June 5 2008 by Ellen Roseman
When I first waded into this debate, I thought Rogers was the clear winner. Now I’m not so sure.
Bell still isn’t great at resolving problems on the first call. But the executive team handling escalated complaints is very efficient. Kevin Crull allows his email address to be published and answers emails. He’s accountable.
Rogers is hard to reach. The guy at the top, Ted Rogers, doesn’t respond quickly to letters addressed to him. There’s no easy way to escalate your complaints, even if they’re urgent.
Hardly a day goes by when I don’t hear from someone about Bell or Rogers. But the pain level is higher in the Rogers complaints. People are suffering from bad advice and stupid mistakes.
For example, you give specific instructions to Rogers to disconnect your phone and Internet on the day you plan to move. But Rogers disconnects these services three or four days early, leaving you vulnerable.
VK, a reader, sent me her story of how she found Bell easier to deal with than Rogers.
I separated from my partner some months ago. He moved, but neglected to change the Rogers service. I made several attempts to explain this to Rogers, asking that the account be changed to my name. I was told this was impossible because of privacy concerns.
Since I planned to move, I kept the services and continued to pay the bills. Two weeks ago, I called to arrange a transfer of service to my new address. Same story, but I was told I could cancel service and put in a new order, with no connection charges. I agreed, on the condition that I be assigned a 416 phone number, as part of my internet, cable, phone package.
No problem, said the rep, but his computer was about to crash and he’d call me in 30 minutes with the new phone number. Six hours later, I called back. I was told there were no more 416 numbers, too bad, and the rep shouldn’t have told me I could have one.
More than a week and several calls later, I decided to try Bell. Not only did I get a real person, no “hold please” only to be forgotten or cut off, but I got a 416 number, as well as a much better package of internet and TV services. I can ignore the beavers for this!
Bell called twice to check that their installation date was workable, even arranged to come sooner, so I could have real email again.
It took over a week to cancel the Rogers order. When I said why I was calling, I had to be transferred to someone else and the line went dead or I was on hold for more than 15 minutes.
I had two annoying automated calls reminding me about installation, and today I finally got through to a person, but she could only cancel my phone order. I had to be turned over to yet another person, who said he’d try to cancel my internet, but I shouldn’t have waited so long.
I’m back with Bell. They can’t be more frustrating than Rogers!
Who’s better? Who’s worse? Are they equally annoying? Opinions, please.