From Customer Care to Rogers Office of the Ombudsman: How we resolve customer issues

At Rogers, we take our commitment to listening to you, our customers, seriously. Not only do we have a process in place for you to voice your concerns and resolve your issues quickly, we’re also the only telecommunications provider in North America to have an Ombudsman to provide an independent review of your unresolved concerns.

In 2012, 91 per cent of customers were satisfied with the Ombudsman’s resolution, according to the recently released Annual Report. As well, the majority of customer cases received by the Office of the Ombudsman were resolved within 30 days.

However, 74 per cent of cases submitted to the Ombudsman may have been resolved sooner by following the Rogers Four-Step Complaint Resolution Process:

The Office of the Ombudsman is the last step in our Four-Step Complaint Resolution Process, and most customer concerns get resolved quickly and efficiently by our Customer Care agents. But in the rare event that your concern can’t be resolved in the first three steps of our standard escalation process, the Office of the Ombudsman is there for you.

Click here to read more of the Office of the Ombudsman’s 2012 Annual Report.

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68 comments on “From Customer Care to Rogers Office of the Ombudsman: How we resolve customer issues

  1. Tom

    I have two issues with the whole process. First, you have eliminated email support. When this was first announced, it was alluded to that customers could now rely on the social media such as Facebook and Twitter to have issues resolved. But when Rogers blocks legitimate customers from using these means of contact because they do not like what they post, email would sure come in handy! It is a shame this was discontinued. Furthermore, email is convenient because the customer can send the email at their convenience and not have to wait on hold over the phone for inordinate amounts of time only to be shuffled from one department to another only to be potentially hung up on and have to start the whole process all over again. You did your customers a disservice by discontinuing email!

    Secondly, I once had an issue and had to contact the office of the Ombudsman because the Office of the President did not follow through on their promise to contact me. It was only because I contacted the Ombudsman that I finally received a call from the Office of the President. The Ombudsman was great, but the Office of the President was leaving a lot to be desired.

    1. Tom

      No comments from Rogers! Hmmmm! I am still puzzled as to why you promote the social media but ban legitimate customers from posting on the social media sites!

      1. RogersNicolas

        Hi Tom,

        If you came on Redboard this week, you may have noticed that WordPress was under maintenance.

        Sorry to hear about your issue. While we did remove email support, we introduced our social media team which is helping customers on Facebook, Twitter and forums. As far as written communications are concerned, you may also be assisted via Live Chat.

      2. Tom

        You missed my point Nicolas. I have been banned from posting on your Facebook page, yet I am a legitimate customer. In fact I have two separate accounts with Rogers and spend a lot of money. However, because one of your social media reps did not like something I posted, the social media is not something I can use, unless of course you can pitch in and help to remove my ban! What is the point of using the social media if you prevent people from posting?

      3. RogersNicolas

        Hi Tom,

        I know where you come from but, before the ban was issued, you had already been asked to review our commenting policy which is mainly based on courtesy and respect. The same rules apply in the Community Forums where you continue to be an active user. Send me us a PM on Facebook and we’ll be happy to review this situation with you.

  2. beck

    I really dont think nicholas should be the representitve from rogers to reply to post, he is often cold and fails to ever answer questions, he is always refering people to look elsewhere for what they requested

    1. RogersNicolas

      Hi Beck,

      I’m truly sorry to hear you feel that way. I always strive to share all the info we have at hand and provide great customer experience. I might refer to Twitter or Facebook for customer support related-questions since Redboard isn’t a Care platform. This being said, I’m more than happy to listen to feedback, if you have anything in particular in mind and will be sending you an email to know more about it.

  3. Joe DAmario

    Please help me understand the rationale behind removing Sesame Street from programming on Channel 100- On Demand.

  4. michelle

    I am getting really annoyed with Rogers services. I have been with Rogers for more than a decade and thought of switching but stayed loyal. Whenever I have issue with customer service have no answers for me.

    Concerns
    I tried upgrading to a new cell phone device because the one I have are giving me problems. My 2 year term ends this month but now they are telling me that I have signed for 3 years which change without my knowledge.

    My rewards program they introduced…I currently have 15,000 points which I can’t even redeem on anything because I was told that nothing is available. Then why have this program if you can’t provide?

    1. RogersMike

      So sorry for the issues, Michelle. Could you kindly reach out to our customer service team on Twitter @RogersHelps or Facebook.com/Rogers? They can assist there.

  5. michelle

    Hi

    Under this code I just learned….

    •Domestic data overage charges will be capped at $50 per billing cycle

    in regards to this..a couple of months ago i was charged $452 for my data overage. I was surprise to see that bill and called them up. I told them that i wasn’t aware of that charges. I was told that it was used and I have to pay for it. Why is it that i did not get a call no notify me of the situation and just surprise me with that charges

  6. Christopher

    Absolutely not impressed with this company as of today.

    Tried to upgrade my device (which was damaged), have to pay an early upgrade fee – which is fine. Was told that my $55 plan now jumps to $80/month for the exact same features I have on my existing plan. The reason? Apparently the Sony Xperia Z1 (2014 model) is a more advanced phone than my existing one. What a poor reason.

    So after a call to customer relations, I was told by a smug-sounding rep that the best she could do was $70/month. By the way, I also dislike being talked over by any customer service rep like this one did to me.

    So here is some smugness. I will take my Rogers business (cable/internet/wireless). And transfer to another provider. And yes, I can get pretty much the same wireless service from another provider, for very close to my current $55/month. Let’s face it, all companies are the same, but Rogers seems exceptionally poor when dealing with these issues.

    1. RogersMike

      Truly apologize for the experience, Christopher. When upgrading to another device, you would need to change to one of our Share Everything plans. If you’d like, feel free to reach out to our customer service specialists on Twitter @RogersHelps or on Facebook.com/Rogers for additional assistance.

      1. Christopher

        RogersMike, it just goes to demonstrate that Rogers has no interest in holding on to existing customers. When a plan jumps from $55 to $80 for no reason, then I’m treated to a rude experience by one of the Customer Care team, it’s time to move services elsewhere. Loyalty department wouldn’t even get on the line with me – told the agent at the call centre that they had nothing to offer me. I doubt that a Rogers rep from twitter of facebook will change anything.

        Share Everything plan? What am I sharing? I have one wireless device.

      2. RogersMike

        Our social media reps are pretty amazing, you should definitely reach out to them before you make a decision.

  7. mary joy moore

    I have had several issues with Rogers,since I signed with them in August,2010. In March 2015, I was so frustrated that I sent a Registered letter to the office of the president. Rogers has not even bothered to aknowledge my letter. My next step is to go public. Joy Moore

    1. RogersMike

      Our customer care team would be happy to look into the situation to find out what happened with the letter. Please reach out to them on Twitter @RogersHelps or on Facebook.com/Rogers.

      1. mary joy moore

        I don’t like doing things on facebook and don’t have a twitter account. How do I talk to a live person?

      2. RogersMike

        Sure, I can have someone contact you. I’m going to have the team send you an e-mail requesting contact information. Hope everything gets resolved quickly!

  8. Breigh

    Hello, there is an issue with my bill and Rogers keeps calling saying that I owe 1037.40 for the phone I apparently didn’t send back and an added charge. I am not paying this as I sent all devices I have, back.

    1. RogersMike

      Good morning! I’d recommend contacting our customer service team on Twitter @RogersHelps or on Facebook.com/Rogers – they’ll be able to investigate the situation for you.

  9. Eleonore Heidinger

    The Rogers Online Protection key has expired!!! This has been going on since April 24th, 2015 and none of your Rogers TechXpert employees have been able to fix this situation, turned over to a manager as well. Does this mean I have no protection whatsoever? Please advise A.S.A.P, prior to our seeking another carrier!!!

    1. RogersMike

      Hi Eleonore – could you please reach out to our support team on Twitter @RogersHelps or on Facebook.com/Rogers? They can investigate the situation and help fix your issue.

  10. Naveen

    Hi there i am long time customer of rogers since i landed in this country more than 12 years dont having a major issue as long as i was bachlor but not anymore i got married and having a little boy, being with a family i got so much liability and bills to pay . I have rogers hi speed internate, tv and cell phone connection with rogers. My rogers bills going to beyond my limit paying too much since i got new phone on x mass time due to having my old phone problems. I just want to squees my bills please give me a better deal and some discount so i will keep continue contract with rogers. thanks for your time. I will look forward to your reply

    1. RogersMike

      Hey Naveen! We don’t provide customer service on Redboard, but our team on Twitter @RogersHelps or Facebook.com/Rogers would be more than happy to look at your account to see what they can offer. :) Good luck!

  11. Anabell Zapata

    Dear Sir/Madam,

    Mane is Anabel Zapata very loyal customer for Rogers. I am writing today to complain of the underprivileged service I received from your company on June 10, 2015 at 8.44 pm until 11:00 pm. I was called and your customers rep name Brenda to adjust my June Bills, which I have been called for the last 4 months for the same things repeatedly.
    I faced problems giving all the details and finally decision to managers and client rep. and waiting for 2:00 hrs and finally the Rep name Brenda on the phone with the same issues for so long and did not know that you having charging that huge amount money, I am appalled. This is unethical and an abuse of invoices practices. She was very unprofessional and not very useful she said that it’s your bill that what you have to pay

    Brenda, she hang up on me without any resolution; very awfully to myself what she did and then I called again be on the phone for more the 3 hrs be on hold and then nobody pick up the phone from 10:00 pm until 12:00 pm . That tell you how revolting and atrocious l I am with your company.

    I am try to pay my bill and she was very rude tell me laid after laid try to confused me. Last bills was 349.00 and after 5 hrs on the phone they adjust and they promises that my bill for this months will be showing the correct amount $ 145.00 for the 3 items cell, cable and internet.

    I had been a customer of Rogers from past 20 years very loyal and excellent credit history. It is disappointing that Rogers such a huge company will be so unprofessional and the Customers Rep they are hopeless that don’t care about the customers at all which it very horrific.

    I would afford you one final opportunity to reconsider your position and confirm to me
    Today, that you will (reimburse the charges) or alternatively send me a letter of deadlock. If I do not hear from you within this timeframe, I will refer this dispute this with social media. Rogers Publishing and Media – Contact the Office of the President Office of the Ombudsman’

    I trust this is not the way That Awful Company wishes to conduct business with valued customers—I have been with you since the company was founded and have encountered such treatment before and now. I would welcome the opportunity to discuss matters further and to learn of how you propose to prevent a similar situation from recurring. I look forward to hearing from you.
    Yours faithfully,
    Anabell Zapata

    1. RogersMike

      I will have someone contact you via e-mail, Anabell. Hopefully we can resolve this as soon as possible!

  12. Daniel Greenwood

    Hi

    I originally sent this to the complaints department.

    Shall we say I have a concern with all of the above issues.I want to keep this as short as possible since the amount of time I wasted with Rogers is beyond comprehension.

    The 1st problem happened when I spoke to a rep and he convinced me to upgrade my services which I did.All contacts with your people you have on file.I called back a few weeks later when I noticed there was something wrong with the amount of money for the services I ordered was different from what I agreed.After a half hour wait I spoke to this person around 15-20 minutes and he explained to me the original sales guy entered a wrong code and that was why it was differant.He went to change it but one of the reps he asked said they can’t change it to the original deal I was offered and I had to take the offer with a PVR box which was more expensive.This did not sit well with me and I called back again and spoke with someone else who agreed it could be changed back to the original amount which was the 1st three months at $72.00 (These figures aren’t exact) after which it goes up to around $105.00 including tax.This other call took about another 30 minutes including the wait.

    The next episode happened this morning,.I called your Rutherford and Bathurst store which is a full service store.I told him my intention of buying a 3rd party PVR box including digital conversion.He said all I had to do was call in to the support line to activate it.They will charge me $7.50 a month and there would be no need to send a technician if the outlet was live.So I spent an hour driving to a Best Buy store and purchased it.When I called in I was told by your Cable technician or rep that since the box is not one which is on your list they cannot activate it.Why couldn’t your rep this morning tell me this from the store.I am fed up.This is not called service but its called a bunch of people whom you are hiring who are not properly trained screwing things up and making life difficult for your loyal Customers.

    I don’t know what you can do for me.Perhaps a free rental of a PVR box for a number of months,Perhaps taking me out of the service I agreed upon so I can take another look at what I should do next.All I can tell you is a few of the newspapers write columns on people who are mistreated by large Corporations.I happen to be one of them.What do we do next

    1. RogersMike

      Hi Daniel, truly apologize for the poor experience. Although we don’t provide customer service via Redboard, I’d highly recommend sending a private message to our customer service team on Facebook.com/Rogers – they’d be happy to help!

  13. clive emdon

    Greetings Allison Fitton of Rogers! June 16
    I would like to understand how and why Rogers allow con-jobs to persist at the rate they do on your service, without action against them.
    I’ve been plagued by a group of persons announcing that I am the winner of a grand prizes, ranging from $999 to $10-million. The former related to a prize coming via a casino in the US from Readers Digest. The second one was described as a prize from my grocery store to its 350 regular clients (which of course is rediculous). I’m civil and don’t cut them off immediately and they then suggest the only way to enable me to get that prize is to place a $500 payment down in advance showing the bank receipt when sent, to demonstrate my authenticity– clearly a con-job of sorts. Then they don’t stop there, they make more and more calls, trying to track me back to find out if and when I made the payment.
    I checked both the grocery store and the casino to see if there was any truth in their story, to be told “No nothing of the kind!” The grocery story said it’s only competition was for a year’s free food products.
    I have complained to Rogers but get no response despite the call service person trying the number and confirming that she thought it was a con-job.
    The numbers in question were: 1876816 1827 (any number of calls, the last being on June 9 at 12.22pm) and in the last week:1 876 363 4085 (twice, and I have the exact time of each call, June 9 at 1.56 pm and June 10 at 11.06am.).
    I would support your service having a ‘report line’ for such calls, linked to the police. With proper follow-up.
    Best regards,
    Clive

    1. RogersMike

      Good afternoon, Clive. Suspected fraud calls would need to be reported via the Canadian Anti-Fraud Centre. They’d be able to help!

  14. Valerie Black

    How do I contact the Office of the President? If I click above it just takes me to your Support-Contact Us page. There is no link or contact info for the Office of the President

    1. RogersMike

      This post is from 2013, so it’s a bit outdated – this process no longer exists. If you complete the form here, you should get a manager contact you.

      1. Valerie Black

        I’ve done that – not satisfied. The following is on a Jun 18, 2015 Confirmation of Account Change Details:

        ‘If you have a concern that was not resolved, then we invite you to submit a Share A Concern form (located at rogers.com/contactus) and we’ll respond within 1 business day. If you’re not satisfied with the resolution by one of our management team members, then you also have the option to speak to our Office Of The President or even directly with the Ombudsman office. Finally, you can also write to the Commissioner for Complaints for Telecommunications Services (CCTS): http://www.ccts-cprst.ca or 1-888-221-1687.”

        No phone number or other contact info for Office Of The President provided.

      2. RogersMike

        The form on the Contact Us page goes to a general mailbox where the owner of the mailbox reviews all submissions. They proceed to assign each submission to the appropriate team, whether it be management or Office of the President. If you have already spoken with management and were not satisfied, when you share your concern again, you should be directed to the Office of the President (they don’t have a direct phone number).

  15. patricia fitzgerald

    i spent well over 30 minutes getting the most basic information from the rep on the phone. her name was Lean. please listen to the recordng. this occurred on June 24th. It occurred to me that rogers trains its customer care reps to be pleasant but virtually useless. id rather have someone brusque but effective.

  16. patricia fitzgerald

    how do i get in touch with the ombudsmans office . what is the email address. are u really just trying to waste peoples time when u direct me back to a page that sends me right back into the morass i just emerged from
    Please send me the ombudsmans email so that i can get a response to my complaint and not have any more of my time wasted. is your complaint service just a way to wear customers down

    1. RogersMike

      The Ombudsman’s e-mail is ombudsman@rci.rogers.com.

  17. patricia fitzgerald

    Ok, so I just got an email from rogers. apparently i am now a level 1 customer, not a level 2 customer. However, because my husband has already opened a myaccount online, I cannot even though i am now a level 1 customer. what was the point in wasting my time and giving me level 1 status on the account when it didnt help me get access. would u please specifically address this

    1. RogersMike

      We don’t provide customer support on here, Patricia. I’d recommend reaching out to our customer service reps on Twitter @RogersHelps or Facebook.com/Rogers. They’ll be able to assist.

  18. patricia fitzgerald

    Also, why dont u send email reminders that end of billing cycle bills are available online. isnt that a straightforward way of reminding customers that their online bills are ready. In frustration, I’ve requested that paper bills be restored.
    I agree with Toms comments. A single customer care rep can never deal with the entire issue. the passing on of the problem to a second and even multiple others is unrelenting. Its not a surprise that customers express extreme frustration and its not a surprise that Rogers customer complaint service is rated as “disappointing”

    1. RogersMike

      We do send e-mails to customers when their bill is ready – it comes from Rogers.online.bill-w@rci.rogers.com. Perhaps your e-mail address that we have in the system is incorrect? Again, please reach out to the team on Twitter/Facebook, and they can determine why you’re not getting the e-mail.

  19. christopher gulley

    hi i am contacting you in regards to my rodgers account that was cancelled two months ago they continue to call me in regards to this account i had put a three hundred dollar deposit down when i took this account i switched services and cancelled this accounti have been waitingon my final bill to be sent to me minus the three hundred dollar deposit i did if i cant get this matter resolved i will have no choice but to take legal action to get this matter settled my lawyer is laura glydenburg they gave me this site to try to get this matter resolved if we cant then i will take legal action to get this settled thanks for your time

    1. RogersMike

      Hi Christopher – I’ll have our customer care team contact you via e-mail as soon as possible.

  20. Grisza laufman

    I am 71years old ,long loyal customer.i am so frustrated whit being constantly bombarded whit TEXT MSGS ,my wife and brothers don’t have this problems we all have same phones ( I PHONES different providers) I already spent soooo MANY hours whit customer service,and seems to me that this can NOT possible to resolve.i will have to look for different provider if that what CORP WHANT

    1. RogersMike

      Who are the text messages from? Is it always the same number or is it multiple numbers?

  21. Mike Tyrrell

    Hi, does the Rogers Ombudsman deal with issues regarding Rogers Community access stations?

    1. RogersMike

      Yes they do. They will get back to you shortly!

      1. Mike Tyrrell

        Thank you!

  22. Lena Taylor

    Hi,

    Today I dialed a number using my cell phone and the number was out of service. I was immediately redirected to an automated message to press #2030 or similar code to what the message announced as a national telephone directory. Approximately 20 seconds into the lengthy message I final hear that you must be over 18 to use this service and it costs $4.99.

    Rogers has refused to take my number out of the automatic redial to this unnecessary and hideously expensive service. (I’ve no doubt Rogers takes a cut of anyone stupid enough to think its a free service.)

    In the future all that should occur when a number is out of service is a message that the number I dialed is no longer in service.

    Appreciate your assistance.

    (Today I learned there is a facebook page on I hate rogers. Sorry to say I understand why some individuals may be driven that far.)

    1. RogersMike

      Thanks for the feedback! Will pass it along internally.

  23. Emmanuel Efraimidis

    Spent more than 6 hours over 2 days dealing with nothing but incompetent people. We have been a Rogers customer for more than 20 years and spend more than $300 per month on the various services. They decided to update the Next box and wiped all of our PVR recordings. All of our kids movies, shows and other recordings gone. This was further exacerbated by dealing with absolutely useless people in various departments giving us conflicting stories….yes it will retrieved to no sorry, nothing we can do for you. Frustrated, angry and feeling completely ripped are only a few emotions that we are feeling. This is how a high valued client gets treated? Truly unfathomable!

    1. RogersMike

      I sincerely apologize for the troubles, Emmanuel. Please contact our support team on Twitter @RogersHelps or Facebook.com/Rogers – hopefully they’ll be able to make things right.

  24. Mike Tyrrell

    Hi,

    I just wanted to say thanks to the Rogers Ombudsman office for helping to resolve my issue so promptly. I’m not sure the issue will stay resolved, as I believe it may be a cultural challenge (which can be tough to expunge when you have employees that have been around for over 30 years) but I am hoping that it does remain resolved. I feel that my complaint was taken seriously and dealt with very quickly and fairly. This has gone a long way to restoring my faith in Rogers. I hope others find satisfactory solutions to their issues as I did. Thank you for your help.

    1. rogershayleyf

      So glad things were resolved to your satisfaction, Mike. We truly appreciate your loyalty as a customer and hope you have a good experience with our services moving forward :) Have a great weekend!

  25. Shawn Kerr

    Hi, sorry to bother but I can’t seem to find an email for rogers. Can you assist?

    Shawn

    1. rogershayleyf

      Hi Shawn – are you trying to contact someone at Rogers in specific? Or a specific department?

  26. rita Litherland

    I have been a 20 year plus rogers customer. I have dealt with office of the president for the same issues that continue to be ongoing. I have 3 phones with rogers. Two have data. I have questioned them regulary regarding the extra 10 charges on 2 phones, They said it was overage and to avoid these charges to input a tracker and turn data off. I even was told to go thru a process that won’t allow u to go over that can be imputed. this was all done and to no avail the bill is still the same. i am beginning to question the billing. i have dealt with a tanya fro the oop. my last submissions did not receive a foollow up. I am frustrated with the time and money it has cost me trying to resolve this.

    1. RogersMike

      Hi Rita – apologies for the experience. I’ll have someone contact you via e-mail to discuss.

  27. Mike

    https://www.rogers.com/web/content/contactus

    This is your email contact? This is nonsense. On to my issue

    Hello,

    I am a long time customer and for the most part have enjoyed Rogers services however your most recent change has compelled me to express my displeasure as watching tv has become almost unbearable.

    The new PVR/Guide is very disappointing. Firstly, there is a giant timeline through the guide itself which is very distracting. There is a clock on my pvr itself and the time shows in the top right corner, the big line through the guide is overkill and simply distracting and unnecessary.

    Secondly the system is slow, and laggy. Much slower than its predecessor.

    Thirdly and most concerning is the functionality of the pvr itself. Again, its slow to bring up. The functionality of it is really poor. The tv stops when brought up. It doesn’t show whats currently recording at the front/top until its 100% finished. If you have lots if recordings you have to continually scroll down to the bottom regardless of having it sorted alphabetically or not, and its super choppy/laggy in doing so. Its not nearly as user friendly

    There is no way to easily bring up all your recorded series, no way actually at all. For instance I recorded one series on one channel, than recorded the same show on another channel and could not bring up the original channel to cancel which was easily down with your old menu. This ones functionality from top to bottom is inferior… By a lot.

    I am a fan of most things Rogers but your new guide is really a bad experience right now as its very user unfriendly and seems highly incomplete and unfunctional. You should take the new user interface and incorporate all the old features. This one needs drastic improvements both esthetically and in functionality. Its slow, unresponsive and not functional, especially in comparison to the old guide. Hopefully there are some Drastic improvements, especially as it relates to the PVR.

    1. RogersMike

      Appreciate the feedback. I’d recommend posting these suggestions to our Idea Box where the appropriate team will review.

  28. ron

    how do i fi.d the # to conact the president. Rodgers will not help me past step two. Thanks Ron

    1. rogershayleyf

      Hi Ron – just to clarify, are you looking for the # to the Office of the President?

  29. amna safdar

    you guys are rip off. charged me more than i was quoted for. RIP OFF total rip off. charging me more and rip off. my brother pays 62 unlimited data with fido and you charge 90 for 2g. pathetic

    1. rogershayleyf

      Hi Amna – sorry you’re so upset. Please contact our support team on Twitter @RogersHelps or Facebook.com/Rogers and they can look into your account and see what we can do for you.

  30. Nicole Poitras

    I recently received the worse service ever from Roger’s I very upset with the service when you would like to upgrade your phone you talk with someone at Rogers but when you go to pick up at Store completly different Story no happy with the service I received the person was not even able to read note in my account no good

    1. RogersMike

      Apologies for the experience, Nicole. Could you kindly reach out to our customer service team on Twitter @RogersHelps or Facebook.com/Rogers? They’ll be able to help!