Rogers Rage

Last Updated on: 27th March 2014, 02:00 pm

Ok, now that I’m not full of Seething rage at the stupidity that I’m about to describe, I think I’ll describe it. What’s that, little part of my brain that’s looking at the rest of my brain wondering what’s wrong with me? What’s that you say? Why am I so mad at this? I really don’t know. All I know is it makes me madmadmad.

I got a happy Rogers newsletter. It said that I could participate in the customer appreciation contest by going to this happy website. Any other blinks see a problem with this website? Anyone? Maybe the fact that it’s designed so JAWS can’t make heads or tails of their flash and you can only see the title?

Since I’ve already screamed blue murder about the Rogers website and its serious accessibility woes, you can understand why I’d be a little pissed. So off I go to the contact form to tell them what I thought. I said:

I am getting supremely frustrated with the chronic problems I have with accessibility and your site.  This will be the third time I have had to complain about website difficulties.  I am blind and use a screen-reader, and every single contest you run is made completely inaccessible.  Please, please, please, consult someone on how to build a site that is accessible to screen-readers.  It is an insult to your customers who use them that you do not care enough about their issues to make your site work.  It is not that hard.  the current contest I am trying to access is

I am sorry if I seem unreasonable.  I am just sick of having to send these messages and seeing no improvement and more problems.

Thank you in advance, and I sincerely hope someone on your team takes this message to heart.

I thought, ah, I’ve said something. Let’s see what they say back. And this is what they said. Hold onto your hats. this is going to be fun.

Dear Carin Headrick,

Thank you for taking the time to write to us, we appreciate your use of online customer service.

In your recent email, you have informed us that you are experiencing difficulty when trying to enter the Rogers Customer Appreciation Event.

Please feel free to visit
and follow the steps to register for your chance to win.  If you are experiencing difficulty please click on Contact Us at the bottom of the page and complete the e-form.  You will receive a response within 10 business days.

We do appreciate your feedback because this is very important for Rogers to hear comments, opinions and suggestions from our Valued Customers. This feedback is used to create ideas for new products, services, policies and procedures in the future.

We do apologize for any inconvenience this may have caused you and thank you for choosing Rogers.

For future reference with respect to this e-mail, please quote reference
number xxx

Support Gerbil
Rogers Online Customer Service

Must start counting to 10. 1….2….3….4….5….6….ok I think I won’t explode or have an aneurysm now. .

In case you’re wondering, she didn’t sign it Support Gerbil and my reference number isn’t xxx. I just figured why would I reveal anyone else’s identity or stupid reference numbers. Plus, I think Support Gerbil is a better name for her. Let me dissect this piece of complete dumbassitude.

She says I’m experiencing difficulties. That’s an understatement. That would be like saying when your TV screen blew off that you’re having a little trouble seeing the picture. Ga!

Then, right after I told her that I am having troubles with the site, she tells me to go back to the site and complete the steps for the contest. Hey dumbass! If I could register, would ya think I’d waste your time and mine sending you emails? You’re an idiot.

And, if I could see the contact link on the bottom of the fucking site, would I be contacting her department?

And, 10 business days? We really matter, don’t we? Way to demonstrate that we’re valued customers. It’s a good thing the contest isn’t closing any time soon.

Because I just couldn’t handle the stupidity that I got, I sent the following back:

If I could read the site and follow the steps, I wouldn’t be emailing you. Please try to read the messages you’re responding to before responding in a formulaic manner.


I wonder what kind of a response that will bring me. But, if some circuits blow out at Rogers, you know why. It’s because some drone had to think too much, and the sparks messed with the whole place. Seriously though, what kind of an answer was that?

I know some people would probably think that I’m being stupid because this is just over a contest. But since this has happened three times now, I’m afraid this cute new Flash style is going to spread to the main site and when I need something from there, it will be inaccessible too.

I hope somebody somewhere sits up and takes notice. What’s that, little part of my brain? What am I smoking? Nobody will notice? Yeah. You’re probably right. But I have to try.

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