Rogers is THE WORST. And it has everything to do with customer service...
Years ago, when the iPhone 3GS was released, I wanted to buy it. I had an original iPhone 3G, but it had spiderwebbed (cracked) and was pretty much useless. I called customer service, who said that I could get the phone at the 3-year contract price of $199 if I went to a Rogers store. Went to the the store, and of course they told me that I would have to call and order it by phone. Called back, and another sales rep tells me that I will need to instead pay $600, as it is out of contract. I gave her the reference number from the original conversation, only to be told abruptly that "well that person doesn't know they are talking about". They told me they would look into and call me back within 12 hours.
36 hours later....still waiting. Called somebody back and got the same "you're going to be put into a queue". Frustrated, I hung up and called back to make a complaint, threatening that if they didn't hold up to their info they gave me in the first place, I would pay the cancellation fee and go to another carrier. Lo and behold, I was suddenly put through to (what I assumed was) the retentions department, and suddenly not only was I the one who was "speaking to the wrong person" (code for "you have to complain to get reasonable service"), but they offered it to me at the originally quoted price. Said it would be 2 days delivery (so nice as to put a rush on it!).....6 days later I had my phone.
This is just one of the many frustrating anecdotes I have. Another involves the militant wing of the cable department. Let's just say my internet was down for 3 days, and through 6 calls (being put through endless queues), all it took was a "I'm going to Teksaavy" and three minutes later it was back up. Coincidence? Nope....shitty service and complete apathy towards customers who pay through the roof for services worth a fraction of the cost.
However, I don't think Bell is any better, as I've heard horror stories about their customer service as well. I know a bunch of people on Telus who have had nothing but good experiences. Come October when my contract expires, it's Telus for cell and Teksaavy for teh internets.