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.
Phone: Samsung Galaxy SIII i747M - CyanogenMod10 IceCreamSandwich 4.1.2.
Rogers Retentions Plans:
(2x): 200WD+100bonus ($25); 6GB data (-$10) Free: 100LD; 6pm Unl Eve/Wkd; Unl Incoming; Unl SMS/MMS; Unl Network Calling+LD; Unl Wifi Calling; CID; VM.
After Tax: $53.22; Total discounts: $58.40/mnth.
(1x): 200WD+6pm Unl eve/wkd (17.50 plan) (-$15MFD); 1000LD ($5); CID; VM; 2500TXT; $108 yearly credit.
After Tax: $12.99; Total discounts: $39/mnth.
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.
Unlocked iPhone 5, unlocked iPhone 4
Unlimited airtime, Unlimited CAN/US long distance, Unlimited SMS to CAN/US wireless numbers
2500 Call Forwarding minutes to CAN/US numbers
Google Voice for visual voice mail with message transcription, conditional greetings, unlimited messages (vs 35 message cap), remote retrieval from any PC or phone, no auto-purge after 10 days and most importantly no $7-$8 charge.
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+
Last edited by BellVictim; 02-29-2012 at 11:43 AM. Reason: Add PS's, strikeout incorrect recollection re CCTS
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?
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All comments are my own opinion and do not reflect the views of my employer or affiliated groups.
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.
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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.
just noticed about the banned thing under bellvictim's name what happened there and when? was wondering why he wasnt responding anymore
650 mins $20
250 Bonus mins until Mar 1 2013
500 txt $5
Cdn/US Corp LD
Free Company Calling
3 Year Plan Credit $10
Data Credit $10
SAF Credit $6.95
Bundle Disc $3.60
$36.33 after taxes
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".
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?
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.