They claimed he’d left his cel phone downloading data and racked up $5K in a month.
“No Way,” he said, “I’m not that stupid”.
But it was all his fault, said the Rogers rep. He must have left it downloading something overnight. Maybe bittorrent?
“Uh, no. I’m in the IT field. I wouldn’t do something like that.”
Well, if he clearly read his Term of Agreement (editors note: have you ever? I mean, really read, the terms of agreement on your cel plan?) he would have known he’d be responsible under all circumstances.
Several noisy phone calls later (you can just guess how those calls went, I bet), after he pointed out that even if he cancelled his contract and if they went after him, they’d never get $5K out of him (and perhaps their PR dep’t realized the optics of that just wouldn’t look good in the press), they agreed to put him on a new plan with only a $50 fee.
He agreed, although still feeling cheated — he remains positive it was a billing error — but they had him by the you-know-whats so this seemed the path of least resistence and he succumbed. Score 1 for the Big Guys, -$50 for a decent dude who probably got screwed.
My own experience with Rogers was less than stellar. I got a home phone plan from Sprint who got bought out by Fido who got bought out by Rogers. Then Rogers changed its System, and the System started billing me twice a month even though I only had one phone and one plan. When I called, the rep’s pointed out that the System had been changed and was causing problems and their wasn’t anything they could do.
“Um, well can you at least get the System to stop double-billing me?” Turns out, honest to goodness, they couldn’t.
So I cancelled my plan (I wasn’t locked in at least) and I swear to you it took over 7 calls and 5 hand-written letters before they stopped billing me for services I wasn’t receiving – either of them! – for several months. I kept receiving bills after their VP sent me a nice note saying good-bye and welcoming me back should I change my mind. I kept receiving bills after someone called to enquire why I had left.
Finally some goddess-young-woman did Something to the System so I stopped getting billed.
Meanwhile, Rogers stock has gone from about $20 to nearly $50 in the past 3 years.
I don’t get it. I just don’t get it. Do you?
Is share value in inverse proportion to respect of customers?
photo credit D Norman.