Yesterday I made a call to the Ted Mahal (Rogers HQ) to discuss my wireless data bill for February and March. I made two short trips – one to Spain and one to California – and used my BlackBerry to receive about 10M of data in that time. Total bill: $415. Mystified at how my bill could be so large, given that AT&T (the US carrier) provides US residents with unlimited data for $35/month, and Telefonica and Vodafone (the Spanish carriers) have similar programs, I called Rogers to discuss.
It was a surprising call.
Surprise #1: I explained the situation to the rep, who promptly knocked $185 off the bill without question. He also offered to allow me to speak with the supervisor if I wanted to ask for more. I declined, having been burnt on that one previously.
I then asked what products Rogers offered in order to make it possible for international travellers to travel without getting killed on the roaming charges — noting that I already use unlocked phones and local SIMs in order to keep my voice charges as low as possible. A few minutes of rooting around at his end turned up no results for any kind of truly international data roaming plan, and then…
Surprise #2: … a surprising confession. “Sir, Canada has some of the worst data rates in the world. Our carriers just don’t seem to be able to offer the same rate programs as others. I wish I could help you more.”
It certainly looks as if Rogers is 100% aware of the customer disatisfaction with data rates. Moreover, they’ve moved to implement a customer retention program for those that have the temerity to actually phone and ask for satisfaction.
Next time you get a big data bill, give them a call. Your friendly neighborhood Rogers rep may just help you out.