General Retention discussion, just wanna chew the retention fat

[Maverick_6453]

#1 Your ECF is based on the old system

#2 The new HUP - Flextab Program allows you to upgrade at anytime provide you payback the hardware subsidy

Cost calculator
Let's assume the cost of your Samsung Wave phone was $450 outright and you renewed on a 3 year term and payed $0 for the phone.
That means you received a subsidy of $450 spread over 36 months, which is $12.50 per month.
Therefore if you wish to upgrade your device and/or cancel prior to the 36 months, simply multiply $12.50 x the number of months remaining in your term.

Hope this helps.

Sent from my Galaxy Nexus using HowardForums

[landofsand]

Assuming you haven't accepted the offer I would call back and mention that Wind is offering the SIII for $299 with a $20 monthly credit over 10 months making it $99. Wind also has a $40 plan with unlimited local / long distance calls and unl data which also has call display included. I would see what they can offer you closer to $40/month and maybe ask for a $50/$100 goodwill credit in lieu of the $200 that Wind is currently offering

That was what I accepted. I am in Quebec, so not sure Wind applies to me. I did get the first month free (a credit). Didn't seem she was going to go much if any cheaper for the Galaxy S III. I did ask for US texting, but she could not add it (some system conflict I think), she was going to put the next one up, and credit half. Perhaps a goodwill credit is not out of the question yet (in the future).

Is the $50 mail in rebate apply to everyone, new subscribers to Rogers and existing? Similarly, does Bell and others do that? As everywhere shows 159, so actually 209 is quite misleading (leading to quite a bit of extra tax!)

[DH]

That was what I accepted. I am in Quebec, so not sure Wind applies to me. I did get the first month free (a credit). Didn't seem she was going to go much if any cheaper for the Galaxy S III. I did ask for US texting, but she could not add it (some system conflict I think), she was going to put the next one up, and credit half. Perhaps a goodwill credit is not out of the question yet (in the future).

Is the $50 mail in rebate apply to everyone, new subscribers to Rogers and existing? Similarly, does Bell and others do that? As everywhere shows 159, so actually 209 is quite misleading (leading to quite a bit of extra tax!)

The $50 mail in rebate is only for existing Rogers customers who upgrade.

You might be able to do it on MyRogers on the products and services tab...

New activation pricing is different depending on retailers and paid in-store.

I don't believe that companies like Bellus require a rebate to be submitted.

[mypatpat]

I have to say I'm very disappointed at their retention. After 12 years with them I think I'm finally ready to go.

This was my plan now, contract ending this month:
250 day time
EV/WK @ 6pm
Unlimited Incoming
CD/VM/2500SMS Pack
6GB data

Around $55 a month including tax after $30 of credits.

I called to renew and such over the past couple of days, they said they could no longer give me credit for Unlimited Incoming. Furthermore, they can only keep the other $20 of credit for 12 more months. That means to keep the same plan, I'll be paying almost $90 a month!

[ceredon]

I have to say I'm very disappointed at their retention. After 12 years with them I think I'm finally ready to go.

This was my plan now, contract ending this month:
250 day time
EV/WK @ 6pm
Unlimited Incoming
CD/VM/2500SMS Pack
6GB data

Around $55 a month including tax after $30 of credits.

I called to renew and such over the past couple of days, they said they could no longer give me credit for Unlimited Incoming. Furthermore, they can only keep the other $20 of credit for 12 more months. That means to keep the same plan, I'll be paying almost $90 a month!

Can do much better at Koodo or Bell, at retail promo, with their new 6GB+voice plans.

[E2EK1EL]

I have to say I'm very disappointed at their retention. After 12 years with them I think I'm finally ready to go.

This was my plan now, contract ending this month:
250 day time
EV/WK @ 6pm
Unlimited Incoming
CD/VM/2500SMS Pack
6GB data

Around $55 a month including tax after $30 of credits.

I called to renew and such over the past couple of days, they said they could no longer give me credit for Unlimited Incoming. Furthermore, they can only keep the other $20 of credit for 12 more months. That means to keep the same plan, I'll be paying almost $90 a month!

I pretty much have the same plan as you w/o Unlimited Incoming and only a 10 credit for Data. MY GOD THINGS ARE THAT TIGHT w/ ROGERS NOW???!!!

A $20 credit for 36 months equals a lot more loyalty in the long run for Rogers.

I would cancel if they gave me that same treatment next August.

[mypatpat]

I pretty much have the same plan as you w/o Unlimited Incoming and only a 10 credit for Data. MY GOD THINGS ARE THAT TIGHT w/ ROGERS NOW???!!!

A $20 credit for 36 months equals a lot more loyalty in the long run for Rogers.

I would cancel if they gave me that same treatment next August.

Well this is what just happened. I called them again to find out my final payment if I transfer to Bell. The CSR asked me why I wanted to go and I gave them the whole story. In the end they offered me the new 6GB plus the $7 CD/VM package for $67 less $15 of credits. So it'll be $52 plus tax and I took it with a new phone.

I guess you can still get deals out of retention. You just need to find the right CSR to talk to. The one today was nice and detail orientated in diagnosing my concerns, but the one yesterday was just plain rude.

[E2EK1EL]

WOW there's still hope for all of us on Rogers!!!

Thanks for posting up your story, I'm so glad you got the credits and a proper treatment.

Speaking of rude Rogers CSRs, I had this one guy name Jamil and this dude sounded like he was located in Compton.

[simho]

As a follow up from a few weeks back, I got this same message on my latest 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.

Because I was advised the last time that things would be left as is, I was a little surprised to see this note. I called the OoP to discuss. They went through the whole "Credits are not part of your contract" bit and I reminded them that it was verbally confirmed, thereby making it a verbal contract. I explained I have the interaction ID, rep's name, yada yada. I advised they can do what they will, but if they can't nix this, I'll just file with the CCTS. Rep left and came back. Advised that they've noted on account that all credits ($70 per month on two lines) would remain as is until the duration of contract. The rep explained that they will honor what they promised.

They also advised that should the credits fall off for any reason, they will credit my account via a lump sum in the amount that I would have received. So, say for instance all my credits ($70) fell off on my next bill (August, 2012), I would get $70 x 21 months (contract expires April, 2014) = $1470 as a lump sum credit on my account. Guess that's fine too.

Lesson: Keep records of everything. Interaction ID, rep's name, etc. Confirming something verbally (by a rep) is a contract. If they promise you something, make them honor it!

[gjeff12]

Not sure if this is the right place to ask this, but I'm probably going to be ordering a GS3 and a BB 9900 when I change my plan. Would it be reasonable to expect arrival within a week or is there a way to pick it up in-store? Thanks.

[phzi]

Not sure if this is the right place to ask this, but I'm probably going to be ordering a GS3 and a BB 9900 when I change my plan. Would it be reasonable to expect arrival within a week or is there a way to pick it up in-store? Thanks.

I don't see how this is even slightly retentions related, so this probably isn't the right place. Anyway, why don't you just ask Rogers this? You should be able to pick them up in store without an issue.

[Inphinity]

With the amount of retention pros here, has anyone got someone from HoFo to negotiate their contract for them?

Just curious.

[bubble.tea]

...
They also advised that should the credits fall off for any reason, they will credit my account via a lump sum in the amount that I would have received. So, say for instance all my credits ($70) fell off on my next bill (August, 2012), I would get $70 x 21 months (contract expires April, 2014) = $1470 as a lump sum credit on my account. Guess that's fine too.
...

First I ever hear of such a 'promise'. Reps have caps on willy/nilly credits they can provide. Above that, Leads have to get involved to approve. Beyond THEIR limits., Their supervisors have to approve. Call centres as a whole also have reviews when absurd credits are issued out, then audit reviews them at the end of the month and **** rolls down hill.

Reps will get an instant slap in the face if they give credits over their caps without proper authorization hehe., if not get fired. It costs $$ to Rogers to give a flat out credit, whereas it would cost them $0 to simply reinstate the credit.

I can assure you that after alls said and done, you'd have that credit reversed, and credits reinstated LOL.

Can you imagine, if you got the credit, then next month cancelled both lines, and made out with a say worst case $500 ECF on each line (for arguments sake) $470 final settlement cheque in your favour? LOL....Oh man..What a killing!

[SV_Trinity]

Contract doesn't end until October 2013. Retention Plan credits (-$10, -$8CID, -$6.95SAF) expire Sept 2012. Connected to Retentions Rep, and was promptly told that the $10 credit is no longer available. But he could offer -$5 ... They do this every year ... when existing credits are due to expire, they can only be replaced by a lesser valued credit. I just said, "No thanks... leave it for now." He seemed shocked that I was turning down a $5 increase in my monthly bill. His words, "It's only $5 difference!"

Disconnected and phoned again, but just POLITELY asked the regular CSR what my ECF would be. She sounded genuinely concerned that I was thinking about cancelling, asked why ... and I CALMLY explained my situation. She put me on hold and came back with a different RETENTIONS REP. I CALMLY explained that I wanted to learn what my ECF would be, so that I could use it as a negotiation tool when contacting MTS (Manitoba) or BELL, to see if MTS/BELL might offer a "signing bonus" to offset my ECF. She asked why I wanted to leave Rogers. I explained that I really did NOT want to leave, because I was happy with my plan, but became frustrated when I was told by another rep that my credits could not be renewed. She asked me to hold... and came back saying she could extend ALL credits until the end of the contract. I accepted and expressed gratitude. The two reps during my second call were much more sincere in their efforts to keep me as a customer. The moral of the story is ... be polite ... and if at first you don't succeed, try try again ... until you get a good rep. I think if you call just asking for credits or the "best deal", you won't get it. You really need them to believe that you are cancelling.

[simho]

First I ever hear of such a 'promise'. Reps have caps on willy/nilly credits they can provide. Above that, Leads have to get involved to approve. Beyond THEIR limits., Their supervisors have to approve. Call centres as a whole also have reviews when absurd credits are issued out, then audit reviews them at the end of the month and **** rolls down hill.

Reps will get an instant slap in the face if they give credits over their caps without proper authorization hehe., if not get fired. It costs $$ to Rogers to give a flat out credit, whereas it would cost them $0 to simply reinstate the credit.

I can assure you that after alls said and done, you'd have that credit reversed, and credits reinstated LOL.

Can you imagine, if you got the credit, then next month cancelled both lines, and made out with a say worst case $500 ECF on each line (for arguments sake) $470 final settlement cheque in your favour? LOL....Oh man..What a killing!

LOL.

Yeah, makes sense on the lump sum thing. Although, the 'promise' came from the OoP, not a CS or CR rep. Don't know if that changes anything.