Jan 302012

Rogers is supposed to be one of Canada’s leading telecommunication companies. I guess bigger does not necessarily mean better.

Back in August, I upgraded my cable Internet service to a small business package. This itself turned into a comedy of errors: to effect the upgrade, I had to order separately the small business service on the one hand, and cancel my residential service on the other. Sure enough, Rogers managed to cancel the freshly ordered small business service instead, and I spent an hour and a half (!) on the phone with them before it got sorted out. But, I digress.

Presently, I’ve been trying to access this small business account online. Ever since my residential service was canceled, when I logged on to Rogers.com, I saw my wireless and cable TV accounts, but not the Internet account. Cool, I have the option to add a new account, and I certainly have all necessary information. So let’s give it a try. I did so last week… and the service still isn’t shown in the interface. But just today, I received a postal (!) letter from Rogers, confirming that I registered this account.

There is also the option to view small business services on Rogers.com. There, I can again try to add my account. But it isn’t happening… instead, I get an error indicating that the service is unavailable.

OK, let’s try to call Rogers. The letter they sent had an 877-number, which I tried to call, only to get an automated message telling me that they now have online chat support and for all other inquiries, I should call their main number… click, dial tone. There is another number, for small business support… but when I call it, all the announcements are in French, with no option to choose English.

OK, let’s try live chat. The link, helpfully, is right there on the main page of Rogers.com. Click on it and… 404 error, page not found.

Oh really. Come on guys, I don’t necessarily expect perfection, but this is downright amateurish.

 Posted by at 3:45 pm