Its his way of saying "it doesnt matter if you know someone who gets more for less, you aint gonna get it"

I've stated this before in a different thread but i hope this shed's some light into the call center environment.

-The reason why people get different deals is because our marketing team's often change in what we can give and what we can't + also when you call in, we have multiple call centers everywhere and depending on which manager the rep speaks with to make an exception, one can say no and one can say yes.

-Im not too sure about other places but yes retention is cracking down on the offers that can be made. Reason being that is revenue protection. Companies with "retention" deals use to give really great offers but it was never meant for this to be spread out from word 2 mouth. People often ask "Why does someone with a 10yr tenure with the company have the same plan as someone with a 3 yr tenure?" Simple, because we get an overwhelming of calls of people going "my friend has this, and i want this" or "i want to refer my friend to _______ and he wants the same deal". Like yeah dude, we do want to give this plan to you're friend but in the long run that is what creates the problem in the first place. OLD customers want to give their friends which is NEW customers a retention plan.....so don't get angry when somebody that's newer then you get the same plan if you're guilty of blabbing out to others what we offer to what was suppose to be EXCLUSIVE to OLD customers.

-We as CSR's understand you're frustration of having to wait in line, believe me we do. It doesn't just affect you as it affects us as well. But you gotta understand that while you were stuck in line waiting for us, its not that we didn't want to help you, but we were on a previous call just 5seconds ago with people screamin in my ear. So while im still "recovering" from the last call and you start to pound non sense into my head, I'm prob not gonna give you what you want. Our Incentives usually begin with how long we finish to take the call, if we sign you up under a contract or not and even simple procedures like how much credit we give out on a 3yr contract // 2Yr Contract or No Contract. All those settings change every month so if one month im allowed to spend a lil more without screwing up my bonus, i def would for someone who's worth it.

-Another reason why someone might get a super cheap deal compared to his/her friend with the same features is because someone in our call center fucked up in applying those. Who's fault is that? ours obviously, but don't expect us to give it to YOU now that you call in cause you're friend has it. Maybe that guy made a mistake or he was quitting, but i definitely do not want to get fired from my job.

In all honesty, i generally give the best deal possible according to my customers usage. To someone who's had an iphone3g before and had 500MB of data but never went over 100MB. Im not going to give them 6GB just cause a "friend" has it and now they think they need it because in turn that would ruin MY BONUS yet make YOU'RE package more expensive due to the limitations a certain feature or plan has that doesn't allow me to apply the credits.

So how do u get an awesome plan. Half of it is patience. Talk nicely but be firm in what you need in usage (be realistic, i dont give a shit moblicity is offering $25 unlimited talk cause to me, with ur $25 dollar plan with a 150mins that you never go over....it is unlimited for YOU, if you're usage changes, go ahead and call in and well see what else we can do. Another key is that our calls our monitored for quality control, we cannot just hand out credits cause you ask for it, you have to overcome our objections in a nice manner. Its not that we want to make you're life hard and we obviously don't want you to make our lives hard, but our BOSSES will be like WTF are you doing, you're handing shit out like its Halloween. Our job is to find a medium that makes business sense according to multiple factors. We have to be able to justify giving you that DEAL you're looking for by having you overcome what we say in a timely manner...

the other half, is luck :) Hope this helps. Sorry for the long post

how about I don't go over my 150mins or 500mb data cause I am limited by my stupid expensive contract. Its not that I don't use it, its because I can't afford to use it.

how about I never talk to you again cuz I switched to 25$ unlimited everything plan.

its not the csr's fault , it is rogers as a company that's driving customers away.

How many of revscene's original phone whores are still with roger? I wonder

I've been with them since Cantel days lol. I have good service with them so I've been pretty happy. Although I could use a little reduction on my next renewal. We'll see how that goes.

phone whores will still be on Rogers/Fido cuz the AWS phone selection is still limited :P

I've never had a problem with Rogers since I've joined them (10 year customer) until today.

My g/f pre-ordered the 4S and they took down the wrong phone number to contact us. It was available for us to pick up 5 days ago, but hey, human error right? No biggie, we were just happy it was in our hands.

Two weeks ago, we called retentions to hook her up with a data plan, b/c she doesn't have one now. We negotiated for her to have my plan (200 min, free evenings/weekends at 6, unlimited rogers/fido, 2500 txt, CID, VM and 500 mb data for $53 taxes in). They said, "no problem! we will just make a note on your file and call us when you get the 4S" Like I said before, never had a problem and thought that this was pretty awesome of them to give her this plan.

Fast forward to today when we pick the phone up. We call in and they said that the rep put down my plan WITHOUT the credits. The rep helping us today said that's what was written down. YES I WOULD LOVE TO PAY MY PLAN WITHOUT MY CREDITS :seriously: I told him to look up my plan and he said that you have to have a min. $60 plan with the iPhone. I called BS and asked why mine wasn't at $60. He said he was willing to overlook it and I should consider myself lucky that he doesn't force me to pay more..that just pissed me off even more. He is pretty much saying that he can't give us what we were promised and was forced to pay full price. I asked to speak to a manager and he wasn't any less of a prick. Once again, he couldn't give us what we were originally offered and said all he could do is give us FIVE FUCKING DOLLARS OFF. And it kick us while we were down, decided to remove the unlimited rogers/fido off his offer. Whatever happened to making the customer HAPPY? Its not like we are asking for some magical unicorn fucking plan that doesn't exist. We did a hardware upgrade with this phone and are now stuck with a plan we didn't agree with and have to take it up the ass for 3 years. We are both customers of Rogers for 10 years and I can guarantee we won't be resigning with them. I will go out of my way to give them bad word-of-mouth and I hope everyone thinks twice before joining up with them.

Treating old customers like shit reminds me of those "Ally" bank commercials lol.

always ask for a "interaction number" anytime you call. its the recorded conversation so you don't have to deal with BSing and lies.

I left rogers 2 months ago and talk shit about them to anyone who will listen.

This sounds like the EXACT same thing that happened to my parents. The manager gave them the "You're lucky" attitude, and in the end they were stuck with a plan they DIDNT agree to because they were told differently the day before

I left rogers for Wind a few months back, and I've had a couple tiny issues with reception in weird places (underneath Holdom Station, inside Costco near Stadium station). My contract was expiring in July, and I called to see if I could bring my bill to near $50. All I wanted was evenings/weekends at 6, texting, CID/VM and 500MB or a gig of data. They said the best I could do was the standard $60ish + CID & Tax, working out to just a tad over $70. Seriously, I've been a customer for going on ten years, and have used so little of my plan.

So far I am extremely pleased. And on top of that, when I went to the states I could make calls and texts without worrying about paying an arm and a leg. GMS does not disapprove.

^ did it work out for you at the end or did you just have to settle for whatever they offered?

I'm just going to call back tonight and try to talk to someone else

how does one go about to talk to a retentions guy? or anyone that will be able to help me with tweaking my plan.
im paying $50 a month for 250 minutes, weekend/evenings, unlimited texting and caller id, forwarding, conference (whatever the fuck these are)
just realized this is a bullshit plan

I'll be calling in later today. I'm on the $50 NA Unlimited text/calling plan, with 1gb data. Pay $75.43/mo.

What I'm finding is that my usage doesn't justify having the plan, as good as it is, not to mention having no picture messaging. So, I'll be calling in to see if I can get something closer to the City Fido plan, or even the $30 Fido plan.

I've calculated it all out, done all the math, and with 28 months left on my contract, I'll save $566 if I switch to Fido, and $766 if I switch to Koodo. That offsets the $500 ECF I'll have to pay, with room to spare. Considering I have an unlocked Bold 9700 and an unlocked Galaxy S Captivate, too.

I've turned off all the automatic updates for my apps on my android and am using Wifi at home/work now. Something I didn't do before while using 600mb data/mo.

The thing is, I'm fully prepared to leave. That comment by Rogers' CEO last week really struck a nerve with me. Don't care about the little guy? I no longer care about lining your coffers that extra little bit.

So, the update of what Rogers just offered.

200 anytime minutes
6pm Eve/weekends
Caller ID, Voicemail, Unlimited text/pic/video messaging
100 Canadian LD Minutes
$44.85 (they just work the damn $2.35 into the plan now, looks like)

I'd keep my existing data and data credits
$30 1gb Data
-$10 Data Credit
-$5 Data Credit
Both data credits expiring 14 months prior to the end of my contract, so I would be hosed for the final half of the remaining time left on my contract.

Total per month after taxes, $67.03 ($59.85 pre-tax). Means I would save $8.40/mo over what I'm paying now. Wow, what a DEAL!

To switch from Rogers to Fido, I would pay a $100 ECF and have to sign a 3 year term with Fido. Would also mean a new phone, though.

called in and this is the best they could offer me

$40
blackberry social networking plan
unlimited texting
150 minutes (unlimited evenings after 9 + weekends)
+$5 for caller ID

take it or try another representative next week?

whats part of the blackberry social networking plan

unlimited facebook, twitter, bbm and stuff like that

Damn, it's $44.85 for a base plan like that now?

I'm not sure if I'm allowed to post this here but since I've switched over to mobi and I don't really want to outright just cancel but would prefer to see if anyone would gain anything from these plans! I only need 1 active right now for my sister since I switched over.



or a
$17.50 EPP plan
200 min
e/w 6pm

Has anybody ever had "third party charges" on their cell phone bill?

My mom just got her bill in today, and she was wondering what it was. She called Rogers and complained about it. She was given this number to call to dispute the charges. Rogers rep said they can't do anything about it anymore? The thing is my mom had the exact same problem on a other phone line. Rogers took it off, and gave my mom the credit back. Should my mom call again and get transferred to customer relations or just talk to someone else about it?

How did you find dealing with them? Were they being assholes or were they trying their best to get what you wanted?

Did you take the offer?

Called back and spoke to someone a little more rational at retentions. Got this for $55 (taxes inc.):

200 min
evenings/weekends at 6
2500 txt, CID, VM
500mb data

The manager that I originally talk to said they couldn't discount an EPP plan, but this regular retentions employee gave me a $5 credit without asking his higher up :seriously: And this plan doesn't meet the supposedly minimum bill amount of $60 for an iphone.
Fuck off Rogers.

your mom either calls phone sex lines :heckno: or got duped into pressing some keys/reply to text, to accept charges for some scam.:alone:

Gosh thats a lot for not very much.......rogers is really strict on retention plans now...........
Posted via RS Mobile

i just recently redid my contract with them and got
200 + 100 bonus minutes
unlimited incoming
evenings and weekends (6pm)
unlimited network calling
2500 texts + call display + VM
1gb data which i will change to 6 GB

for somewhere around $47-$52 with taxes.
i douno if someone fucked up but i get 35 dollar credit lol

I hate rogers, I will be looking to switch over to Wind or Mobilicity. I have been calling rogers for the past week and a few of those times they said their system was down so they couldn't help me. They were over charging me for something they aren't even sure what it was but said it was my fault because it came from my sim card and phone. Blah whatever, I'll pay for it and cancel, can't deal with robbers anymore. :alone:

I declined that offer. I decided instead to cancel my data with Rogers. 28 months of no data will save me $706 after taxes. $606 if you figure the $100 early cancellation penalty.

I can live without data. I use wifi at home and work anyway.