I just got really irate with a poor Rogers CSR. The problem really being my fault. I some how screwed up the direct payment to them last month so my account was overdue. I think what happened is I paid $1.28 instead of $128. Anyway that doesn’t matter. Over the last couple of days I’ve been getting these recordings telling me to call Rogers. So when todays automated call came through I was like, ok better get on this. So I call the number. It’s busy, I’m put on hold for 20 minutes. When the CSR picks up I’m in the wrong place, this is the business side. She transfers me over to the residential queue, another 10 minute wait. Finally I get on an that CSR doesn’t really see anything wrong with the accout. There’s a balance owing but in his words “we usually don’t contact people who miss a single month’s payment because it may already be coming to us.”
Sure enough about 5 minutes ago I get another call. Rogers wanting to know if I could pay up. Now, I am in the wrong in that I didn’t pay this bill. It just screwed up. Earlier in the day though I already transferred funds over and informed the CSR that I was transferring funds. Even if he couldn’t confirm it would have been nice to have a note in my file saying “Customer informed me that payment was forthcoming” So yeah this poor CSR got a little earful. I’ve worked as a technical support person so I know what being told off on the phone is like. I hate doing it but god damn it I getting pretty fustrated with these companies not fucking putting in effort to serve their customers. And that includes not receiving multiple phone calls, being placed on hold for longer then 10minutes, being given the correct contact numbers and having my account kept up to date.
Companies always are looking at how to improve their service. Or at least that’s what they claim. Yet they routinely fall short when actually implementing quality changes in their service.
