9.08.2006

Dear Rogers Customers,

Why don't you pay your bills? I realize that I only talk to a small percentage of the whole, but seriously. How can there be this many people who have their services suspended for non-payment? And the amount of people who have had their cable service physically cut for non payment is staggering! Do you realize how long it takes to have your cable cut? What kind of hoops we jump through in order to give you every possible chance to pay? And then you call in, and yell because your cable is cut, and expect me to lend a sympathetic ear.

Well, listen up. I've had financial difficulties before. I've been sent to collections myself, in the past. However, I never exhibited the sense of entitlement that you seem to. I expected and accepted the consequences. But not you. No, you expect me to reconnect your cable immediately, based on the fact that you say you'll be "paying what you can", or you "Already made a payment" (even though the last 3 times you told us that it was a lie), or you say "As you can see, I've been trying to make payments" (3 payments of $100 over the past 5 months when your late balance is $1200 is not "trying to make payments", it's "Trying to pull a fast one").

So, please don't be offended when I say things like "You chose not to pay your bill, so you're actually angry at yourself", or "I'm sorry if I gave you the impression that this is a negotiation", or "Cancelling your service and going to our competitors is your prerogative, but I should set your expectation that they will make you pay their bills as well", or "Actually ma'am, I usually don't speak to good customers, because they're never late". You asked for it.

It's always the stupid ignorant bastard that's angry. The smart people that made a mistake tend to be pleasant and apologetic (which is totally not necessary; we're here to help). "Angry" just makes me "Less likely to help you out". "Demanding" just makes me "Truculant". "Ignorant, Abusive, Profane, Interruptive, Racist, Threatening" makes me magically have technical difficulties with my phone. Enjoy the additional 30 minutes (on a good day) of hold time sucker.

Please think about this the next time you call about your past due balance. Better yet, JUST PAY YOUR DAMN BILL ON TIME!

And thank you for choosing Rogers.


2 comments:

Anonymous said...

I'm sure that job is about as thankless as they get. Rogers is however notorious for being absolutely impossible to deal with. I used to receive phone calls at 1 day late. They would always tell me that there was nothing they could do and that it was automatically set up to call me. I finally had them remove my telephone number from my profile.
Then somehow when I started with their internet service I was set up for e-billing. I was completely unaware of this and so suddenly I wasn't receiving my bills (I rarely if ever used my Rogers account). I kept calling back and asking for my bill and after four months of having to call in and ask how much I owed I told them straight out if they didn't take me off e-billing and start sending me a bill in the mail that I was going to stop paying my account until they did. I asked him to actually put those comments in there. Of course, I didn't receive my bill again the next month and when I called back, there were no comments about me ever having called in at all. Finally I just stopped paying my bill and they couldn't call me because they didn't have my telephone number so they SENT ME MAIL! When I called in to cancel my service and explained the runaround I was getting the guy told me the same thing... Bell will expect you to pay your bill too! He even had the nerve to tell me that just because I don't get a bill doesn't mean I don't have to go through the hassle of sitting on the phones to find out how much I owe.
I absolutely hate that they appear to have the best cell packages now that I'm looking to leave Telus.

You may be suffering the wrath in part due to some of the awful experiences with other reps (and of course the majority of irresponsible clients). I often believe Rogers reaps what it sows but dude, I feel for you. I don't think I could do that job for all the money in the world.

brokenengine said...

Oh, I'm the first to say that there are some super dumb asses working at my company. I probably walk over to one per day and say "Hey, this isn't a hard job, so how about getting your head out of your ass and not leaving me your mess?". Then they go to their manager, and their manager says "But he's right!", and they get upset and the manager and I have a good laugh.

So, as you can see, I'm fixing the company, one rep at a time. We'll be perfect in, oh, 40 years.