Unpredictable. Unfocused. Just like life.

Just when I was seeing a slight improvement in service from Rogers, my wireless company, it seems that their online management tool for my wireless services doesn't work at all. I've tried several times to make changes to my services and have failed every time.

A while ago I tried to add a $10 text messaging plan (2500 sent messages) to my son's phone. Rogers provides no confirmation of changes. It wasn't until I received a bill for $132 for text messaging that I realized that the change hadn't happened. A customer service rep reversed the charge and said that he put my son on the $10 text messaging plan.

Little did I know that Rogershas two $10 text messaging plans. One plan offers 2500 sent text messages. The other offers 1000 sent text messages and 2500 received messages - not that impressive because received messages are free. So I was now paying $10 a month for 1000 messages, when Rogers could clearly see from my account that my son sends almost 2000 messages a month.

So tonight I changed it, as well as added back the voice mail/call display plan that was lost when my son switched to GSM and was told he wouldn't lose any of his services. Again I received no confirmation, but this time I copied the order for future reference.

One would think that a company in the internet/communication business might have a better grasp of the internet and communications. Yet so far my every interaction with their website has involved at least one very bad billing surprise and one very frustrated call to the phone operators. And virtually every instance has given me a worse impression of the company.