In the Case of Rogers vs Crystal

If Rogers Wireless didn't have such a fantastic partnership with Research in Motion, I would have switched service providers a long time ago.

Sure, I spend way too much time on my Blackberry; texting, BBMing, Facebooking, MySpacing, Tweeting, Flickring, Googling, app browsing, weather checking and occasionally talking but I do what I must to keep in the know.  To avoid ever being overcharged, I make sure I have a wireless plan that incorporates all my needs for the lowest price.  Consequently, when I received my bill this month I was horrified to see that I was being charged $203.65.  I frantically fumbled through the pages of my bill in search of these alleged overcharges and where I found them was a shock.  According to Rogers, I had exceeded my 350 daytime minutes therefore increasing my voice charges by $63 dollars.  Talk time, really?  C'mon Rogers, if you're going to try and overcharge me for a service, let it be a service I use frequently.  Naturally I picked up my Blackberry and dialed *611 (connects you to Rogers for free from your mobile device).  After miscommunication with the high-energy and rather annoying automated Rogers guy, I was finally put through to billing.  Together we spent the next 28 minutes (I timed it) discussing where these mystery charges came from.  Eventually the representative caved in; and granted me a credit of not $63, but $85 dollars.  Feeling content and liberated I thanked her for her help, hung up and immediately Tweeted, BBMed, MySpaced and sent texts updating my friends on what had happened.

So here's some advice on how you can get your way with Rogers Wireless:

1 - Do make sure you have a legitimate and solid argument (confidence is key)

2 - Do have a  good standing with Rogers (they'll be helpful if you're a good client)

3 - Do thank the rep for their help

4 - Do not yell at the rep no matter how ridiculous they are

5 - Do not play the 'I will end my contract if you don't give me what I want' card.  You know you won't

Make sure to thoroughly check your bill to ensure you are not being overcharged.  Inquire if you feel like something is not right.  If you do not have detailed billing, get it.  It's important to see what activity is going on with your account and is a good reference if you do need to call Rogers.