General Retention discussion, just wanna chew the retention fat

[BellVictim]

BV would probably tell you just to contact the CCTS.

Indeed.

IMO it's only frequent bruising from CCTS that has any chance of Rog changing its ways, and to stop doing dishonest stuff like this in the first place.

(Solve the problem, not the symptom! : )

[emann56]

Jeez, this is asked 1000 times.

There is an escalation process on www.rogers.com under contact us / make a complaint. You've finished step 1. Now it's time for step 2, and then step 3.

Good luck.

WOW Rogers is making me really mad now. I did step 1 (CSR) and 2 (Manager). So I went onto step 3 contact OOP and then I get this lousy email.

"Hello ***********,

Thank you for contacting Office of the President; we appreciate you
taking the time to send us your issue/concern.

Office of the President reviews issues/concerns that have gone through
proper escalation steps as outlined in our “Make a Complaint” process
that you feel have not been fully addressed.

Please kindly contact Customer Service at 1-888-Rogers1 to have your
issue addressed immediately. If a Customer Service representative is not
able to assist with your concern you may request to speak to a manager.

Most concerns are resolved by following the above procedure; however, if
your concern is still not resolved you may contact Office of the
President by completing the online form on our “Make a Complaint” page
on Rogers.com and one our advisors will be dedicated to resolving your
issue.


Thank you,
Office of the President"

THEY ARE TELLING ME WHAT I ALREADY DID! -.-
Time to contact CCTS

[burnabyajh]

Hello. I would like to get an opinion from the experts in here on my situation. When the Bold 9900 came out I fell under its spell and contacted Rogers for a hardware upgrade for which I was qualified. As is the usual situation, I had to commit for another 3 years to get the discount on the phone. While talking to the customer service agent I made it clear that I wanted every facet of my current plan to remain in effect. This included a couple of 3 year credits that were about to expire. Here was my former bill:

I just received my latest bill and it looks like this:

So they went ahead and allowed a couple of credits to expire. I called customer service and was told that their notes did not reflect anything regarding the 3 year credits. I was then bumped up to customer relations. Not only did the CR agent say the same thing about my 3 year credits, she also told me that I should not be getting the unlimited incoming credit and that it would be removed in one year.
I have a total of 4 lines on my account and all the rest of them are on standard plans with no credit. What are my options? Is there a higher authority than customer relations?

Thank you for your advice.

[BellVictim]

All that you need to know, incl your rights in this situation and complaint escalation paths, is here:

UnWelching – When Rogers Welchs, And How To Undo It (/unwelching)
s://RogersWatch.wordpress.com/UnWelching

Best of luck!

[snugglebunny]

More on my renewal . . . the moral was wrong . . . Rogers IS slime . . . . see http://www.howardforums.com/showthre...9#post14722579 on page 31 and http://www.howardforums.com/showthre...3#post14627033 on page 37 for background:

So my renewed account's first month has come to an end and I look at the online account information. My 250 bonus minutes seems to have magically disappeared . . . apparently between my November & December invoices - not an easy thing to notice, since my bill is 17 pages long and covers three phones. I suppose I might be chastised for taking this long to notice this, but my ex contacted them before the December date to get everything renewed and they agreed - yet her minutes also disappeared!!!

So, I call in and the nice lady tells me that there's nothing she can do because my plan has been dictated by the OOP - she transfers me to retentions.

Retentions tries to tell me that our bonus minutes have expired (now, the fact that there is no expiry date on the bill for the bonus minutes, but that there WAS an expiry date listed for the original 500 minute overtime bucket that disappeared at the start of last year seems to be lost on them).

I explained that beyond the fact that expiry was never discussed, that when I signed up my son in August we agreed to three years at a specific price with a specific set of features for the three lines - and I invited them to get that call from archives (they declined). They continued to insist that the bonus had expired.

I asked them to find the notes from the original adding of the feature, was put on hold and when she got back was told that they can't find the original inscription of the feature (that's because it was about 10 years ago and their online records don't go back that far). But of course she was adamant that 'it must be' the reason and continued to deny me my bonus minutes - she DID offer me 100 minutes/month for a year.

I asked for a supervisor and got the same stonewall treatment.

So I took another position; I asked if I coud get a list of any other surprises that Rogers might have for me, especially since my deal was supposedly frozen for 3 years back in late August . . . . believe it or not there is no way they can do this in writing!!

She can't send an e-mail. She can't send a fax. She can't print it out and stuff it in an envelope to mail to me!!

She said she could only read them out to me and when I suggested she wait while I start up a recorder, she says that if I did she had to hang up as a matter of company policy!!!!!! I guess they want deniability.

I guess it's back to the OOP and then to arbitration if they continue to keep their heads up their asses.

[DH]

www.rogers.com/complaint

[ircu]

www.rogers.com/complaint

Yep the only way to do it. Don't follow any other posters or webpages.

[ceredon]

Yep the only way to do it. Don't follow any other posters or webpages.

Another dishonest post. You certainly live up to what we have all come to expect of you. You are pushing it though, as this one was blatantly an outright lie.

OP: Take DH's advice and see what Rogers will do. If they do not honour your contract 100%, then contact CCTS and file a complaint. As long the renewal happened as you remember and they agreed to what you believe, then they entered into a legal agreement with you and CCTS will force them to honour it or let you out for free. Regardless of how ircu will try to mislead you, just ignore her voice. Her posts are not intended to help you but to mislead. Contrary to what she says, there are options. The CCTS was created to provide an advocate for consumers (though it is far from perfect).

[BellVictim]

Yep the only way to do it. Don't follow any other posters or webpages.

Heh, yeah, ircu's employer doesn't like it when people read about how things actually work.

(A la infomercial: "That squeaking sound means the website is working!" ; )

[phzi]

Why are you trying to get then to refer back to the original agreement from 10 years ago? If they are obligated to continue your bonus minutes like you say, then the evidence of contract should be in the call for renewal.

Try again with Retentions, but this time start by asking them to fix a mistake, then if they don't help, tell them, "you are contractually obligated to fix this mistake and reinstate my bonus minutes" - briefly explain what obligates them, e.g. "in the most recent conversion regarding contract extension, an agent of Rogers did clearly and unequivocally state that all credits and features on the account would be renewed and continued for the duration of the 3year commitment." Then proceed to explain that, "further, no notice was ever given regarding the termination of my bonus minutes, and Rogers is in breach of contract for failing to provide notice as is legally required on the adjustment of my specific terms."

Continue to state that no resolution other then the immediate correction of this error by reinstating your bonus minutes would be acceptable, and any other attempt at resolution will be met with action from the ccts.

Then, skip the oop, contact the ccts - oop will call you in less then a month to readd your minutes. Maybe ask for a dollar value (in your ccts submission) too to compensate if you went over on minutes.

Sent from my GT-I9000 using Tapatalk

[ceredon]

Heh, yeah, ircu's employer doesn't like it when people read about how things actually work.

(A la infomercial: "That squeaking sound means the website is working!" ; )

The funny part is that while she works for Rogers, she takes it upon herself to take time from her own day, unpaid, to post such garbage. Sad life.

[theplayground]

This certainly has been happening alot as of late. We can twist it anyway we like it, advice people plenty.....but no one is stupid to renew their contract especially if they want the same services and what not with keeping their plans at the same rate or even when it comes to renewing their credits. Its certainly something which is being done in the slums of Rogers call centres.

I didn't really put much emphasis into this, until a few weeks ago when I called Rogers, and was told when my contract ended......and my credits certainly are a year apart. Now for some reason I've had a luxury of getting a HUP within my time period in the last couple of years.....but as far as I can recall......I was very adamant about having my credits renewed but of course they weren't. I'm not doing anything about it because my credits are ways away from expiring......But it certainly is annoying. I am just waiting for an opportune time so I can use this as a leverage, so for now everything is intact.

Just as a note, ur feature credits are sometimes going to be off from the rest of ur credits...only because u added them after renewing ur contract......and sometimes we renew while our feauture credits haven't still expired. But for ur monthly plan credits, they shud certainly be renewed. In my opinion ur credits shud coincide with ur plan ending date if not it shud expire after. If u renew ur contract, and specifically asked for the credits to be extended, they shud have been. Sometimes we just have to be really specific about these especially if u have plenty of credits.

I will certainly have some time cut off for me when I'm nearing the end of some of my credits.

@OP......BV is the way to go...
Good luck

[theplayground]

All that you need to know, incl your rights in this situation and complaint escalation paths, is here:

UnWelching – When Rogers Welchs, And How To Undo It (/unwelching)
s://RogersWatch.wordpress.com/UnWelching

Best of luck!

Hello my friend....
Good to see u back.

[theplayground]

All that you need to know, incl your rights in this situation and complaint escalation paths, is here:

UnWelching – When Rogers Welchs, And How To Undo It (/unwelching)
s://RogersWatch.wordpress.com/UnWelching

Best of luck!

Hello my friend...
Its good to see u back.

[trek.]

lol you were getting your base plan for $5.