If it was an email or phone call, there is, AFAIK, a scam going around that involves Rogers.

However, if you called them, then it was the real Rogers. Which also speaks volumes.

This "No one answers the phone/on hold for an hour" thing is now the norm with almost any business - and it's infuriating. Nobody wants to talk to the customer anymore. I can't even get my own doctor's office on the line. You can leave a message, but what good is that if you're sick and it takes until the next day to call back - if then? Sometimes email gets through, and that's the only way we communicate now. 

I tried to reach my veterinarian Thursday morning. From 9 AM to 1 PM, it was a "We can't take your call right now" recording. I finally called around 4 o'clock and got a real actual human being to arrange an appointment. Seven hours to get a person to pick up the phone? Unacceptable. 

This also applies to TV and radio stations. My old station used to have a receptionist who would answer every call, redirect the listener/viewer to the right person or give a caller the info if he/she knew what it was. Those days are gone. No one answers the phone anymore - if there's even anyone there to answer it in the first place. 

It's a frustrating trend and I've actually gone elsewhere when a store or service refuses to take my call to answer a simple question about something I want to buy. If you refuse to talk to me, I refuse to do business with you. Seems only fair. 

As for Bob Dylan, I tried to call him once, but the only answer, my friend, was "Blowing in the Wind."

Can't they just answer the phone and talk to their customers? There's nothing like knowing someone at a big company is hearing you. And waiting for a callback that might come in 10 minutes or two hours is torture to me.

Years ago I was having big internet problems which I thought was with Bell.  I complained to the Bell rep.  about the time I had to wait and general frustration. The Bell rep was unable to fix the problem.  He gave me a number that I could call that was "up the chain" and much quicker to actually talk to a person. 

As it turned out the problem wasn't with Bell but rather Microsoft.  It was the Bell rep. that let me know that the problem wasn't on their end.   Dealing with Microsoft also was a chore and I eventually ended up talking to someone in South Korea who was very helpful and was able to fix the problem,  But again all of this took way too much time, like a total of about 8 hours over two days. 

If you watched the Marketplace piece on Big Telecom you know that the various carriers don't answer right away if they recognize the number belongs to a customer. It is "New customers" they are quick  to pick up on. Anytime I have to deal with Rogers I do it strictly through their chat feature. There is usually a  prompt response .

I find the chat system is the quickest way to resolve an issue also. Once you get past the automated response section. I am ending a 43  year relationship with Rogers on Oct 31 as we are moving to Elliot Lake. From the research I have done so far, a service called Sunwire appears to be the best provider choice with their options seeming to mirror what  Rogers currently offers.