7/25/2019 Rogers response to CBC Marketplace story about cellphones

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January 26, 2016

Ms. Lynne ChichakianAssociate ProducerCBC News/Marketplace

Dear Ms. Chichakian,

Thank you for getting in touch with us about the service Ms. Hebert received from Rogers after purchasing a newphone in 2014.

After reviewing Ms. Heberts account details, itis clear that more could have been done to help her resolve the issueshe was having with her device. Shortly after her interaction in 2014 Rogers embarked on a complete overhaul of ourcustomer experience, including the hiring of a Chief Customer Officer and better technology and training for ourcustomer care team.

Now our team members are more empowered to resolve any issues a customer has right from the get-go. We havealso introduced a number of new ways for customers to get in touch with us, such as Facebook Messenger, and moreself-serve options through Device Aid on our MyRogers app on phones. These new options will save customers timeand address their questions on their schedule, at their convenience.

We are proud to see that the rate of complaints about our service to the independent Commissioner for Complaintsfor Telecommunications Services (CCTS) has declined by 50% in the last two years as a result of theseimprovements and our ongoing commitment to our customers experience.

When Ms. Hebert got back in touch with us earlier this month, we were able to resolve her concerns quickly to hersatisfaction. We always want our customers to have the best experience possible. If for some reason an issue arises,

we will make every effort to resolve it quickly and effectively.

All the best,

Aaron LazarusSenior Director, Public AffairsRogers Communications Inc.