When I read stories like this … I wonder if its all a big diabolical plan at Rogers – the worst wireless company on the planet ? Or maybe consumer demand has forced them to grow too quickly and they simply can't keep up, they're disorganized and whatnot. I tend to think the first, it's diabolical. I bet if you sifted through the biographies of the key executives you would see many have experience in the insurance industry, or as I like to call it the 'legalized crime industry'. This positions them to be well equipped to create labyrinthine customer service process with robust obfuscation techniques, intentionally conflicted employee training, and rich IT infrastructures to ensure no one has a true understanding of your account, your wireless usage and the terms of your contract.

Yesterday I had to call the bastards and was told three completely different things about upgrading my phone. All had the same end result… I can't get a new phone. Really are you serious? Yup, I can't, at least according to Rogers. So I guess I'll go buy one full pop somewhere else, because I know I can do that, and I won't buy it from Rogers.

If you're a current Rogers customer, I guess you're not actually supposed to go into a Rogers retail store – they can't seem to help you with much. I guess that is all part of the diabolical plan. They don't want frustrated customers talking to real people face to face who may actually … god forbid, be nice and provide good service. Don't get me wrong, they are nice in the stores. Very nice. Very helpful. Very well intentioned. Then they fire up the little computer terminal thing and come back and say… "Oh, sorry, I can't actually help you with anything. You will have to call Rogers or use the website." . Right, the website that doesn't work. And the labyrinthine IVR system that will leave you frustrated and, emmm nearly penniless. The diabolical plan is working.

Posted via email from 7thgroove’s posterous