Rogers Home Phone Trial: Part 1 – The Install
Because of my recent negative experience with Bell Canada, Rogers offered me a one month trial of their Home Phone service. I jumped at the chance to try it out as I really wanted to see what Bell Canada’s main competition had to offer. If I was impressed, I would even consider switching. So I made arrangements to make this happen. Rogers gave me a three hour window for the install on a Saturday morning (between 8 AM and 11 AM specifically). That’s great as the last time I dealt with Bell, they gave me 9 AM – 5 PM as a window. Which meant that I had to eat a days worth of business to wait for them (of course they also didn’t show up…. But I digress). Clearly Rogers is trying to account for the fact that their customers have busy lives.
One thing that did bother my wife is the fact that when “Kenny” the Rogers tech called to confirm that we were home shortly before 10AM, “Kenny” asked what the problem was. He seemed to have no clue that we were getting a home phone install. My wife put it this way: “It’s like a doctor walking into an operating room and asking what he has to do. That doesn’t inspire confidence.” I can see how she would feel that way, and my response to that would be that Rogers techs likely have to deal with “trouble tickets” (meaning that they have to fix stuff) most of the time, which would explain his question. Having said that, you’d think that the work order that “Kenny” got would have the relevant details on it.
In any case, “Kenny” arrived about 15 minutes later. He advised us to put a new phone jack near the Rogers hardware that would give us home phone (rather than recycling the existing jacks) as he wanted to ensure that we wouldn’t have problems with the existing jacks which often are old and unreliable. That was a logical suggestion and I went for that. So he got to work and in less than 20 minutes, we had Home Phone. Now I tried dialing the new Rogers number and I discovered that I had voice mail, but I didn’t see the TV call display feature on my HDTV. Perhaps I needed to set something up? Since there were no manuals left behind, I couldn’t do what I tell customers to do which is to RTFM. Suggestion to Rogers: Give your users a manual. It would likely deflect some customer support calls and make people like me who want to solve issues on their own an avenue to do so. Oh yeah, “Kenny” forgot a splitter when he left. I’ll hang onto it and give it back to Rogers at some point. One thing I should note is that “Kenny” on his way out the door said “Thank you for choosing Rogers.” That’s new. I guess it’s a sign that Rogers is trying to be more customer focused.
In any case, I will spend the rest of the weekend trying out Home Phone. I’ll report back with what I find.