Waited 8 Hours to Connect with Rogers
I've been with Rogers for about three years, and I recently changed my cellular plan. Shortly after the plan change, I noticed that I was no longer able to see any caller ID information. I contacted Customer Service and was advised to reach out to Technical Support.
What followed was honestly one of the most frustrating customer service experiences I've ever had:
1st call: 9:00 PM — waited 2 hours, then the call was disconnected by Rogers.
2nd call: 10:00 AM — waited 2 hours and 10 minutes, then the call was disconnected by Rogers.
3rd call: 6:00 PM — waited 2 hours and 20 minutes, then the call was disconnected by Rogers.
4th call: 10:00 PM — waited 1 hour and 40 minutes before finally getting through to a technical support representative.
That's over 8 hours of waiting just to get a relatively simple issue resolved.
Eventually, the technician determined that the problem was a "coding glitch" on Rogers' backend. In other words, I spent more than 8 hours of my life trying to fix a problem that was apparently caused by Rogers in the first place.
I also asked where the technician was located, and he told me he was based in India. I'm not blaming the individual technician at all — he was actually able to identify the issue — but it did make me wonder:
What is happening with Rogers' customer service lately?
I've dealt with Bell, Rogers, TELUS, Koodo, and Virgin over the years, and I've never experienced anything remotely close to an 8-hour wait time just to speak with technical support.
Has anyone else had a similar experience with Rogers recently? Is this becoming the new normal?