sbrook
Premium,Mod
join:2001-12-14
H0H 0H0
 ·Rogers Hi-Speed
Host:
Rogers
Bell Canada
| OK, Enough of the Rants - What you CAN DO!
Lots of people have ranted and anti-ranted (strange how the anti-rants look just like rants) and now nobody is bringing anything new to the table and there's no way that ranting in here is going to achieve anything apart from antagonize anyone with opinions that vary from that of another poster.
SO ...
Here's what you *CAN* do ...
1) Quit Rogers ... if you do, make sure that you do item #2 or else the reason for your departure is going to get lost in customer service.
2) Write to "The Office of the President" ... see the sticky note "How to Complain" »How to Complain to Rogers whether you are simply going to complain or explain the reason for your quitting. (When you write, DO NOT RANT. You have a few seconds to stop your complaint from finding the garbage can and get some actual attention) Be concise and Direct.
3) Write to "The Ontario Ministry of Consumer and Business Services" or use their online form at »www.cbs.gov.on.ca/compform/engli···aint.asp
4) Write to the Federal Department of Industry (the overseer of the CRTC who are currently NOT responsible for ISPs) and indicate that the LACK of regulation allows the residential ISPs to run rough shod over the consumer all under the terms of their end user agreements.
5) Write to the Media ... Tyler Hamilton at the Toronto Star, Jack Kapica at the Globe and Mail, and the technology editors of your local papers. Try also the consumer programs on TV and in your papers. Again, it is a good idea to point out not just the current issues, but also the fact that the lack of regulation allows ISPs to run rough shod over the consumer.
Those are things every one of us can do that may be productive in the end in some manner. |
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LaZ3R
Premium
join:2003-01-17
Waterloo, ON
clubs:
·Rogers Hi-Speed
| It's no use sbrook  :(... Rogers doesn't give a crap about us. Except our money off course to fund their piece of crap services which include... EVERYTHING?
9.99999999999999999/10 times, writing a letter to someone ends up in the garbage like you said whether it is indeed a rant or not. Unless it's a "I LOVE YOUR SERVICE AND EVERYONE WHO WORKS OVER AT YOUR COOL PLACE," They really don't care I guess.
Charge us extra money each time around whether it be $2 extra per month or more, and what do we get in return? Oh, that's right, the reduction of services available (Usenet being the latest) and offer unreliable speeds more than half the time.
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Life is a game of blackjack. You keep playing until you bust. |
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sbrook
Premium,Mod
join:2001-12-14
H0H 0H0
·Rogers Hi-Speed
Host:
Rogers
Bell Canada
| Maybe not, but that's why I gave a LIST of things you can do. They may not solve the immediate problems ... but after so many things Rogers have done under the guise of improving our internet experience, it's time the regulators gave consumers some protection. |
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Newfie
join:2001-05-08
St John'S, NL | reply to sbrook
The formal complaints address works a lot. Trust me. |
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sbrook
Premium,Mod
join:2001-12-14
H0H 0H0
·Rogers Hi-Speed
Host:
Rogers
Bell Canada
| It does work if you can keep your complaint from being flagged as just another ranting customer. Then it won't do a lot.
So, just to add to my earlier comments ... if you write to TOotP, no cursing or swearing, no matter how much you feel like it. It's hard to write a good and effective complaint letter but be sure a good one is WAY more effective than a rant. |
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KyeU
join:2003-12-31
Canada
| reply to Newfie
said by Newfie  :The formal complaints address works a lot. Trust me. "The Ontario Ministry of Consumer and Business Services" or "The Address of the President"?
I would be hesitant to write to the President, as I'm pretty sure all I would receive is "Thank you for sharing your thoughts and for being a valuable Rogers customer." |
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spaterson
Premium
join:2001-09-02
Gloucester, ON
·Rogers Hi-Speed
| said by KyeU :said by Newfie :The formal complaints address works a lot. Trust me. "The Ontario Ministry of Consumer and Business Services" or "The Address of the President"? I would be hesitant to write to the President, as I'm pretty sure all I would receive is "Thank you for sharing your thoughts and for being a valuable Rogers customer." The President will likely get you a phone call. I did and that's what happened. Mind you, they only tried to get a hold of me once and I had to call them back and wait for another call. Didn't do much good though. They tend to just explain that they're improving service and you're getting more than you did before.
Scott |
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dl0711
join:2004-06-27
London, ON
1 edit | reply to sbrook
On Dec 15 everyone call this Number and keep on calling that day. that may get them pissed off
"Office of the President" Phone: 416-935-7777
(when trying to contact the CEO Call the number, Then Ask to speak with the "Office of the President" then they will transfer you to another Switchboard then ask again "Can you please Transfer me to the Office of the President" then you will be transferred to the Office of the President's Sectary).
Phone: 416-935-7777
Fax: 416-935-3599 also Spam there FAX number |
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KyeU
join:2003-12-31
Canada
| reply to spaterson
said by spaterson :They tend to just explain that they're improving service and you're getting more than you did before. Typical... |
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bland
join:2005-11-16
Canada
1 edit | reply to sbrook
Is the "Office of the President" Ted? or some other CEO?
Because I'm not too convinced that the CEO would take his already busy time off and read some random customers' complaints.
I'd be surprised if he did.
CEOs are too busy doing their finance thing rather than caring about their customers...
Edit: They like their shareholders more than customers. |
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dl0711
join:2004-06-27
London, ON
1 edit | its the CEO office.
also if you notice I said that you will be transferred to the Office of the President's Sectary.
Keep calling the number to tie up there Office of the President's phone line that's what I'm trying to say. |
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sbrook
Premium,Mod
join:2001-12-14
H0H 0H0
·Rogers Hi-Speed
Host:
Rogers
Bell Canada
| Tying up the secretary is NOT a smart idea.
When you write to "The Office of the President", your mail is actually forwarded to a group of Rogers execs. Sure, you only get a "how Rogers is trying to improve your internet experience", BUT the difference is that your complaint is *recorded* so that way the execs are forced to take NOTE of the cancellations and complaints, so that way they are then accountable. They are then accountable in front of the other execs.
Complaints to Customer Service or Customer Support don't get anywhere up the management tree and just get lost in the numbers for "Churn". Only abnormally high churn rates are noticed and even then it doesn't carry any weight.
You need to get your complaint Noted. |
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MacGyver
Aug 18 Goodbye Bell
Premium,ExMod 2003-05
join:2001-10-14
Orleans, ON
 ·Bell Sympatico
| reply to sbrook
Enough people complained about the negative billing fiasco a few years ago, and not only did Rogers get slapped, new legislation was passed to prevent it from happening again.
Now since Rogers can't negative bill, they're simply cutting back service instead. Don't take that lying down! |
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Newfie
join:2001-05-08
St John'S, NL
| reply to KyeU
said by KyeU :said by Newfie :The formal complaints address works a lot. Trust me. "The Ontario Ministry of Consumer and Business Services" or "The Address of the President"? I would be hesitant to write to the President, as I'm pretty sure all I would receive is "Thank you for sharing your thoughts and for being a valuable Rogers customer." It does, trust me. If it looks legitamite they'll look into it. |
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gxtracker
join:2002-05-22
Canada
| reply to sbrook
Re: OK, Enough of the Rants - What you CAN DO!
said by sbrook :Complaints to Customer Service or Customer Support don't get anywhere up the management tree and just get lost in the numbers for "Churn". Only abnormally high churn rates are noticed and even then it doesn't carry any weight. Exactly. Anyone on a customer service line can state they are a manager/executive. A written letter or memo will reach eyes higher up the chain than a telephone call ever will.
I completely agree with sbrook. Be direct, consise, to the point, know what you're talking about (accurate), and don't sound whiney in the writing.
Writing to the office of the President, government and federal resources as well as media relations will help greatly in getting your point across - not a single letter to a single source.  |
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maartena
Nice'n Round.
Premium
join:2002-05-10
Orange, CA
·RoadRunner Cable
| reply to sbrook
I wanted to add a few tips for those who are losing Rogers usenet service and still want to participate in discussions online:
»www.exit109.com/~jeremy/news/pro···ers.html
This list covers a large amount of newsservices, including quite a few FREE usenet options, most of which do not carry the binary groups, or only the non-warez/porn binaries groups.
The free services often have a daily limit of 50 Mb or something like that, which really doesn't help de porn/warez downloaders, but it does help those only downloading text newsgroups, and perhaps get a wallpaper or small freeware applications from Usenet.
I know, it may not be much, but I thought it may be helpful for some. Of course all of the commercial usenet services are also listen if you decided to pay for a service instead.
Yes, shame on Rogers to yank usenet like that.... but if you are not downloading a heap of porn/movies/warez/music etc, there are some alternatives.
Also, if you just use usenet for research and knowledge sharing: »groups.google.com is an excellent source to search articles, even from a long time ago and from groups Rogers may not have even carried.
Just my 2 cents, hope it helps.
--
George W. Bush on Clinton going into Kosovo, 1999: “I think it’s also important for the president to lay out a timetable as to how long they will be involved and when they will be withdrawn.”
Right. |
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sbrook
Premium,Mod
join:2001-12-14
H0H 0H0 | Personally, I find google groups a pain in the butt to navigate. |
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corster
Premium
join:2002-02-23
Ottawa, ON
clubs:
·Rogers Hi-Speed
| reply to KyeU
said by KyeU :said by Newfie :The formal complaints address works a lot. Trust me. "The Ontario Ministry of Consumer and Business Services" or "The Address of the President"? I would be hesitant to write to the President, as I'm pretty sure all I would receive is "Thank you for sharing your thoughts and for being a valuable Rogers customer." both.
--
Blog d'un Tory Rouge.... It's in English!
CRIAwatch Blog |
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Wolfie00
My dog is an elitist
Premium
join:2005-03-12
4 edits | reply to sbrook
A few thoughts on this subject:
1) Yes, in writing to the Office of the President, it gets noted, but historically Rogers still tends not to react unless it starts to get media attention and/or government agencies are involved. So I would consider all of the contacts in sbrook's points 2-5. Point 1 -- quitting Rogers -- is of course up to each individual. Since I've just concluded yet another series of arguments about billing screw-ups in connection with digital cable services, I'm very close to the breaking point myself with those total morons.
2) While it's true that the CRTC has no jurisdiction here, they have in the past responded to complaints about broadband service and copied Rogers on the response; they didn't just ignore it. It may help get Rogers' attention.
3) For God's sake keep it civil and professional, and make your arguments brief, succinct, and in point form. The points that I will be making are:
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- Rogers' arguments for why they are discontinuing Usenet service are simply not factual and appear to be disingenous. In stating that the service is "archaic" and implying that hardly anyone uses it anymore, they are either deliberately misleading their subscribers or simply don't understand the technology. This table shows that since 1996 Usenet traffic has been growing at an exponential rate, roughly doubling every year.
- I believe that Rogers' real motivation in doing this is to cut costs. Several years ago Rogers opted to discontinue their in-house Usenet servers and outsource to a bandwidth-limited service from Giganews. Now they are cancelling even that, and rather than pass these savings on to subscribers, they are arguing that this was a "free" service and no price reductions will be given. It is in fact a significant degradation of the service package. They will be significantly reducing their costs in doing this, and subscribers should receive rate reductions that could be used to purchase a subscription to a Usenet service provider to replace the service that is being withdrawn. Subscribers that didn't benefit from Usenet should now benefit from cost reductions. As it stands it appears that Rogers is simply seeking to profit by reducing their service offerings.
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FWIW, here's what I personally think the scoop is on this is.
We know that Rogers service is often substandard and their record of service cutbacks, often with little or no announcement, is legendary. Their services are managed by a pack of monkeys. Now, what they are seeing is some other ISP's also going down this cost-saving route (Sympatico, AOL), often because of their cost structure or their particular subscriber demographic. And so the Rogers business plan, which can be roughly described as "monkey see, monkey do!" kicks in. |
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