Rogers is somehow, impossibly, worse at customer service than Shaw, who were already terrible.
Fuck the government for allowing these mergers and acquisitions to happen. Fuck the previous governments too. (This isn’t a Liberal versus Conservative issue at all – they all allowed this to happen.)
The hoops they force you through to cancel your account should be illegal.
The stores where you sign up for internet in the mall? Nope, sales only. All the local customer service options are gone. They claim I have a secret pin or phrase to access my account (which I never set up with Shaw when I created my account), so I can’t deal with anyone over the phone. I basically cannot cancel my Shaw internet post-acquisition.
Well, one of the guys at the store at least gave me some info on how to ship the modem back. Rogers only allows you to return your modem using Canada Post, and they don’t provide a box – only an account number. So I have to scrounge a box and go to Canada Post with an account number. I’m contemplating shipping my modem back in a refrigerator box out of spite.
I’m thinking of just putting a chargeback on the VISA and forcing them to call me. Well, if it wouldn’t affect my credit. Fuckers.
Remember during the public consultation when all the politicians were talking about how the merger will create jobs, increase quality, and reduce prices? 🙄
I don’t understand the logic in concluding that eliminating a company will create jobs. Because now you have a ton of redundant roles and so a mass layoff is inevitable.
Of course I know at the end of the day it’s just marketing to convince the average voter that enforcing the oligopoly is somehow beneficial.
Exactly! I remember seeing a video of Jason Kenny throwing out some ridiculous number of jobs it’ll bring to Alberta, when Shaw was already an Alberta based company.
I’ve come to the conclusion that some inefficiencies are actually good for an economy. With multiple companies each has to have a support department and sales department and installation techs and engineers and… It’s not very efficient in that there’s a lot of redundancy, but it’s better for the economy.
“let’s take all the competition, put them into one corporation. That will surely create more jobs and reduce the costs!”
It’s not rocket science, everyone knows there had to be some other motive to allow this.
(This isn’t a Liberal versus Conservative issue at all – they all allowed this to happen.)
Yup, it’s a neoliberal issue. We’ve long abandoned putting the market in its place and are only paying lip service to antitrust regulation.
They claim I have a secret pin or phrase to access my account so I can’t deal with anyone over the phone.
What the heck???
one of the guys at the store
Usually, at a reasonable business, you can pop in, in person, and show your two sets of ID or whatever, and then they can reset the pin and phrase for you. I mean even banks do this.
I’m thinking of just putting a chargeback on the VISA and forcing them to call me.
At times like this I wish Canada had a version of https://www.capitalone.com/digital/tools/eno/virtual-card-numbers/ - then we can just hand over a virtual card specific for this one company to these unreasonable folks, and cancel the card when they refuse to allow us to cancel our account with them.
(I can in fact do this with my US capone, but then the problem is that not every Canadian merchant accepts a US credit card - some will only let you put in a Canadian address/postal code with the CVV.)
The hoops they force you through to cancel your account should be illegal.
Agreed.
Wise personal account, if you want virtual cards. They’re debit, not credit, but it’s an option.
Thanks! This is a good option to have, I’ll have to give it a try.
Definitely a YMMV thing (I can see how some merchants might insist on actual credit, rather than debit, in particular for recurring transactions) and also it seems Wise only lets you have up to three max.
That said, it likely works out well for me, complementing well what I already have - there are just a couple of merchants that I know of that strictly require a Canadian card, and those all allow debit cards.
A pro consumer law should be in place that cancelling a service should be as easy as starting a service and through the same channels.
If you sign up online in 5 clicks you should be able to cancel online in 5 clicks and without needing to go to a retention specialist.
https://www.ccts-cprst.ca/for-consumers/complaints/complaint-form/
Only way to solve a lot of problems with these incumbents.
The ccts has teeth, and you will get a call from the office of the President, and your issue will get resolved.
You could check at the Canada Post office if you can charge their provided boxes to that account number.
Unfortunately Rogers is now the largest professional sports holding company in the world now too, with buying out Bell’s stake in MLSE. Nothing like promoting competition by allowing megacorps to keep acquiring.
That’s a good idea. Better than my other ideas. Cereal box full of cereal and the modem.
For a moment I considered putting in a bucket with resin and letting it solidify, then removing the bucket and just shipping them a modem encased in resin. But they’d probably charge me for the modem they’re just going to send to the landfill anyway. Maybe I should do that and turn it into a modem bowl on the lathe…
About the PIN thing – I was confused too, because they never bother explaining to anyone. What actually happens is their system automatically e-mails you a new verification code (not a pin, if you ask me) while you’re on the phone, and you need to remember to check whichever e-mail account that is and continuously refresh until it comes up.
It doesn’t help that e-mail, like SMS text messaging, while being very fast is absolutely NOT an instant communication method. There can often be delays receiving a message with those technologies due to how they’re designed.
If you stop paying by cancelling preauthorized credit, they’ll keep billing you and eventually send you to collections. As already mentioned, you could try the CCTS, or call Rogers again and ask for the Office of the President.
Used to work for them directly once and for call centre contractors for them a couple of times (neither recommended, at all)
