Conversation with Rogers

Sun Feb 10 05:32:04 UTC 2013

On 9 Feb 2013 23:46, "Maxcess" <maxcess-KK0ffGbhmjU at public.gmane.org> wrote:
>
> Holly Shit!
> Does Rogers use an AI now!?
> Tracey's comments are so robotic!
>
Its borderline intelligent too. Could be a person or a very smart robot.
Problem is support people work with script too often that they can sound
robotic too.  But the fact they suggested you call point to a robot serving
you.

I used to be with Rogers and capped at 40 GB. One month, we maxed it and my
bill almost doubled. I called and they said they had a deal for better cap.
They though put me in a 2 year contract without telling me. I had never
been on contract and pay for modem upfront.

Two months later, some of their marketer called and revealed I am on
contract. I was so pissed off I cancelled then and there. They asked me to
pay for the month I was over quota and I obliged.

Now with techsavvy, same monthly bill, faster download steep and 300 GB
limit. Couldn't have worked any better! I knew about techsavvy for years
but too lazy to make a switch till that day.

May be you could do the same too:)

William
> Kind Regards
>
> From the office of Abidel (Abby) Bassie-Cripps
>
>
>
>
>>
>> ----- Original Message -----
>>
>> From: phiscock-g851W1bGYuGnS0EtXVNi6w at public.gmane.org
>>
>> Sent: 02/09/13 07:56 PM
>>
>> To: tlug-lxSQFCZeNF4 at public.gmane.org
>>
>> Subject: [TLUG]: Conversation with Rogers
>>
>>
>>
>> You are chatting with Tracy.Rogers Live Chat
>> 10:29 PM  Connecting...
>> 10:29 PM  Connected. A support representative will be with you shortly.
>> 10:29 PM  Support session established with Tracy.
>> 10:29 PM  Tracy:
>> Hi, you've reached Tracy. How may I help you?
>> 10:30 PM  James:
>> Hi. We have Rogers High Speed Express internet and we have received a
>> message that we have hit our bandwidth usage for the month. It says
>> our cap is 60GB but the comparison on your website says it should be
>> 80GB. Why the discrepancy?
>> 10:30 PM  Tracy:
>> There is a newer product code for Express which provides 80GB/month of
>> usage, however you are required to have the enhanced home networking
>> gateway modem which is $7/month plus tax to rent as our other modems
>> aren't compatible with this code due to the speed/usage requirements.
>> If you're currently renting either a DOCSIS modem for $4/month plus
>> tax or a home networking gateway modem for $5.50/month plus tax, they
>> are not compatible with this and you would need to exchange your modem
>> for the enhanced home networking gateway modem to receive the code
>> which provides 80GB/month of usage and the faster speed.
>> 10:30 PM  Tracy:
>> Do you know if this is the type of modem you currently have? If you're
>> not sure, I can certainly check your account for you.
>> 10:31 PM  James:
>> I am pretty sure we have the older modem.
>> 10:31 PM  Tracy:
>> You would just need to take your current modem & power cord (if
>> applicable) and exchange it at a Rogers store for the enhanced home
>> networking gateway. Once this is updated on your account, at the same
>> time, they should add the newer product code for Express so that
>> you'll start receiving 80GB/month of usage. You can find your closest
>> location to do so at the following link:
>> 10:31 PM  Tracy has sent a link: www.rogers.com/storelocator
>> 10:31 PM  James:
>> What if we don't want to pay more for the modem? I have a home network
>> set up that works quite well as it is.
>> 10:33 PM  Tracy:
>> Unfortunately without this modem, the current modem isn't compatible
>> with the usage & speed requirements for the newer code with 80GB. I
>> believe you can disable the wireless part of the modem if you prefer
>> to use your own router, etc. Internet technical support would be able
>> to advise you how this can be done. If you wanted to check & see if
>> this would be an option, please follow this link for assistance
>> http://echat.rogers.com, agents are available 24 hours a day, 7 days a
>> week.
>> 10:34 PM  James:
>> I have a Masters degree in computer engineering. I would appreciate it
>> if you could explain to me how a modem is "compatible" with a
>> bandwidth cap.
>> 10:35 PM  Tracy:
>> The new bandwidth cap, as well as the higher download/upload speed are
>> both included in the newer product code for this. Unfortunately it's
>> not able to add one without the other. I apologize for the
>> inconvenience.
>> 10:35 PM  James:
>> We don't need the higher speeds, just the bandwidth cap that we are
paying
>> for.
>> 10:36 PM  Tracy:
>> I do understand that, however the 80GB is only included in the code
>> that also provides the faster speeds and cannot be added on it's own
>> unfortunately. There's no way in the system to do so.
>> 10:38 PM  James:
>> Perhaps someone should look into that. It appears to me that this is a
>> shameless money grab to get people to pay more for a modem.
>> 10:38 PM  Tracy:
>> I can certainly forward your feedback regarding this & apologize for
>> any frustration that this may cause. Were there any other questions
>> you had at this time?
>> 10:39 PM  James:
>> Can you suggest another internet provider?
>> 10:39 PM  Tracy:
>> I'm sorry to hear you're thinking of cancelling do to this.You would
>> need to call our customer relations department to process a
>> cancellation request. They can be reached at 1-888-764 -3771 and are
>> open 8am-midnight EST Mon-Fri and 8am-9pm Sat & Sun (EST).
>> 10:40 PM  James:
>> Thanks *so much* for your help and automated responses.
>>
>>
>> --
>> Peter Hiscocks
>> Syscomp Electronic Design Limited, Toronto
>> http://www.syscompdesign.com
>> USB Oscilloscope and Waveform Generator
>> 647-839-0325
>>
>> --
>> The Toronto Linux Users Group.      Meetings: http://gtalug.org/
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