Rogers and the One Time Fee
p2pnet news view | TV:- “I recently visited a Rogers store to upgrade my single tuner PVR with a dual tuner PVR,” says Canadian1979 on dslreports, continuing »»»
After setting it up I had to call to have it authorized. Today I noticed on my bill that they charged me a 49.99 +tax connection charge. I was not told about this charge on a phone call before taking the PVR to the store for replacement, at the store, or on the phone call to have it authorized. Since I did all the work can they charge me this?
“Got my cable bill yesterday,” says Sempronius in the same thread »»»
$277.99 total; $150.00 was for One Time Connection Fees of $49.99 each to have the digital terminal activated which I bought and installed myself, was charged to have the Movie Network activated which was free for 3 months (part of the promotion that came with the purchase of the digital terminal), and was charged to have the Internet activated (purchased my own modem at Best Buy and installed it myself)…
There were other errors on my bill as well. Needless-to-say, I was more than angry about this and they reversed all the charges. There were other errors on my bill as well…end result, was told not to pay the bill as the next bill will be a credit forward. A technician never came to my home to do any installation work and yet according to Rogers CSR, you’re still charged the $49.99 activation fee. Doesn’t make sense to me.
“Wow, that is an enormous cash grab!” – says HiVolt.
Adds Sempronius »»»
Stands to reason why Ted Rogers’ company is worth $11 billion dollars. At first they weren’t going to reverse the charges claiming that it is there policy. When I asked to speak to a Manager on duty, the only response I was worthy of receiving was, leave your name and number and someone will call you back in 24-48 hours. Customers have to wait 2 days before a manager decides to call you back!! It’s never about what the customer wants, but always about what Rogers wants.
It wasn’t until I threatened to cancelled my cable television and internet, then, and only then, did the charges get reversed. This One time connection fee of $49.99 to have services activated is going to make a lost of customers think twice about wanting to order any additional services above and beyond what they already have for fear of being slapped with multiple charges each of $49.99.
(Thanks, Kevin)
Definitely stay tuned.
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dslreports - Rogers One Time Connection Fee, December 9, 2008
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December 10th, 2008 at 12:41 pm
@Sempronius – When they tell you that you have to wait 24-48 hours to get a callback…. its for one reason. Because you arent talking to who you should be talking to.
You are speaking to a third-party (as in, not run by rogers, but hired by rogers to alleviate the callflow from first-party reps) representitive from ICT Group (www.ictgroup.com). These representitives may also not have direct access to a supervisor, because they work from home (hba.ictgroup.com).
My suggestion is to ask if you are speaking to a first-party or third party rep. The third-party reps will usually refuse to answer, because they feal you wont like what they offer. If they refuse to say, or say third party, ask to be transfered to a first-party agent.
Difference between the two…. They call it “Empowerment”.
A third-party rep has up to $200 empowerment per call, unless otherwise authorized by a manager, which can usually take some time, so they usually dont want to help you, as it lowers there stats.
First party reps have an unlimited empowerment, but anything above $500 will be reviewed by the finance department. So they have ALOT more room to help you.
So, as i said. Ask for first-party only.