The following is my conversation with Rogers via e-mail. All I had wanted to know was whether or not 3G tethering would be applicable on my account, but they had to make it so complicated.
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ME:
I currently own the iPhone 3G running the latest 3.0 version. I also currently have the 6GB data plan which I acquired last year when I got my phone.
Just to be sure and to avoid possible additional charges, will I be able to tether WITHOUT being charged extra, as long as I am within my 6GB data limit?
Thanks.
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ROGERS:
Dear Khristian Nañola,
Thank you for taking the time to write to us, we appreciate your use of online customer service.
In your recent email, you have informed us that you would like to know if the new iPhone 3GS will allow tethering.
For more information on the new devices please visit
www.apple.com/iphone
If you require any additional information or services, please do not hesitate to contact us again by replying to this email, or by visiting www.rogers.com/contactus. We would be glad to assist you in any manner possible.
As another alternative, you can contact our Customer Care line toll free
1-888-764-3771 or *611 from your hand held device, 24/7. We look forward to hearing from you and have a great day.
Thank you for choosing Rogers, we appreciate your business.
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ME:
Hello,
Before forwarding me links to websites I am not vacuous enough not to have checked first, I would appreciate if CSRs properly read the e-mails sent to them before sending out a near-automatic response. This is not the first time that I have had to reply to a ‘Customer Care’ representative’s e-mail asking them to re-read my original request and provide me with the right answer, rather than forwarding me links I could have easily found myself.
As I have mentioned in my first message, I own the iPhone 3G running version 3.0, and I currently have the 6GB data plan.
On your website, it states as follows:
“[...] i f you subscribe to a data plan which includes at least 1GB of data transmission between June 8, 2009 and December 31, 2009, and if you have a compatible device, you may use tethering as part of the volume of data included in your plan at no additional charge.”
I know that the new iPhone 3GS allows tethering and I know I need to have 3.0 to enable it. What I would really like to know concerns your plans and payment issues, not details on Apple’s latest piece of technology. Why, then, was my inquiry responded to with a link to Apple’s website? That question was rhetoric, by the way.
Here’s my real query:
I obtained my data plan prior to June 8, 2009. I got it about a year ago, the day the iPhone 3G was released. I wish to confirm whether or not I, too, am eligible for tethering as part of the volume of my data at no additional charge.
I have had unsatisfactory experience with customer service reps over the phone who give me false information which I take as true. Also, miscommunication is easy over the phone. The end result usually leads to me being asked to pay hefty phone bills which could otherwise have been avoided. This is the reason why I am contacting you via e-mail, so that I have a written statement that I can go back on.
If you could respond with the appropriate answer to my question, I would be most obliged.
Thank you.
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ROGERS:
Dear Khristian Nañola,
Thank you for taking the time to write to us, we appreciate your use of online customer service.
In your recent email, you have informed us that you would like to know if your plan includes tethering at no extra charge.
We apologize for any frustration caused by this issue and assure you that we strive here at Rogers to provide the best customer experience possible. We are sorry that we did not achieve our high standards when addressing your inquiry and appreciate your patience with us at Rogers.
Due to our security and confidentiality guidelines, we kindly ask you to provide us with your address including postal code and your date of birth for full verification. Once we receive the information, we would be happy to comply with your request. We look forward to hearing from you.
We apologize for any inconvenience this may cause and thank you for choosing Rogers.
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ROGERS (after providing them with the information they asked for):
Dear Khristian Nañola,
Thank you for taking the time to write us, we strive to provide you with the highest level of customer support, and we appreciate your use of our online customer service.
In your recent email you have inquired if you are eligible for tethering with your IPhone 3G without incurring data charges.
We certainly assist you with this; we have reviewed your account and see that tethering has been added to your account. There will be no additional charge for tethering if you remain within your 6GB limit.
[...]
[...]
You are a valued customer and we appreciate your choosing Rogers for your service needs.
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Was that really so hard? Rogers really is becoming a pain in the ass. It’s a good and reliable network, but poor in customer service. They also tend to overcharge. I have to keep a careful eye on my phone bill to make sure there are no extra charges to screw me over.