Introducing Rogers TechXpert: 24/7 immediate extended tech support for a stress-free home

By: RogersKaili

July 12th, 2012 a 9:38am

Some of us are more tech savvy than others and in today’s world of evolving electronics and increasingly complex connected devices, it can be confusing trying to maintain a healthy digital life. Even if you pride yourself on being your family’s resident tech person, sometimes the issue may just be beyond your realm of expertise.

Imagine if you had your own personal technology expert whom you could reach any minute of the day by phone or online chat– no appointments needed.

Technophobes breathe a collective sigh of relief

The recently launched Rogers TechXpert service provides 24/7 extended technology support for your computers and other connected devices. You can focus on your life and have a specialized technology expert handle your tech. Assistance goes above and beyond your traditional Rogers services. Rogers TechXpert agents help with the products or software that are built and sold by other manufacturers or retailers.

Over the past year, the service has been offered on a trial period and the problem resolution rate has been 95 to 97 percent. Currently available to Rogers Hi-Speed Internet customers, you can sign up for one-time support or for a month-to-month subscription for up to three computers with Rogers TechXpert for Computers ($9.99/per month) or a subscription that also includes your other devices with Rogers TechXpert Whole Home ($14.99 per month).

Here’s a possible scenario: Your daughter is staying up late putting the finishing touches on her project and she discovers she is unable to print it for school the next day. You try to fix it for her, but you’re stumped. Instead of painstakingly troubleshooting all night, you can instantly connect with a Rogers TechXpert agent for help via online chat or phone. With your permission, an agent can securely remote into your computer and troubleshoot your printer connectivity. If you’re using a PC, agents can also install a dashboard on your computer which initiates scans and health checks in order to monitor the continued wellbeing of your computer.

Recently my colleague Miranda caught up with Rogers TechXpert Advisors, Tim and Andjelko. Check out this video for an overview of how a Rogers TechXpert agent can help simplify the tech in your life:

You can sign up for a free one month trial to test it out. Visit rogers.com/techxpert or call 1-855-885-0178.

Kaili is a regular contributor to RedBoard

The information in this post is current at the date of posting and is subject to change without notice.

Rating: 3.5/5 (4 votes cast)

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General

Tags:

computer, HELP, how to, Rogers, setup, support, tech support, technology, TechXpert, virus

3 Comments

Fix The CRTC says: July 13th, 2012 a 9:18am

So instead of offering your customers competent Customer Service, you’ve now made it a premium add-on service that costs $15 a month?
- Rogers_Chris says: July 13th, 2012 a 1:54pm
  
  We are passionate about understanding our customer’s needs and providing the best support services possible. Rogers baseline support remains dedicated to helping our customers with all their Rogers products and services. We know that our customers experience issues with their technology not offered by Rogers, which is why we created an extended support service to cater to that emerging need in our customer base. The two services, baseline support and Rogers TechXpert, are separate entities and deal with different issues and customer needs. For example, baseline support will continue to assist consumers with new cell phone plans, questions about their cable package, and inquiries about their Hi-Speed Internet, by calling 1-888-Rogers1. Rogers TechXpert on the other hand will focus on your computer’s overall health; for instance an agent will securely remote into a customer’s computer to remove viruses or malware or help customers properly and safely connect their devices, such as printers or gaming consoles to their home network.
  - Fix The CRTC says: July 13th, 2012 a 4:45pm
    
    Unfortunately, the baseline CS reps aren’t qualified to know whether a problem is caused by Rogers technology (modems, set-top boxes, buggy software etc.) or by non-Rogers PCs, TVs, printers etc.
    
    The default response from baseline CS reps will be that’s it’s always the fault of non-Rogers equipment, and only TechXpert can fix it. And it will cost your customers $14.99 a month to prove otherwise.