Rogers: boob behind the tube


When I signed a 2-year digital TV contract last July with Rogers, it was following a long and painful price negotiation with their customer service department. Unhappy that they had increased their prices last summer, I argued to get it at the previous price. Plus additional discounts for invoicing screw-ups. Now, 9 months into the contract, this month’s invoice displayed a sudden hike in the amount due. Of course, I called them up immediately.

(Following several minutes of unbearable Muzak)

Me:  Hi. The amount on my invoice is higher than usual, and I’d like to know why.
Rep:  Yes. Rogers has increased the price of some of their programming packages, including the one you’re subscribed to.
Me:  When I signed up, I agreed to a particular price. I’m not interested in, nor do I intend on, paying more.
Rep:  Unfortunately, they’ve decided to increase the price. Rogers is constantly making improvements to the levels of service they offer their clients.

(Play along. Benefit of the doubt.)

Me:  Okay. Can you tell me what these improvements are?
Rep:  Well, um, Rogers is always bringing improvements to existing services, to better serve their clients.
Me:  Yes, I got that part. Can you tell me how this will benefit me, specifically, in my day-to-day experience, when I watch TV?
Rep:  Um, unfortunately I can’t really say… specifically…
Me:  That’s what I thought. Once again, I was already paying more than I’d like for cable, and I have no intention of paying more. So please change my invoice to the price I used to pay.
Rep:  Unfortunately, I can’t change the price of the packages.
Me:  Sure you can. I’ve negotiated with you guys before to get better pricing.
Rep:  Yes, I can see you have discounts on your invoice.
Me:  Yes. So just adjust that so that I don’t pay more. You can call it a credit, or a discount, or whatever label you need to on your end, as long as I don’t see an increase. Look, it’s simple. I know I’m screwed to stay with you for the 2-year duration of the contract. But you have a choice: you can keep me at the increased price and know for a fact that you’re losing a client after the contract, or you can work with me and keep me as a client.

(Pause.)

Rep:  Okay, here’s what I can do. We have a promotion right now, on the package you currently have. It’s 20% off for 12 months. But your current discounts will no longer be valid.
Me:  That’s OK, because the 20% off more than compensates for it. (Translation: in the end, I’m still paying less, which is what I wanted)

(Note: Always ALWAYS repeat what you THINK they’re saying, to make sure you’ve understood correctly.)

Me:  So you’re telling me that for 12 months, as of today, I will keep the exact same package I currently have, and I will get it for $X less than I am currently paying.
Rep:  That’s correct.
Me:  Great, let’s do that.

But clearly isn't.

But clearly isn't.

In conclusion:

–  Never, ever accept a random change in service levels or price unless it’s in your favour.
–  Never, ever accept their initial refusal or dismissal. Push back. I’ve never called anywhere without getting something in return, with varying degrees of success.
–  I’m appalled that it would take a client threatening to leave before being offered a better deal. Shouldn’t the better deal be offered automatically, as a thank you for clients’ continued business? Oh wait. That would involve some notion of customer service.
–  I’m still getting my package for less. Again.

Advertisements

Something for Nothing


You know that when I’m not happy about a product or service, I call the provider to fix it. In fact, about 80% of the times I call a provider, I get something in return: a credit on my account, additional services free of charge, etc.

Today, I’ve topped myself. I got something for nothing, when in fact my original premise for calling was wrong.

We recently switched to Rogers Cable. I really wanted Teletoon Retro, a wonderful collection of old-school cartoons from my childhood: Looney Toons, Scooby Doo, Superfriends, the Flintstones and lots more. I love these… I mean, um, my kids love these.

We’d watch Teletoon Retro after we got home, as I made dinner. After a few weeks, the channel stopped coming through. Last week, I called Rogers to explain the problem, and they said they’d look into it and get back to me. Big surprise, they didn’t. I called back and explained the situation to a different rep. I said that since we’d been without this channel for a few weeks, I’d like some sort of compensation. The rep, after some discussion, offered me a handful of additional bundles, free of charge, for two months. He even programmed in the end date, so I don’t have to call and cancel, hence avoiding the probability of my forgetfulness incurring extra charges on my invoice.

A-HA! So they can, in fact, program in end dates to bundles, programming etc. They just prefer to get you to call, hoping you’ll forget so they can charge you. We don’t have to bend over and take it!

I later returned to the Rogers web site, and discovered that I had been wrong – our original bundle didn’t include Teletoon Retro. Those first few weeks had most likely been a free promotional period.

So I got two months of freebies, all because of something I wasn’t meant to have in the first place. Not exactly David and Goliath, but it still makes me all warm and fuzzy inside to think I got something not only for nothing, but due to my own mistake – and ultimately theirs too.