INovation

I recently had the opportunity of accepting an international position. As I was moving out of the country I contacted Rogers (Canadian cable TV and Internet Service Provider), to let them know I would be cancelling my wireless accounts. We had a total of 3 wireless accounts in our family. My wife and I had our accounts for years along with our phones. Out daughter had only recently upgraded her cell phone. Well needless to say I was a little shocked when Rogers told me there would be $1400 in cancellation charges. I said, I could see how there would be a charge for my daughters phone, as wireless companies amortize the cost of the hardware over the length of the service plan, so I expected to pay the $400 cancellation charge. However, for the other 2 phones, which were never even purchased from Rogers I did not understand why I was being charged $500 each.

Rogers explained that because of the data and voice plan that we had there was a $400 cancellation charge for the voice plan and an additional $100 for the data plan. I said that this was ridiculous as there was no hardware amortization involved, and it was simply at service plan. I also pointed out the extra charges we had paid on a number of months for going over on our voice minutes. They said yes, we see that, but the cancellation charges still stand.

Then I came across an interesting web site. Called the Commissioner of Complaints for Telecommunication Services. I simply went on their site and filled out the form explaining my situation and that I was willing to pay the $400 cancellation, but that the other $1000 was robbery.

…and what do you know. About 6 weeks later I get a call from “The Office of the President” at Rogers. I spoke with a woman there who explained she had received my complaint and agreed to waive the $1000 fee and only charge the $400. She said she would put a note on my account, so when it came time to cancel, simply refer the agent to the notes and all would be good. In addition I received a letter summarizing what they agreed to do.

Only in Canada eh!