我和Rogers得战斗进行时。。。更新中

无涤冷雪 · 发表于 2007-12-11 20:38

写这个是想跟大家分享下我和通讯服务公司打交道得过程，希望没有经验得同学们可以通过我的事件得到一些提醒和TIPS。我现在工作得公司是为ROGERS和其他服务商提供一些服务，所以也有机会接触到一些事。在说我自己得事情得时候也会说说跟服务商打交道得一些注意事项。大家有什么问题也可以问，我如果知道会解答。

从昨天说起。

12月10日，下午6点10分我在Atwater 地铁站上得那个MALL 2楼得ROGERS柜台
想张SIM卡和2张100得充值卡。一黑人SALES先跟我说系统DOWN掉了，不能卖给我。
然后我说我工作就跟ROGERS有关，怎么系统DOWN了？！（小声说一句，平时我们用得系统是有问题，但是不是销售系统。销售系统如果总出问题他们还怎么做生意，我就没信）。
也许是听了我这么说，他就扭头看了眼笔记本电脑，跟我说系统又可以用了。。。我当时只是觉得很莫名其妙。

然后他先收了钱，给我拿了卡，然后把该订得都用订书机订在了一起，然后就扭头不理我了。我说哎你怎么没有把我银行卡得收据给我啊？！他就嘻哈说他忘记了，一般他都是把所有得东西订在一起得。这个时候我又起了问号。

我问他怎么不把我得新SIM卡激活下，他说他不给我激活，我回去打电话very very short time就能激活好。我又要求，他还这么说，那我想估计是因为他只是个柜台不是店可能给得权限不同拔。就回家了。

晚上8点多到家，就给ROGERS激活部门打电话激活SIM卡，那闺女说我得这张SIM卡已经被激活了，有另外一个人正在使用中。。。我一听就楞了，然后那姑娘说叫我明天去换一张。然后就把我激活了一半得帐号给我了，说下次激活得时候直接报这个帐号就可以。我可火了，而且也觉得不可思议，那个黑孩子竟然拿了张卖过得卡给我！！

我后来想是不是系统得问题，就自己在网上激活了下，果真是不行。于是打ROGERS得客户服务电话。

一个男得接电话，叫ALEX，我说我要做一个COMPLAINＮ揖透??擦讼虑榭觯?仕?遣皇荝OGERS得dealer 有等级分别，为什么今天这个人不给我激活，7月份我在我们这里得Dealer店里就给激活了。客服男A解释说如果在ROGERS得dealer那激活卡，要收费25加币。具体为什么我以前得到了免费得服务，他也搞不清楚。我说那那黑销售男只跟我说不能激活，也没有跟我解释。客户男A道歉。我说为什么他先charge了我得钱然后再拿了卡给我，我说平时买东西哪次不是先给货拿出来再给钱，以前再另一个ROGERS店就这样，为什么这个人要这么做；客户男A解释说因为他要输入付款信息到系统里。客户男A又为黑人销售没有解释道歉。

关于我得已经被激活得SIM卡，他说只能明天我自己去换张卡，我说我don't trust them anymore, is there any other way。客服男A说不行，我说万一出状况呢，他说就叫他们头儿，或者打ROGERS得客服电话他们跟DEALER谈。我说行，我说这个可是诈骗，我有可能会打电话叫警察如果不能解决。客服男A说他还没有听过谁有困难换卡。然后又因为我得帐户没有完全激活，不能在我帐户里留记录，他说他会填写一个COMPLAIN得表格。客服男A很礼貌，一直道歉。

待续。。。

52633 · 发表于 2008-2-18 22:19

有一些老外真的是坏透了，根本不值得信任！！！没想到大公司的服务也这样///

w. island · 发表于 2008-2-5 15:22

They will help you with complaint. When experienced difficulties with Rogers, I transfered to Bell. good luck!

aurora! · 发表于 2008-1-31 20:40

Rogers: The price for Call Display will be changing to $7 as of February 5, 2008. The price change will affect customers who already subscribe to Call Display on March 4.
:mad:

无涤冷雪 · 发表于 2008-1-31 19:36

给大家做个小通知：

各个手机服务商都涨价了

2月初开始，call display 好像涨到9刀了

然后国际短信从0.20一条涨到了0.25一条
在国外发短信也涨价了

还有411也涨价了

大家注意查看自己得服务商得通知

无涤冷雪 · 发表于 2008-1-30 20:07

Post by littlebear01
; u% N- g- L( B3 X9 k- C what i'm saying with all this is that big companies like rogers and bell don't really care about losing 1-2 clients. they could easily make incredible offers to attract new people and they still can monopolize the market.

对，所以我才要转FIDO。。

FIDO有个部门专门处理客户投诉，他们得客户关系部门，客服如果能留住一个客户，是有提成得。。那些人都是客服中挑选得精英转过去得。。

hy_nathalie · 发表于 2008-1-30 14:56

我家一直用rogers的手机，感觉很好呀，我2月要回国，打电话给他们，rogers 给我免了50元月租费，很开心。
请大家无论任何事找rogers,买手机，更改服务，都打中文服务电话18008289828，很方便，态度也很好，你的合理要求都可以满足，我已经申请把家庭电话bell改成rogers,理由很简单，bell 没有中文服务，所以我不用，希望大家购物时，多多使用中文，不仅自己方便，也可以为同胞多增加工作机会。

estele · 发表于 2008-1-30 14:48

Post by 无涤冷雪
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这个是我原版得投诉信，当时急忙写得也没好好琢磨，觉得可能不够严重吧。不过发过来给需要得同学一个参考，用得时候把发生得XXXXX事自己写下就行，大概格式就这样。

谢谢

littlebear01 · 发表于 2008-1-29 21:52

I seriously don't think Rogers the company would take this kind of threat into consideration. after all, the whole issue was originated at and with a dealer who is like a franchisee of the company and they do business the way they want as long as they make money out of it. I have this friend who had a great deal of problems with his sympatico internet and everytime he called for technical support they said someone was gonna show up right the next day to fix everything and they never came. so after XX attempts, he called and made an ultimatum, saying to them that if he still can't go on the internet for the next 3 days (let's say), he will switch to videotron. and you know what bell did? they cutted off his internet service that same day without any delay. He had to wait an entire week before subscribing to videotron. what i'm saying with all this is that big companies like rogers and bell don't really care about losing 1-2 clients. they could easily make incredible offers to attract new people and they still can monopolize the market.

无涤冷雪 · 发表于 2008-1-29 20:46

Dear Sir or Madam

My name is XXXX, and I am a long-time customer of Rogers. I had used Rogers wireless phone service for 2 years from 2003-2005 before I left Canada and now I am back in Canada and I decided to get back to Rogers wireless again. Until recently I had been happy with the network quality, the customer service at Rogers dealer store and phone. Sadly, the events of this week have demonstrated that I had merely been very lucky until now and I am considering canceling Rogers service for my family an myself. I never thought I would find myself as angry, frustrated, and disappointed in Rogers wireless dealer customer service as I am now.

On Monday, December 10, 2007 6pm, I bought a SIM card and 2 100$ pay as you go cards at Rogers dealer shop Pelion Distribution LTEE.. (1500 Atwater Main-Floor, Montreal, QC, H3Z 1X5). Representative Nicolas Cadet provided the cards. He refused to activate my SIM card or give any explanation as to why he could not do it. He just told me to call Rogers from home and it would be quickly taken care of. Also I had to make a point of asking for a receipt, as it was not offered to me after payment.

I called Rogers customer service to activate my phone around 8pm that same night. The customer service representative told me the SIM card I bought had already been activated by another user, and I had to go back to the same store to get a new SIM card.

On Tuesday, December 11, 2007 9am, I went back to the same store to replace the SIM card on my way to work. Though Telus (next door) and all the other stores in the mall were open at 9am, I had to wait until 10am before a girl showed up at Rogers to open shop. I informed her that the SIM card I bought the previous day had already been activated. She asked me if I had the old card with me. I said yes and put the card on the counter. She took the old card and literally *threw* me a new SIM card red book across the counter from 3 meters away.

I asked her to activate this SIM card, as I wanted to know if this card was also already activated or not. She told me that I would have to pay a $25 charge if she activated the REPLACEMENT Sim card. I told her that I was concerned that I might have a repeat of the previous days events and end up with a invalid card, and that I had already lost several hours time, pay and hassle to resolve a mistake made by an employee of that very store. Her response? "That's YOUR problem..." she then pointed to a public phone and added "you can call Rogers there."

In my opinion this store deliberatly attempted to committ fraud. I paid for a new card but I got a used one. I assumed that if I went back to a Rogers store, that like ANY OTHER STORE I would get an apology, a replacement and polite service. But what did I get? No explanation, No apology. Only rudeness. Why was I treated like this?! Do I not deserve good service for my hard earned money?

I have never been spoken to in this way by a Rogers employee -- or by any employee of a service-providing company in any country. I am shocked and very angry because the rude service you provided. If Rogers doesn't consider this type of disgusting sales behavior a SERIOUS ISSUE, I will have all my family leave Rogers to somewhere else.

I am waiting for an good explanation why I got a used SIM card. And I want an apology letter from the store manager and a SINCERE apology from the girl who was working on Dec. 11, 07 to resolve this problem.

I look forward to hearing from you and to a resolution of this situation. I will wait for 4 days before arranging for the matter to be corrected. Please contact me at the above address or by phone.

I hope you will look into this and don't let the same thing happen to any of your valued customers any more, because I absolutely understand how infuriating it is.

Yours sincerely

这个是我原版得投诉信，当时急忙写得也没好好琢磨，觉得可能不够严重吧。不过发过来给需要得同学一个参考，用得时候把发生得XXXXX事自己写下就行，大概格式就这样。

我和Rogers得战斗进行时。。。更新中

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