on Mar 12, 2015 @ 12:33 am|
I had an issue come up today with my phone company. I was on their website reading up on their deals and noticed how incredibly high they were charging me compared to what was posted online. I made sure to look for any fine print stating specific rules but couldn't find any. So I decided to call the company and ask them to switch my plan to this better deal. The online offer would even include more services than what I was paying for currently.
The representative told me that specific package was not applicable to the province I'm living in. When I asked him to direct me to where it was written on the website, he kept changing the subject and tried to offer me a package he said was specific to where I lived.
I kept insisting that if a consumer could not differentiate whether or not the pricing applied to them, then it was a form of false advertising and that I shouldn't be penalized for their lack of information. Of course, in their case, the customer is always wrong. At this point, I started asking for more details about the prices he was suggesting for my province. As he was describing the internet fees, I noticed that for the price I was currently paying, I could have had higher gigabytes of usage instead of the amount they had offered me a while back. So I asked if he could just upgrade the usage while keeping the price the same. He said no and then tried offering me unlimited usage for an extra $10 per month.
Is it just me, or are they trying to lose customers?? Eventually, I negotiated to have them lower the monthly billing price, but I'm still not satisfied knowing that I could have gained more perks for the same final price we agreed to.
How would you have gone about dealing with this?
|:) on Mar 12, 2015 @ 06:46 pm|
They do this a lot to suck customers in. I don't like being taken advantage of either. At least it worked out in the end. :)
|Phone on Mar 12, 2015 @ 09:39 pm|
I agree! They don't listen to the customer's needs and try to sell you something you're not asking for.
|Price on Mar 13, 2015 @ 03:39 pm|
It did work out in terms of getting a lower price, but in the end, I'm still receiving less benefits than other packages with the same price. It doesn't make any sense...
|Province on Mar 23, 2015 @ 11:15 am|
For many, they use your IP address to decide where you are and offer deals based on that. The problem is that some IPs are not accurate for address lookups (mine shows me about an hour away sometimes but still in Ontario).
I get that there are different rules for provinces and different competitors they want to match, but why make it so hard?
I got rid of Bell for a similar reason. They took away the long distance plan I was on. Rather than switch us to a similar one, we get a bill for $500 because they didn't take the fee and charged us reg rates per call - something no one would pay! They said there was a note in our billing, we eventually found it and it just looked like part of the offers they send you as junk with your bill
|Billing on Mar 23, 2015 @ 11:30 pm|
I didn't know about them using the IP address @teanailpolish. The billing is another way they'll try to confuse you. There have been times where we needed to go through it at least 5 times to make sure everything was in order and I do agree that they sometimes make it difficult for their customers to understand why they are paying that amount.
I heard on the radio this morning that the Canadian government will eventually try to get phone and internet companies to reduce their prices. The sooner, the better!
|Dealt with Rogers & Bell on Mar 24, 2015 @ 02:13 am|
I was with Bell for years till they started charging higher fees that didn't make much sense with their phone services. It got so bad that they would start harassing me at all hours. It became a nightmare for me and my boyfriend at the time. They lost my loyalty and they don't care about customer service. The same goes for Rogers as well. I switched cell service from Bell to Rogers. The service was a bit better but their 3 year contracts keep you tied and locked to them. Their services have gone downhill and they do charge a lot in the end. I had problems with their customer service as I was trying to explain that I wanted my ex-boyfriend's cell phone off of my account at the time. My ex-boyfriend was being a jerk about it and I was paying for someone who was taking advantage of me in the end. Rogers as a whole company has changed so much in the last few years when their stores got downsized and people lost their jobs. Their quality in customer service has also suffered. It's gotten ridiculous and embarrassing. I lost respect for both of these companies. They're ripping their customers off and it's disgusting.
|False Advertising on Mar 24, 2015 @ 04:45 am|
They always try to sell you another package. They literally have a script in front that they spew to every customer that calls. That is why so many people are changing their providers. They simply don't listen to the needs of the customers. Definitely not good PR.
|Threaten to Switch on Mar 24, 2015 @ 11:21 am|
I'm not sure if it would solve the problem, but you could threaten to switch providers if they don't offer you the deal. Moreover, I like to ask the employee's name and employee number for my "records" it usually freaks them out enough that they try to be more helpful. If they aren't more helpful, you could always include this information in a formal letter to the company.
|Customer service on Mar 25, 2015 @ 04:25 pm|
It sure is frustrating when customer service is not up to par, for any company. Thankfully, I've only had good service with Rogers up to date. I'm sorry you haven't been so lucky with either of the companies you mentioned, Cy73. Contracts are the worst! Always read the fine print before agreeing to anything, but I know this isn't always made very clear by the companies and you sort of feel as though you've been trapped to pay more than you bargained for. I know there are penalties for cancelling your service if your contract still hasn't ended. The best companies are those who listen to their customers and find every way to help them. Good luck with your future phone bills!
|Phone companies on Mar 26, 2015 @ 12:55 am|
I agree with you Kandress! Some of these companies don't listen to their customers' needs and just regurgitate what they've been told to say/sell. It's frustrating, especially when you are looking for a particular deal and they mention something totally opposite of what you wanted.