| rev:text
| - Easily one of the worst customer service experiences I've ever had.
Avitania and I just moved here from Seattle, and I arranged to have internet and cable installed prior to our arrival.
I'm going to do my best to stop uttering "back in the states..." since I'm sure it will annoy the fuck out of everyone here. Wherever you go things are going to be different and I'm working on accepting that.
Having said that, dealing with Rogers reminds me of the early days at Roadrunner Cable. In the mid to late 90s it wasn't unheard of to wait 4 or 5 days for a tech, or to have a really intermittent connection.
Since this is 2010 and not 1995 I am fucking PISSED.
We arrived to find we had no cable or internet. Evidently the tech had gone to the incorrect address because my rep had left off the first digit of my apartment!
After breaking my back for three days at the local coffee shop, a technician arrived. He was all business and very efficient, however he brought three cable boxes instead of two. Not only did he argue that we had, indeed, ordered THREE boxes (even though we only have two TVs), he maintained that he had to follow instructions and install it as well.
The internet worked right away and he left without so much as a goodbye, missing out on the $20 tip I had in my pocket for him.
The very next day our connection became possessed by an evil poltergeist. 20 Megs down became 2 Megs, along with horrible packet loss and periods of disconnection.
An earlier call into Rogers had revealed that in addition to getting our apartment number incorrect, they misspelled the account name (Wife's name) as well. I was told I had to visit a Rogers store in person to correct those errors, which really wasn't a huge deal since I had to return the extra cable box anyway.
When I arrived at the store, I showed them my US-based drivers license and was told "Whoa. Now THAT is going to be a problem." It turned out to not be an issue, however I was told that my wife would actually have to come down since it was her name on the account. After giving them what I believed to be an appropriate amount of shit, they agreed they would allow her to phone in instead.
I got back to the house and called Rogers. I manage to speak with Derrick who claims that the account number I'm giving him is incorrect even though it says "ACCOUNT NO." on the Rogers receipt in my hand. With all the excitement and charisma of a toll-booth operator, he finally manages to pull up my account. I handed the phone to my wife and 30 MINUTES later we had a correct account name and apartment number.
Before the call was over she confired that a tech was coming between 2-5pm that day to fix our connection problems. "Oh yes, that's today from 2-5pm. We'll see you then."
SO about 5:33 rolls around and I call. "Yes, we're all scheduled for Tuesday the 13th." "What?? That's 5 days from now! Are you f'ing serious?"
At this point I'm assuming that Derrick hates his life and has decided to try to give ME a taste of what it's like to be him. Derrick must have changed the appointment - what else could it have been?
After some bitching, I was told that a tech would be out 2 days from then - just slightly better than 5 days. FIVE DAYS? REALLY? (I SO want to say.... "back in the states..." but I won't... heh.)
Two days later the tech finally comes and I'm really excited to have an internet connection again. The movers finally arrive with our stuff, so while I'm busy unloading my wife is in the apartment with the tech. According to her, the tech swapped a cable tested the line, called it good and left without running a speedtest.
I walked into the apartment and went to speedtest.net to find that our speed had gone from 2.0Mbs down to .32mbs. Yes, from suck to blow.
I called Rogers again and was told to install some remote control/Chat software and submit my request via internet. Next I spent 1 hour and 45 minutes chatting with a low level tech who insisted on checking every setting on my computer, even though there was no possible way that could be the issue. Why? I was seeing the same speeds on my laptop.
In addition he insisted I run the rogers.com/speedcheck versus speedtest.net. Of course it's going to be faster directly to Rogers - that is not a valid test. Luckily it still came up quite short (5mb/s) and he finally agreed to send another technician out.
Sylvain told me that Rogers would call me to set up the appointment. I waited a day and they never called, so I rang them again. The earliest appointment was another 6 days out.
Do you people really put up with this shit?
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