The IT Nerd

I first reported on issues with Rogers email, and the inability to generate app specific passwords to allow users of Rogers email to use email clients like Outlook and Thunderbird on March 7th.  However this issue dragged on for days. There is a workaround, but that workaround is sub optimal to say the least. And as this issue dragged on into April, I was left with no other option than to recommend to my many clients who are affected by this to dump Rogers as an email provider. Now Rogers has sort of admitted to the fact that there is an issue, but there is no ETA as to when it will be resolved. Other than that rather tepid admission, there has been silence from the telco.

Today is April 25th which is 49 days since this episode started. And Rogers users are reaching the end of their limit with the telco. There are two threads on the Rogers Community Forums that I’ve been tracking which illustrate how frustrated Rogers had made their own users. Here’s some examples:

This is what happens when you as a business do not provide a public comment about an issue that has been ongoing for a long time. Your customers get frustrated. Your customers do not believe that you care. And most importantly, your customers look for other options with your competitors. You have to wonder if Rogers is even checking their own Community Forum as this sort of feedback isn’t hard to find, and illustrates that they have not only a technology problem on their hands, but a public relations problem as well.

And as one person in the examples above has mentioned, you have to wonder why Rogers doesn’t simply disable the need for an app specific password until they figure this whole thing out as that would lower the temperature of this situation? Perhaps they’re at the mercy of Yahoo who provides Rogers email service? Or perhaps Rogers can’t figure out how to do that? Either way, it is curious that they have not tried doing that.

Rogers has really dropped themselves in it this time. While this isn’t as bad as taking down the entire country for a couple of days like they did last summer, this isn’t going to help them win hearts and minds. Rogers really, REALLY needs to start upping their game here. Starting with giving a coherent explanation of why this issue has been ongoing for 49 days and counting. Along with what they are doing to fix this issue and when they hope that this will be fully resolved. This is the only way that they can start regaining the trust of their customers and stop customers from leaving for other telcos. I really question at this point if Rogers has the ability to do any or all of that. But now would be a really good time for them to prove me wrong.

This entry was posted on April 25, 2023 at 8:56 am and is filed under Commentary with tags Rogers. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.