General Retention discussion, just wanna chew the retention fat

[TLS2000]

They asked the rep to call them back, and it's implied that the rep agreed to do so.

They also called back and were told that they're "good to go", which implies that the second rep they spoke to had agreed to the deal and set it up.

Rogers also has recordings of the phone calls. If they didn't explicitly state that the offer was conditional on being accepted immediately, then I don't see why they should have been able to reneg on the offer after the second call where they are implied to agree with it anyway.

I don't understand why people blindly defend Rogers for their actions while acting like the customers are idiots for not conforming to the way Rogers expects a customer to act. Telling the customer that it's their own fault for trusting a company to do what they say they'll do isn't helpful.

It's possible that this particular customer has no other option than Rogers where he lives. It's possible that the customer is happy after Rogers promises to make things right. Perhaps the customer was happy with the service, but not the billing. Maybe the additional financial incentive that Rogers offered was enough for the customer to believe that Rogers was genuinely interested in taking care of their billing problems.

[BellVictim]

I don't understand why severely battered, damaged customers try so hard to stay with providers they've clearly never been happy with.

Because the other assailants assault with both fists?

Because the other rapists don't even use condoms?

... How colourful would you like the analogy, to make clear the reason (for some) on this issue?

[racerboy88]

When I called in to ask for the unlimited plan the first level rep could not help me and transfered me to Retentions
I then talked to Rob in Retentions I mentioned winds promotion and asked what he could do as I like Rogers service and want to stay with Rogers but I wanted the unlimited calling option, he gave me the unlimited plan with no issues.
i am still paying the same as before but I now have unlimited NA calling and no zones to worry about.

Saving money is great but not at the expense of Great Service and Network coverage

Can you give us a breakdown of your plan please?

[RobertHodgson]

its an Ok Plan no Discounts except our bundled services 10%
Unlimited North America $50.00
500MB Data 25.00
Voicemail and Caller Id Basic Bundle $10.00

[TriC101]

Well I have had my 1 line with rogers for over 10 years and I just got 2 new Samsung S Captivate phones so to new activations on my account now I called them up to see if I could get caller ID and VM on the 2nd line for free.... and nope they will not till I have had the 2 new lines for 6 months... WTF?? even tho I have been with them 10 years.
so rate now I have
$50 plan on each line
500meg
early evenings and weekends starting at 6pm
my5
caller id and VM $12 this is all i'm asking to get free.. and nope..
what can I do?

I might give office of the president a call tomorrow.

[slipperyspider]

The OOP will tell you the same thing, you cant' get any retentions offers until you generate revenue (tenure/pay Rogers) on the new lines, so in 6 months you will qualify for something ...

It has nothing to do with how long you have been with Rogers ... If you could, maybe return the phone/plan and purchase a pimp plan ...

[TriC101]

Well I called the OOP today and got what I wanted and she even set it up on both lines so I now have caller ID and VM on both lines at no cost...

[BellVictim]

Well I called the OOP today and got what I wanted and she even set it up on both lines so I now have caller ID and VM on both lines at no cost...

Wow, I'm stunned. Totally stunned. (Since I was with ^slippery's thinking).

Please do tell us about the call - what was your 'angle' - was it the '10 yrs' thing? Anything else? What was the (first) name of the OoP rep?

Congrats to you in any case.

(BV has just discovered a new use for OoP! : )

[TriC101]

I think her name was Mary.. Part of the reason I got the deal is because I had a rep from retentions tell me to take my phones back and goto Bell cause she was not even going to look at my account.. this agent even left a rude comment on my account the OOP rep had told me saying not to offer me anything for a year. But the note that was left on the account even sounded very rude.. the OOP rep said...so I told the OOP rep this left a bad taste in my mouth and also included that we have cable and internet and home phone on a 2nd account as well.. I just built a good base with her also I was very friendly and she offered me what I wanted so I took it. Also the OOP rep had listen to the recording of that one call.. then called me back to give me another 10% off on top of the caller ID and VM.. because the retentions rep was so rude. also the OOP rep had the note removed from my account.

The best part is I got both Captivates at Bestbuy for .01c each on boxing day and they came with $125 Best buy gift cards so $250 in total with the gift-cards.. LOL..

[iridescence]

(BV has just discovered a new use for OoP! : )

I really hope you're not actually advocating customers escalate to OOP simply because they feel they shouldn't have to wait six months on new lines just like everyone else.

[NOTORIOUS VR]

Well, called in a few times this week... tried to get the $50 unlimited plan with some discounts for my 6Gb data, smartphone package, etc... but every rep I spoke with said they're unable to add credits to this plan and any added will be removed anyway.

So I asked them what they could do for me with my currently plan. He put me on hold for a bit, came back saying he can give me a few credits and 100min free Cdn. long distance. till the end of my term.

I accepted the offer and an pretty happy for now until another plan interests me.

so I got
-700 daytime ($45-$15 cred)
-6pm eve (free w/ cred)
-R2R (free w/ cred)
-6GB ($30-$5 cred)
-100 long distance min (free w/ cred)
-Smartphone value pack ($15)

So for $70 + SAF + 911 + HST... not the best, but I didn't want to lock myself in @ 3 years again right now with the Unlimited plan.

[BellVictim]

Great detail...

Super cool, thanks for taking the time to share that.

Yeah, you having described it all it now makes more sense - you got super-crap treatment, escalated, and as part of remedying it and 'saying sorry' Rog gave you some fine, fine parting gifts.

Well played, and kudos to you for standing up for yourself!

[BellVictim]

I really hope you're not actually advocating customers escalate to OOP simply because they feel they shouldn't have to wait six months on new lines just like everyone else.

Heh, nope, in reality I'm not.

I used the wrong emoticon there when I said:
(BV has just discovered a new use for OoP! : )

since I should have instead used the ; ) which would indicate a jestful statement.

(They already hate me enough in that dep't ; )

[slipperyspider]

I can sell you the plan you want ... (unlimited local / unlimited north american plans ...)
PM ME

[slipperyspider]

What happened here?
Alls well that ends well ...
PLEASE UPDATE!