To: [email protected]
From: Mack L.
Date: September 4, 2003
Subject: My share of Rogers
First of all, I would like to
start off with my thanks to you for standing up to this life
sucking scum corporation. Keep it up soldier!
Our dealing with this leech corporation began in September
of last year. Their cable service to be more specific. Originally,
at our old residence, we had been using Bell ExpressVu services
and were quite pleased with the quality of the content along
with decent customer service. Around the
closing date of our new dwelling, we made a collective decision
to try Rogers' Cable for a change. I called their order desk
requesting a special deal as I was moving from their competitor,
I wasn't offered much other than to waive the $100 installation
charge and give me reduced rate highspeed
service for additional months. I accepted it and I was offered
to pick between different three hour windows; I picked 5PM
to 8PM. I reached my residence on the designated day at 4:30,
take notice that we hadn't yet moved in though we were in
charge of the property at the time. So, I sit through the
hot day waiting for the installer to show up any time to no
avail. I waited for 4hrs w/o leaving the area for one minute
then I finally decided to give up and head home. I had nothing
to drink or eat for those 4 hours, I was afraid to leave as
I didn't want the guy to show up after I had left to grab
something to eat/drink. It was around 8:50 when I receive
a call from the dispatch who says to me that installer is
waiting but nobody's there. He's rather rude which angers
me, anyhow, I keep my cool and we agree on next day from 0800
to 1100hrs. This time, the installer does show up on time,
from an outsourced company, I won't name the company though.
The person seemed like a nice guy.
I follow him along while he's doing the installation, there
were many critical points he missed such as proper grounding(well,
originally I thought the person who's in the profession would
know better and he will probably do it later, but he didn't).
All the internal wiring he did was satisfactory minus the
grounding part which I thought he would do. Now, this is where
the horror begins(Perhaps it began right when we decided to
deal with Rogers?). The installer had trouble finding the
Coax from the junction splitter that lead to my premises,
he did manage to find a black wire, but it happened to be
my telephone wire which had my lot number on it(he was looking
for a black coax with same properties). Rather than having
a second thought about it, he cut the wire. I believe, if
I were to give a Coax and that black wire cut to a 13 year
old, they would be able to tell the difference. I ask the
person; "WTF did you just do? Can't you tell apart a Coax
from regular cable?" I go inside to check my phones, they
were all dead. He says sorry to me, but offers no help in
After that, he does manage to find right Coax, and guess what,
there was no cutting or crimping involved, as the cable already
had a connector on it. He simply patches the cable to the
splitter, and confirms that the modem has sync. After he's
done his tests, he decides to leave, but I ask him for his
help with my telephone. He says he has to go to other appointments
but he asks me if I want to use his phone to call Bell to
have it repaired. I said fine, so I call 310-BELL. I am told
to call 611 as they deal with line repair issues. I call 611,
and guess what? That took me to Rogers' repair service as
that was his work phone and provided by mighty Rogers, so
I could not reach Bell 611. The guy leaves after that. I am
out there, diging up wires from underground on a Saturday
morning when I got other things to do. People around the neighbourhood
are giving me weird looks, why shouldn't
they? The underground box was full of mud and water, while
the telephone cable the person cut was shielded by a 1MM copper
braid which caused many cuts on my fingers as I did not have
proper tools or gloves(hey, I wasn't expecting that big of
a screwup). I had so much trouble stripping and
joining the wires(I had to join all 4 pairs, as I couldn't
tell which ones were active or dry) with all the silicone
and thick copper braid. Every time, I try to twist same coloured
pair, the wire would brake. It was essential that I get them
all connected since I had to make the 611 call from within
Bell Network and I didn't feel like begging around an unknown
neighbourhood(at the time, it was) to make a phone call to
correct some monkey's
mistake. I did manage to connect pairs and call 611, but it
took good 2hrs of my time.
We have moved in and connected our 57" Sony HDTV Monitor to
Rogers' cable, WARNING: Brace for impact!, and behold shit
quality picture. The picture is so grainy that it almost took
away our interest in watching TV. We call Rogers and complain,
we are given the run arounds, mostly our TV was blamed. What
ticked me off was, that they blamed our TV and I knew it was
not the problem as we were watching crisp and clear satellite
service on a few days earlier. Few calls later, the blame
shifts over to the wiring(hehe, this one really cracked me
up knowing that the wiring in the area isn't more than a year
old). I was offered to take their Digital Cable service to
rectify the situtation, but I knew for a fact that not all
the channels are digital on their so called digital cable,
especially the CBC Newsworld which I mostly watch. I wasn't
going to pay more for same service. Oh well, I accepted the
grainyness and moved on as I knew I couldn't get much done
My internet service wasn't that bad though, but there was
one thing, that was clearly their responsibility where I was
given the run arounds. The main 5-1Ghz splitter they used
had one of its outputs die, and it happend to be the internet
side. So, I troubleshoot myself why the modem had no sync,
and I discover it was the splitter. I call their Monkey
Tech Support # to get a Monkey
on the other end(isn't it understood & expected though?).
I explain what I had done to the person, yet he's making me
go through the script. Wanted to make sure the cable etc was
fine, that modem wasn't near anything electrical components
etc. He almost had me pull my hair, but I did manage
to convince him so a trouble ticket was open and a tech was
dispatched. I already had removed the splitter for the tech
support person and had it next to the door, my doorbell rings,
its a red cubevan driving Monkey.
I give him the splitter and ask for a new one, but he insisted
that he had to conduct
tests etc but I wasn't so sure of letting another idiot touch
my perfectly working wiring(see above). I really value my
time, but then again, who doesn't? I decide to let him in,
as our talks were getting us no where, he hooks up the splitter,
lets the modem sync and leaves.
A few months later, I cut off my internet service when the
special was over and I didn't feel like it was worth my hard
earned $45 + tax every month. Got satellite and the same TV
is functioning like it used to with 100% digital crisp and
For those of you using Rogers' Services, make sure to get
your hair insured ASAP, you may need a hair transplant sooner
than you think.
WOW! That is a rant! These
rat bastards sucked from start to finish with you (big surprise).
I would love to know what they did to screw up the grounding.
If you click HERE
you can see what they did to my neighbour when it came to
grounding. Fortunately with satellite, not only is the reception
and service infinitely better, but your hair will all grow
back and thicker than it was when you were with ROGERS!
PS Good use of the
To: [email protected]
From: The Bird
Date: September 8, 2003
Subject: Heres my
Heres my story. I WORKED
for the bastards at Rogers.
I cant say what town Im in because of a court
order, or mention any names. But Rogers has so many people
dialing for them, I could be from anywhere.
For over a year I worked as a Rogers Customer Service Representative
(CSR). It was at a call centre where we were all low-paid
sub-contractors for Rogers, much like the goofs in the rusting
sub-contracted vans who pretend to be skilled cable/internet
I have personally spoken with thousands of Rogers customers.
The majority of Rogers customers dont like Rogers,
with the minority split between those that are indifferent,
and those that hate them passionately. I have never spoken
to a single person who "loves" Rogers, or shared
with me a long yarn about years and years of great service
and great people to deal with.
Ill never forget an Italian man who started screaming
at me the instant I said "Rogers." "They are
the worst company in the universe," he screamed. Earlier
that day, Rogers had just sued the man for six dollars. Even
the biggest lumps of white trash on Judge Judy wouldnt
bother suing somebody for six dollars...and that would be
in American dollars, too! The reason why Rogers will have
their on-staff lawyers draw up a lawsuit based on their twisted
view of things is because most ordinary folks cant afford
$150-$300/hour to hire a lawyer to defend themselves against
Rogers, and Legal Aid wont get involved, either. So,
for the fiddling sum of six dollars, Rogers can spoil a mans
perfect credit record, because after they win, theyll
report you to the Credit Bureau. Even if youre right,
their lawyer will throw so much horseshit at you that youll
likely make a mistake and lose. Once youve lost, Rogers
will punish you by damaging your credit. What if YOU want
to sue them? Too bad...remember what I said about the cost
of justice? The abhorrent aspect of this is that Rogers WILL
sue you for next to nothing, and would rather kick your ass
while you cant afford a lawyer, and spend a few thousand
to do it, rather than to admit they were wrong, and give you
a credit. Its by design. Its a mindset engineered
to show their customers who the boss is. With Rogers, youre
never the boss. And that was just one story.
We phoned people six days a week, from 10AM to 9PM weekdays,
and from 10AM to 4PM Saturdays. There may be other hours at
other call centres, but those were my hours.
The poor Rogers customers! How I hated having to bother those
people with those crappy offers! I was there, selling Rogers
hispeed internet to people as it melted down in public. "Isnt
Rogers internet going bankrupt?" people would ask. We
condescended to these good people, treated them like children
on a snow day, as if they were asking just to be a part of
the emergency. I hated doing that. A news story would show
up in the Globe and Mail about the upcoming Rogers internet
disaster, and we were given a hastily scribbled, photocopied
script to keep at the side (so it didnt get into the
"official" Rogers pitch on our computer screens,
natch) to use when we were asked about Rogers internet
problems. We were told to say ANY report was not true. Ha!
As if! As if the Globe, or any OTHER newspaper in Canada could
get away with printing a story based on LIES about Rogers
the company that sues people for six dollars.
Of course it was true! Who can you trust a big newspaper,
or a sinking companys telemarketing reps? [email protected]
was really [email protected], and Excite was sinking in the United
States, and eventually DID go bankrupt. Rogers kept lying
for as long as it could, right up until Excite started issuing
press releases in the USA, letting all know it was heading
Rogers knew damn well that was gonna happen, but judging by
how badly they handled things, you could almost think that
they didnt know. That means that they were either stupid
as hell and didnt follow any of the reports in the US
about their REAL provider, or, they were evil, and made the
transition as difficult as possible for their customers, not
caring that as they kept up the facade of solid service, they
were scrambling to find a way to make the transition. They
were buying time, and all the while lied to their customers
in order to keep them. If we told people the truth, some would
likely have left Rogers as well they should. Only after Excite
publicly collapsed did Rogers then admit it and start moving
their customers to their own network, during the time Excite
was up only long enough for all its users to begin leaving
the sinking and doomed ship.
Yes, the customer was right. [email protected] was going bankrupt.
And yes, I did lie and tell people with questions that the
reports were not true. They WERE true, Rogers would have sued
the newspapers if they were lying. Rogers knew people were
reading the newspapers, so they knew what was being said and
issued tactics to meet the stories. The didnt sue the
papers. The only action Rogers took was to instruct my boss,
who then instructed me, to lie...to you, the Rogers customer.
Tons of people lost irreplaceable emailed material in their
[email protected] accounts. Changing your email over is a complicated
thing for the best of us, and some people arent very
computer literate. It was a mean and heartless thing for Rogers
In their stupidity to get people to put up with the monster
delays if they DARED to phone and ask for a tech to help them
figure the mess out, and to get their customers to transfer
abruptly (and to distract them, as well), Rogers started up
a contest that people could enter after theyd completed
the transition. Great, only people now phoned the SAME lines
to make sure they had entered the contest properly, AND with
their questions about the service itself. This, of course,
just tied up Rogers pitiful customer service even more
than normal at an already horrible time.
I apologize for lying, everybody. I had no choice.
I was only making $9.50 an hour when I was fired, and I started
at $8.25 or $8.50 (cant remember) an hour over a year
ago. I live on my own. Its not a lot of money. Basically,
all telemarketing jobs suck ass, anyway. But the thing is,
like so many other Rogers employees, I was sub-contracted
out. You ever see those Rogers commercials with the CSRs?
What crap! How about running commercials that say "Hi.
Im the one calling you 6 days a week, Im the one
looking at your account, and I dont even work for Rogers.
Im sub-contracted. Yayy! I'm also poorly paid, so you
really want ME looking at your name and address, don't you?"
It's likely Rogers won't produce such an advert about itself.
There are very few GENUINE Rogers employees out there, and
the many that are sub-contracted, as I was, make very poor
employees indeed. Not for a lack of trying on the poor footsoldiers
part, but thanks to the neglect and stupidity of Rogers itself.
Its important to understand the conditions of a "Rogers"
employee, so as to obtain a better grasp of its abysmal customer
As a telemarketer at this nameless call centre, we had scripts
and guidelines written by people who hadnt even set
foot in a college, and were merely friends of the greedy lunatic
who ran the dump. When people such as myself (who had actually
been to something beyond secondary education) would offer
suggestions for improvement or pointed out flaws, all we inspired
was anger from our "superiors."
I am a Mac (Apple Macintosh computer) guy, and was the only
one there who knew how to get the system specs from any of
the poor saps who owned Macs and said "yes" to Rogers
internet service offer (by the way, these people are "saps"
for saying "yes" to Rogers, and NOT for owning a
Mac. Hee hee!).
I was thereafter mistaken for a "computer expert,"
and while I did indeed have an understanding of the quirks
of the Mac, I had ZERO experience with PCs, and I told them
as much when I was put on outgoing customer service duty.
My task was to phone Rogers internet customers and ask them
if their internet was working. If they said "yes"
(and less than half did), I just said "thanks" and
checked off their name and said "bye." The problem
lay in the majority of people who did indeed need help. And
who were they then asking? Me, the guy who didnt own
a PC and knew nothing about them. Macs make up less than 10%
of the computer market, so you can believe me when I say that
I was of no help at all 90% of the time, posing as the PC
internet expert while I used a Mac, had set up my internet
only once and soon forgot how to do it again even for myself,
and I used Bell Sympatico, to boot!
I told my lead hand that I was not a PC expert, but just as
before, my corrections were met with indifference. The people
who were thriving there were the ones who didnt listen
to criticism. So, I struggled on, taking a long-ass time with
anyone who dared ask me for help after I bothered them to
begin with, fumbling my way through a PC instruction book.
I had no answer for even the simplest of questions.
At one point, I was sitting next to a co-worker whom I was
told could help me. This "help" lasted a brief time,
for that CSR was busy with his or her (court order, remember?)
own lists. After a short time this person told me to go back
to my book. I then brought my questions to the lead hand again,
who said "How should I know?" I was then given permission
to send a truck out for a service call for the problem if
it couldnt be resolved with me (the guy who didnt
know what he was doing and admitted it). They werent
resolved. I started sending out quite a few trucks, which
I was then told was getting too expensive. The situation degenerated
further. When some people said that it was working, they would
often follow it up with a "but I was wondering about..."
which would often lead to a question I couldnt answer,
which would lead to a co-worker who refused to help me, and
a lead hand who didnt even own a computer and whom had
already refused to help me and had previously began the problem
with sending out trucks. The solution was classic Rogers customer
Now when I phoned and asked the Rogers customer if their internet
was working, I waited with my finger on the "kill"
(end call) button. If they breathed "yes" I broke
in and said "Thanks, bye!" and hung up before they
could say another word. I then checked off their name, which
meant they were counted as a "satisfied" Rogers
internet customer. If others did have a problem I offered
to write it down and phone back later, which I never did,
since I also gave them the "big" Rogers 1-800 number
that handles everything, and just hurls the customer back
into the main Rogers labyrinth again. When they never got
their scheduled callback, if they got angry enough theyd
just jolly well phone the big Rogers number. On the rare occasions
when a customer insisted on immediate help, they got a truck
sent out. And oh, we also had to keep a stats page. If a person
needed a truck send out, they were listed as having the internet
"working" and they were "okay" even if
the service call didnt solve the problem, which it often
didnt. So, even after Rogers bothers you and fucks with
you, they exploit you by listing you as a "satisfied"
customer even before the service call takes place (if the
tech guy even shows up, that is).
Rogers is filled with bad data. We used to say that Rogers
hispeed internet was "100 times faster than dial-up."
HA! How the hell did they arrive at such a pretty number as
"100?" Eventually we had to stop saying it either
because it was such a lie, or was based on an example in laboratory
conditions, and didnt work in the real world. Another
horrid piece of misinformation was referring to cable as being
"99% reliable." Based on what study? The same study
which produced the "100 times faster than dial-up"
lie? Rogers plays fast and loose with numbers at all times,
feigns ignorance when corrected, and then does it again. And
again...and again. They foster and encourage slimy relationships
with fetid call centres. This stuff isn't happening by accident,
And heres all the advice and help youll get for
your crummy old (and already oft-repaired in many cases by
the time you get it) Rogers digital boxes: "Unplug it."
Back to the telemarketing for a moment. When the call is over,
we have to end and select a disposition from a menu that is
far too wide. They range from "too expensive" to
"foreign speaking" and an attendant list of languages
that one must speak to even recognize. Of course, we mustnt
spend too much time on the disposition, or we catch hell,
so a CSR just picks one of the top two selections and applies
it uniformly. More bad data for Rogers to share with its investors.
When you ask to be taken off a list, all we do is remove you
from the current offer. Rest assured, youll get called
again. Maybe not right away, but youll get called again.
As for truly being removed from even that list, there is no
mechanism which guarantees it will be done. When the customer
demands it, I tell him it's been done, but all I get to do
is write the name down on a scrap of paper, and leave it in
an open basket, which lies there, unsupervised, for the duration
of the day. Your name could literally be blown out of the
basket by a gust of wind generated by the normal traffic of
a call centre. I have no clue or verification as to whether
or not you have been taken off ANY list, but I'm instructed
to tell you that it's been taken care of. I get notification
of people who cancel Rogers or refuse it at the door (and
the loss of my commission), but I get ZERO verification as
to whether or not you've been "taken off the list." The sanctity
of your liberty and privacy means nothing to Rogers, while
kicking their sub-contracted poor employees in the teeth over
a cancellation means everything. I hate Rogers for good reason,
and from direct personal experiencefrom the inside.
If you have any complaints, were told to say "Ill
make a note of that." Yeah, right! Its a mental
note at best, and an accompanying note to laugh at your concerns
during smoke break. Why? Because thats as far as its
gonna go. Rogers has dozens of dispositions to select (many
repeat themselves) to find out why you didnt buy something,
but they have NO conduits to deal with or even keep stats
about your complaints if you dare to point something out while
were in the act of bothering you at dinnertime with
another piece of crap you dont want and did not ask
Rogers is so pathetic that we literally cant give it
away. Sometimes we have offers to try a new block of channels
for a period typically lasting three months. Rogers sets their
computers up to begin billing you if you forget to cancel,
when they could just as easily set their computers to terminate
the service without billing you. When the channels vanish,
youll order them if you miss them, right? Right! But
with Rogers they start billing and the channels keep coming.
They do that because the nature of the product is such that
many people will forget to cancel, or in some cases Rogers
will screw up the paperwork even if you do cancel in time,
which leaves you fighting to get rid of the damn package which
was supposed to be a "free" try-out. And even after
you finally get rid of it, youll likely be pestered
with more Rogers telepestering asking you why you canceled,
and offering you another "free" web to fall into!
When people ask for the address of the CRTC, we are not allowed
to give it to them. Youd think that a popular question
could have its answer brought to the customer by quickly finding
out the address, and then printing off a pile of photocopies
to give to all the CSRs. But oh, no...Rogers doesnt
want that. I actually got in trouble for giving a Canadian
citizen (whom I had bothered with my telemarketing job) the
address of an agency of his government: the CRTC. Were
told to say "Im sorry, but I dont have that
information," and then give them the big Rogers 1-800
number. By that time, most people will be less steamed, and
the CRTC will have fewer complaints about them. Its
the Rogers way: LYING to the customer. We had the address
of the CRTC and we could EASILY get it. But instead of that,
we LIE and say that we dont know what the address is.
So there you have it. My time as a Rogers CSR for over a year.
I am sorry for bothering you. I would have been nicer and
more honest, but I was only following Rogers orders.
From personal experience I can offer you this advice: Rogers
is nothing but trouble and will cost you time and money, all
while bringing you lousy service and endless telepestering
in return. STAY AWAY FROM ROGERS IN ALL ITS FORMS!!!!
Well, there are rants and
then there are RANTS!!! There you have it people, more inside
information. Although I cant verify this story myself,
it sounds more than just "plausible". Deception,
disregard, malice, misrepresentation and confusion. Everything
you want in a company youre going to pay thousands of
Id rather deal with
Tony Soprano. At least then, I know what Im in for.
I feel sorry for John Tory
if this "Bird" is ever flying overhead.