On February 29th, 2008, I was told that I would be getting unlimited local calling until September 3rd, 2008 as compensation for a wireless plan error that the representative made.

The agreement was made over the telephone (bad move, I know) and there is no way that I can think of to prove that this agreement was made (even though they say they "record" all phone calls). It should say it in my account history, but it only goes back to April (so they tell me).

The problem is that I was under a joint account, but I had separated from that account around March to have one under my own name a few weeks later. Apparently the note was not copied into my account history and now Rogers claims that they can't do anything about it because it's not under my name. I got the first 3 months of unlimited local calling, but it stopped after June.

One of the representatives looked into the account of my partner's, found it, but still told me that I can't get it because it's not under my name. Now I am being charged for calls that I did indeed make, but should not be paying for. My bill last month was $310 when it is supposed to be $45. I have not paid for it and refuse to until the problem is solved.

If there is some kind of online petition or protest against Rogers, please notify me ASAP. I will do ANYTHING to prove them wrong and make them fix the problem they have brought upon themselves.

Mr. Matthew Ariker
Vice President, Customer Marketing
Rogers Wireless
6315 Cote de Liesse St-Laurent
Montreal, Quebec, PQ, H4T 1E5

Dear Mr. Matthew Ariker,

I have been a faithful Rogers Wireless customer since 2002, even recommending the services
to other people that I come into contact with (we sell the Bang & Olufsen Serene Cell Phone
which works on the Rogers network - as well as others). I am in sales and realize that when you
have competition offering similar product you need to offer better service. This is why I am
writing this letter – I feel insignificant to your organization in the way I have been treated
recently. It started on Wednesday, August 20th at about 12:00 PM. I called regarding the letter
that I had received from you. First, I was on hold for over half an hour. Then, when a Customer
Service Representative became available he didn’t seem to know much about the letter that I
had received – I have enclosed a copy of the letter for your reference. The only part of the letter
that interested my wife was the portion that said that we could “upgrade to a new phone” which
I was told that I didn’t qualify for when the CSR did look up my account. To make matters
worse, the CSR, in his attempt to explain why I didn’t qualify, told me that I haven’t spent
enough with Rogers Wireless as it is based off of points (in equation to dollars spent) system.
Then the final insult was applied when he said, “we have customers who spend in excess of
$200.00 a month” making me feel like my business is not worth saving. I did ask how much I
would pay for a new phone and it was mentioned that the iPhone would cost me approximately
$349.00 and even other phones would be “quite a bit of money”. When I mentioned that we
could get a new phone for my wife by moving to a competing provider he agreed and left it at
that. At this point I was furious, but late for an appointment and could not spend any more time
with him.

My second call lasted over an hour (starting at 3:37 PM of the same day) with the CSR unable
to provide a solution and could not transfer me to a supervisor in the few minutes that we spoke
(most of the one hour, two minutes and 45 seconds was spent on hold). I have been told that I
should receive a call within 48 hours from a supervisor, but I am afraid it is too late to win me
back.

My third attempt to talk to someone started at the local Rogers store where I have done the
bulk of my business (Davie Street near Burrard). I was told that they could not do anything for
me either and that I would have to wait in line for one of the sales associates in the store who
would then put me in touch with a CSR – which meant a potential half an hour to an hour of
waiting just to be put on hold. This was my lunch break and I could not take that much time to
deal with this issue. When I returned to my office I used the speaker phone and placed one
more call and reached Ms. Hazel Louis after a relatively short time on hold - she wasn’t much
help, but pleasant enough. She then transferred me to her manager Sarah (no last name given)
who listened to my complaint and offered to try to help, but continued to quote the same high
prices for the iPhone and an even higher price for the Touch. She quoted an interaction number
of 76110626.

What I don’t understand is why I received this letter that would leave one to believe that there is
an offer to assist to upgrade when it is clear that you are not making such an offer available to
me. My wife’s phone is under contract until December of 2008 and my phone
come due in December of 2010. As my business is not appreciated or wanted,
I wish to end my contract with your organization and I do not expect there to be any penalties or
cancellation fees as I feel I was told that my business is not worth keeping. I do plan to use the
same number as most of my clients have this number. I am hoping that you will be honorable at
this last request. Looking online I see that I am not alone in my anger and disappointment with
this organization. I will wait for your reply before I go ahead and activate a Bell Mobility account.

As a point of interest, here is the offer made by a Sales Associate at a Bell Mobility Store:

300 minutes (daytime) / 6PM to 8AM Nights & Weekends / Caller ID / Voicemail / System
Access Fee / 911 Fee / $28.00 Including Taxes - Plus a $25.00 Superstore Card

Regards,

Troy

I called rogers to activate a pager I purchased - they activated it to the wrong person's account. So I get a call from a colleague indicating my pager is no longer in service. Called rogers and spent over an hour on the phone to find out that whomever had account to which my pager was activated called an reported the "fraud" so they deactivated the pager - with no notice to me. The was no reasonable explination for this happening. They can't reactivate the new pager and need to send me a new one that will take two days. What are they willing to do for me? give me one months free paging service - less than 10% of my regular bill!
THe customer service was terrible and the resolution was very amature.
What frustrates me most is how this happened in the first place.

Went to get a "pay as you go" phone from Rogers Wireless, since I had a gsm phone but only made 2 or 3 calls per month.

So I walk up to the counter, tell them what I wanted. They tell me it's going to be a $50 "activation fee". Well, it's pretty well known that the Canadian mobile phone providers are ripoff merchants, but I can take $50. I agree, they IMMEDIATELY take a sim card out of one of their boxes, without telling me anymore about the product.

I then start to think about what questions I SHOULD be asking. Like "what's the minimum amount for a pay as you go card". $10. "does it expire?". This is where it gets really confusing. The card apparently expired in 30 days. But once the card is put into the phone, I'm told the minutes purchased roll over into the following month.

Cool. I give them my details.

It then comes up in conversation that the minutes only roll over IF YOU KEEP PURCHASING THEIR CARDS. So if you don't purchase a card, goodbye to your money.

At this point I'm getting annoyed. Hidden costs popping out of the woodwork like termites. $50 activation, minimum $10 per month, and then the kicker, $0.40 per minute for any calls I make in the first place!

At this point I'm annoyed, so I tell them that no, I won't be doing pay as you go from Rogers. Not at $170 for the first year and $120 per year thereafter, whether I use the phone or not. That's NOT "pay as you go", that's "pay through the nose for not much".

The kicker was, they then made me pay $25 + tax for the sim card that they had immediately opened earlier, before disclosing anything.

So we have a complete lack of disclosure on their part that ends up costing me $28 just for having talked to them.

Unfortunately, that behavior is apparently not only legal in Canada, it's typical of all mobile phone operators.

Be warned. If you deal with a mobile phone operator in Canada, you ARE going to get ripped off.

DON'T BUY FROM ROGERS!!!
I purchased a Rogers Wireless phone at Christmas and signed up for what I considered an appropriate package. The package was suppose to include 2500 sent text message each month. The package the representative signed me up for though, does not include this, I don't believe this was a mistake on their part. On my latest bill there is charges for $132 for text messages which are suppose to be included in the package I signed up for. IN taking to Rogers, they will not refund the charges saying I need to contact the store where I purchased the phone. The store says I need to deal with Rogers. Every month I have to call Rogers and deal with extra charges on the bill that are not part of the package that I did not sign up for and did not use. I find this company very difficult to deal with and I would not recommend anyone purchase any product from Rogers. I will be canceling my phone with them as soon as possible. In my opinion, they are nothing more than corporate thieves. DON'T BUY FROM ROGERS!!!