Anil Sedha had a challenging experience when attempting to cancel his Rogers business internet service. Instead of a smooth online process, he encountered a broken customer support link and was directed to call for cancellation. This led to a prolonged ordeal lasting around seven hours over several weeks, involving hold music, dropped calls, and frequent transfers between departments.
Numerous dissatisfied Rogers customers, including Sedha, have expressed frustration with extended wait times, complex cancellation procedures, and subpar service. Many have raised concerns about recent call center layoffs at Rogers and the dominance of the telecommunications industry by three major providers — Rogers, Bell, and Telus. The control exerted by these companies, particularly accentuated by Rogers’ acquisition of Shaw in 2023, is seen as exacerbating the issue by limiting competition.
Experts in customer service highlight the lack of competition as a key factor contributing to the problem. According to Eugene Chan, an associate professor at the Ted Rogers School of Management, the market dominance of these telcos diminishes their incentive to enhance customer service standards.
Recent layoffs at Rogers suggest a shift towards digital adoption, potentially involving increased utilization of AI in customer service operations. Former employees reported spending significant time training AI systems to streamline processes. While AI may improve operational efficiency for Rogers, concerns have been raised about the potential loss of the personalized touch that human agents provide in sensitive situations.
In response to regulatory conditions following the Shaw merger, Rogers committed to creating 3,000 jobs in western Canada by 2027. While progress has been made in this regard, recent layoffs at a contracted call center do not count as staff reductions at Rogers. The company also pledged to repatriate overseas jobs to Canada for a fully Canadian-based customer service team.
Customer challenges with Rogers’ service extend beyond Anil Sedha’s experience. Fran Munro from Pender Island, B.C., faced billing discrepancies after a routine service call, leading to hours spent navigating Rogers’ customer service channels. Only after involving the Commission for Complaints for Telecom-television Services did she receive a resolution.
As dissatisfaction with customer service persists, calls for regulatory reforms in Canada echo measures implemented in other countries to enhance consumer protection and ease contract cancellations. Despite initiatives to promote competition in the telecom sector, concerns remain about the lack of stringent regulations governing customer service standards.
Ultimately, after a prolonged effort, Sedha discovered that he could cancel his service via email, a detail not previously mentioned by Rogers representatives. His seven-hour ordeal concluded with the return of equipment and a waived service charge. Reflecting on his experience, Sedha expressed concern about the challenges others might face in similar situations, underscoring the need for improved customer service standards and accessibility.