Let me start by saying I’m 74. That said I have an active mind and embrace all things modern, particularly modern communication. Our ability to connect is nothing short of remarkable and from the perspective of a 74 year old, a stunning experience I enthusiastically embrace. So let me be clear this is not just a miserable old man spitting into the wind about ‘this modern world’. This is a 74 year old man observing that for all of our extraordinary capacity to communicate we are running the risk of losing our ability to communicate. We have allowed machines to replace our ability to communicate and we have allowed the makers of these machines to persuade us that they are better at communicating than we are. It is brilliant marketing but it rings hollow.

We have a summer place north of Nanaimo BC which we open up in May each year and shut down in September. This year was no different and that included closing down our internet account at the end of the summer. Over the course of six hours one day this week I was online with my provider Rogers Communication for close to four hours. Now I should say that I am not quick to trigger on these things. In fact, I sit in awe of the technology and embrace it enthusiastically, notwithstanding my 74 years. When issues arise my first question is to my myself:

‘What have you missed Tony?’

Modern technology is truly extraordinary and has added to our lives in every possible way and it is from that perspective I come at every communication challenge I have. Like the one I’ve just experienced with our internet provider Rogers Communication. I should also add that I am not throwing flame at Rogers as opposed to any other provider, I’m just telling a story about my experience.

It is early October now and time to cancel our internet coverage for our place in Deep Bay which is about an hour north of Nanaimo on Vancouver Island. Turns out signing up is very simple but signing off, not so much. Cynically, I think that’s intentional as a business tactic. Signing off should be no more complicated than signing up. That it is suggests it is intentionally so but that is not material in this anecdote.

What follows begins with my online exchange with ‘Anna’ the Virtual Assistant. How cute, give the machine a female name and the consumer experience will be so much better! Good Lord it is all so cynical and patronizing.

Anna – Virtual Assistant 08:38:27 PM ETHi, I’m Anna, Rogers virtual assistant.

Anna – Virtual Assistant 08:38:27 PM ETWhat can I help you with today? Just ask me a short question or choose one of the options below:

Customer 08:39:03 PM ETI have been on hold for over 2.5 hours today. I want to cancel my internet.

Anna – Virtual Assistant 08:39:05 PM ETWhy would you like to cancel? Please select a reason and then I’ll get a specialist to help you. If your reason is not listed, please type it out below.

Customer 08:39:10 PM ETMoving

Anna – Virtual Assistant 08:39:10 PM ETThank you for indicating your reason for cancelling.

Anna – Virtual Assistant 08:39:10 PM ETTo cancel a residential service, a specialist will be required to assist you.

Anna – Virtual Assistant 08:39:10 PM ETI’ll get a specialist to help you with this. It appears that you’re not signed in. Your session may have timed out. To save time and identify your account details, please sign in to MyRogers

Anna – Virtual Assistant 08:43:50 PM ETWait times may be longer. Stay connected to hold your place in the line for a specialist.

Customer 08:44:03 PM ETRequesting: Home Internet-Ignite Internet

Abdullah – Rogers specialist 08:47:36 PM ETHey! I’m Abdullah from Rogers in Ontario. Thank you for taking the time to connect with us. Nice to meet you! 🙂 “Thank you for taking the time to connect with us. You may receive a survey about your interaction with me today. The survey uses a scale from 1 to 10, where a score above 8 indicates good service. Your feedback is appreciated as it helps us grow and better serve you! May I have your first and last name please?

Abdullah – Rogers specialist 08:49:50 PM ETI didn’t hear back from you. Are you still online?

pat and tony peyton 08:50:13 PM ETHi Abdullah, I want to be respectful but need to say how frustrating this customer experience has been today. I was first waiting for over 60 minutes this morning and now later in the day I have been waiting for another hour being told that “due to high call volumes” etc. I just want to cancel our internet service at our summer cottage.

pat and tony peyton 08:51:03 PM ETI have the contract number and address for the IGNITE service

pat and tony peyton 08:51:19 PM ETO9901040386

pat and tony peyton 08:51:47 PM ET33-5135 Deep Bay Rd. Bowser BC

Abdullah – Rogers specialist 08:52:23 PM ETOh that Is sad to hear!  MY NOTE: What on earth is ‘sad to hear’ in this request! I’m cancelling a service. How about ‘Okay, I can help with that’ instead. There is no emotional currency in this business relationship with Rogers. They sell a service I pay money for that service. There is nothing ‘sad’ about it. What is ‘sad’ is that this vast corporation tries to inject vacuous, fatuous declarations of emotional concern into a business transaction. But I digress!

Abdullah – Rogers specialist 08:52:31 PM ETMay I know why ?

pat and tony peyton 08:53:05 PM ETIt is a summer place which we shut down September 30th each year so we are not there again until next spring.

pat and tony peyton 08:54:40 PM ETI simply want to cancel the service. Please don’t try to sell me on anything else. Can you help?

Abdullah – Rogers specialist 08:54:42 PM ETOh I see.

Abdullah – Rogers specialist 08:54:59 PM ETI can absolutely take a look at this for you today!

Abdullah – Rogers specialist 08:55:12 PM ETI understand.

Abdullah – Rogers specialist 08:55:34 PM ETI will do my best, I understand that you want to cancel the services. I will go over the procedure now.

Abdullah – Rogers specialist 08:57:20 PM ETI couldn’t locate the account.  MY NOTE: What an interesting answer. That would be the account Rogers sends out each month charging for the services delivered. That would be the account for which Rogers charges me $117.60 monthly. That would be the service Rogers would cancel if I don’t pay the monthly fee. That would be the account under Rogers letterhead that I am staring at as I write.

Abdullah – Rogers specialist 08:57:30 PM ETCan you please provide me the account number please ?

pat and tony peyton 08:57:46 PM ET09901040386

Abdullah – Rogers specialist 08:58:28 PM ETThank you for sharing that.

Abdullah – Rogers specialist 08:58:52 PM ETI couldn’t find any account associated with this number.  MY ASIDE: I am literally looking at the invoice for $117.60 under Rogers letterhead detailing my invoice, reminding me in writing that the money will be withdrawn from our pre established account on October 11th.

pat and tony peyton 09:01:34 PM ETSuch an interesting answer Abdullah. That’s the account I pay $117.60 monthly to Rogers. It is Rogers equipment. I negotiated the contract with Rogers in May. The next payment of $117.60 is due October 11, 2024. I was told that in an email from Rogers citing that account. Can you understand just how frustrating your answer is in the circumstances.

Abdullah – Rogers specialist 09:02:45 PM ETI apologize about this. Please allow me to check again for you.

Abdullah – Rogers specialist 09:04:52 PM ETI have searched using your phone number, email and the account number provided. I apologize, I couldn’t find any account with the provided Information.

Abdullah – Rogers specialist 09:05:47 PM ETIn this case, I advice you to log Into your account and open chat from Inside the account, In this case. We will see the full account details and be able to access the account and assist you with the account cancellation.

pat and tony peyton 09:06:10 PM ETI know this is not any fault of yours Abdullah but you can see how frustrating this is to a consumer. I have paid our bills on time each month. Rogers was quick to sell the service but makes it difficult to cancel. I have now been on line or on my cell phone today for close to three hours. Waiting. It is unfair and abusive. I am admonished to be respectful and courteous and I have been. To add salt to the wound I can’t speak to anyone who can do something about it all. Please advise your manager.

Abdullah – Rogers specialist 09:09:07 PM ETSure.

Abdullah – Rogers specialist 09:09:50 PM ETI can try to connect you to the manager, I’m afraid that you would wait and the manager still won’t be able to locate the account for you.

Abdullah – Rogers specialist 09:10:13 PM ETI apologize again for the Inconvenience.

Abdullah – Rogers specialist 09:10:36 PM ETIf you still want me to escalate this to a manager, I can absolutely help you with that.

pat and tony peyton 09:13:35 PM ETAgain this is not your fault, you just work at Rogers. I won’t trouble you further. I can’t overstate my frustration at this experience, which repeats others previously. Rogers is THE WORST CONSUMER EXPERIENCE I have ever had, something which I’m simply left to shout out loudly and everywhere. I would think a company that cares about their reputation would contact me, not make me get in line to speak with a manager who you helpfully point out “won’t be able to help”!

Abdullah – Rogers specialist 09:17:06 PM ETWould you like me to connect you to the manager ?

pat and tony peyton 09:19:17 PM ETNo I would like a manager to connect with me. I am available at ***.***.0678 Good night Abdullah, thank you for trying.

Abdullah – Rogers specialist 09:24:36 PM ETI can try to open a case for you for the manager to call you back.

Abdullah – Rogers specialist 09:25:07 PM ETThis requires the account Information which unfortunately I don’t have at the moment.

Abdullah – Rogers specialist 09:25:29 PM ETI can connect you directly to the manager through transferring the chat to the manager queue.

Abdullah – Rogers specialist 09:25:42 PM ETI apologize again for the Inconvenience.

Abdullah – Rogers specialist 09:25:54 PM ETIt just requires an approval before transferring the chat.  MY NOTE: Throughout this process Abdullah was very good. My frustration as a Rogers consumer is in no way intended to be critical of Abdullah. He was respectful and responsive throughout the exchange.

pat and tony peyton 09:26:31 PM ETI’m done with it Abdullah.

Abdullah – Rogers specialist 09:28:39 PM ETI’m sorry again pat and tony peyton.

Abdullah – Rogers specialist 09:29:03 PM ETWould I be able to help you with anything else ?

pat and tony peyton 09:31:17 PM ETYou have been fine Abdullah. It is the company that you work for which has made it impossible for you to succeed. Good night.

Now where is that survey they want me to fill out?