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

OmbudsmanAt 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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  1. 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.

    • 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!

      • RogersNicolas says: July 20th, 2013 a 3:04pm

        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.

        • 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?

          • RogersNicolas says: July 24th, 2013 a 2:16pm

            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. 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

    • RogersNicolas says: August 6th, 2013 a 1:17pm

      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.