Rogers doesn't care about customer loyalty

2:21 PM  Connecting...

2:21 PM  Connected. One of our Rogers specialists will be with you shortly. Please standby, you will receive an alert when we're available to help.

2:22 PM  Support session established with Ligia.

2:22 PM

Ligia:

Hello, you’ve reached Ligia, at Rogers Live chat, how may I help you?

2:22 PM

Ligia:

Good afternoon Nikki. I hope that you are having a good day today so far.

2:22 PM

Nikki Wills:

I was connected to Scott in customer relations and our session got disconnected

2:23 PM

Ligia:

Oh I am sorry to hear that let me bring up your account and then promptly get you back there.

2:23 PM

Ligia:

In order to access your account, I will require some information from you. Please click on the following secure link to enter your personal information. You will notice I requested a four digit PIN. If you do not have one associated to your account, please leave this field blank.

2:23 PM

Nikki Wills:

ok

2:23 PM  Ligia has sent a link:

2:23 PM

Nikki Wills:

thank you

2:24 PM

Ligia:

Thank you for your information, please allow me 1-3 minutes while I bring your account up. While I'm doing this is there anything else i can help you with?

2:24 PM

Nikki Wills:

No just need to be reconnected please

2:26 PM

Ligia:

No worries I will get you to them in priority sequence just to make sure I transfer you correctly, it was about canceling your Home Phone correct?

2:27 PM

Nikki Wills:

yes

2:27 PM

Nikki Wills:

thank you

2:28 PM

Ligia:

Have a great day, Nikki.

2:28 PM  Transferring session to another representative...

2:32 PM  Support session established with Diane.

2:32 PM

Diane:

Hi, you’ve reached Diane from Rogers Customers Relations office. In order to assist you, it will just take 3-5 minutes to bring up your account and review the notes. Please note for your records, our session ID:
201012400

2:32 PM

Nikki Wills:

thank you

2:34 PM

Diane:

I am sorry to hear that your chat got disconnected. How may I assist you ?

2:35 PM

Nikki Wills:

No worries.

2:35 PM

Nikki Wills:

We do not use our home phone. We have wireless, cable tv and internet as well. We wish to add a 2nd mobile line and cancel our home phone. can we do so without penalty?

2:36 PM

Diane:

I can certainly verify that for you. Could you please allow me 2 to 5 minutes to review your account?

2:36 PM

Nikki Wills:

ok

2:37 PM

Nikki Wills:

I can tell you right now that I have a contract until June 2014

2:38 PM

Diane:

Okay, I would like to verify if the contract that you are currently on is only for home phone, in some case you may loose a discount if you cancel one of the service.

2:39 PM

Nikki Wills:

I would rather lose a discount than keep and pay for a service I don't use.

2:40 PM

Nikki Wills:

The discount doesn't save me any money if the service is a waste

2:40 PM

Diane:

I understand, allow me 2 to 5 minutes please.

2:46 PM

Diane:

I am still working on your account, it seems that you need to keep all the 3 services if not there will be a cancellation fee. Let me verify one more information with a colleague and I will get back to you. Sorry for the long wait.

2:46 PM

Nikki Wills:

Thank-you

2:46 PM  Connecting...

2:46 PM  Connected. One of our Rogers specialists will be with you shortly. Please standby, you will receive an alert when we're available to help.

2:52 PM  Support session established with Diane.

2:53 PM

Diane:

I thought we got disconnected.

2:53 PM

Nikki Wills:

I did too

2:55 PM

Diane:

I verified your account and if you cancel the home phone, the full cancellation will be applied. What I am able to do if you activate the wireless with Rogers, I can credit you back $100 on the early cancellation fee of $380

2:56 PM

Nikki Wills:

That is ridiculous

2:56 PM

Nikki Wills:

So I would be signing a new wireless contract that would guarantee Rogers thousands of dollars but Rogers can't waive the full cancellation fee?

2:57 PM

Nikki Wills:

That makes zero sense

2:57 PM

Nikki Wills:

I am not cancelling my services, I am asking to essentially sub in a different service.

2:57 PM

Diane:

I am sorry about that but the discount that you accepted was given to you because you accepted to keep cable, internet and home phone.

2:58 PM

Nikki Wills:

The discount was given as an apology because they WOULDN'T cancel the home phone

2:59 PM

Nikki Wills:

So instead of waiving it for us, Rogers would rather see us take the 2nd line elsewhere? Because that is what will happen.

3:01 PM

Diane:

It's not that we want you to take a 2nd line with a different provide , the issue is that I am not able to waive the full cancellation fee. Now if you want, I will take a 2nd opinion and see if there is anything that I may missing.

3:02 PM

Nikki Wills:

I would like that because if it isn't waived we will take the 2nd line elsewhere and when our first line comes up for renewal we will move it as well

3:02 PM

Nikki Wills:

and possibly our other services along with it

3:03 PM

Nikki Wills:

When a company is good to me I am very loyal. When they treat me like a dollar sign instead of the reason they are in business, I leave and take my services to someone who will.

3:04 PM

Diane:

I understand that.

3:07 PM

Nikki Wills:

I have been on chat for over an hour and still have no resolution for my issue.

3:08 PM

Nikki Wills:

between this session and another that was disconnected

3:08 PM

Diane:

Thank you very much for holding, I verified to see if there is anything that can be done but unfortunately I cannot go over $100 credit if you activate the wireless.

3:09 PM

Nikki Wills:

Well then clearly I can see our business is not THAT valued by Rogers.

3:09 PM

Nikki Wills:

I guess Rogers has forgotten that without customers they would go out of business.

3:09 PM

Diane:

I am sorry about that.

3:10 PM

Nikki Wills:

clearly you aren't

3:10 PM

Nikki Wills:

or you would make it right

3:10 PM

Nikki Wills:

that's fine. we will begin the gradual move to a different company/carrier for all of our products I guess.

3:12 PM

Diane:

I am sorry you feel that way.

3:12 PM

Nikki Wills:

I will also be copying and pasting this chat and sharing it with as many people as I possibly can

3:12 PM

Nikki Wills:

I'm sorry Rogers feels their customers are disposable

3:14 PM

Diane:

I am really sorry, is there anything else I can assist you with?

3:15 PM

Nikki Wills:

you didn't really assist me to begin with, now did you?

3:16 PM

Diane:

I am sorry that I was not able to give you the answer that you expected, I explained to you what I am willing to offer you and I am sorry if its not enough.

3:17 PM

Nikki Wills:

It isn't and I am currently uploading this conversation to FB, Twitter, my blog and my local paper.