| rev:text
| - Dear Nadir Mohamed (CEO),
The company that you preside over Rogers Communications, specifically the wireless division has a long way to go in terms of your business practices and service.
I'm an avid investor in the stock market, your last quarterly numbers indicated that customers in the wireless division are leaving in droves to competitors like Tek Savvy, Acanac and others hence your current 50% promotion to new customers.
Here is an example of why customers leave in droves.
I have been a customer of Roger's high speed internet services for years. Year after year you add hidden charges without notifying your client's i.e modem charges increasing every year when in the beginning you never charged anything.
So I called in to your retention team indicating I was leaving for Tek Savvy ($24.95/month ( a lot cheaper), same speed, unlimited downloads and a rent to own modem program) unless I got a better deal as a loyal client. Your phone representative said he couldn't do anything since I technically wasn't a new client. So essentially you treat loyal customers like garbage, you should know that it cost more to attract new clients than retain existing clients. Eventually we figured out that we could set up a new account but a new cable would need to be installed with a new rate of 50% for the first year.
So a technician sets up the new cable and a new account is set up with a new modem. I return the old modem to a local Roger's store a few days later to cancel the old account. A technician comes to my house later that day and disables the internet service (old and new account), phone connection and television connection in error. I called Roger's to have the technician to come back right away. He comes back and reconnects everything but the internet service saying, someone else would have to come back to do the reconnection. I argued with him and finally his supervisor came and agreed that they would reconnect the new internet service they cut in error. No accountability for your errors, stupidity at it's worse.
A week later I get a bill asking for $39.95 for the work that the technician completed which he was at fault for. I called customer service and asked them if they were serious about sending that bill. The phone representative indicated that this was the process in place and customers needed to call to have this corrected. After an ongoing dispute running about 5 mins of how ridiculous this process was, I gave up and hung up.
Eventually everything got resolved. The 1 star you got was for the internet connection running with minimal disruptions but in about 1 years time, you will be losing another customer.
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