"When Anil Sedha decided to cancel his Rogers business internet service, he expected he'd go online, click a few buttons and be done. But the customer support link was broken. A chatbot told him he could only cancel by calling. Thus began what the Winnipeg man estimates was a seven hour ordeal spread over several weeks last summer, trapped in a maze of hold music, dropped calls and endless transfers between departments."
"'We are having a heavy call volume,' said Sedha. I tried calling at different times of the day and on different days. No matter when he tried, he says the outcome was the same: hours waiting, speaking to representatives who couldn't help, being disconnected mid-call and starting all over again."
"It reduces the need for these telcos to compete and to provide good customer service because they think, Customers need us, so we don't really need to do anything to improve our service,' said Eugene Chan, an associate"
Anil Sedha attempted to cancel his Rogers business internet service but encountered a broken customer support link and a chatbot that required cancellation by phone. The phone process took about seven hours over several weeks, with long hold times, dropped calls and repeated transfers. Dozens of other Rogers customers reported similar long waits, complicated cancellation procedures and poor service. Recent Rogers call-centre layoffs and the 2023 Rogers takeover of Shaw are cited alongside industry concentration. Customer service experts say reduced competition among major providers lowers incentives to improve customer service.
Read at www.cbc.ca
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