Letter #3 – Rogers

To whom it may concern,

This letter is in regards to the service we received while having Rogers Personal TV installed within our home.

I had placed an order for Rogers Personal TV on September xx, 2006. The first available installation date on a weekend would be September xx, 8-11 in the morning.

I was dismayed to hear that I would have to pay a $30 installation fee, regardless of the fact that I have Rogers Internet as well as Rogers Home Phone within my house. As a faithful customer who enjoys your products and services, I was hoping that the entire installation fee could be waived. Unfortunately, it could not.

Before the installation date arrived, I received a call indicating that due to network upgrades in my area that the installation date would have to be rescheduled. It is unfortunate that I could not have been told this at the time of booking my appointment.

Upon phoning back to reschedule an appointment, I asked if I may simply pick up a digital terminal myself at a Rogers Store location and install it myself. I am technically savvy and have installed many such devices on my own television throughout my life. I figured that I would be saving Rogers the time and effort to send someone into my house to perform a simple task.

Unfortunately, this was not able to happen, as I was informed that the Rogers technician must ‘test’ the line to make sure everything was alright. I indicated that I already had Rogers Internet so I’m sure the line was fine, however, they insisted that I could not pick up my own digital terminal box. I found this odd considering my friend had already done so the week before.

I ended up scheduling a new appointment for October xx, 2006, 11-2PM. The technicians who came in were in good spirits and proceeded to hook up my digital terminal box and set up the remote control properly for me. I thanked them and they were on their way.

However, as I in the room at the time, I was not witness to any ‘testing’ of the line. One would think that ‘testing’ of the line involves some form of instrument measuring the line, but if ‘testing’ the line only requires the technician to plug the box in and make sure it’s working, then I believe I could have done that myself.

I am not disappointed in the service I received from the technician, but I am disappointed in the fact that it was ESSENTIAL to have a technician enter my home, which required me to ensure I was at home during the time, for him to install a digital terminal box. Considering my own friend picked up it themselves the week before at a Rogers outlet, it is not unheard of for Rogers to allow customers to install the device themselves.

I would ask that Rogers compensate for the service they offered me by offering me two things:

– the installation fee waived completely
– The allowance of the discount on ‘bundling’ my services, without any long term commitment. I failed to notice that there was a clause for receiving the discount if I manage to purchase two or more services from Rogers.

I enjoy the products that Rogers offers me and most of the time, the service. In the past, the customer service representatives have been kind and accommodating to my needs. I would hate to see one bad experience taint the company’s name.

Yours Truly,
The Palmer

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This one is the doozy. If we can get Rogers to bow down and give us some rewards for the bad service, then I will consider myself an ultimate victor, as pretty well everyone I talk to has had SOME bad experience with this company. Stay tuned!