Don’t just complain, advocate for what works.

I recently did a complaint post on my cellular service from Bell. I think complaints only get you so far. I’m not their customer anymore (well net 30 days), they have no need to get/keep me happy.

I do want to go to the other side and deal with what works. Rogers was having alot of issues with there service last fall (2009). There was a 2 week period where the phone was having serious problems. The scuttlebutt was that Rogers was doing rolling upgrades across the country and this was our turn. While I never saw any notice of this, a local cellular store reported receiving emails through the service channel.

I am typically slow to complain, as it seldom has any real affect. A vendor may give you a credit, apologize for the service, or just stonewall you. Since none of that really solves my problem why waste the time.

There is a bigger purpose for complaints. Hopefully people inside a vendor service organization can start to use them to actually fix things. So in this case I took it up the ladder.

This is where things get better. Rogers has a complaint path that includes their customer service center, escallation to a manger, the office of the president, and an obudsman. And after that, there is the CRTC and the Commissioner for Complaints for Telecommunications Services (CCTS).

With the prevalence of multi-year service contracts, I think a ‘remedy’ for poor service would be to reduce my contract by at least the same number of days I had the bad service. I think the risk of increase customer churn is a true motivator in the cellular business.

I didn’t get that but I did get was a quick response and a credit on my bill. The process worked as best it could and certainly alot better than it did with Bell.

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