General Retention discussion, just wanna chew the retention fat

[phzi]

The CCTS will step in now. Frankly, that rep wasn't dishonest until you disagreed, which I hope you did the INSTANT you got that e-mail. They are just trying to get you to acquiesce and therefore consent to the settlement. If you didn't respond to the CCTS AND ROGERS within 72hours, then you're agreeing that the issue has been resolved.

Furthermore, the OOP can attach credits beyond the typical feature or generic credits, such as lump sum or yearly credits for the difference, and it doesn't matter, "if their system doesn't let them" or some **** - it's their obligation to uphold their contract.

Please note that Que_Ball is confusing a term contract and a contract for service. Your agreement with rogers relating to your credits is essentially a seperate non-written contract for service unrelated to your term contract. Don't confuse the two. "The Contract" can mean multiple things - when we're talking about welching on promises, it's a verbal and accepted contract for service - this has absolutely nothing to do with any term contract you agree to.

Since you did respond (and I hope you responded to the Rogers rep as well), it'll be interesting to see what the CCTS says next. I hope you worded your case well. Although I have some doubts, since it's rare that the OOP won't resolve a case unless they feel they have a strong chance of winning in a CCTS resolution.

[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.

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.

Ok, I was promised a call from a manager during the next week. No one called. I phoned them back on the next Saturday and after a long conversation I was again promised a manager call back, only this time within 48 business hours. Yesterday I got a call from a manager. After I explained my side of the story she again said that there was nothing in the notes to indicate what I told her. I asked her to please listen to the tapes. She said she would and would get back to me. Well, I got the call today and the manager told me that the tapes indicated that I had been very specific in having my bills stay the same during the extension and that they would honour the 15 buck per month credit for another 3 years.

[ceredon]

Good to hear. Sometimes they play dumb and say they can't access the recordings or don't have them. I'd guess a gentle reminder that they are legally obligated to provide them to you upon request would jog their memories. Sound like you got an honest manager.

[BellVictim]

I asked her to please listen to the tapes. She said she would and would get back to me. Well, I got the call today and the manager told me that the tapes indicated that I had been very specific in having my bills stay the same during the extension and that they would honour the 15 buck per month credit for another 3 years.

Yay! Way to go, way to push for what's rightfully yours, way to file a CCTS complaint, way to burn Rog's time and $ having them undo their ineptitude (if enough people did that Rog, who knows only the cashregister, might conclude that it's cheaper to be honest, and vastly improve the quality of their reps, than to be dishonest have have as many crappy reps as they do).

So a personal thank you from me, too!

PS: Did you happen to seek any 'parting gifts' for all the trouble you had to go through, just to have Rog actually honour their end of the bargain? No party to a contract should even have to go through that amount of hassle, stress, time-burn and imperious, condescending treatment just to have the original agreement honoured, and the problem originated purely at Rog's end by way of the original rep not properly documenting that to which was verbally agreed and all the reps along the way could have/should have known they Rog could simply review the original recordings to resolve the factual disagreement. (Sloppy Rep Syndrome™)

Ask Rog if they agree with that, and if so what exactly is Rog willing to do to demonstrate that 'They're genuinely sorry, and you should not have had that original problem, they should not have bungled and obstructed your effort to remedy it, you should never have been threatened with having your UL-I/C calls credit removed, and you should know have to know that the 'trick' to get this disagreement resolved was for Rog to review their recordings of the original call, something they could have offered to do from the very start. And to prove that they're truly sorry and that that sort of treatment is NOT what their Rogers Wireless is all about they're willing to take a hit to the tune of a one-time $x00 credit in your favour. x-hundred-dollar credit, Rog gets to pick x!

("Well then, your apology is most gratefully accepted and heartfelt as being in fact genuine!" : )

PPS: Way to ensure, when negotiating your renewal, that you want to ensure that your current credits are extended for the full term. That's so key, to articulate during your verbal contract renegotiating what most people just assume and thus leave unspoken (I personally find having a written checklist of points prepared before I begin the call helps ensure I cover off all the issues I want to have as part of the recording).

Way to get the return on your having made that initial investment during negotiations: $15 * 36mos + tax = $600+

[Jonavin]

Anyone know if you're already on a Retention plan and you are eligible for hardware upgrade, do you have to get it from Retention, or just walk into any Rogers dealer. Assume you're willing extend your contract for subsidies and credits not being extended is not an issue. Possible?

Sent from my iPhone 5

[Que_Ball]

If you do not need any plan changes or credits extended then yes. Walk into any dealer, grab phone, sign the contract and away you go.

[Jonavin]

Anyone try to clone your plan to a new line lately? Used to be possible in the old days, but what's it like now. I understand the plan has to be a current plan, not a grand-fathered one that's no longer available.

[TheGuyz]

Anyone try to clone your plan to a new line lately? Used to be possible in the old days, but what's it like now. I understand the plan has to be a current plan, not a grand-fathered one that's no longer available.

As long as the plan/features/credits/etc are currently able to be added in system( so whats offered today is whats able to be used/cloned, if grandfather NO as they cannot add these old features/credits and they tend to expire and all lost ).

[surfguy17]

just noticed about the banned thing under bellvictim's name what happened there and when? was wondering why he wasnt responding anymore

[ceredon]

just noticed about the banned thing under bellvictim's name what happened there and when? was wondering why he wasnt responding anymore

He took the bait too many times I guess.

[Nemius]

As long as the plan/features/credits/etc are currently able to be added in system( so whats offered today is whats able to be used/cloned, if grandfather NO as they cannot add these old features/credits and they tend to expire and all lost ).

+1 - I'm going through this right now. The plan can be replicated, but I am being told the credits can not / may not be applied again to that plan as they were three years ago.

[Jonavin]

I tried the passive tac and they only offered $50 credit and in market plans. Gave me the usual "you can get a retention deal after 6 months".

[Alphonse-Cdn]

Hi gang,

So my 3-year contract runs out in a couple months. Unfortunately, my Nokia XpressMusic doesn't appear it is going to make it to the end. Therefore I'm looking at getting an Android smart phone (looking at Galaxy S2 LTE, Galaxy Note, and Galaxy S3).

Being as I haven't had any real problems with Rogers, figured I'd stay with them, but looking around there are few better plans out there at the likes of Koodo, Telus and Bell (either more minutes or free voicemail/Call Id). Figured I'd give retentions a call and see if they can match or better those plans.

What I was however wondering is if retentions can give deals on phones? I frequently see better prices at Best Buy, etc. (lower cost and bonus gift card) then if got phone directly through Rogers store.

Any thoughts on what I should do?

[ceredon]

Hi gang,

So my 3-year contract runs out in a couple months. Unfortunately, my Nokia XpressMusic doesn't appear it is going to make it to the end. Therefore I'm looking at getting an Android smart phone (looking at Galaxy S2 LTE, Galaxy Note, and Galaxy S3).

Being as I haven't had any real problems with Rogers, figured I'd stay with them, but looking around there are few better plans out there at the likes of Koodo, Telus and Bell (either more minutes or free voicemail/Call Id). Figured I'd give retentions a call and see if they can match or better those plans.

What I was however wondering is if retentions can give deals on phones? I frequently see better prices at Best Buy, etc. (lower cost and bonus gift card) then if got phone directly through Rogers store.

Any thoughts on what I should do?

Retentions can have some leeway with phone prices but don't expect too much given many of the phones are already almost free on 3 year contracts. Give Rogers a call and sell what they'll do for you. I think Bell has a $200 port-in credit for now (maybe just for small business) but you could check at Bell about it and also use it to try to talk Rogers retentions down. Mentioning port-in credits can sometimes help towards getting an extra discount on phones from retentions.

[simho]

Just noticed this note on my last bill:

Please note that you have been receiving a monthly service fee credit for which you are no longer eligible. This error has now been corrected and effective the date of your next invoice, the credit will no longer be applied to your account. Please be assured we will not charge your account for the past credits you enjoyed as a result of our error. All other aspects of your Rogers service(s) will remain the same. For more information, or if you have any questions, please contact us in any of the ways listed on page 2 of this invoice. Thank you.

Rep advised that my account has been audited.

I have interaction IDs for the last several calls confirming that no changes would occur to any part of my account, including all charges and credits, for the duration of the contract.

I'm going to try to squash this right now.