$5 charge for calling in to make My5/10 changes

[z24gta]

I don't see an issue with this. There should be more charges for calling CS when there are self serve options.

I don't know why you post even! Your pro-Rogers opinions are just because your a shareholder, correct?

[ceredon]

I don't see an issue with this. There should be more charges for calling CS when there are self serve options.

I'd be careful what you wish for. Self service tends to make staff redundant. Nadir is looking for efficiencies after all. Weaning customers off of using CS staff opens up room for a gigantic efficiency to be realized.

[ceredon]

I don't know why you post even! Your pro-Rogers opinions are just because your a shareholder, correct?

Staff.

Some ex-employees liken their indoctrination and eventual departure to joining and leaving a religion/cult. It's actually fascinating to watch.

[ceredon]

Ah yes, I expected to see the usual crowd on this thread saying, 'so? There's yet another unfavourable change for customers...what the heck? Why's it a problem?'

It's a problem because some people actually expect to be able to make changes to their accounts without having access to computers (think: grandparents, families on vacation).

And it's a money-making scheme. Think about it, Rogers could easily choose to make an automated system for customers to make account changes, they just choose not to bother, it's easier just to make another fee hike, all while not passing along that savings to customers.

If you truly feel sympathetic to Rogers over this change then honestly, I have little more I guess I would bother to add.

This particular move isn't one that I am all that concerned about. I think most people would opt for the online options, once they are made aware of it. Even the most ambivalent person I know with Rogers has an aversion to calling into customer service. If you can do it yourself and do it right, instead of calling in and jumping through hoops and likely seeing mistakes through CS, even if they were both free, I think most people would choose to do it themselves. I think only people really uncomfortable with online systems would have a problem with this. I know with AT&T goPhone in the US, any changes that can be done by the customer require a fee for a CS to do it. But, they will walk you through the process to do it yourself and not charge you (in my experience anyway).

In the end, I think this will not be beneficial to Rogers as a whole. Some people will see it as another attempt to nickel and dime a customer bases that is fatigued of new expenses. Others will see it as a cash grab that preys on the weakest parts of their customer bases, i.e. seniors not likely to use the online form. I think people will be split between indifference or negativity. It can only cost Rogers even more goodwill from the marketplace, which I personally see as a good thing as more customers will defect. Another move that is seemingly designed to, at best, drive customers away. Even if no customers leave, if it works as intended it opens the doors for further fees for CS to process functions that can be offloaded to the customers. This will unquestionably lead to substantially more layoffs.

Actually a little surprised our local staff are unable to read the writing on the wall. It's a little sad watching lambs being led to the slaughter yet remaining completely oblivious to what is coming.

[Emendo]

They should put in option to check simple things like contract expiry date and cancellation fee to reduce cost too.

[DH]

They should put in option to check simple things like contract expiry date and cancellation fee to reduce cost too.

It would cost more if Rogers provided the above information and didn't have the opportunity to retain you.

[ircu]

I don't know why you post even! Your pro-Rogers opinions are just because your a shareholder, correct?

Because I can just like the anti-Rogers people can post.

[z24gta]

Because I can just like the anti-Rogers people can post.

At least there not saying oh its ok to screw everyone over, and its ok. You see people leaving, you would think Rogers is doing something wrong. In the end, your going to see the value and the dividends drop.

[bubble.tea]

What's next? Charging fees for ANY CS calls that are aimed at getting info that could be had online or from any statement?

Pretty stupid.

NOT approved.

[Sandieyyz]

Personally, I don't have my5/10 so it really doesn't effect me, but, I have helped many do theirs and show them how to change their numbers multiple times. It's a very simple process online, on a smartphone and on a "dumbphone". If someone is unsure on how to do it, CS will walk you through all the steps and ensure you know how to do it (free of charge). And if you still feel unsure, go into a rogers store sometime when you're walking by and ask one of the reps there, they can show you step by step on your device.

[spektakle]

The feature is part of the plan that I pay for. I shouldn't be charged extra to do something that is part of my plan. It doesn't matter how hard or easy it is to do.

[jcalder]

Ah yes, I expected to see the usual crowd on this thread saying, 'so? There's yet another unfavourable change for customers...what the heck? Why's it a problem?'

Ah yes, I expected to see the usual crowd on this thread saying 'YES! Rogers is EVIL! And they SHOULD GIVE US EVERYTHING FOR FREE!'

The excuse that some people don't have computers or some people don't have smartphones or some people are too stupid to figure out how to do it on their "dumbphone" is lame. If you're too lazy or stupid to figure out how to do something on your own, you should have to pay someone else to do it.

I own a pickup truck but I don't know how to fix an automatic transmission. If it breaks I don't expect Ford to just give me a new transmission because it's part of the truck I paid for. I have a couple of options if it breaks. One is learn how automatic transmissions work and fix it myself for free or pay someone else to do it for me.

You buy your cell phone plan, you have multiple options to change your my5 or my10 numbers for free, if you can't figure it out or don't have the means to do it, you have to pay someone else to do it for you.

I don't see the problem.

[jattdesi]

What's next? Charging fees for ANY CS calls that are aimed at getting info that could be had online or from any statement?

Pretty stupid.

NOT approved.

Actually Koodo Mobile charges for all calls/things that you could do your self on there self serve sites, Koodo Self serve allows to do almost everything except cancel service or a transfer of ownership. On the other hand solo mobile charges for almost every call even though they hardly have any self serve option and that my friend is called a scam.

[bubble.tea]

we certainly have a diverse variety of business models out there don't we.

I can see a budget provider 'as a cost measure' taking this approach, but not a big budget provider.

[ircu]

we certainly have a diverse variety of business models out there don't we.

I can see a budget provider 'as a cost measure' taking this approach, but not a big budget provider.

Why not, money is money and both providers want it and have an obligation to share holders to make money whenever possible.