I can remember the days when Rogers offered unlimited evenings and weekends, with evenings starting at 6PM. Seems like many, many, MANY years ago, but I’ve always felt that 6PM was a reasonable hour to consider as ‘evening’. Since my early days as a mobile adopter, Rogers has kept pushing the hour back, and the last I checked, ‘evenings’ start at 8PM according to ‘big red’. That said, it looks like Rogers is feeling the heat, and are making some changes.
According to an internal memo spotted by the good folks at The Cellular Guru, Rogers is bumping their evening threshold up to 6PM, just like the good ‘ol days. Woohoo! The only sad thing is, this ‘offer’ is only available on 3-year term plans… and I call it an ‘offer’ because they’re only putting this up for grabs until December 31st. A shame… a shame indeed.
I’m a Rogers customer myself, and I’ve dealt with a lot of, shall we say, *stuff* with the carrier over the years. From a sales force that can’t tell their left hand from their right, to incorrect data plans being triggered to my account, to $1,200 monthly bills mysteriously showing up on my credit card statement… Yes, it’s true, I’ve seen about it all. I know I’m not alone when I say I’ve had to deal with a lot of crap with Rogers… But I suppose the point of my rambling is this… if Rogers wants to make customers happy, they should make things, little things like the 6PM evenings threshold something that is standard across the board. Don’t put an expiry date on this, and don’t offer it for 3-year terms only. Competition for those juicy monthly contracts is only getting stiffer… and it’s time to start building some REAL goodwill with your customers, and potential customers before it’s too late.
I should add, I know a lot of GOOD people at Rogers. I don’t want to come down on them too hard, but I can’t ignore the fact that I’ve had to deal with more grief than good. In fact, a lot more grief. It’s time for the executives and higher-ups at the carrier to start doing some GOOD things themselves. I know they’re only looking at the figures and making the best business decisions that they can… But sometimes the best business decision you can make is to take care of the only thing that matters… your customer.