Dear Sir or Madam
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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.
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! f% h+ |6 b( W0 P+ a) `: gOn 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.* q: l/ b5 b V( X8 v& _1 V1 n
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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.
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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.
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4 \5 [+ } v6 x; R1 W6 l% V+ qI 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 $25 charge if she activated the REPLACEMENT Sim card. I told her that I was concerned that I might have a repeat of the previous days events and end up with a invalid card, and that I had already lost several hours time, pay and hassle to resolve a mistake made by an employee of that very store. Her response? "That's YOUR problem..." she then pointed to a public phone and added "you can call Rogers there."( V5 Q% m. i! ~; r3 H
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_' f. Y9 g5 o4 m& e: z, kIn my opinion this store deliberatly attempted to committ fraud. I paid for a new card but I got a used one. I assumed that if I went back to a Rogers store, that like ANY OTHER STORE I would get an apology, a replacement and polite service. But what did I get? No explanation, No apology. Only rudeness. Why was I treated like this?! Do I not deserve good service for my hard earned money?, a" C8 O, S3 |$ m3 s( d. }
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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.
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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.
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1 c. `0 ^9 W# O$ M1 FI 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.0 _3 d! | A9 j' u6 o8 c) |
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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.
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( s2 x' `6 d- o9 h# j8 e/ `0 p& K! RYours sincerely
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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。 |
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