We are trying to solve these issues and other ISPs are also trying to do the same. The policy basically is that the Rogers technician calls before visiting the customer. If there is no answer the visit will be automatically canceled. We don't have direct contact with the Rogers technicians, which in my opinion is a pity. I do agree with you that our rep should have handled it far more professionally and should have shown more empathy towards you. If the installation still is not done yet please forward me your order number in a PM and I will get it escalated to Rogers for a missed visit and hopefully, we can reschedule it within 48hrs for you.antihero wrote: ↑Jan 23rd, 2018 5:41 amFair enough that things happen - but who do you think should be responsible to inform the customer? Rogers or Cannet? I don't have access to Rogers as I bought the Internet through Cannet. I spoke to a kind Rogers rep who said it really isn't their responsibility to track and give out the information. I think Cannet is responsible - and they should be the ones complaining to Rogers that their customers are not being serviced properly. More importantly Cannet should be checking to see if these visits are being made and call on behalf of customers who don't have access to Rogers. And if they are not coming out, to call the customer to let them know. Simply put that there was overbookings - there were no weather related issues that day which would be understandable. Pure lack of professionalism and respect for customers' time.
It is bad enough that most of the service companies have no respect for your time and show up during these vague windows, but to no-show and not even call? I am a service professional myself - if I made an appointment with my client and I don't show - I guarantee I would be fired. Might even get fired if I told my client that I would show up maybe between 2-5pm but please wait until 6pm. My client would think that I had completely lost my mind. Completely ridiculous.
Again I apologize for the poorly handled services from our side.