darksith31
Feb 1st, 2009, 11:31 AM
A bit of a rant, so here we go...
I had about 10 buddies over to watch the fight last night. It was around 9:30, half and hour before the fight, and we're just chillin, drinking some beers, eating pizza, and waiting for the fight to start.
It's 9:55, and we purchase the UFC 94 fight for $54.99 on Pay Per View. It says our show will start in 5 minutes. Everything's perfect.
It hits 10:00, and everyone's super stoked. All of a sudden, there was a red screen that came up saying there is an error with your PPV order, and you have to call Rogers to fix this.
Everyone freaks out. We call Rogers. On hold for 5 minutes. Constantly trying to fix the HDPVR, resetting it, unplugging it, purchasing the fight in standard definition. Nothing works.
On hold for 15 minutes now. Everyone is getting pissed off. We're missing some good pre-fights now. Still no answer from Rogers. They really need to change their freaking hold music.
Finally, after FORTY FIVE minutes of being on hold with them, they answer. I explain to them very calmly (yeah right) why the fight's not working for almost an hour. They say there was a network problem that affected everyone ordering this fight. I laugh really hard and say "for a company as big as Rogers you can't set your systems up to allow ppl to watch this? Good job". I then ask if they're going to refund the PPV price of $54.99 because we missed almost an hour of the show. He said we can only give a one time TEN DOLLAR discount. I thought he was joking. I told him that we were long time Rogers customers and spend roughly $1000 a month on wireless, cable, and internet. He says it's out of his hands. I told him I'm going to cancel all my services tomorrow for ruining something that I had planned for a couple of weeks. Good night.
So the fight was AWESOME, but that experience was a killjoy.
I called Rogers to cancel everything this morning, and the guy was extremely nice and understanding. This is what he offered:
- $54.99 PPV fee waived
- Specialty channels (200-300 or something) for free for six months ($41.99 value)
- HD channels free for six months (channels 500-541)
- a 10 dollar credit EVERY month for as long as we stay with Rogers
I told him thank you very much, and I will not be cancelling Rogers because of you. This is an example of exceptional customer service (guy #2). I'm pretty sure if I bothered him more, I could have got more out of him, but I didn't wanna push it.
I had about 10 buddies over to watch the fight last night. It was around 9:30, half and hour before the fight, and we're just chillin, drinking some beers, eating pizza, and waiting for the fight to start.
It's 9:55, and we purchase the UFC 94 fight for $54.99 on Pay Per View. It says our show will start in 5 minutes. Everything's perfect.
It hits 10:00, and everyone's super stoked. All of a sudden, there was a red screen that came up saying there is an error with your PPV order, and you have to call Rogers to fix this.
Everyone freaks out. We call Rogers. On hold for 5 minutes. Constantly trying to fix the HDPVR, resetting it, unplugging it, purchasing the fight in standard definition. Nothing works.
On hold for 15 minutes now. Everyone is getting pissed off. We're missing some good pre-fights now. Still no answer from Rogers. They really need to change their freaking hold music.
Finally, after FORTY FIVE minutes of being on hold with them, they answer. I explain to them very calmly (yeah right) why the fight's not working for almost an hour. They say there was a network problem that affected everyone ordering this fight. I laugh really hard and say "for a company as big as Rogers you can't set your systems up to allow ppl to watch this? Good job". I then ask if they're going to refund the PPV price of $54.99 because we missed almost an hour of the show. He said we can only give a one time TEN DOLLAR discount. I thought he was joking. I told him that we were long time Rogers customers and spend roughly $1000 a month on wireless, cable, and internet. He says it's out of his hands. I told him I'm going to cancel all my services tomorrow for ruining something that I had planned for a couple of weeks. Good night.
So the fight was AWESOME, but that experience was a killjoy.
I called Rogers to cancel everything this morning, and the guy was extremely nice and understanding. This is what he offered:
- $54.99 PPV fee waived
- Specialty channels (200-300 or something) for free for six months ($41.99 value)
- HD channels free for six months (channels 500-541)
- a 10 dollar credit EVERY month for as long as we stay with Rogers
I told him thank you very much, and I will not be cancelling Rogers because of you. This is an example of exceptional customer service (guy #2). I'm pretty sure if I bothered him more, I could have got more out of him, but I didn't wanna push it.