Rogers does it again

Well, I don't know why I'm surprised. Or am I surprised? Or simply beaten down by the constant disappointment that is Rogers.

On Monday I phoned into Rogers to upgrade my plan. That's right, add money to my plan. I needed long distance adding and I constantly go over on my "day time" (anything before 9PM -seriously Rogers day time?) minutes. Well after the not so helpful CSR added these things to my account she nicely deleted my data plan at the same time. So from about noon on Monday I had no email. This was wonderful considering I was in Mississauga on business awaiting several critical emails that needed actioning immediately. So, when I had time later that afternoon, while driving back to London from Mississauga, I call Rogers back. I asked if they maybe did something while they updated my plan. Yes, of course they deleted my plan. So the new CSR added it back. Or so I thought.

The next morning I go into work and call our helpdesk. They have to reactive me in our system so my email starts pushing through to my phone. Well the helpdesk can't seem to get me back onto our system. No idea what's wrong! So after spending about an hour on the phone with them trying to work it out, then another hour later in the day, our helpdesk guy says I'm going to look into this further. So we have to open an internal ticket and get more people involved. It is now Thursday, no email for 3 full days, my helpdesk has been working on it and now has talked to RIM. RIM of course comes back and says it's Rogers fault. I get an email tonight from my helpdesk, please call Rogers, they have not set you up properly it seems.

So now, I have been on hold for the better part of 43 minutes and 31 seconds while they try and fix all the problems they created. And why? Because 2 CSRs on Monday were careless with what they were doing.

I may sound harsh, but I work in customer service and I am blown away by the level of crazy at Rogers. I just wish Rogers would understand the time and money wasted this week for me not having email, my helpdesk working on fixing a problem that isn't ours, and the time spent trouble-shooting all week for me, my helpdesk, RIM and the Rogers people.

The beauty of this is that when I eventually get off the phone tonight with Rogers, (I'm back on hold after being told part of my plan that was deleted is now not available and I have choose something else - priceless) I will be no further ahead. I will have been offered nothing for my time or money and all of it is in vain because they don't care and I'll never get my time back (or the money I will now have to invest in an anger management program)

sigh, Boy I hope the Rogers Customer Service People read this blog entry like they did my last one. Can't wait what they would have to say about this one. Just try, I dare you!