Well I have to say, I'm impressed with Rogers. Months of complaining (I've written about it in tedious detail here), calls, and defection; they've (partially) redeemed themselves with a (newly) implemented social media program -- they're listening. @RogersRob replied (well actually he was on vacation, @RogersMary took care of me). I followed her, she direct messaged me, took my contact info.
Literally days later, I received a voicemail from 'Steven L' from "the office of the president" at Rogers. We played some phone tag, but we spoke yesterday, and I have to say again that I'm impressed.
Steven listened to my story, conceded that it wasn't particularly well-handled (either the sales or support process) and offered up 50% of the early cancellation fee (~$250). He also made sure to mention that he was willing to provide the rebate even if I don't come back to Rogers.
I offered to volunteer for a customer advisory board related to early cancellation feeds and Steven said he'd look into it. He conceded that there's a chance that the ECF wasn't properly communicated originally. I told him that that could have been solved by putting a letter in my first bill clearly (simply) stating the policy, the cost, and a phone number to call w/ any questions (or to address my buyers remorse).
A couple of weeks later, the check showed up, but they haven't taken me up on my advisory board participation.
