Rogers Community Forums

ya and i dont like it

I HATE this new quick access guide...when I press Guide I want the guide not this menu. I shouldn't have to press the Guide twice to get the actually Guide. I find this Quick Menu pointless and redundant since we have buttons on the remote already for most of this ...LIST for the PVR ...FAV for the channels we would watch the most...Rogers On Demand buttons for the on demand stuff. Having to press the guide twice to get the actually guide caused a delay that is annoying since that is the way that i surf channels. My satisfaction level with rogers has greatly decreased with this feature being forced on me.

PLEASE GIVE US THE FOLLOWING:
- the ability to opt-out of this menu  or an option in the settings to turn OFF this feature
- change the order in which the Quick Start Menu comes up. Example: Press Guide once to get the Guide and Press Guide Twice to get this Quick Start Menu

I can't believe how shortsighted Rogers has been with this implementation.    It now takes me three times as long to get to the same tired old guide which they have had for years.  I just called customer service to find out about it and there is no way to disable this "enhancement".  This is anything from an enhancement as it prevents you from quickly getting to the program guide which is really where they should have spent the time and money upgrading old technology. 

Although I am sure sports fans will love being able to watch six channels at once this is not something I am interested in doing on a regular basis.  I think my simple little mind can only handle one or maybe two shows at a time never mind six. 

If you want a good laugh go look on Twitter and search for "Rogers guide" and you will see some great feedback about this crappy feature.  I can assure you I will be switching to Bell if they don't fix this soon.

This Quickstart guide is INTRUSIVE. Why is Rogers pushing rather than letting customers 'pull' new products and services. This as well as the Rogers On Demand Online is just a big joke. What a bizarre company. Why don't you update your 80's IPG rather than spending time on money on these things that are doomed to fail. Have you EVER seen any positive feedback on anything you are doing on Twitter or anywhere else...? I am now looking into alternatives to replace my overpriced underperforming cable tv service. Hope you enjoyed taking my money.

What a ridiculous thing to slap in front of the already outdated 80s guide!  Bad enough it takes forever to search for something on the 4:3 guide using my HD Scientific Atlanta box, but now Rogers has added a PR page that shoves useless information in my face.  No Rogers, I don't want to see six channels at once showing me channels that I don't care to see in the first place.  No I don't want to see Pay Per View.  No I don't want to have to press GUIDE twice to bring up the guide.  Here I thought you would be working hard at fixing all the problems with the guide but instead you added more.  Awesome.  So did you ask customers if they wanted this useless feature?  How about this all important question, did you put in an option to DISABLE this useless feature?  Have you ever heard of customer focus groups?  No, I didn't think so.  And thanks for the form email response regarding my complaints about this new "feature".  Please don't insult me by providing me with a link to try to sell me on how "awesome" this useless feature really is.  If it was so awesome, then tell me why message boards are flooded with complaints about it?  Here's a suggestion for future "enhancements":  ask the customers because honestly, they are the reason you exist.

I have never seen a need to use this forum until today. I registered just so I could express my displeasure about this new guide.

Of all the problems with the existing IPG, I don't think anyone would have listed "I would like to have to bypass an advertisement before using it".  While I can see some possible utility for the on-demand listing and the ability to reboot the digital terminal without having to take 3 steps and unplug it (God forbid!) these potential positives are more than outweighed by its numerous and glaring faults.

Rule one of usability testing and QA is to make what your users want to do easier. At the very least, you absolutely don't make it more difficult.  I would wager that the Guide button is the single most-used button on the remote. With this product, you have taken the single most important feature and not only made no useful improvements to it, but made it take two or three times as long to get to.  Great job.  The unanimously negative response to this product would seem to indicate that no testing whatsoever took place, but if you did user-test this product prior to roll-out then your testers should be fired. Out of a cannon. Into the lake.

Also, we're already paying you (and, in most cases, paying you far more than the service warrants) for service. We don't need to have advertisements crammed down our throats.  It's bad enough that all the on-demand menus are crammed full of ads screaming at us, having to look at ads every time we open the guide is absolutely ridiculous. I can't think of any other TV provider who has the sheer contempt for their customers to even consider an idea this bad.

Rogers, if you're as interested in offering your customers a good product as your marketing says you are, here are some ways to improve the quickstart guide:

- Put it behind the IPG, not in front of it.  Have the IPG show up by default and an extra keypress to get to the quickstart menu.
- Don't bombard us with ads. Your users are smart enough to see it for what it is: an attempt for you to make even more money off of them.
- The IPG is the core of your viewing experience, but it looks dated compared to your competitors' offerings.  The layout is fine, but add more features that people actually want.  Allow users to re-sort or not display channels. Make the IPG 16:9 if the viewer is watching in HD.  Improve the search features. Colour-code by program genre. Allow people to change what time of day the terminal goes into sleep-mode, or disable it outright (some of us watch tv at 1am).  Don't clutter it up, waste space, or fill it with ads.

I'm currently paying you $150/month for TV service and I can't remember the last time I felt like I was getting a product worth that much, or felt that Rogers even valued my business.  Word of mouth goes a long way on the internet, and I don't think you can afford the bad publicity and lost business you are going to receive if you don't fix the problems with QuickStart.

I too registered just to express my displeasure with the new Quick Start Guide. What an incredibly useless set of features that get in the way of me accessing something I actually use.

After being a mostly satisfied Rogers customer for more than ten years this change has me starting to look for alternative services. The only alternative to avoid the guide seems to be to locate a cable box that doesn't support it. I'm stunned that Rogers thought people would want to look at a Rogers ad before going to the guide.

Add me to the list.
I too registered to this forum to learn how to disable this new Quick Start "feature"

OMFG Rogers....

I also registered just to post my impressions of this new guide. It's incomprehensible to me that Rogers had the guts to shove this down the throats of all their customers.

Here's what I would have liked in a revised program guide:
- 16:9 support
- Letting me only list the channels I subscribe to
- A half-decent color scheme (hint: look at Bell's)

Here's what I got:
- 4:3 on my widescreen TV
- Riddled with ads, it's like you want to slap your customers in the face
- Packed with useless features that you can't customize or remove
- Gets in the way of the actual program guide

What were you people thinking...

Similar to others, I have registered just to post my thoughts on the guide.  I'm infuriated that Rogers has done this.  It's a slap in the face and reminder to me that they do NOT provide good customer service.  I agree with another registered user's suggestions of:

PLEASE GIVE US THE FOLLOWING:
- the ability to opt-out of this menu  or an option in the settings to turn OFF this feature
- change the order in which the Quick Start Menu comes up. Example: Press Guide once to get the Guide and Press Guide Twice to get this Quick Start Menu

Rogers has responded to complaints with: (taken from: http://itnerd.wordpress.com/2010/01/18/ … ative-why/)

We feel Rogers Quick Start menu is an improvement to the interactive programming guide that Digital TV customers currently use to find the TV listings.

It allows customers to quickly and easily find the TV content they want to watch. The Quick Start menu puts everything all in one place, giving customers an easier way to access the latest shows, news, sports, and weather.

It also allows them to see the best in On Demand, see a listing of channels currently in free preview and even play games.

We’re passing on all the feedback on QuickStart to the team so the service can be improved in the future.

PLEASE, Rogers, for once, listen to your customers and provide us with the service WE want.

Last edited by jrutherf (2010-01-28 12:55:40)

Really Cheesy and stupid.  I just want to click on the guide and get the tv listings- not some stupid pitch for crap. 

I'm sure a bunch of number crunchers have determined this is the optimal way to generate maximum revenue per customer.  I'm sure a bunch of marketing types are loving the opportunity to prove their worth with the new 'enhanced' guide. 

It feels exactly like all the cheesy crap that happens when you turn on your TV at a hotel - you get pitched for buying stuff and really I just want to see what's on TV. 

Get off the intrusive kick Rogers.

I'm sure the marketers will read all this at the office and come up with the answer that we're all a poor sampling and only 3.2 people out of 100 hate it etc.

It's annoying in the way when you have to go to the bathroom and your zipper is stuck.

I emailed Rogers and asked to have the quick start guide removed from my service so that the GUIDE button will take me directly to the IPG.
Here is the response:

"We designed our new Quick Start Menu to enhance your cable television viewing. We in no way meant for it to be a nuisance to you. Unfortunately, we are unable to remove the new Quick Start Menu from your Guide. Be assured that we take your concerns very seriously, and appreciate the feedback that you have provided and this has been sent to the appropriate group for their review. "

I wonder how much sample testing they did before implementing.
I don't ever remember receiving a survey asking if I would like this service, nor being invited to participate in a test of the service prior to implementation. Sounds like no-one else was asked either.