Archive for May, 2011

First 3D movies available on Rogers on Demand

Gnomeo and JulietFor true movie lovers, 3D is as good as it gets. And with 3D TVs growing in popularity, we know that people are hungry for more 3D programming. Good news for Rogers Digital Cable customers with 3D-enabled TVs: you’ll now be able to rent 3D movies from Rogers on Demand Channel 100.

Starting today, Rogers on Demand will offer its first 3D movies: Gnomeo and Juliet and Tron: Legacy for $7.99, the same price as an HD rental from Rogers on Demand.

These new movies are just the beginning. We’re committed to bringing you the best movies on demand which is why we plan to add at least one new 3D title per month to Rogers on Demand.

If you have a 3D TV and plan to rent either of these movies, here’s what you’ll need to ensure you can get the full experience:

  • An HD Box from Rogers. Renting movies from Rogers on Demand on 3D will not work if you are watching on an SD box
  • Active 3D glasses that either came (or are compatible) with your 3D TV
  • HDMI cable hook-up from digital box to your TV
  • 3D mode enabled (some TVs do this automatically when they detect a 3D signal, but check your manual just in case)
  • Go to Channel 100 -> Movies -> 3D and order your movie

We first started providing 3D programming  on Ch. 900 in October 2010 and have provided some great content in 3D like the final matches of the FIFA World Cup and a 3D Hockey Night in Canada broadcast of the Montreal Canadiens vs. the Toronto Maple Leafs.

As 3D technology continues to evolve, we’re looking forward to bringing you more movies in 3D.

What movie would you like to watch in 3D?

Miranda MacDonald is a regular contributor to RedBoard

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Digital TV transition: what it means for you

You’ve likely started to see public service announcements (PSAs) about the upcoming Digital TV (DTV) transition taking place on August 31, 2011. Rogers TV customers will not be impacted by the DTV transition.

What is the DTV transition?

The Digital TV (DTV) transition is when over-the-air (OTA) television broadcasters in most Canadian cities will make the change from analog broadcast signals to digital signals. OTA television are those stations that viewers can watch via antenna (like Citytv, OMNI and CBC).

How will this impact me?

If you are a Rogers TV customer – whether analog or digital – the DTV transition will not affect you. You will retain your current channels and you will not require any new hardware due to the transition.

The only situation where you might be impacted is if you have multiple TVs and not all are connected to cable. For instance, if you are using an antenna or rabbit ears to receive TV programming on one of your televisions, you could lose the ability to watch TV the way you are used to on that one television set.   One easy option is to add extra outlets on the set that was previously using antenna. This feature is available with your Rogers cable TV service.

Alternatively, to continue to receive OTA programming, you can purchase a digital-to-analog (DTA) converter box and combined VHF/UHF antenna or you can purchase a TV with a digital tuner and combined VHF/UHF antenna.

If all your TV’s are on antennas or rabbit ears, you can either purchase a DTA converter box or subscribe to a TV service provider like Rogers in order to receive analog or digital cable TV.

Why the switch?

The transition is a government mandate. The government’s DTV transition site states: “Digital signals provide better picture and sound and take up less airwave space. The freed up space will be used for other purposes like advanced wireless and public safety services, such as those used by police and fire departments.”

You will be hearing more from us over the coming months about the DTV transition. For more information please see our DTV Transition information page or take a look at the public service announcement below:

Sarah Daly is a regular contributor to RedBoard

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RedBoard video: LG Optimus Pad now available from Rogers

The LG Optimus Pad is has now joined Rogers lineup of tablets. This unique 8.9 inch tablet is Canada’s first tablet on the Android 3.0 Honeycomb platform that offers both Wi-Fi and connectivity across the Rogers wireless network at download speeds up to 14.4 Mbps. It’s also the world’s first tablet with 5 megapixel  cameras for 3D video capture. Recently, I sat down with Rogers’ Neil Shuart to take a closer look at some of the device’s unique features and functionality. Take a look or you can read the full transcript of the video here:

Paired with a Rogers Data Share plan, this device is perfect for the HD, 3D enthusiast with a super fast dual-core processor and the tablet-optimized Android 3.0 operating system, full web-browsing with Flash and HTML 5 support, 3D video capture, true 720p HD display, plus HDMI cable included for viewing on larger displays—all in a sleek design enabled for connectivity where and when you need it.

The LG Optimus Pad will be available exclusively from Rogers for $449.99 with a three-year data plan, $649.99 with a month-to-month contract or for $699.99 as a standalone purchase.

What do you think of the LG Optimus Pad?

Miranda MacDonald is a regular contributor to RedBoard

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Listening to you: a conversation with Rogers ombudsman

Don MoffattIn July 2009, Rogers established the Office of the Ombudsman.  Our ombudsman, Don Moffatt, investigates and attempts to resolve customer complaints and problems. While the vast majority of customer service inquiries are resolved by our front line employees , the Office of the Ombudsman is in place to review customer inquiries when a satisfactory resolution cannot be reached with Customer Care or the Office of the President, Rogers highest level of support for customer escalations. Recently, I sat down with Don to get a better understanding of what Rogers is doing to improve the customer experience.  Here are the highlights from our conversation.

What’s the story behind the Ombudsman’s office?

The Ombudsman’s Office was created in July 2009 as an impartial avenue of appeal and review for Rogers customers.  My office is unaffiliated with the customer service organization at Rogers. I review all sides of an issue and make sure customers are treated fairly. To me, fair means fair for the customer and fair for Rogers.

What is a typical day like for you?

Each day, I personally review all of the escalations that come through the Office of the Ombudsman.

I work with the Office of the President to determine their role in a customer inquiry.  If the Office of the President has already been engaged, we ensure the customer inquiry is a priority for them and we establish a commitment that the Office of the President will get back to them. If the issue has not previously been escalated to the Office of the President, we advise the customer that we’ve engaged them to help resolve the issue.

If the customer is still not satisfied with the resolution after engaging with the Office of the President, I advise them to come to me so we can further investigate.

And what would you do at that point?

We seek the customer’s consent to access their records.

Then I ask the customer for their side of the issue. Next, I ask Rogers for their side of the issue. Then, I sit down and review the material and provide a recommendation in writing or over the phone. I would say that in 95% of the cases, we’re able to get the issue resolved to everybody’s satisfaction.

Do you look at customer inquiries as customer feedback? What’s next?

Yes. Absolutely. In the Ombudsman’s Office, I really have two mandates. The first is to provide an independent review of issues on behalf of customers. Secondly – and as importantly in my view -  is identifying the root  cause of issues. Often the issue relates to policies or processes that aren’t customer or employee friendly. Once we identify the cause, we work with the various departments within Rogers to recommend and implement policy and process changes. In 2010, there were actually 17 policies and procedures that were changed at Rogers as a result of cases that had come into the Office of the Ombudsman. I’ll give you an example. A customer was having trouble sending text messages to China in Chinese characters. They were able to receive Chinese character messages from China and they were able to send and receive Chinese text messages within Canada but when they originated a text message to China, in Chinese characters, it wasn’t going through. So we spent a lot of time investigating the root cause of the issue and traced the source to a new software upgrade involving one our partners. This was a case that took a lot of time, but we were able to resolve it – not only for him, but for many others that were experiencing a similar issue.

What are some of the key changes that Rogers has made to make it easier for customers to do business with us?

We’ve been making important changes to customer experience.  For example, we found that there were some system-related errors with order confirmation. The system that was supposed to send an email confirmation to customers confirming exactly what they had just purchased and agreed to was not functioning properly. We found the issues, investigated them with the business and got those resolved.

We’ve also implemented things like a data alert tool that alerts customers when they’ve reached 80 and 100 percent of their data use, 1 and 2 year contract terms and a variety of self-serve tools available through MyRogers.

Why the Ombudsman’s Office? What do you enjoy most about your job?

The most satisfying thing about being the Ombudsman is helping people resolve issues. In the majority of the cases I get involved in, there is an opportunity to help customers and I enjoy that portion of the job immensely.

Miranda MacDonald is a regular contributor to RedBoard

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Talking Android with Rogers Customers: What’s next for Android?

Rogers AndroidAndroid has taken on the Canadian mobile space with force. First, multiple smartphones were launched on the Android operating system, followed by a variety of tablets and most recently, Sony Ericsson launched the Sony Ericsson Xperia PLAY, the world’s first PlayStation certified smartphone.  Android continues to push consumer standards to the limit. In the third installment of Talking Android, we asked our customers what they think will be next for the Android platform.

 

What do you see in Android’s future? What’s next?

Chris - Android everywhere! Your Android smartphone will become your new computer in the next few years and it will be integrated with everything in your life we are already seeing it in home automation, TV’s and PVR control, PC remote access, multimedia, automobiles, mobile payments and so much more. The future is mobile computing and Android is the leader in this innovation.

Michael J. SchmidtAndroid is unstoppable! It is projected to be the number one smartphone OS by the end of 2011, and be on 50% of all smartphones by 2012. Of course it’s not just about phones. There are scores of Android tablets coming out right now in sizes from 7″ to 8.9″ and 10″. With the ability to dock and connect with a monitor and keyboard, your Android smartphone or tablet may very well become your computer in the near future, giving you access to all of your documents, music, photos, videos and TV – everywhere you go!

Bryan BakerAndroid is built on top of Linux. Until Android was launched, many companies swayed away from low power Netbook and tablets, because the Linux environment did not appeal to many users. With Android’s easy-to-use interface, we will now be seeing many more Android-powered mobile devices stretching from phones to tablets to dashboard vehicle kits. Android’s lack of limitations allows it to be adapted on to any medium of your choice. What’s next? Android-powered television? Stay tuned!

Stephen Lee - Less fragmentation and more solid platform with lots of new uses. Like adding Near Field Communications for making payments, I also think with the new tablets that multimedia will be making a big play, with new and better applications for streaming and playing all types of media. Augmented reality will also play a big role in the way android will be used.

 

Stephen Herskovits – Androids everywhere! We’re already seeing Android become the dominant smartphone OS but we are also starting to see Android appear in unlikely places such as TVs, ski goggles, e-readers, tablets, and so on. Since the code for Android is available to anybody, I think that Android will be the standard OS for almost any product: Car entertainment systems, electronic picture frames, wrist watches, alarm systems, etc.

 

Puleen Patel - I hope to see more tablets in Android’s future and hoping to see it becoming available to satisfy many different use cases from personal media players to in-dash navigation systems to being implemented in other tools and gadgets.

Don Rayner - Since the early days of Android there have been many improvement and added abilities that have made my experience with the Android platform even better than I could ever have hoped for when I first purchased my HTC Dream. There have been way too many new features and applications added to the Android platform over the last couple of years to even begin to brush the surface of what the platform is now capable of. With Android now supporting Near Field Communications (NFC) and the phone manufacturers starting to include NFC hardware in their Android powered devices, in the future you’ll be able to use your phone as a digital wallet to complete financial transactions just by tapping your phone to a sensor. Or, you’ll be able to swap contact information with someone just by touching your phones together.

 

Greg Carron - I strongly believe that Android, as a mature, advanced and extensible mobile platform will continue to grow at an accelerated pace over the next 5 years. The larger touch screen “Tablet” form factor will play a significant role in expanding Android’s global reach. With a strong and passionate developer community, I believe we will see Android begin to find its way onto more electronics and push the boundaries of embedded mobile devices. One of the more mainstream places we’ll see Android is in our televisions, I think that GoogleTV, once developers are able to design interactive and advanced apps, the access to internet data and the web will be very important. I also think that with the introduction of low cost smartphones Android will flourish and connect with a larger range of their typical user base.

Where do you see Android taking Canadian consumers?

In case you missed them, check out our previous Talking Android posts where we asked our customers about what makes Android so exciting and what apps they use and why.

Melanie Masson is a regular contributor of RedBoard

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What you want when you want it: upgrade early with Rogers

Can’t wait to get your hands on the new Sony Ericsson Xperia PLAY? Marking off the calendar days until you can upgrade to a new BlackBerry Torch?

That day could be today.

Rogers upgrade options have offered you the advantage of being able to upgrade your device before your contract ends. Our new “early upgrade” promotion allows you the added freedom and flexibility to upgrade your device as early as six months into your existing contract term.

How Does this Work?

An early upgrade fee is a one-time fee based on the device type you currently own and how many months you have until you’re eligible for new customer pricing under the current standard upgrade offer. Customers who do not want to upgrade early are still entitled to upgrade their hardware at the discounted device price before the end of their 3-year term, depending on eligibility under the current standard upgrade offers.

Under this new early upgrade promotion, the following fees will be used to determine the one-time early upgrade fee and refer to a customer’s current device (the one from which they’re upgrading):

  • $10 per month for voice or quick messaging devices
  • $15 per month for select smartphones, tablets and other eligible devices (i.e sticks, hubs)
  • $20 per month for premium devices (I.e  iPhone 4 and BlackBerry Torch)

Let’s Break That Down

Here is an example of an early upgrade offer: Jack is 20 months into a 3-year term on his Acer Liquid E and he really wants a new Samsung Nexus S. Instead of waiting 10 months until he is eligible to upgrade his device at a discounted price ($99.99), Jack can add $150 to the new customer price ($15 per month based on his current device x 10 months) to upgrade to the device at $249.99 on a new 3-year term (compared with $549.99 for the no-term price).

Pricing, eligibility and offers are subject to change so it’s always best to visit a local Rogers retail location where a customer service representative can check your eligibility. This new early upgrade offer applies to our entire lineup and replaces special device specific hardware upgrade offers we’ve had in the past, such as the iPhone 4 early upgrade offer.

Will you consider an early upgrade? We would love to hear your feedback in the comments below but please note that we cannot answer individual upgrade eligibility questions. Customers who are interested in an upgrade to a new device should visit a local Rogers retail location.

Mary Pretotto is a regular contributor to RedBoard

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