I've had more than my fair share with consumer frustrations. Now at a crossroads as to whether I should cancel these outlets and start anew.
There are 2 major companies here for me to choose my cable/internet services from, Rogers & Bell. If any of you reading this has read some older blogs you may remember the hell that was my Bell experience. So I switched.
3 years ago I had Rogers services installed. In those 3 years I've had 14 or more technicians visit my home to investigate signal issues. The signals jumped all over the place as did the components it effected at the time. For close to a year or more it was my home phone and internet. The signal would die out all together for anywhere from 15 minutes to 1/2 hr. Disrupting to say the least, especially in the middle of a call to mom.
The problems continue and I eventually have a senior technician assigned to my account. An outsourced company, Dave, gave me his card and advised me to call him directly and not bother at all with Rogers. He was laid off at some point. When he was out he and I spoke at length about the issues and he was even able to witness it for himself (which never happens!). We both troubleshooted the signal problems and he came to the conclusion the issue was larger than he had the capability to tackle which I completely agree with and still believe. Situation needed to be escalated. Keeping in mind I had already had probably 8 technicians come out by this point. I was exhausted and waited for the escalation. Never happened. When I found out Dave had been laid off and I still have this recurring issue to tackle, they started from scratch, and through the loops I jumped.
We moved units in Jan of this year, and we've been experiencing nothing but issues. Within a few weeks of the move I had the first technician come out. Rewired the apt and checked the ground feed, the signal looked strong. It's an intermittent issue... hard to snag. I get it. I had another tech come out in Feb for the same issue and was left unsatisfied yet again as this problem keeps reoccurring. I called either March or April to ask that my history be brought to senior mgmts attention, that it would be worth it to them and I've done my fair share, they can do their do diligence skip the hassle of interrupting my life with yet another technician. Costs them money too, though I never did get a credit. He refued, stating the only power he had was to schedule another technician and after the workorder was submitted they assume the issue was resovled, UNLESS, I were to call in each and every day following when the issue arised and choose from 2 options. I could troubleshoot over the phone, reset the different signals and hope that worked OR, send another technician. Do you see where I'm going yet?? I refused, mentioned that I'd done all that was required of me as the consumer and so far no technician including the senior technician was able to resolve my problem with their services. I was very patient and really polite during this call, I can blow up but tried the diplomatic approach. I asked that he just bring it to his managers attention. It could go something like this.., 'um I got a call earlier today about an intermittent issue that's been ongoing for sometime now. This client has had numerous techs out including sr techs and no one is able to solve the problem. I thought maybe we should look into this further?' Not hard, I'd do it. What's the harm right? Take some pride in your work, be a bit more accommodating...
No go, he straight up refused and said he was un able. Unable. They never documented that call, or so they say.
I've also mentioned in the past some issue with the technicians themselves and the state they sometimes leave their components in. The ground level feed is often left in disarray from the multiple of techs that visits this building for both Bell and Rogers issues. Rats nest is what you'd call it, left unlocked and open to the elements. There are so many variables and we'd have to sit out on our balcony waiting for these guys to leave to report whether or not they half assed their duties. We all have that time right? So I get that that's an issue that's going to be difficult to eliminate. I believe it's the prewired cables to each unit that is the issue. You never seen techs scaling the outside walls to replace the cables.
Apparently for each call/tech appt I should have been credited based on the length and/or difficulty of the issue a matrix was in place to decided how much exactly. Fine, I get it. However as I mentioned before if I do not call in each and every day following a home appt to report the issue as ongoing they assume it's been resolved. They would juggle my life. I'd have to call in 2-3 days after, book another technician, call again 2-3 days after and book yet another technician. Then call again to have a senior tech come out, remember, I already saw one and we agreed the issue was out of techs hands. I suppose it would be maintenance. They won't look back, or they say they 'can't' look back at previous workorders. I'm wondering, is it electronic and they do hard deletions?? Like really, I'm that stupid... /rolls eyes
This is why I surprise myself when I behave so well. It's beyond frustrating. As much as I'm giving you now, I'm leaving a lot out.. the obvious stuff. Things I do not overlook...
I called yesterday to report an increase in the interference we're getting. The image on every channel is now pixelized, the audio cuts in and out which kinda goes hand in hand and my internet doesn't know if it's coming or going. This is just the last 24 hours really. But since we moved into this apt, those first few calls were because the audio often cuts in and out every few minutes everyday. That's something! The rep I spoke to suggested having another tech come out to install a booster component. Keeps a higher signal rate consistently fed to my unit. Bandaid solution. I called this morning after giving it some thought and coming to the decision the booster is not enough, I've had enough. That's when I learned I was supposed to be credited for each and every one of my prior calls and appts... does this surprise you? I joked and said based on the sheer number of calls and appts my credits should offset the invoices. Seriously lol
I understand from a business perspective it's unreasonable for me to expect they give me retroactive credits. But the logic!
The tech I spoke to today put me through to the controller at HO to discuss the credits and issues. This man was the one to advise me I had only those 2 options as those are the only 2 options he has. I told him as a consumer and a business woman, that's not enough and that it would be a worthy investment to set a bar with ongoing service issues. Decide when an account has had more than X tech visits and/or X calls about the same issue they have another team capable of really looking into the source. It was mind boggling to hear him say that's ALL they can do. Which I know is bs, you all know that's bs. It would be a HUGE undertaking but it's possible. Get maintenance involved. Go dig up your shit and start over. Yeah it'll cost you but you've likely spent 2x that over the last several years with all the units in this building... but the logic right.
He offered me a $50 credit. And he started the clock for this techy tomorrow, and when his workorder is handed in he'll credit me based on their matrix. You know what, I don't care about the money. I'm past that now. I appealed to this guy, I tried, logically. I have never had a decent standard. Never. I have paid for flawed services since the beginning, haven't been credited once and haven't seen the end to my service issues, but I've paid. I've paid, I've dealt with a million disruptions both in my home and of my time. I've done that. I've been patient.
So, I'm thinking, it may be time for a lifestyle change. I may just need to say good the fuck by to these headaches.
God help me.
There are 2 major companies here for me to choose my cable/internet services from, Rogers & Bell. If any of you reading this has read some older blogs you may remember the hell that was my Bell experience. So I switched.
3 years ago I had Rogers services installed. In those 3 years I've had 14 or more technicians visit my home to investigate signal issues. The signals jumped all over the place as did the components it effected at the time. For close to a year or more it was my home phone and internet. The signal would die out all together for anywhere from 15 minutes to 1/2 hr. Disrupting to say the least, especially in the middle of a call to mom.
The problems continue and I eventually have a senior technician assigned to my account. An outsourced company, Dave, gave me his card and advised me to call him directly and not bother at all with Rogers. He was laid off at some point. When he was out he and I spoke at length about the issues and he was even able to witness it for himself (which never happens!). We both troubleshooted the signal problems and he came to the conclusion the issue was larger than he had the capability to tackle which I completely agree with and still believe. Situation needed to be escalated. Keeping in mind I had already had probably 8 technicians come out by this point. I was exhausted and waited for the escalation. Never happened. When I found out Dave had been laid off and I still have this recurring issue to tackle, they started from scratch, and through the loops I jumped.
We moved units in Jan of this year, and we've been experiencing nothing but issues. Within a few weeks of the move I had the first technician come out. Rewired the apt and checked the ground feed, the signal looked strong. It's an intermittent issue... hard to snag. I get it. I had another tech come out in Feb for the same issue and was left unsatisfied yet again as this problem keeps reoccurring. I called either March or April to ask that my history be brought to senior mgmts attention, that it would be worth it to them and I've done my fair share, they can do their do diligence skip the hassle of interrupting my life with yet another technician. Costs them money too, though I never did get a credit. He refued, stating the only power he had was to schedule another technician and after the workorder was submitted they assume the issue was resovled, UNLESS, I were to call in each and every day following when the issue arised and choose from 2 options. I could troubleshoot over the phone, reset the different signals and hope that worked OR, send another technician. Do you see where I'm going yet?? I refused, mentioned that I'd done all that was required of me as the consumer and so far no technician including the senior technician was able to resolve my problem with their services. I was very patient and really polite during this call, I can blow up but tried the diplomatic approach. I asked that he just bring it to his managers attention. It could go something like this.., 'um I got a call earlier today about an intermittent issue that's been ongoing for sometime now. This client has had numerous techs out including sr techs and no one is able to solve the problem. I thought maybe we should look into this further?' Not hard, I'd do it. What's the harm right? Take some pride in your work, be a bit more accommodating...
No go, he straight up refused and said he was un able. Unable. They never documented that call, or so they say.
I've also mentioned in the past some issue with the technicians themselves and the state they sometimes leave their components in. The ground level feed is often left in disarray from the multiple of techs that visits this building for both Bell and Rogers issues. Rats nest is what you'd call it, left unlocked and open to the elements. There are so many variables and we'd have to sit out on our balcony waiting for these guys to leave to report whether or not they half assed their duties. We all have that time right? So I get that that's an issue that's going to be difficult to eliminate. I believe it's the prewired cables to each unit that is the issue. You never seen techs scaling the outside walls to replace the cables.
Apparently for each call/tech appt I should have been credited based on the length and/or difficulty of the issue a matrix was in place to decided how much exactly. Fine, I get it. However as I mentioned before if I do not call in each and every day following a home appt to report the issue as ongoing they assume it's been resolved. They would juggle my life. I'd have to call in 2-3 days after, book another technician, call again 2-3 days after and book yet another technician. Then call again to have a senior tech come out, remember, I already saw one and we agreed the issue was out of techs hands. I suppose it would be maintenance. They won't look back, or they say they 'can't' look back at previous workorders. I'm wondering, is it electronic and they do hard deletions?? Like really, I'm that stupid... /rolls eyes
This is why I surprise myself when I behave so well. It's beyond frustrating. As much as I'm giving you now, I'm leaving a lot out.. the obvious stuff. Things I do not overlook...
I called yesterday to report an increase in the interference we're getting. The image on every channel is now pixelized, the audio cuts in and out which kinda goes hand in hand and my internet doesn't know if it's coming or going. This is just the last 24 hours really. But since we moved into this apt, those first few calls were because the audio often cuts in and out every few minutes everyday. That's something! The rep I spoke to suggested having another tech come out to install a booster component. Keeps a higher signal rate consistently fed to my unit. Bandaid solution. I called this morning after giving it some thought and coming to the decision the booster is not enough, I've had enough. That's when I learned I was supposed to be credited for each and every one of my prior calls and appts... does this surprise you? I joked and said based on the sheer number of calls and appts my credits should offset the invoices. Seriously lol
I understand from a business perspective it's unreasonable for me to expect they give me retroactive credits. But the logic!
The tech I spoke to today put me through to the controller at HO to discuss the credits and issues. This man was the one to advise me I had only those 2 options as those are the only 2 options he has. I told him as a consumer and a business woman, that's not enough and that it would be a worthy investment to set a bar with ongoing service issues. Decide when an account has had more than X tech visits and/or X calls about the same issue they have another team capable of really looking into the source. It was mind boggling to hear him say that's ALL they can do. Which I know is bs, you all know that's bs. It would be a HUGE undertaking but it's possible. Get maintenance involved. Go dig up your shit and start over. Yeah it'll cost you but you've likely spent 2x that over the last several years with all the units in this building... but the logic right.
He offered me a $50 credit. And he started the clock for this techy tomorrow, and when his workorder is handed in he'll credit me based on their matrix. You know what, I don't care about the money. I'm past that now. I appealed to this guy, I tried, logically. I have never had a decent standard. Never. I have paid for flawed services since the beginning, haven't been credited once and haven't seen the end to my service issues, but I've paid. I've paid, I've dealt with a million disruptions both in my home and of my time. I've done that. I've been patient.
So, I'm thinking, it may be time for a lifestyle change. I may just need to say good the fuck by to these headaches.
God help me.
