Rogers Doesn’t Use Email

A Corporate division of Rogers won’t use email to communicate with me about my account.

Rogers logoRogers, my internet service provider and a major Canadian company, phoned my house while I was at work. They left a phone number with my wife for me to call them back.

I emailed Rogers the following:

My wife told me Rogers called to talk to me this morning. Rogers
left a phone # to return the call. I won’t be. Please contact via email
from now on.
It’d be convenient if the Rogers Account page had a Message
center to note any Rogers communication. Thanks.

They replied:

Thank you for your email.

In your recent email, you have mentioned that you’ve received a call
from Rogers, and wish to be contacted via email from now on.

Upon reviewing your account, I do see that the call you’ve received on
January 10, 2011 was from the Accounts receivable department.
Unfortunately, the accounts receivable department does not contact via
email.

I am pleased to have been able to address your inquiry. For additional
information please visit our website at www.rogers.com. You are a valued
customer and we thank you for your business.

I added the emphasize in bold there.

So I replied:

That’s ironic: an internet service provider does not use emails – that they provide to customers and can verify – to contact their customers for some services.

That will make amusing news item at some social site.

Thanks anyway.

They then replied:

Thank you for taking the time to write to us, we appreciate your use of online customer service.
In your recent email, you would like to offer some feedback about the Rogers service.
Thank you for your email, we appreciate your feedback. At Rogers, we are always looking for ways to improve our services to meet our customers needs. This has been documented and sent to the appropriate department for review. Should you have any further questions or comments, please feel free to contact us again.
We apologize for any inconvenience this may cause you and we appreciate your patience and understanding with this matter.

So Rogers provides me with an email from their corporate domain, which they can verify and monitor, yet they won’t use it for communication.

And I am not understanding about the matter.

4 Replies to “Rogers Doesn’t Use Email”

  1. Hi Jody,

    My name is Chris and I work for Rogers on the social media team.

    I wondered if I could help with your issue. Would you mind reaching out to me at the email address I provided?

    Thanks!

  2. ha ha ha ha…now not only is CISIS monitoring this site so is Chris from Rogers…nice work Jode…nice work….

  3. I’m thinking this may pique Nora‘s (i.e. of Spark, like I have to point that out) interest!

    I did contact Chris from Rogers. He says he escalated the issue. I’ll provide updates.

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