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Archive for May, 2011
For 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.
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
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
In 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
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