Just trying to find out simple information…

From a cell phone provider here in Canada – Rogers. Now, to be fair, I have no doubt this online chat session would not have gone much differently with Telus.

Chat Start Time: 10/27/2017 01:28:52 PM
Chat End Time: 10/27/2017 02:46:40 PM
Chat Transcript

01:29:21 PM [Mishita] Hi, I’m Mishita from Rogers in Charlottetown, Prince Edward Island. How can I help you today?

01:29:49 PM [Shawn King] Hello Mishita. I’m trying to figure out pricing on the Rogers website but it is a torturous and painful process. Trying to find out pricing for a Family Plan. I’m a Rogers customer, fiance and her son are not.

[Mishita] I can certainly understand the importance of knowing the price plan for your family I can definitely help you with that today. You would like to know the plan for adding your family to your share everything plan. Am I right?

[Shawn King] I don’t think I have a Share Everything Plan. My Rogers number is XXX-XXX-XXX. She’s a Telus customer. We’re basically trying to find out who can offer us the better deal.

[Mishita] Sure. In order to access your account, I will require some information from you. I am going to send you a secure form which you will need to fill out and send back to me. Please let me know when you have completed the form.

[Shawn King] OK. Sent.

[Mishita] I see that you have a Business account. I would have to transfer you to the Business team. Is that okay?

[Shawn King] Not sure why I have a Business Account but OK.

You are being transferred, please hold for the next available representative.

01:41:59 PM [Justin] “Welcome to the business live chat. My name is Justin, your Rogers business specialist. I see that you have been transferred to me from one of my colleague from another department. In order to serve you more efficiently, I will review the previous chat and will ask you a few questions to help me understand anything I may need clarifying after. Thank you for your patience.”

01:42:09 PM [Shawn King] OK

[Justin] From what I read in the previous chat I read that you were inquiring about our promotional offers is this correct?

[Shawn King] Looking to get pricing on a new plan – Myself (present Rogers customer), fiance and child (Telus Customers). She’s having the same conversation with Telus. Whoever gives us the best deal gets our money. All iPhone users. She and son will bring their phones. I will be buying an iPhone X. Son is 11. Needs a minimal plan. So we’re looking for 4GB of data/month, unlimited texting… Rogers website is too painful to try and figure this out.

[Justin] I can certainly assist you with verifying if you are eligible for a hardware upgrade and your price plan options and I do understand how important this is for you. Let me take a look at your account and review them with you.

[Justin] May I have the cell phone number (without space) associated to your account please?

(1st aside: why ask for the cell number without spaces? Is Rogers online chat personnel incapable of deleting spaces?)

[Shawn King] OK. XXXXXXXXXX

[Justin] Thank you! In order to access your account. I will require some information from you. I will be sending you a link to a secure online form so that you could enter some of your personal information. Please click on that link to access the form and submit your information. You will notice I requested a four-digit PIN. If you do not have one associated with your account, please leave this field blank.

[Shawn King] OK. Sent.

[Justin] I have received the safe send thank you! May I confirm if you are referring to the account associated with this email address [email protected]?

(2nd aside: and here’s where The Stupid starts….)

[Shawn King] No. As the form you asked me to send you clearly states, the address for the account – the address to which my bills get sent, the address which I log on to your website, the address I use – is XXXX. It’s also the address listed on the Rogers website in my account profile.

[Justin] Would you like me to update it to that?

[Shawn King] I have no idea what you’re talking about. As I said, I log in using that address. I see that address listed as my username. I see that address at the top of the Rogers page as, “Welcome, XXXX”. That’s the address my bills get emailed to. Why would you need to update? Why are you seeing a completely different address than I am? Jesus.

[Justin] It is the email registered. I take it you don’t want me to register it.

[Shawn King] “It is the email registered”? WTF? Registered where? I do not see that address on *any* Rogers page of information visible to me. And BTW, what difference does it make? I’m just trying to find out how much it will cost me to continue as a Rogers customer. This process is making that less and less likely every minute. I’ve already wasted an hour on this. I’m about 30 seconds from closing this window, closing my Rogers account and becoming a Telus customer. Congratulations. You’ve lost another one.

[Justin] Great! I can definitely help you complete your upgrade request. It is always exciting to have a new phone. May I know if you have a specific device that you like?

[Shawn King]OMG ARE YOU NOT EVEN PAYING ATTENTION!? At the very BEGINNING of this chat, I told you the details. Did you simply ignore them?

[Justin] How many iPhone X’s? How much storage?

[Shawn King] 256, Space Grey

[Justin] Just 1?

[Shawn King] Jesus Christ….

[Justin] I will require to place a Reservation.

[Shawn King] What are you talking about? What reservation? I don’t want to reserve anything. I simply want to know how much the plan I described to you would cost me….

[Justin] 999$. [Justin] That’s for the phone for the small business plan

[Shawn King] WTF? Why would I want a small business plan? LIKE I SAID, it’s my fiance and her son!

[Justin] Yes so you can share the data you’re not interested in a flex plan?

[Shawn King] I have no idea WTF a “flex plan” is – THAT’S WHY I CONTACTED YOU. To find out about pricing and plans!! Looking to get pricing on a new plan – Myself (present Rogers customer), fiance and child (Telus Customers). She’s having the same conversation with Telus. Whoever gives us the best deal gets our money. All iPhone users. She and son will bring their phones. I will be buying an iPhone X. Son is 11. Needs a minimal plan. That’s what I said to you at the very beginning of this ridiculous conversation.

[Justin] Just to inform you-you are able to view them online at www.rogers.com/bss. It works like this:
Level 1 up to 4GB – $100
Level 2 up to 6GB – $110
Level 3 up to 8GB – $120
Continues to flex at $10 for every 2GB of usage

[Shawn King] So I can get a 256GB Space Grey iPhone X and add my wife and son to my Rogers account for $100?

(3rd aside: I know full well this is wrong but I want him to be clearer)

[Justin] Not precisely they would be paying 55$/month for each additional line and you would pay the 100$/month. It depends if they are bringing their own phones over which would mean it will be on a bring your own device plan

(4TH aside: DID I NOT TELL HIM TWICE THEY WERE BRINGING THEIR OWN PHONES!?)

[Shawn King] So I can get a 256GB Space Grey iPhone X and add my fiance and her son to my Rogers account for $210?

[Justin] In that case 45$/month

[Shawn King] Sigh…So I can get a 256GB Space Grey iPhone X and add my fiance and her son (when they bring their own phones and own phone numbers) to my Rogers account for $190?

[Justin] That is correct

[Shawn King] No upfront costs for the iPhone X?

[Justin] 999$

[Shawn King] The Rogers website says, “With a 2-year Share Everything for business Premium+ plan 256GB $799”. Why the discrepancy?

[Justin] That Is Premium Plus rather then premium tab pricing I provided

(5th aside: Good luck finding out WTF the differences in these plans are on the Rogers website)

[Shawn King] And the additional costs cost for “Premium Plus” vs “Premium” is….what exactly?

[Justin] Level 1 up to 4GB – $115
Level 2 up to 6GB – $125
Level 3 up to 8GB – $135

Continues to flex at $10 per 2GB of usage.

[Shawn King] With the same costs ($45/month) for the two additional people (bringing their own phones)? So…$799 upfront and $205/month? And what does “Share Everything for business Premium+” Get by way of minutes, long distance, voicemail, etc?

[Justin] https://www.rogers.com/small-business/products-and-solutions/wireless/plans-and-pricing

The plan includes unlimited Canada wide calling, unlimited messaging within Canada, call waiting, call forwarding of 2500 mins, group calling, enhanced voicemail(save up to 35 voice messages) and access to Roam like home. Roam like allows you to use all your services like unlimited calls, unlimited messaging and the data on your plan by paying $6 for the US or $10 for other eligible countries. You will be paying that for the maximum of 10 days, after that it
will be free up until your billing date.

(6th aside: This is one of those things that makes us Canadians NUTS. All this nickel and diming. We don’t get “call forwarding”. We get it limited to 2500 minutes. We get “enhanced” voicemail – which is no where near as useful as the Visual Voicemail our American friends get). We get unlimited messaging – but only *within* Canada.)

[Justin] Was there anything else I can assist you with today?

[Shawn King] No. Thank you. Goodbye.

[Justin] It was my great pleasure to assist you today! Thank you for your loyalty and for choosing Rogers Live Chat. Have a great day.

(Final aside: “Thank you for your loyalty”? OMG FUCK YOU RIGHT IN THE EAR, ROGERS! I am in no way, shape or form “loyal” to you, you gouging, sleazy, incompetent, useless motherfuckers. I’m stuck with lousy service from lousy companies with lousy options. Don’t talk to me about loyalty, you fucking asshats.