Home » Canada »Consumer News »Rogers » Currently Reading:

Rogers to Customer: We Are “Not Required to Honor What An Agent Says”

Phillip Dampier June 5, 2012 Canada, Consumer News, Rogers 2 Comments

Adam, a Rogers Wireless customer in Saint-Laurent, Quebec, got the customer service shock of his life when he called the telecommunications company after noticing a previously promised promotion on his wireless account was suddenly set to expire.

“Last year I was promised 100 long distance minutes for free, so long as I keep renewing my contract,” Adam told the Rogers forum on Broadband Reports. “The value was $5, balanced by a $5 credit. Last month an expiry date magically appeared next to the credit, so I called today to find out why.”

That was his first mistake, immediately apparent after the conversation with a Rogers manager quickly degenerated into petulant obstinance.

Some of the shocking things I was told include:

  • “This wasn’t documented last year.”
  • “According to the terms of service, Rogers is not required to honor what an agent says.”
  • “Recordings are not valid in a court of law for this circumstance.”
  • “We will not look at the terms of service to support our statements.”
  • “We will not listen to your recording of the original call because it doesn’t have an interaction ID.”

A follow-up with Rogers’ Office of the President brought no relief, instead provoking more testy replies from the company’s customer service agents starting with an accusation the customer was lying about the ongoing credit he was promised. Adam helpfully offered to play the original recording of the phone call where the agent made the promise, but Rogers’ executive customer service was having none of it.

“I can’t listen to the call because I’m uncertain of the legality of it,” the Rogers representative replied.

A request to clarify the situation with Rogers’ legal department left Adam on hold for several minutes followed by a frank declaration when the representative returned to the line.

“We’re not going to honor the credit, regardless of what the agent offered you,” said the Rogers senior customer service representative.

Adam was a Rogers wireless customer for 11 years, and remains shocked the company would adopt a “take no prisoners” stance over a $5 monthly credit for calling minutes. But Rogers’ reputation has been questioned by many Canadians for years. One Broadband Reports reader offered:

“Rogers reputation is so bad that it is already 50 miles below the earth’s surface. I guess they want to make it 500.”

0 0 votes
Article Rating
2 Comments
Oldest
Newest Most Voted
Inline Feedbacks
View all comments
txpatriot
txpatriot
11 years ago

I don’t know about Canadian law, but in the US, carriers ARE responsible for the actions of their agents: 47 U.S.C. § 217.

Adam should file a complaint with the Canadian telecom regulators.

Adam
Adam
10 years ago

Hi Phillip I was at the office the other day discussing some past Rogers issues with my colleagues, and went to pull up the DSL Reports post. Usually I find it by Googling “Rogers is not required to honor” and it’s the first link. This time I came upon your article! In case you were curious, after the Office of the President blew me off I went straight to the Office of the Ombudsman at Rogers. I found it set up almost exactly like the quasi-governmental Commissioner for Complaints for Telecommunications Services, both in the quality of their work and… Read more »

Search This Site:

Contributions:

Recent Comments:

Your Account:

Stop the Cap!