How Rogers Lost A Customer In Three Hours

I just got home from seeing a client who had a very negative experience with Rogers. Now, this isn’t my first time helping a customer to deal with Rogers, but this one was the worst experiences I’ve had. It started when my customer got this email from Rogers:

Screen Shot 2017-05-16 at 9.28.02 PM.png

She attempted to go through the process at the website referenced above, but she ran into trouble. She couldn’t recall what her e-mail password was and the password that she had on file didn’t work. On top of that, when she tried to reset her password at that same website, it said that it could not retrieve her secret question.

So she phoned me. I arrived at the client’s house at 5:30 PM, and after ten minutes of troubleshooting I figured that we needed to do is to phone Rogers. So we did at the number that is in the above e-mail and got through to a technical support rep quickly. He verified some information with my client and then came to the conclusion that because her Rogers e-mail account was so old, it didn’t have a security question which is why the instructions in the above wouldn’t work. He then figured that the fix to this would be to reset the password. He did so and asked us to log into the Yahoo web email portal (as Rogers has an association with Yahoo for email) to verify that it work. He then declared things fixed and hung up.

They weren’t fixed.

Not only could she still not follow the instructions above, but now she was unable to receive e-mail in Microsoft Outlook. However she could send e-mail. Prior to the actions of that tech, Outlook worked perfectly. Thus it was a second call to Rogers. The person we got listened to what we had to say, but she was unable to help. She did some basic troubleshooting, but this was clearly above her head. So she transferred us to Rogers TechXpert who she claimed could solve her problem. After a ten minute wait, we got to a TechXpert tech who again listened to what we had to say, and then used a remote access tool to remote into the computer to do the following:

  1. Look at Microsoft Outlook and see what errors we were getting.
  2. Testing the account name and password in the Yahoo web email portal. That worked.
  3. Trying to walk through the process that was in the email above with no success.

At that point that so called TechXpert escalated to another TechXpert. Here’s where things get weird. Instead of putting that person on the phone with us, she transferred the remote control session to her and hung up the phone. Whatever would happen next would happen via us communicating with this TechXpert via a chat window in the remote access application.

Let me stop here and comment on this. A chat window in a remote access application is the most inefficient way to troubleshoot any sort of issue. Why they went this route is mind boggling and I would never recommend that any of the contact centers that I consult for would ever go this route. What should have happened is that they should have remained on the phone with us. Clearly Rogers doesn’t see things that way.

In any case, we watched as this second TechXpert did the same steps as the first one with the same results. At the end of it the TechXpert gave us and told us that she would need to create a ticket and get back to us in 24 to 48 hours. We got the ticket number and the TechXpert disconnected from the computer.

It was now 6:30 PM and my customer was far from happy with Rogers as she walked into this with working e-mail and she now doesn’t have e-mail that works with Outlook. That is a #fail. I decided to see if I could do something else to help her. Since Rogers has a presence on Twitter, I decided to try that by reaching out to them during the attempts of the second TechXpert to help:

 

Rogers responded and after a few Tweets back and forth, they instructed us to do this:

So she dialed the number in question as she was not on any form of social media and got another tech on line. Now I will give him credit. He tried his best over the next 30 minutes to try and do something for her, but to no avail. He said that he’d have to file a ticket and get back to us in 24 t0 48 hours. That was something that was a bridge too far for my client and she demanded to speak to a manager. After another 10 minutes we got a manager. In short, his stance was that people had already filed tickets and things were going to get fixed. However because she was a customer of Rogers since the mid 2000’s, he originally a “make good” of $50. Then he offered up a free month which for my client was $60. That wasn’t good enough for her seeing as she had to hire me to support her in a situation that she should never had been in. One other thing happened. Via talking to this manager, we discovered that he had no documentation about our very first interaction at 5:40 PM. That caused my client to explode. Clearly some of Rogers employees don’t care enough about their customers to properly document their interactions with Rogers customers. That’s something that I discovered when one of my interactions with Rogers went sideways. The manager was at first insistent that we were wrong, and then backed down from that and apologized for our experience. In the end, my client refused the offers this manager was making and ended the call.

During this interaction, I pleaded with Rogers to help via Twitter.

Now I could understand their stance. There are privacy issues at play and I applaud them for enforcing that. I then tried a different approach to get her some help. Here’s their response:

It blows my mind that you have customer who is so frustrated that they were looking at the Bell website while talking to various Rogers employees who are unable to solve her core issue wouldn’t think outside the box to help this person in some way. In fact, this next Tweet illustrate Rogers inability to think outside the box:

Well….. I’m pretty sure that’s not going to happen given all of the above. When she saw that Tweet, she declared that Rogers didn’t care. I then typed this back:

Total time invested: Three hours.

Here’s the core issue. Rogers wants its customers to be secure. That’s noble. However this customer had issues and nobody could troubleshoot a problem that was Rogers responsibility and resolve it in a timely manner. Plus she had to hire me to help which given that Rogers is one of Canada’s largest teclcos should never, ever happen. On top of that when I reached out for help on Twitter, the only medium that they were willing to help was on Twitter and Facebook. This is an all around #EpicFail and shows that Rogers really needs to do something about the customer service that they provide. Because, they took a customer who has been a with Rogers since the mid 2000’s, and put them on the path of of leaving Rogers for Bell.

That’s pretty sad.

Rogers could rescue this situation if they stepped up and accept responsibility for the fact that this customer went through a ton of hoops that she didn’t need to and solve her issue to her satisfaction. Then they need to work out some way to make good that is equal to the the hassle that she’s been through. If they did that, I think that she’d stay a Rogers customer. But I honestly don’t think that is going to happen. What I think will happen is that Rogers will fix this password issue, her e-mail will work in Outlook, and she’ll move to Bell in a month or two. Though I’m open to being proven wrong.

Rogers, over to you.

UPDATE: I put up this story on Twitter and on the blog and it took FOUR MINUTES for Rogers to respond:

I responded with this:

Rogers responded with this:

I did so and got a response that my client will be contacted within 24 hours. I’ll be watching to make sure that happens. Updates as they come.

UPDATE #2: There is an update to this story here.

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One Response to “How Rogers Lost A Customer In Three Hours”

  1. […] I posted this story on a negative experience that a customer of mine recently had with Rogers, I’ve gotten a lot […]

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