nav
Home
About
Contact
MediaCenter
Resume
Photos
Stories
Movies
Books
Wiki
FAQ

fav sites
Gizmodo
Engadget
Slashdot
News
CNET
Wired
DazeReader

friends
Adam
Andrea*
Angie
Benny
Brad
Chris
Christine*
Craig*
Curt
David*
Donny*
Emily*
Gary
Gords*
Jacks*
Jam*
Jesse
Jessica
John
Jon*
Kevin
Lauren
Maeve
Mark*
Ming
Nat
Nick
Nicole*
Orr
Paul
Rafi*
Rannie
Tracy

UW WebBloggers
join
random
prev
next

October 16, 2001
Manager Customer Relations
Customer Relations
333 Bloor Street East
Toronto, Ontario
M4W 1G9

Dear Manager, Customer Relations,

SUBJECT: WIRELESS ACCOUNT 4-0167-3801

In July my cell phone (cellular number 204-292-1321) went missing. I promptly called Rogers ATT Wireless to suspend the service on my phone. In early August I decided to replace my cell phone with a new cell phone from Rogers ATT Wireless. Since I was no longer living in the 204 area code I decided to open a new account so that I could obtain a cell phone with a 519 area code. Both before I had made this purchase and afterwards I tried at least three times to cancel my 204-292-1321 cellular account with Rogers ATT Wireless. Every time I was unsuccessful. Either I would hang up after spending an extended period of time on hold, or Rogers ATT Wireless would not respond to my email inquiries or I would spend half an hour on hold only to be transferred to a department that had already closed for the day. Finally in September after waiting on hold for 1 hour I succeeded in reaching the appropriate person in the appropriate department to cancel my account.

It is for this reason, and for the reason that no one informed me that there'd be a $40 Early Termination Penalty that I'm contesting not only the $40 early termination penalty but also the monthly charges from July, August, and September. ($34.49 a month).

I also think it is absurd that you charge customers their regular monthly fees when their service has been suspended due to the theft of their phones. Since they have no phone they obviously aren't using your cellular services and therefore are not incurring costs for your company.

Not only am I upset with the charges, I am also upset with how long it takes to get through to your customer service department over the telephone. It is completely unacceptable that I had to wait one hour to reach the appropriate customer service representative. I don't know about you, but an hour of my time is quite costly. One suggestion that I would recommend would be to use a service which would instead of notifying the customer that they're in a 'priority queue' would notify the customer of the estimated waiting time. This way I know whether I should indeed wait or if I should try again at another, perhaps, less busy time.

I should also point out that I'm not only a Rogers ATT Wireless customer, but my household is also a Rogers Cable subscriber as well as a Rogers @ Home subscriber.

I look forward to your prompt response and action.

Regards,
Matt Goyer