MY biggest problem with them is having a CSR that deals 99.9% of the time, with Ontario.
I called not too long ago to inquire about the dual tuner PVR. I specifically asked to speak to a New Brunswick CSR and the Ontario CSR was a bit perturbed as to why I'd choose someone from NB and not him. I went on explaining that ROGERS was too big for its own good and that people like him had almost NO idea as to what is available in NB or not. He said he did so I decided to test him out. I asked him if the dual tuner was available and of course he said yes. I asked him if he was sure and he said he was. I asked him what brand and he told me SA. I said "Oh, that must be new for NB. We've had GI for the longest time and now we have Motorolas". Dead silence for 30 seconds. "I'll transfer you to Moncton". I tell him "You see? That is why I wanted someone from NB from the beginning. Then, I don't have to spend more time waiting and explaining why you couldn't help me"
This happens all the time. Now, when I call, I ask right from the start "Am I speaking with someone from Moncton?" If not, then I politely ask them to transfer me or I just tell them I'll keep trying until I get Moncton on my own.
I had problems this spring with digital cable. From February until end of April, I was calling repairs at least 4-6 times a week. I'd lose cable at around 8 or 9 at night and I'd get it back at around 10 in the morning. What it turned out to be was that when the cable was installed to my house, the guy wire built inside the cable had been cut and the sheath around the cable had been nicked. This would let water inside the cable as it was way up in the electrical mast. At night, the water inside the cable would freeze, and the connection inside the grey box on the side of my house, would disable any signal to come in properly. In the morning, when the sun would hit the gey box, at around 10, the signal would be enabled again.
When the internet extreme was available for us, the guy that brought my modem said he'd like to check the box just as a precaution. When he unhooked the cable coming from the street side to my 3 way splitter, water drops were forming from the cable. He snipped the end of it and water gushed out. 16 feet of cable holds lots of water! I joking told him that when ROGERS says you can surf the net, I didn't think they litterally meant it. He then changed the cable from the street and all the way to my house. I was credited for bad service for all these months on cable as well as internet. For that alone, I was very satisfied with ROGERS. The only thing I really hate, is when you do have problems, the CSR has a troubleshooting guide that applies to newbies and I am not a newbie. I understand more than just the basics. When I tell them that I have helped a tech install 3 new lines from their splitter to my 2 tv's and cable modem, that I have no other splitter, then I know for a fact it isn't on my side. Then they still have to make you dance on one foot, whistle , tap your tummy, and more, in hopes that it might solve my problems.
Now, with PVR's, when I do have a problem, I record some of the program I'm missing due to artifacts and when the tech comes over, I'm able to show him what it does.
Overall, I give them 8 out of 10 just for the above mistakes.