out there that have been treated this way.