When Anil Sedha attempted to cancel his Rogers business internet service, he faced a seven-hour ordeal over weeks due to broken online support links and long wait times on calls. His experience reflects a broader trend among Rogers customers, who have reported similar issues amid recent call center layoffs and increased reliance on AI for customer service. Experts suggest that the lack of competition among major providers like Rogers, Bell, and Telus exacerbates service problems. Critics argue that customer service suffers as companies prioritize digital automation over personal interaction.
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