I have not changed a word of this e-mail exchange with Rogers, Canada's second largest telecom conglomerate and part of the tight oligopoly that controls all the mainstream media in Canada except our beleaguered public broadcaster, the CBC. Here's the set-up:
- Fed up with lousy service from Bell, Canada's largest media conglomerate, I decided to switch to Rogers, which at least had a reputation for better cell tower coverage. I went to a "Rogers Plus" store not too far from my work, but a long way from where I live. They sold me a Sony phone with a built-in mp3 player and camera, and enough memory (8GB) for my music and photo collection. They ordered an FM transmitter that would allow me to play the mp3s on my car radio, from another Rogers store 'nearby'. They said I couldn't pick it up myself, but that it would probably be in the next day and they would call me when it was, to save an unnecessary trek over.
- No word from 'Adam' the next day or the next week or the week after that. Finally I phone the store...no answer. I phone again the next day and the next day and the next day, all at different times...no answer. No answering machine. This is a phone company, remember.
- I phone customer service. They give me an alternate number. I dial it. It's the wrong one...for another store. I phone back. They tell me there is no alternate number. They try the number. No answer. Because their phone company won't answer the phone, they tell me, I will have to go there in person. They cannot take a message for me. I ask to speak to someone more senior. I'm put on hold for 30 minutes, then cut off.
- I decide to try e-mail. If the phone company doesn't answer the phone anymore, I decide, maybe they'll answer e-mail. Here's how it went:
Rogers Wireless Customer Service to dave.pollard Mar 1 (9 days ago)
Thank you for your inquiry. Due to an increase in email volume, it may
take us up to 5 business days to respond to your email. We apologize for
this inconvenience.
Your reference number is 34385356. Please keep this number for future
reference.
Over 2500 questions and answers at your fingertips. Find the answers to
your questions today - visit www.rogers.com/FAQ.
------------------------
Rogers Wireless Customer Service to dave.pollard Mar 4 (6 days ago)
Dear Mr. Pollard,
We apologize for the delay in responding to your email. We are
currently receiving higher email volume than normal, and are attempting
to answer all email as quickly as possible in the order they arrive.
You have reached our on line Customer Service Support Team. We would be
happy to assist you with any inquiries you may have. Although we are
not able to offer you assistance over the phone, we will do everything
we can to assist you via email.
Kindly provide us with the details of your inquiry, so that we may
investigate and provide you with some options.
If this email did not completely answer your concerns or you would like
further assistance please feel free to visit our Help site at
http://help.yahoo.com/rogers/ You can also fill out the online form
provided on the site to contact our email department. If you need to
contact us by phone, our number is 1-888-288-4663.
Sincerely,
Dwight S.
Rogers Online Customer Service
http://www.rogers.com
Case ID: 34385356
customercare@shoprogers.com
------------------------
Dave Pollard to Rogers Mar 4 (6 days ago)
This is like a bad comedy. I DID provide you with the details in my initial e-mail. I ordered an FM transmitter for my Sony Ericson phone/mp3 player two weeks ago, from your King St W store (Adam). He said he would call me back in a day when it came in. Since then I have repeatedly called the store number and no one ever answers, and there is no answering machine. All I want to know is IS MY PART READY FOR PICKUP? Please call the store and find out and let me know, and then TELL THEM TO FIX THEIR PHONE.
ROGERS -- THE PHONE COMPANY THAT DOESN'T ANSWER THE PHONE. (And doesn't read e-mails either).
Dave Pollard
very unhappy customer
------------------------
Rogers Wireless Customer Service to Dave Mar 4 (6 days ago)
Thank you for your inquiry. Due to an increase in email volume, it may
take us up to 5 business days to respond to your email. We apologize for
this inconvenience.
Your reference number is 34512887. Please keep this number for future
------------------------
Rogers Wireless Customer Service to Dave Mar 7 (4 days ago)
Dear Dave Pollard,
We noticed that you recently contacted Rogers Communications, utilizing
the 'Contact Us by Email' service on Rogers.com.
Customer Service is very important to Rogers Communications. We
continually strive to exceed our customers' expectations. The Email Team
"Ecare" would like to acknowledge and apologize that we did not meet
your expectations of receiving a response within 24 hours. We apologize
for any inconvenience we caused you.
Thank you for taking the time to write to us, we appreciate your use of
online customer service.
In your recent email, you have informed us that you ordered an FM
Transmitter for your wireless phone at one of our stores, and theyw ere
suppose to contact you back.When you try to contact the store they will
not answer the phone.
We apologize for this inconveneince.
Please reply back with the store name address and conatct number that
you are trying to call.
We appreciate your continuing patronage. Please contact us at your
convenience if you have any further inquiries.
For future email correspondence with respect to this e-mail, please
quote reference number 34512887
Regards,
Diane P.
Rogers Online Customer Service
http://www.rogers.com
------------------------
Dave Pollard to Rogers Mar 7 (4 days ago)
Already told you -- Rogers Plus store on King St W in Toronto -- attn Adam.
------------------------
Rogers Wireless Customer Service to Dave Mar 7 (4 days ago)
Thank you for your inquiry. Due to an increase in email volume, it may
take us up to 5 business days to respond to your email. We apologize for
this inconvenience.
Your reference number is 34624849. Please keep this number for future
------------------------
Rogers Wireless Customer Service to Dave 7:33 PM (1 hour ago)
Dear Dave Pollard,
We noticed that you recently contacted Rogers Communications, utilizing
the 'Contact Us by Email' service on Rogers.com.
Customer Service is very important to Rogers Communications. We
continually strive to exceed our customers' expectations. The Email Team
"Ecare" would like to acknowledge and apologize that we did not meet
your expectations of receiving a response within 24 hours. We apologize
for any inconvenience we caused you.
In your recent email you have informed us of the store location where
you are unable to contact anyone.
We have tried contacting them on your behalf and had another Rogers Plus
location confirm the phone number (416-603-7979) but there was no
answer. We apologize for this inconvenience and we would recommend going
directly to this location if you are still unable to get in contact with
them by telephone.
Should you have any further questions or require further assistance in
this matter, please do not hesitate to contact us at your convenience.
We hope you will try 'Contact Us by Email' again if any need arises, to
allow us to show you our dedication to excellent customer service.
For future email correspondence with respect to this e-mail, please
quote reference number 34624849
Regards,
Vanessa S.
Rogers Online Customer Service http://www.rogers.com
------------------------
I swear I have not changed a single word of the 'excellent customer service' crap in any of these messages, Not one word.
OK readers, I'm open to suggestions.
