Rogers Communications: Deceptive Business Practice

Written by Harold McNeill on March 17th, 2012. Posted in Editorials


Rogers Communications

This was the attitude that greeted me when I took my complaint
to the Rogers office in Vancouver.

January 2015.  I brought this post forward as this scam is still active with Rogers.

The Scam: Originated from a Call Centre in Ohio (March 2012)

A few days back I was caught short during a Rogers Communications Customer “Satisfaction Survey” being conducted from a Call Centre in Ohio. Although I don’t usually take these calls near dinner, I was in a bubbly mood so decided to let the woman ask away (ah, I can be led so easily).

After a few questions about my degree of satisfaction with Rogers, she went on to ask if it was OK to check and see if any savings could be found in our account (a reward for doing the survey I suppose). Well, why not, I had fun with the survey? She then spent considerable time (20 minutes or so) going over various options and I was feeling bad for taking up so much of her time trying to find so little in savings. She stated: “no problem, Rogers is here to provide you with the best service we can” or words to that effect.

We finally settled on $4.00 or $5.00 saving on the combined cost of both phones in our family plan and the deal was struck — Not!

I was passed along to the ‘call clincher’ (Mike, I believe) who went over the details. We had almost finished when he said something that piqued my interest (about the ‘contract’). On probing, I found by accepting the “deal” my contract was being extended to 36 months. That was never explicitly mentioned at any point in either conversation and I was not told until I point blank asked the question.

I explained that I was very sensitive about again being ‘locked in’ as I was burned on a 36 month contract with another carrier and even when I came to Rogers I was not given ‘the best’ on my original three year contract.  Then the bomb shell.  I thought I was currently on a “month to month” plan but the ‘clincher’ told me ‘no”, I had locked to a “36 month” plan some 18 months earlier.  I knew immediately what had happened – it was a similar “plan change” some 18 months back.  They had given me a $4 or $5 reduction, but it was never made clear that automatically extended my contract to 36 months.

Was I livid? You bet. I asked how much to cancel the contract for both phones immediately. The answer:  “$700 per phone”. Unbelievable! The whole purpose of this 30 – 40 minute call was to have me make a very small change in the contract, but the real purpose was an extended contract. Such deceptive practice by a major company dedicated to providing top notch customer service is unforgivable.

Customer Service in Vancouver, BC

After numerous tries, I was able to contact a Rogers Representative (a guy named Desmond) in Vancouver, who as much as stated the Call Centre should have more clearly stated the purpose of the call, but, unfortunately, there nothing he could do, that Rogers simply contracts out some of the work.

Over the course of our conversation, I even suggested that he might do a little something -like clear off that existing contract that was also obtained in a similar circumstance – as s show of good faith. He said he could not do that, but he could offer me some inexpensive Long Distance perks. Ah, yes he could do that, but if he did, I would then be locked in to a new 36 month contract as that was the standard. The price of making any change, no matter how small is commencing a new, 36 month contract.  So much for customer service.

If you have had a similar call from Rogers, please let me know as  I will be sending a written complaint to Rogers and the CRTC in addition to making this post.

Please feel free to repost the link if you wish.  The type of call I received is likely repeated thousands of times every day across the Rogers Network and I have no doubt other carriers have the same policy.

Harold
March, 2012

Note: One further point about the calls – each was preceded with warning “this call is being recorded for training purposes”.  Really? I bet it was being recorded so they could show that somewhere in that 30 minutes exchange of words, the customer (me) was given some kind of statement about ‘the new contract period’ being the purpose of the call.  I doubt it, but if it was stated, it was well covered in other words.

March 20, 2012.  Thank you to all who have responded via FB and thank you for reposting the link to your homepage.

PLEASE DISREGARD THESE PHOTOS.  They were somehow attached when the blog was transferred over to the new platform.  I do not want to remove them as the photos are now linked to this story on the Google Photo Index.

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Comments (2)

  • Terry
    May 7, 2012 at 8:19 pm |

    I tossed my rogers phones in a drawer after two years of the contract, they were chargeing us $300.00 to $600.00 per month and we signed a contract for a family plan with no internet no long distance no texting for $140.00 per month. I found out they had another contract with my number but they wouldn’t release any info to me on why they had two contracts under one number. I have now heard so many horror stories about rogers that I want to study vodoo and put a spell on them, LoL.

  • May 7, 2012 at 9:36 pm |

    Hi Terry. Not the first complaint I have heard. I would have felt better about the whole thing if the senior Rogers representative in Vancouver had not just brushed me off by telling me there was nothing he could do. Last week (May 4, 2012) I spoke to a Rogers rep in Kamloops about another issue with programming one of our family IPhones (he was very helpful by the way) and I asked him about the practice described in this article. He told me it was common practice as Rogers sub-contract these matters to third parties and generally wash themselves of responsibility for shoddy buiness practices. Not much I could do beyond writing this article and then not getting caught out again. Harold

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Comments

  • Mike Fedorowich

    September 1, 2023 |

    I have gone through the above noted text and have found it quite informative.
    I am a former member with several law enforcement agencies from across Canada.
    I worked in the First Nations service under the authority of the RCMP with the over sight of the OPP. My law enforcement service was conducted under the authority of the Nishnawbe – Aski Police Service in North West Ontario the Louis Bull Police Sevice in Hobbema AB, the Kitasoo Xaixais Police Service in Northern in side passage on Swindle Island, the Lac Suel Police Service North West Ontario and the Vancouver Transit Authority Sky Train Police Service. I’m presently dealing with an RCMP member for falsifying a report against me for a road rage event. Court case is finished and the charge was dropped but I have an on going complaint with the member and have forwarded to the WATCH DOGS IN OTTAWA FOR the RCMP review and consideration. I believe the said officer is in violation of his oath of office and should be held accountable for falsifying his RTCC all the while dragging me through the court system here in Nanaimo. RCMP continue to stonewall the appeal but Ottawa and the crowns office are still looking into the matter. if your able and find the time or the interest in this very brief introduction, I would very much like to speak with you and would be grateful to hear any wisdom that may come across from your end. I served with First Nations Police Services for ten years in isolation and six years with Transit Police out of New West Minster. I do value and appreciate any time you could spare to chat for a bit on this particular subject matter. Respectfully with out anger but an open mind, Mike Fedorowich Nanaimo BC 250 667 0060

  • Harold McNeill

    February 28, 2022 |

    Hi Robert, I do remember some of those folks from my early years in Cold Lake (Hazel was my aunt and our family spent many fond times with Uncle Melvin, Aunt Hazel and Family. I knew Lawrence and Adrian. Having read a half dozen accounts it is clear their were many false narratives and, perhaps, a few truths along the way. I tried my best to provide an even account from what I read. Cheers, Harold. (email: Harold@mcneillifestories.com)

  • Robert Martineau

    February 25, 2022 |

    Its been a long time since any post here, but its worth a shot. My Grandfather was Hazel Wheelers brother Lawrence, and son to Maggie and Adrien. Maggie Martineau (nee Delaney) is my great grandmother. The books and articles to date are based on the white mans viewpoint and the real story as passed down by the Elders in my family is much more nefarious. Some of the white men were providing food for the Indians in exchange for sexual favors performed by the Squaws. Maggie was the product of one of those encounters. Although I am extremely proud of my family and family name, I am ashamed about this part of it.

  • Julue

    January 28, 2022 |

    Good morning Harold!
    Gosh darn it, you are such a good writer. I hope you have been writing a book about your life. It could be turned into a movie.
    Thanks for this edition to your blog.
    I pray that Canadians will keep their cool this weekend and next week in Ottawa. How do you see our PM handling it? He has to do something and quick!
    Xo Julie

  • Herb Craig

    December 14, 2021 |

    As always awesome job Harold. It seems whatever you do in life the end result is always the same professional, accurate, inclusive and entertaining. You have always been a class act and a great fellow policeman to work with. We had some awesome times together my friend. I will always hold you close as a true friend. Keep up the good work. Hope to see you this summer.
    Warm regards
    Herb Craig

  • Harold McNeill

    November 26, 2021 |

    Hi Dorthy, So glad you found those stories and, yes, they hold many fond memories. Thanks to social media and the blog, I’ve been able to get in touch with many friends from back in the day. Cheers, Harold

  • Harold McNeill

    November 26, 2021 |

    Well, well. Pleased to see your name pop up. I’m in regular contact via FB with many ‘kids’ from back in our HS days (Guy, Dawna, Shirley and others). Also, a lot of Cold Lake friends through FB. Cheers, Harold

  • Harold McNeill

    November 26, 2021 |

    Oh, that is many years back and glad you found the story. I don’t have any recall of others in my class other than the Murphy sisters on whose farm my Dad and Mom worked.

  • Harold McNeill

    November 26, 2021 |

    Pleased to hear from you Howie and trust all is going well. As with you, I have a couple of sad stories of times in my police career when I crossed paths with Ross Barrington Elworthy. Just haven’t had the time to write those stories.

  • Howie Siegel

    November 25, 2021 |

    My only fight at Pagliacci’s was a late Sunday night in 1980 (?) He ripped the towel machine off the bathroom wall which brought me running. He came after me, I grabbed a chair and cracked him on the head which split his skull and dropped him. I worried about the police finding him on the floor. I had just arrived from Lasqueti Island and wasn’t convinced the police were my friends. I dragged him out to Broad and Fort and left him on the sidewalk, called the cops. They picked him up and he never saw freedom again (as far as I know). I found out it was Ross Elworthy.