Is there a class action lawsuit against Rogers yet?
This is an update post which I was hoping to make to say everything has been resolved but unfortunately, it is the opposite situation and now I am even more fuming than I was before.
It has been over a month and Rogers still has not been able to coordinate a tech to arrive to fix the issue. After our internet went out randomly, my husband waited for hours (as one does) to get Rogers on the phone to send over a tech. TWICE no tech showed up and my husband, who works in construction, had to leave his job site and co-workers, to be at home for the time slot a tech was expected to arrive. Both times no tech showed up but they charged US a no-show feee. Then my husband went out of town Saturday morning and I had Covid and a random tech showed up and spoke to the upstairs neighbor and started tinkering with the line. The only reason I was even informed was because the upstairs neighbor was confused and contacted me. My husband says he received no warning a tech was showing up and just got a “tracking” notification 5 minutes before this tech supposedly arrived. I said look my husband isn’t here and we received no warning so I can’t give the green light to do anything to the line. Why weren’t we informed you would be arriving? The tech appeared to not want to understand and insisted upon working on the line when I insisted no, because I am not going to be able to safely monitor as I have Covid and both our upstairs neighbours and ourselves use Rogers and I don’t want to take the responsibility if their internet shuts out as they work fully remotely because of any incidents with this tech visit.
Then finally my husband escalates to the Office of the President and by this time it is a month and they say they will get a tech and still the same coordination problems persist. I finally call up a number of small ISPs and one of them that uses Rogers infrastructure had great customer service (what Rogers customer service used to be like) so I say ok. I work hybrid and my work had been impacted so I am ok to proceed. Full set up and tech and everything go smoothly that weekend with TekkSavvy. As Rogers is still not able to fix anything, my husband ports his number to Bell. Immediately, we get a flood of calls to help fix the problem but again it STILL does not get fixed. Finally I get on the call with the Office of the President person and it is a bit heated ngl because I said look this is not working out, you’re not able to coordinate a single tech to come in to fix this issue. You can’t send over a tech without warning when we are not even available to receive the service. We just want to smoothly cancel to not have to deal with the stress of this anymore and he said we are on the hook for 225 CAD cancellation fee because we demonstrated “denial of service” because we wouldn’t let the unscheduled/unverified tech work on the line. That is when I lost it a bit because for OVER A MONTH my husband and I have been changing our work schedules, cancelling evening plans and/or weekend plans, beholden to our phones to get this coordinated and sorted until finally we had to go to different service providers and then for Rogers to act this entitled to THEIR CUSTOMERS bending over backwards to get THEIR COMPANY to fix a problem OR PAY for a contract cancellation which is already void from their lack of ability to service said contract is obscene.
So, finally they say they will contact me on Friday after 5pm to coordinate a tech because again my husband works on construction sites, often in the middle of a busy intersection, where it is not safe for him to randomly pick up a personal call. I rush home early to make myself available for said call and do they call? No. Instead, once again they call my husband, who is in the middle of Pape redirecting traffic so he and his coworkers remain safe, and leave another useless voicemail that they will call back. A week goes by with more phone tag with us calling them and them calling him until finally today after they call HIM again on Friday, he calls them today on Sunday and they say a tech will show up this Thursday. I won’t believe it until I see it but I am so incredibly done. My best friend’s mother-in-law just passed away this week and we are providing as much support as we can but this unnecessary stress on top of that actual stress is causing extreme mental and emotional distress cause it is NOT ENDING.
On top of that my work performance slipped noticeably because we couldn’t get a mental break from this issue and I was already backlogged because I couldn’t get work completed in the evenings until I finally moved over to TekkSavvy. Before that I was using up my Telus data to be able to either work remote or work in the evenings.
The fact that they have rolled back customer service to ridiculous hours (really only until 7pm when most people get home from work and no Sunday service?) and are trying to enforce cancellation fees when THEY are not providing the service and no show fees and “denial of service” accusations when one time my husband said after the two no shows, hey we need a break from this stress—it is impacting our jobs, we will call you later to coordinate—and then they send a tech with zero warning, means there is something seriously wrong with this company. And the fact that this is happening to SO MANY customers, means it is widespread and wilful negligence on the part of the company. We are now recording all calls with them and taking down every CS Rep’s name and ID where possible:
So, I am asking does anybody know of any class action lawsuits that are in the works as I would be very happy to share our experience and story to help the case. We don’t want anything, we just want to make Rogers stop treating their customers like they are entitled to OUR money to fund bad business decisions they have made, and for those who are not financially privileged enough to weather their terrible tactics to not have to suffer like we have. We are very lucky that we can afford to be able to pay but I know many others are not. I told the agent even if Rogers does fix the issue now, do you know how terrible our impression is of this company? Do you think we’ll ever come back? Or have anything positive to say about this company to existing or potential customers? And all they had to say was a very non-genuine “well, we’ll be sorry to see you leave”—which fair enough, I was not easy on them so don’t blame the guy for his snark.
TLDR: Rogers still not able to get a tech to coordinate a proper visit after over a month of no service and trying to charge us a 225 CAD cancellation fee even after two CCTS complaints. Would like to know if there is a class action lawsuit in the works or what other legal recourse there may be. At this point it is no longer just about the financial penalty but about the principal.