Technical Details

Here's a letter I mailed to Rogers today, not email, not submitted via web form, I had to get all old school because their web site sucks so bad I can't submit a "contact us" form and they don't publish any email addresses, so it's back to old school, who would of thought in the 21st century I'd be sending a complaint via mail, needless to say I'm totally pissed off and when your pissed off I understand the best thing to do is to act immediately!

So here's my little missive to good old Rogers:

To the Rogers Web Site group,

When trying to view my bill on-line I’m experiencing a number of problems. In Internet Explorer when selecting “Download Bill” I get a new browser window that eventually gives me the standard IE “cannot find the webpage”. In Firefox selecting “View Bill” tells me I don’t have a plugin installed, I have the Adobe Acrobat Reader 8 plugin installed so there should be problem, when selecting “Download Bill” I get a new blank window, no error message this time. Your session timeouts are too short, the first time I composed this message using your “contact us” form when I selected submit I was told the session had timed out and I would have to sign in again, very frustrating. After signing in I was taken to the main page not to the “contact us” page where presumably I would see your comments were successfully submitted message. So now I don’t know if my comments were submitted or not, doubly frustrating (So I’m forced to compose this message off-line and cut and paste it into the form) Your Web Presence is truly underwhelming and unwelcoming. AND YOUR ACCOUNT NUMBER FIELD WILL NOT TAKE MY ROGERS CABLE BILL ACCOUNT NUMBER AND TELLS ME I NEED A VALID ROGERS WIRELESS OR HOME PHONE NUMBER, I TRIED MY FIDO PHONE NUMBER WHICH IS OWNED BY ROGERS AND YOU STILL DON’T GET IT. I CANNOT SUBMIT THIS COMMENT, and pray tell why do you need a Rogers phone number instead of a Rogers Cable account number (by the way the field length won’t support a cable account number either) when I’m LOGGED into your system, you should already have this information. What if I’m a consumer interested in some aspect of you services and I don’t have a Rogers home phone but want one, how on earth can I contact you via your on-line form.

Honestly this is way beyond common sense. I’m forced to send this via plain old mail, thank you for bringing us into the 21^st Century, Bell Satellite TV is looking better and better.

Disgusted,

Postscript:

Rogers finally responded via email of all things, the galling thing is they ask you to phone them to get help. Here's the email, what a bunch of buffoons. Even better the email didn't even have a subject, WTF? I originally posted this email on March 26, so it took them 3 months to the day to respond, lightning customer service in the new millennium. It would appear that they fixed their problem a few days after my original complaint, it sure is hard to find good help these days.

Thank you for taking the time to write to us, we appreciate your use of online customer service.

In your recent email, you have informed us that you are unable to access your online bill due to technical problems.

In response to your email,  we are sorry to hear about the difficulty experienced with your online account, as its somewhat difficult to troubleshoot via email, As this will necessitate some dialogue on the specifics of the problem, we do recommend that this be done over the phone. This will enable our technical representatives to assess the situation, determine the best course of action.

We suggest you contact the Website Support department at 1-877-343-5745, open 24 hours a day and 7 days a week.  They will be able to assist you further regarding this matter.

We apologize for the inconvenience that we may have caused. Thank you for choosing Rogers.

For future reference with respect to this e-mail, please quote reference number

Regards,

Suzanne V.