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  1. Emma says: March 23rd, 2010 a 7:22pm

    What about RogersDiscover.com?

  2. Rogers_Richard says: March 24th, 2010 a 9:21am

    Hi Emma,
    RogersDiscover is, indeed, a great resource too that has information about cable, Internet and Home Phone. I actually just sent a relative of mine there for details on her Home Phone.
    Thanks Emma!
    Richard.

  3. Pat says: April 4th, 2010 a 11:11pm

    Hey Rogers_Richard – did you actually test out those links before you handed them to us?

    Consider if one is using your linked:
    http://www.rogers.com/web/support/supportwireless
    to search for:
    an online copy of that little handbook titled
    “Wireless Services User Guide”
    …

    We get our ‘F’ when using quotation marks to bond the sought words together (usually the most accurate form of search) because your employer’s website gives no matches, yet curiously doesn’t even go to the trouble to mention that zero items match – it’s just an empty page-area. Huh?

    Ok, so maybe I’m being a dopey luser, I’ll try the search another way – /without/ the quotation marks – NOW I AM LEET HAX0R ;)

    And indeed, we see some improvement – we’re at least getting some results.

    Nine document titles are displayed on the page – I scan them, hoping that since I entered the exact title of a customer-facing document, it’ll be there. We get assigned our letter “A” when I see that it isn’t.

    So I look over to the left and I see there are categories of results, maybe that’ll help me.

    Your employer’s website would tell me, in this order,
    - 15 hits in “Internet Services”
    - 2 in “Wireless”
    - and 1 “General”

    Now did I mention I am searching from a URL that ends with “/supportwireless” and that the first term of my search query was “wireless”? So then why is your employer’s search engine polluting my search results with “Internet Services” gunk, even prioritized above the “Wireless” ones? That little bit of unhelpful noise earns us the third vowel of the alphabet, “I”.

    So ignoring the pollution we click on the “Wireless “category, expecting to see the result narrowed to two hits, one of which will surely be the document I seek (did I mention that I am searching for the exact title of that handbook that Rogers gives to {presumably} each and every wireless cx?)

    But alas, no – we do get two docs about GSM features but no “Wireless Services User Guide”.

    And with that we receive our final award, the letter “L”.

    BTW, I have no greater success with site-wide searchbox in the upper-right corner of the window; though is is slightly less broken it too is unable to locate the document I seek.

    So when we sum up our experience using the search feature of both the FAQ the the site-wide, we get a big, fat:
    FAIL

    Now you might be thinking, hey there, maybe the “Wireless Services User Guide” isn’t on the site, right? Well, 1) it should be since it contains important pricing/service/feature/cost info that Rogers would likely litigate is the responsibility of every cx to know, and 2) in actuality, it is.

    Right about…. here:
    http://www.rogers.com/cms/pdf/en/ROG_1279_SEPT_UGD_EN_LRez.pdf

    And it should be cakewalk-easy for a cx to search and find it, given the document’s legal gravity.

    So why isn’t it?

    • RogersMiranda says: April 6th, 2010 a 10:30am

      Hi Pat,

      I work with Rogers_Richard. Really appreciate the time you took to outline your experience. This is helpful information and I’ll be sure to pass it on to the team.