How to Deal with Rogers Retention Dept.

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butin4

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I called Rogers tonight, because my Blackberry is on the **** again, this is the 4th replacement.

I've been on hold so many times, hung up on, left on hold for more then 30 minutes, and then hung up on or transferred back into the queue. I've never been mean to any agents, or disrespectful. I just want my problem fixed, and good customer service.

Anyway - I called the retention's department, after I was hung up on, because the agent couldn't tell me when I joined Rogers...??!?! I was feed up at that point.

I waited on hold for another 30 minutes... I explained my issue, blah, blah, and she apologized, blah, blah, blah... ya know. I was unhappy with my phone plan, this is what she offered:

700 Daytime (Eve/Wked Free starting at 8pm) - $45
Blackberry Package - $30 (500 MB, Caller ID, Voicemail, 10,000 Text)
System Fee $6.95 + 911 Fee $0.50
After credits and tax = $76.07 per month

I didn't have to extend my contact. I also already get $10 off a month, because an issue I had with them awhile back. She insisted she couldn't give me any more credits per month other then the $10 that was already on the account.

Before I would spend well over $100 a month. Do you think I got a good deal here? I've only been with Rogers for 15 months. Also, she gave me a one-time goodwill credit of $40.

Thoughts?
 
Try to get unlimited incoming minutes and free Rogers to Rogers too.

I pay less than $76 and I get a lot more than what they offered you. But I have been with Rogers for a long time. It was called Cantel when I joined.
 
Sorry to say but any new customer can get what they offered you. There's even that same voice plan for 40$ Call back and try and get half off the bb package or something.
 
So, aside from all of that, your issue is still not resolved. Doesn't look like Rogers agents are doing what they are supposed to be doing. We can throw credits at you left right and center, but that's not going to solve your hardware issues.
 
Hello - I am a student and I have this plan:
17.50 for
250 minutes daytime
unlimited after 6pm and unlimited weekends

with a 30 dollar mega pack added to that:

blackberry BIS Svc 500MB
call forwarding
detailed billing
10 000 sent txt/ unl recieved
10 000 picture or video messages.

Is this good or should I fight for something better? I used to have a MY5 plan but my bill would always be over it by more than 40 bucks- so I renewed my plan to this.
 
that is a standard on market plan same thing as the previous poster, anybody can get it. Try getting 50% off the 30$ mega pack.
 
hey all..

my existing plan is getting very dated [been the same for 10+ years 100min, 400 first incoming min free, 1000min weekends, called id, detailed billing, call forwarding - no voice mail or other options]

i've been looking at changing my plan to something like what rogers is offering with their $45 voice/data + the $11 bundle


200 Weekday Minutes + 50 Bonus Minutes
Unlimited Evening and Weekends (9pm to 7am)
500MB
5pm Early Evening Calling

Call Display with Name Display
Enhanced Voicemail
125 text messages
WhoCalled
Mobile Backup


the above would cover everything i would need. however i don't at all like the idea of spending the $56 plus the other junk.

i hate dealing with the customer service department [of anything] and i am trying to educate myself on what i can expect to deal down to. i've got no problem signing for a 36 month term if the price goes down to something in the $40's all in [tax/saf/911] is that something reasonable for me to expect or am i dreaming too large?

[still reading other posts too to see what others are managing to get]
 
i always wondered, can the CSR in account changes dept or whichever give discounts and credits too, or do i have to speak to CSR in Retention Dept only?
 
No account changes dept CAN give credits but NOT discounts.
and to give credits they have to have a VALID reason to do so.
Only retention can give "good will" credits, discounts and stuff like that.
 
Hey, sorry to bump, but I just discovered this thread.
So I am in grade 12, graduating this year. I am attending a university next semester going into a pretty heavy course for a duration of 5 years (yay....)
Anyways, I just got an iphone 3G in january 2009, the 3rd to be exact. I have the $25 Student MY5 + the $30 iphone VP. In total I am being billed $71.43 or something around that a month.
I am having a problem with the billing, though, too. I ported my number from bell, but I believe Rogers labeled it as a Ottawa number. I currently live 50 minutes away from ottawa and that isn't my local calling area. My last bill was $221.94 as ALL my incoming calls were labeled as long distance, even though none of them were. I called rogers and they credited it, but its probably going to happen again.
Anyways, my main problem is I have no long distance minutes. Since I am going away to university, I want a lot of them as I will need them to keep in contact with all my friends and family. My iphone is going to be my primary phone.

Does anyone think if I called into retentions, would I get some type of deal? I am going to tell them that I am a student, graduating soon, moving very far from home. I am going to add a small white lie, though, that my father used to pay my phone bill, but he got laid off and now I am fully responsible for paying my $70+ a month. I will say that is fine right now as I can handle school and a part time job, but will be more difficult being in university, having a part time job, paying for all the stuff I need like food, and other various things, PLUS a huge phone bill. Not to mention no long distance.

I am going to either say I don't think I will be able to pay that every month while in uni, and I need to find some type of cheaper plan with long distance minutes. OR just tell them I need some type of long distance plan.

I am hoping for something like the $5/1000LD mins, and maybe getting my $30 iphone VP cut in half? That would be still be $45 + saf and taxes. But I can't ask for much more.

Does anyone think this could happen? Should I wait longer, maybe so I am in contract for 5 months or so?
 
Retention will NOT deal with you until youre at least 6 months (heard the policy might have changed / change to 9 months) into your contract. Period.
But what you are asking for is definitely reasonable. Not sure they would allow it for a new customer.
 
Hey there, I'm so sorry to bother you.
but I read your article on the Rogers retention Dept.?
and I'm just really stuck.

I use to be on the MY5 Canada wide plan + 15 Value pack
so it came out to around 70 bucks a month.
I thought it really expensive so I combined my brother and my dad's account together and made a Family Plan. I also canceled my 15$ Value pack.

This is like where everything gone wrong. First hey charged me $100 for the cancellation of the VALUE pack even tho its NOT on a contract!! Then they LIE to me on the phone and said it WAS on a contract ( I found out after I called them this afternoon that it was not written in my file that the value pack was on contract)

So I'm just really stuck.. I do NOT want to pay that $100. and it is illegal for them to make me pay that... I don't know who to talk to no one would help me at the Rogers Call Center!


P.S. I have the MY5 Canada Wide Family pack and for the 3 of us the bill comes out to $170 I'm trying to get that lowered =(
I've never been so disappointed in rogers but they are doing NOTHING to help me!!

On top of this I've been with Rogers for a year (w/ my plan now) and I was with them for 3 years before this one!! =( =(
 
Hi Juicy....I would call the main number and when asked how they can direct your call, say cancel...this should get you to retentions. (ask the person your directed to). Explain your exasperation with the service you have received to date and your intention to cancel your service.... remain calm while speaking with them and "be nice" (just because).

Make sure youve taken the time to jot down the main points of contention so you dont miss anything, and ensure that you make it clear that you feel youve been dealt with unfairly.

Stick to your guns with regards to the value package not being under contract, and ask for documentation if necessary, (including speaking to a supervisor in a worst case scenario) I shouldnt think there will be a great problem in having the charge reversed or credited.

That being said... at the end of the day you are bound by whatever term you signed up for unless your willing to pay the cancelation fee. (up to $400.00 max per line I believe) That is why the "be nice just because" part is in there.....

generally speaking they are not to bad to deal with if you are nice to them but be firm.

Easy for me to say right!.... just my two cents worth.....
 
I have the following plan with Rogers:

200 unlimited minutes $18.00
free vm
free cid
unlimited weekends
unlimited evenings

early evenings $5.00

data pack $23.35
500mb
unlimited text messaging
unlimited picture messaging

Do you feel this is a good plan or could I do better. I am thinking of upgrading to the new iphone, or the 8900. Do you think I should get more data for the iphone and how should I ask retention?

Thanks for your help,
 
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