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11-13-2012, 06:51 PM
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#1 | | I bringith the lowerballerith
Join Date: Oct 2002 Location: Vancouver
Posts: 1,175
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| Rogers Advice
I recently went to New york for 5 days and I purchased US data roaming package (500mb for $100). I have a 3g ipad on my phone account and had no idea if it would be covered under the roaming package while I was there. I phoned rogers to ask and after 20 minutes of the representative trying to find out she informed that "yes", the ipad would be covered. I trusted her answer and went to New York and used the ipad a few times.
Last night I took a look online and noticed that the ipad had a $545.16 bill on it for data roaming. I phoned in to see what happened and the billing agent informed me that the charge was valid. I disagreed and she transfered me to the escalation department.
I explained to them what had happened and she informed me that they have a record of me phoning in and asking about data roaming but the agent didn't write down the outcome of what I had asked.
I thought I had a pretty strong case:
- I bought a roaming package
- I phoned in to check if it would work with my Ipad
- I was told "yes" it would
- I was apparently given the wrong information and then charged for it
The escalation agent offered me a 25% reduction on what I was being charged and I refused it and told them I would accept nothing less than a 100% reduction.
At this point it was a stale mate so I laid it out for them: My contract with them ended last month and I will be taking my business to another company if there is no satisfactory offer.
My question is, what should I do next? I've never had any problems with a phone company before and I'm pretty sure asking for retention department is obsolete advice.
Any insight is appreciated.
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11-13-2012, 07:06 PM
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#2 | | RS.net, helping ugly ppl have sex since 2001
Join Date: Sep 2008 Location: Vancouver
Posts: 8,858
Thanked 2,420 Times in 669 Posts
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file a complaint here. CCTS · CPRST
explain your situation to them. hopefully, a rogers rep will phone you back in a few days to solve this. for the record, next time ask the reps to put a note on your account for reference. Posted via RS Mobile | |
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11-13-2012, 07:16 PM
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#3 | | I answer every Emotion with an emoticon
Join Date: Feb 2005 Location: somewhere
Posts: 7,906
Thanked 2,485 Times in 1,007 Posts
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Thats why you have the voice recording app on the phone and turn that shit on EVERY time you call in... Quote:
Originally Posted by shenmecar  file a complaint here. CCTS · CPRST
explain your situation to them. hopefully, a rogers rep will phone you back in a few days to solve this. for the record, next time ask the reps to put a note on your account for reference. Posted via RS Mobile | That doesnt work... Ive tried many times before I hung up to the crs to make sure they SAVED the note or convo.. next time I call in, Nothing, Nada... which is why I left rogers... was with them for 10 years... left them 3 years ago and never looked back..
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11-13-2012, 07:21 PM
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#4 | | I contribute to threads in the offtopic forum
Join Date: Mar 2010 Location: richmond
Posts: 2,513
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So wait.. You bought a roaming package for your cell phone, right? I'm gonna guess you have an iphone?
If that's true, I bet its confusion. The rep probably thought you meant putting the sim card from your iphone in your ipad, OR, possibly tethering.
Goodluck, man. Dealing with Rogers is harsh. They would only offer me 30 minutes of free minutes when I called in regards to a friends roaming problem.
You might not get 100 percent. Fake it till you get a good percentage, accept the offer, wait a week, and then cancel
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11-30-2012, 05:17 PM
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#5 | | I subscribe to Revscene
Join Date: Mar 2007 Location: Vancouver
Posts: 1,940
Thanked 320 Times in 123 Posts
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I had to call almost fifteen times to get back $1200 they owed me
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11-30-2012, 07:02 PM
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#6 | | MiX iT Up!
Join Date: May 2006 Location: vancouver
Posts: 8,150
Thanked 2,075 Times in 871 Posts
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you never trust ROFIBELUS agents. NEVER! If they have to "look up" and takes them more than 2mins to find and answer it's trouble.
Also always get a ref# , agent id, agent name. So when you go back to fix their misinformation you are armed with info. It's a cat and mouse game.
CCTS is your best option as another poster mentioned. Also submit via Rogers Ombudsmen but CCTS will get you a reply within 48hrs.
__________________
Sometimes we tend to be in despair when the person we love leaves us, but the truth is, it's not our loss, but theirs, for they left the only person who couldn't give up on them.
Make the effort and take the risk..
"Do what you feel in your heart to be right- for you'll be criticized anyway. You'll be damned if you do, and damned if you don't." - Eleanor Roosevelt | |
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12-01-2012, 01:39 AM
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#7 | | How I Mod your mother
Join Date: Jul 2004 Location: Crayon Box
Posts: 13,688
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Not sure what you ended up deciding but my gfs dad had a similar problem.
Report them to the BBB. Thats what he did and the manager phoned him personally and said his roaming data charges would be covered. they never should have been there in the first place.not saying it will work for sure but its worth a shot. Even if they cover you take your business elsewhere anyway just cause you can
Posted via RS Mobile
Last edited by !Yaminashi; 12-01-2012 at 01:45 AM.
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