You chime in to say you complained about a $0.15 price error, walked away with a $265 goodwill credit (which is unheard of), and tell us the "back story is besides the point"?
No. The backstory ought to be your WHOLE POST!
Aug 25th, 2015 3:03 pm
You chime in to say you complained about a $0.15 price error, walked away with a $265 goodwill credit (which is unheard of), and tell us the "back story is besides the point"?
Aug 25th, 2015 3:30 pm
It's not really that interesting. I can share the details, but essentially the name of the game is: escalation. If the issue is significant, then escalation to the office of the president.onlineharvest wrote: ↑You chime in to say you complained about a $0.15 price error, walked away with a $265 goodwill credit (which is unheard of), and tell us the "back story is besides the point"?
No. The backstory ought to be your WHOLE POST!
Aug 25th, 2015 4:31 pm
Thanks for sharing. You should scrapbook this for your memories. "Remember that time we received over $600 in goodwill credits from Rogers"...100Pacer wrote: ↑It's not really that interesting. I can share the details, but essentially the name of the game is: escalation. If the issue is significant, then escalation to the office of the president.
I called in at the beginning of May to place a cancellation notice for home services on the account. Subsequently over the next 2-3 days I kept phoning in and dealing with different departments each time (retentions, winback, customer service) and at some point along the way an agent decided to randomly (and without my consent) remove the cancellation notice. The next time I phoned winback I was told they couldn't speak to me without a cancellation notice, so I figured out what must have happened. Hung up, phoned customer service and calmly explained the situation and immediately asked to escalate, a supervisor heard the story and asked if she could help but I politely turned her down and explained it's my intention to take the issue right to the office of the president. An agent from the office of the president got in touch with me and after hearing my story offered a $150 goodwill credit. I then worked with that same agent from the office of the president on new pricing for my home services.
I called in at the beginning of July because of a $2.35+HST overcharge on the home phone once the new pricing came into effect. As it wasn't what I had agreed to with the agent from the office of the president (and because I didn't expect someone in his position to make such a sloppy error) I escalated the issue right back to the office of the president. An agent from the office of the president got in touch with me and after hearing my story offered a $2.35+ HST X 12 months credit plus a $200 goodwill credit.
I called in at the beginning of August because of the $0.15+HST overcharge on the home phone (the 1st agent I dealt with in May from the office of the president had also fumbled up the long distance plan he added onto my account which, again, I considered sloppy for someone in his position) but this time I reached out directly to the same agent from the office of the president I dealt with in July. No new case had been created, we simply had great rapport and the agent was more than happy to once again help me out. The $0.15+HST overcharge was credited and a $10 credit for my trouble was offered; however, given all the issues documented above in addition to multiple instances over the last couple of years (where I typically accepted the general credit + $10 goodwill credit) I had made it clear enough was enough and that I wouldn't settle for just a $10 goodwill credit this time given the previous significant goodwill credits. I heard back the next day and as I said the billing error + remainder of the invoice balance was wiped clear.
A little over $600 in goodwill credits over the last 90 days. I didn't con or cheat anyone at Rogers, I simply stated my case to the highest authority I could reach.
Aug 25th, 2015 9:35 pm
Wow. . . how did you get to the office of the president? The guy I was talking to in retentions yesterday wouldn't offer me anything more and pretty much told me too bad and hung up (in nicer terms but that's pretty much what happened). The guy I talked to today offered me a $50/credit on top of that and same thing happened. I did end up accepting this last offer though afterwards. And previously when I've had issues the CSR just dealt with it. I have never gotten a "goodwill credit" but I have had them credit me the extra I've been charged.100Pacer wrote: ↑It's not really that interesting. I can share the details, but essentially the name of the game is: escalation. If the issue is significant, then escalation to the office of the president.
I called in at the beginning of May to place a cancellation notice for home services on the account. Subsequently over the next 2-3 days I kept phoning in and dealing with different departments each time (retentions, winback, customer service) and at some point along the way an agent decided to randomly (and without my consent) remove the cancellation notice. The next time I phoned winback I was told they couldn't speak to me without a cancellation notice, so I figured out what must have happened. Hung up, phoned customer service and calmly explained the situation and immediately asked to escalate, a supervisor heard the story and asked if she could help but I politely turned her down and explained it's my intention to take the issue right to the office of the president. An agent from the office of the president got in touch with me and after hearing my story offered a $150 goodwill credit. I then worked with that same agent from the office of the president on new pricing for my home services.
I called in at the beginning of July because of a $2.35+HST overcharge on the home phone once the new pricing came into effect. As it wasn't what I had agreed to with the agent from the office of the president (and because I didn't expect someone in his position to make such a sloppy error) I escalated the issue right back to the office of the president. An agent from the office of the president got in touch with me and after hearing my story offered a $2.35+ HST X 12 months credit plus a $200 goodwill credit.
I called in at the beginning of August because of the $0.15+HST overcharge on the home phone (the 1st agent I dealt with in May from the office of the president had also fumbled up the long distance plan he added onto my account which, again, I considered sloppy for someone in his position) but this time I reached out directly to the same agent from the office of the president I dealt with in July. No new case had been created, we simply had great rapport and the agent was more than happy to once again help me out. The $0.15+HST overcharge was credited and a $10 credit for my trouble was offered; however, given all the issues documented above in addition to multiple instances over the last couple of years (where I typically accepted the general credit + $10 goodwill credit) I had made it clear enough was enough and that I wouldn't settle for just a $10 goodwill credit this time given the previous significant goodwill credits. I heard back the next day and as I said the billing error + remainder of the invoice balance was wiped clear.
A little over $600 in goodwill credits over the last 90 days. I didn't con or cheat anyone at Rogers, I simply stated my case to the highest authority I could reach.
Aug 25th, 2015 11:23 pm
They're not supposed to hang up on you unless your done. If he just hung up on you without reason you should escalate. Complain get his ID number and they should compensate. A friend of mine experience that called back and got 50% off for 6 months on his home services.TigerLilly wrote: ↑Wow. . . how did you get to the office of the president? The guy I was talking to in retentions yesterday wouldn't offer me anything more and pretty much told me too bad and hung up (in nicer terms but that's pretty much what happened). The guy I talked to today offered me a $50/credit on top of that and same thing happened. I did end up accepting this last offer though afterwards. And previously when I've had issues the CSR just dealt with it. I have never gotten a "goodwill credit" but I have had them credit me the extra I've been charged.
Is the order CSR -> supervisor -> office of the president? And if you ask they'll just transfer you no problem?
Aug 26th, 2015 12:20 am
I think I read winback got retention deals after retention was done with it.onlineharvest wrote: ↑There is no change in how you reach retentions.
Call the regular Rogers number and select cancel services.
The phone number you may be referring to is the winback number, a dept that is no longer in operation.
Aug 27th, 2015 11:54 pm
Aug 28th, 2015 2:42 am
Also, right now for $54.95/month plus tax you can get 1 Gigabit (1000 Mbps) download / 100 Mbps upload, unlimited cap, with powerful modem/router from bell fibe. Free installation. No contract. (must live in an area that has fibre optic to the home)
Aug 28th, 2015 8:24 am
Aug 28th, 2015 11:31 am
Aug 28th, 2015 9:13 pm
Aug 29th, 2015 1:32 am
IMO, don't switch. People these days who are jumping ship from the 8 year promos (W45/W35) are generally moving to FASTER speeds (Ignite 100 or 250) and/or the addition of unlimited bandwidth because of higher usage (both Ignite 100 and 250 are unlimited).hvc wrote: ↑Got an offer today to switch from the W45 to the Internet 30 in order to save $10 a month from my current rate. It would be "price protected" for 2 years, but no contract. If I keep W45, my overall bill goes up $5 a month with their current offer on my cable (digital plus, 3.0, etc.)
Just wanted to get peoples take on switching from the W45? I'm hesitant in case prices eventually go up. Speed appears less in Internet 30, and the bandwidth is half (100gb vs 200gb). Most i've used is 160GB, but in the last 6 months i've never used more than 75.
Aug 29th, 2015 9:16 am
Agreed, those were my thoughts exactly, but wanted to check in to make sure I wasn't missing something.onlineharvest wrote: ↑IMO, don't switch. People these days who are jumping ship from the 8 year promos (W45/W35) are generally moving to FASTER speeds (Ignite 100 or 250) and/or the addition of unlimited bandwidth because of higher usage (both Ignite 100 and 250 are unlimited).
Of course that plan would be cheaper, it is slower AND has less bandwidth!
Prices WILL go up every year until your 8 year promo expires (give or take 2022/2023) - that's a LONG time to have consistent pricing with your W45 promo.
At your current usage, you should be covered with 200GB for a while (keep in mind, if you start streaming at all, you will likely blow through this).
If you switch to Internet 30, you are teetering near the upper limit of your bandwidth usage already. And FYI, the max cap Rogers can charge for overage was raised to $150/m from $100.
And overage fees are VERY EXPENSIVE, and 1 bad month could essentially wipe any "savings" from getting an internet plan with 100 less GB.
My $0.02
Aug 29th, 2015 2:51 pm
Haven't tracked in the last couple weeks, but I believe the standard discount off ignite packages right now is $20 off list price, 2 year agreement (internet part only). Pricing fixed for the 2 years. Should get NB3.0PVR free also (not sure if you're paying now).hvc wrote: ↑Agreed, those were my thoughts exactly, but wanted to check in to make sure I wasn't missing something.
Cheers.
edit: Would it be worth checking to see if I can get ignite 100 for the same price (if ignite 30 is $10 cheaper, maybe ignore 100 is the same-ish price). I know I don't have significant usage, but if I can get ignite 100/Digital+ &NB3.0 for the same price as W45/Digital+ & NB3.0, is that something to consider? My only concern is prices increasing, like the past $5 increases that didn't affect W45, and the price of my bill going up uncontrollably.
Aug 30th, 2015 3:27 pm
Just have Rogers VIP cable with free Netbox. Currently on 30% off promo which expires on Sep 3. Received my new bill in which they had charged me the full price as well as $15 for the netbox. Called up billing and was told that they can only offer a new promo when the current one expires on Sep 3. A couple of questions -onlineharvest wrote: ↑Haven't tracked in the last couple weeks, but I believe the standard discount off ignite packages right now is $20 off list price, 2 year agreement (internet part only). Pricing fixed for the 2 years. Should get NB3.0PVR free also (not sure if you're paying now).
At that price, 100u would be $65/m. Not worth it I you don't even go above 100gb
Also keep in mind these reps will try ANYTHING to get you out of the 8 year promo. Lol
This isn't these best time to drop W45 right now (50% off packages was a better time).
Keep your ear to the ground, especially if your usage jumps as a result of streaming, etc
Aug 30th, 2015 5:18 pm
As of today, it's might be best to get the Bell Fibe TV deal for $23.95/mo with (a much better) PVR and simply cancel your rogers TV service on Sept 3. That will also give you negotiating leverage and a back-up plan when you cancel rogers.freakoutguy wrote: ↑Just have Rogers VIP cable with free Netbox. Currently on 30% off promo which expires on Sep 3. Received my new bill in which they had charged me the full price as well as $15 for the netbox. Called up billing and was told that they can only offer a new promo when the current one expires on Sep 3. A couple of questions -
1) Is retentions still offering the 30% off cable?
2) Should I wait until Sep 3 or should select cancellation and try to get retentions?
Thanks in advance
Aug 30th, 2015 9:34 pm
Well, retentions is offering $25 off TV.freakoutguy wrote: ↑Just have Rogers VIP cable with free Netbox. Currently on 30% off promo which expires on Sep 3. Received my new bill in which they had charged me the full price as well as $15 for the netbox. Called up billing and was told that they can only offer a new promo when the current one expires on Sep 3. A couple of questions -
1) Is retentions still offering the 30% off cable?
2) Should I wait until Sep 3 or should select cancellation and try to get retentions?
Thanks in advance
Aug 31st, 2015 1:40 am
Aug 31st, 2015 8:12 am
Free PVR/HD Box is definitely common, whether multiple are credited, or you get discounts on the other boxes is dependent. I only have one box, but have some friends with a NB 3.0 and HD Box credited.ChelseaJ197622 wrote: ↑Hi everyone. Just relocated to Toronto from Australia, and am planning on signing up with Rogers for internet/tv/home phone.
I've got a family of 5...3 kids all over 16.
Looking at getting the VIP tv (or vip ultimate if price is right), 250 ignite and home phone. The only thing we are willing to budge on is the TV, but has to be at least the VIP (and yes we do want that many channels!).
Wondering what the current going rate would be through a CSR for this kind of bundle? Through the website it gives me $185 for 3 months then $233 there after. Not doing that.
We would need at least 1 PVR, and probably 3 or more HD boxes (have 5 TV's in the house).
Would like to see if I could negotiate a free PVR and maybe an HD box...does anyone know if this is common to get?
Ultimately what I'm asking is - for what we want - what should we expect to pay after negotiating a deal with a CSR? And what would constitute a good deal in our case?
I have been reading through quite a few pages of this thread, and haven't been able to gauge a lot.
I am not interested in hearing alternatives...we have chosen Rogers after much research and asking around. It's really just a matter of what kind of deal we could grab!
Aug 31st, 2015 10:43 am
I started Rogers from this very RFD thread, a few years ago, recommending Steve, and like some of us but not all, his Credits never happened.hvc wrote: ↑Free PVR/HD Box is definitely common, whether multiple are credited, or you get discounts on the other boxes is dependent. I only have one box, but have some friends with a NB 3.0 and HD Box credited.
As a new customer, it's unlikely you can negotiate any deal (other than what's on the website) with a CSR. Your best bet at this point is to do the 3 month for $185, and then cancel before your 3 month expires (e.g. on month 2) and then attempt to negotiate with retentions. Your other option is to call Steve (see 1st post of the thread for his number) to see what he has to offer new customers. I don't think he has deals on the Ignite 250/VIP, but worth a shot to see what the offers are.
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