To Whom It May Concern,
While the idea of online self service is a great one, the Rogers implementation fails horribly at meeting the requirements. You encourage and expect customers, such as myself, to do business with you online, pay bills online, and manage our services online, yet do not provide a system that allows us to do so easily. It becomes rather difficult and frustrating when attempts to use your website end in complete failure.
Attempting to log into the customer service area usually results in a ‘session timed out error’. I’m not certain of the reason for the time-out the moment I sign in, but I know that this must not be the intended effect. Unfortunately, I can’t do all my business in the microsecond you permit before my session times out.
I also get frequent server errors whenever I try to do anything related to the online self service. I get blank pages, I get unsuccessful log ins. I get just about everything except what I wish, which is do business with you, Rogers.
And to top it all off, I was finally able to see my bill today and because of your problematic, oftentimes non-functional website, I have incurred a late charge. I’ve been attempting to pay my bill for the past week, but your site’s numerous problems have prevented me. And those problems have given me a late charge. Perhaps this is a new revenue stream Rogers plans on using to speed its bottom line growth?
Who knows. But what I do know is when I attempted to pay my bill today, I was ejected from my account again. I attempted for another 30 minutes to sign back in, with no avail, due to the problems I’ve outlined above. I don’t have time to try and pay you day after day.
Read around on the Internet for problems associated your online service system. It’s not just myself who have run into them. They have caused a lot of grief both for myself and others. It is truly a sad day when the customer (me) considers canceling their services with a company, not because those services are poor, but because of a shitty online site. We are your customers. Treat us with some respect, the respect that is warranted because I pay you $60/month for cellular service.
Please fix your system, Rogers, if for nothing except so that I can pay my bills on time.