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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22 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.