The phone is a source of stress for me, so I avoid using it as much as possible. In December, after months of procrastinating, I called my cell phone provider to make changes. I hardly use my cell phone, receiving a couple calls a month.
I call Rogers and I speak to a service representative, explaining the changes I want to make. By the end of the call everything is in order. The next bill will have cancellation fees on it, but after that my bills will be a third of what they are. I’m glad I made the call.
In Canada, a monthly cell phone bill is equivalent to a loan payment. According to an article in the Huffington Post, http://www.huffingtonpost.ca/david-christopher-/canadian-cell-prices-are-horrible_b_3613139.html” Canada lags behind other industrialized countries.
The report confirms what pretty much everyone already knew: that Canadians do indeed pay some of the highest prices for some of the worst service in the industrialized world.
I receive an email with the account changes and service agreement. I put off reading my email until after Christmas and I put off calling Rogers until today.
I make the call and explain the reason for my call. I also explain that the prices I was quoted for the new services don’t match the prices stated in the email. The service representative thinks this is my first call and directs me to another department. I welcome the transfer because I can’t make my request clear.
While I wait on hold for the second time, I notice the flip-page calendar of my one-a-day bible verses.
Today’s Bible verse, in the New Living Version, Ephesians 4: 26
And “don’t sin by letting anger gain control over you.”
I breathe…deeply…in and out… It’s a long wait. I do a lot of breathing. The wait is interminable with intermittent breaks from the service representative; informing me that the line is still busy, and do I mind if he puts me on hold for a little while longer.
Finally, I am speaking to someone who understands exactly what I want. He puts me on hold while he checks my file. We are accidentally disconnected. I look at the bible verse for today and I want to throw it across the room! Instead I breathe, and call back.
The drill is the same: listen to a pre-recorded message, push the buttons, and then wait on hold for a representative. Again, I explain why I’m calling, and again I’m on hold waiting for another department.
Another representative picks up my call and asks, “How are you?”
“I was fine,” I reply, a hint of sarcasm in my voice.
I fill her in on the details. She takes down my number and goes to work. She is kind, understanding, and apologetic; I’m tired, worn down, and exasperated.
When she clearly understands exactly what I want she says, “I have to transfer your call.”
I wait on hold, listening to the jarring, static Rogers’ jingle, over and over and over again. My lovely service representative, comes on the line every few minutes, to profusely apologize. And to let me know that the line is still busy, and do I mind waiting, a little longer.
So, I wait, as I argue with myself, “Don’t hang up, you’ve come this far, you can do it!”
“I can’t take this anymore, I’m hanging up!!!” I argue back.
The defeated side wins, and I hang up.
This started with a phone call, something I do not enjoy, to have a mistake made by Rogers, corrected. I was on hold half-a-dozen times and spent three hours accomplishing nothing, while I was waiting for Rogers.