How Rogers can improve their company

I was originally going to title this post much more harshly, using some very descriptive and emotional adjectives, but I decided against it, hoping that maybe Rogers has some social media monitoring in place, and they will ultimately pick this up and want to actually solve a problem and make a customer happy. Yes, my problem with Rogers stems back to my original beef with RIM and their Blackberry, and the same problems I was getting before. RIM's solution was to send me back to the 'store' where I bought my blackberry. Yes, because people who work in the retail stores for Rogers are incredibly skilled and have amazing and unlimited resources to solve highly technical problems. No, today's post concerns simple customer service design. Specifically 'Live Chat'. I'm sitting here with another JVM error, pissed at RIM, Rogers, and the world, and the Rogers Website has duped me again into thinking they care. I go to the Rogers website, hunt around in the FAQ a little bit, and decide to try the live chat to see if someone working at Rogers has heard of this kind of problem, and can recommend a solution.

I fill out the form, which by the way has an EULA a mile long? Why is this? Because they use the same live chat for Mobile, Internet, Cable, etc most likely, they may need to take over my system, take screen shots, etc "to solve my problem". Well great-- except my problem is with a mobile device, and I don't have the option of NOT agreeing to the EULA.

So then, I get one more warning, telling me that now that I've agreed to everything, Rogers technical support may look at my system, etc, and I have to AGREE again with a big button to connect me to live support (Picture above). This is where my blood boils. After all that, Rogers has the balls to tell me the "shop's not open". Sorry, no live support on Sunday. HELLO? This information would have been extremely helpful 15 minutes ago when I started your process, and BEFORE I agreed to all kinds of useless things in your EULA and BEFORE I gave you my phone number and email address, and BEFORE I thought you cared in the least for your customers.

Honestly. Just put this graphic up when someone clicks live chat when the service is unavailable. Don't wait until the end of the process, because now I'm angry about my original problem AND I'm thinking you have no idea how to design an experience flow. Do you not want my business? Am I too much for you because I actually demand a quality product, with quality service? Rogers Wireless-- I seriously hope you're listening. I hope Nadir Mohamed, new CEO of Rogers, has spent some effort communicating the value of customer service in this world of digital soap-boxes and Consumerist-reading customers.