A rare example of great customer service

I received this in an e-mail today, coincidentally with the arrival of an unexpected DVD...


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Rogers--the saga ends

In the interest of not boring you to death, I'll write the Readers Digest version of this personal story. I wrote the previous sentence before having written the story. Let me apologize ahead of time for the length of this sordid tale.

Last year, bugs in the log-in process for my cable TV provider's website prevented me from getting in to view my account. I used to log in monthly to make sure I knew the right amount to pay since I had signed up for paperless billing. At the time, I felt I did the right thing for the environment, myself and Rogers Cable.

Anyway, I called them up to report the problem and they assured me they would fix it and that I should try it again in 30 minutes...which I did...and which they didn't. Various permutations of this scenario repeated itself from every few days to every few weeks between myself and a different customer service rep for the next three months or so.

On my next call I angrily told the agent that I was tired of repeating my story without results and demanded to speak to a manager. Rather than apologizing to me, the agent instead raised his voice to me saying that if I wanted him to help me, I need to tell him what the issue was. I told him again that I wanted to speak to his manager. He gave me an ultimatum:"Do you want my help or not?" I was equally adamant in my demand: "I want to speak to your manager". The next thing I know, the phone went dead. The S-O-B actually had the gall to hang up on me.

I sat there incredulous for a few minutes collecting my thoughts. I vowed then that I would terminate my service with this company--a company I had given my business to for some 25 years. Unfortunately, since then, I have been unable to find a suitable replacement. However...

Recently, I was talking to someone I know who works at Rogers who told me that it is well known within the company that their customer service leaves a lot to be desired. He gave me the name and e-mail address of someone newly appointed to deal with dissatisfied customers. I immediately sent out an e-mail and basically relayed my disgust about how I was treated and that I intend to terminate my TV service because of it.

That was last Thursday. Late this afternoon (Tuesday), there was still no response. I phoned Rogers to follow through on my promise. Of course, I was asked why I decided to cancel. I said "Frankly, your customer service sucks". At his urging, I repeated one last time the sordid story. He genuinely seemed appalled.

He proceeded to profusely alternate between apologizing and making offerings of discounts and free hardware. I refused his "trinkets" and told him that if others in his company that I had dealt with were as cordial and understanding of the value of a good and loyal customer, neither his company nor I would find ourselves in the current situation.

The kicker, and the word is very appropriate since it really is Rogers last kick at me, is that their policy is that the service is not terminated for 30 days from the date of cancellation. As mind-boggling as it seems to me that they can get away with such a ludicrous thing, I didn't even bother to argue the point.

Sooo, I will be sans TV service one month from now. I'm sure I will miss it--after all, I've been an addict since I was a small child. But, like going cold turkey on any addiction, the pain will ease over time, and I expect a full recovery. And I wish nothing but the...worst for the longtime supplier of my "fix".

Goodbye and good riddance to bad rubbish.

Customer service adventure

Thank you for visiting our Member Services Area.
A customer service representative will be with you soon.
Welcome to live help, my name's Bob, how may I help you?

Bob: Hello
Bob: how can I help you?
Vince: hi
Vince: I got an e-mail from TigerGaming about the account switch...
Vince: It said that as a former PokerInCanada member, I would be given a $15 bonus as soon as I made my first deposit...
Vince: It never came.
Bob: have you already made your deposit?
Vince: yes
Bob: May I have your sign in name and email address please?
Vince: I entered it before the chat started.
Bob: if you want me to assist you, I need your info
Bob: May I have your sign in name and email address please?
Vince: xxx
Vince: xxx@xxx
Bob: when did you make the deposit?
Vince: About 20 mins ago.
Bob: one moment please while I check your account
Vince: Why ask for the info twice? If you want to be snarky, you can say good-bye to the business that I've been giving you for years.
Bob: sir some people put in wrong information. we need to verify it.
Bob: do you still want me to assist you?
Vince: I should think so. You owe me some money.
You must make a lot of people angry.: You should get your chat software fixed. It seems to have switched my name with the last sentence I typed.
You must make a lot of people angry.: Here's a suggestion...
You must make a lot of people angry.: Check the original information the user enters and if it's wrong, ask again.
Bob: the money has been added to your account
You must make a lot of people angry.: Thank-you.
You must make a lot of people angry.: Have a nice day.

Rogers update #5

Another week and another non-e-mail from Rogers. I think I've been patient enough. I just sent the following to Rogers in regard to their last e-mail that said the issue was handed off to another department and I was assured someone would contact me:

Tell them not to bother. I have my answer. Not only does Rogers have no scruples, stooping to tricking people into viewing their ads, its customer service stinks. I'll be passing along the message to as many people as I can all over the web, on message boards, through e-mail, blogs, etc. As soon as I find a suitable replacement, I'll also be terminating my Rogers account.

Have a good day, sir.