Rogers Communications CEO Tony Staffieri issued an apology Monday while testifying before the Commons industry committee via videoconference. Blacklock's Reporter says summoned after failing to appear the previous week, Staffieri sought to address concerns about recent price hikes and customer dissatisfaction.“I would like to say I am sorry,” said Staffieri. “I have the utmost respect for this committee. I am very respectful of this nation’s government and the work of this committee as well.” He emphasized the importance of Rogers’ reputation, adding, “Our reputation means everything to us.”MPs grilled Staffieri over a January 17 increase in wireless account fees, with some customers facing hikes of up to $9 per month. The price changes followed cabinet approval of Rogers’ $26 billion acquisition of Shaw Communications, which had been justified with promises of lower prices.Conservative MP Rick Perkins (South Shore-St. Margarets, N.S.) criticized the company’s handling of fixed-rate contracts for internet and TV services. “You put into the fine print of a fixed-rate contract to your customers that you have unlimited ability to jack the prices up on the set-top boxes they have, obviously without any notice,” Perkins said.Conservative MP Michelle Rempel Garner (Calgary Nose Hill) pressed Staffieri on Rogers’ sales practices, questioning whether customers were fully informed about potential fee increases. “If I was a potential Rogers customer... what would your pitch to me be?” she asked. Staffieri replied, “We highlight the benefits and competitive advantages of our features.”Rempel Garner pushed further, asking whether sales representatives explicitly informed customers about potential hardware fee increases. Staffieri insisted, “We are very clear with customers,” and committed to tabling sales scripts and providing recorded customer interactions for review.Liberal MP Chandra Arya (Nepean, Ont.) criticized the quality of Canadian telecom services, recounting his struggles with cellphone coverage even in the nation’s capital. “Is this the quality of service that’s acceptable to you?” Arya asked. Staffieri responded, “We’re proud.”New Democrat MP Brian Masse (Windsor West, Ont.) highlighted the challenges faced by Rogers customers dealing with service or pricing issues. “If you can’t fight for yourself and be on the phone because maybe you’re a single mom going to work, explain why that person should pay more,” Masse demanded.
