Some companies now have online chat services. I've learned the hard way to prefer those and send myself a copy of the chat by email. You can even escalate to a manager using chat now. Specifically referring to Rogers, there's also an Office of the President (which can be hit or miss but will at least answer your question, with a vague or otherwise reply), an ombudsman for Rogers (sometimes helps, sometimes not).
Ultimately the organization that seems to help the most, if you know it exists, is the Commissioner for Complaints for Telecommunications Services Inc. (CCTS), "an independent organization dedicated to working with consumers and service providers to resolve complaints about telephone and internet services."
"The CCTS handles complaints about most telecommunications services provided to individuals and small businesses, including home phone, wireless, Internet, and Voice over Internet Protocol (VoIP) services."
Interestingly enough, the CCTS as an industry group is paid based on the # of complaints. So carriers both have an incentive to create better support mechanisms and to never hint that the organization exists. But once you know ... it's a fourth option after the first three tries at contacting a telco.
And this is why we can still survive in Canada with a company that provides what seems like a third of Canada with cable TV, internet, wireless service and home phone ... but hey, at least we don't have to buy all that from Ma Bell like we used to! (If you want to see what AT&T would look like if it weren't split up, just look at the molasses that is Bell Canada... http://en.wikipedia.org/wiki/Bell_Canada )
