Thank you for the letter that you had couriered to my home yesterday. I too regret that you cancelled a rendezvous that had been organized long in advance, and around your schedule. You reiterate that you are keen to meet with us, though I must say that I am beginning to question whether that is true.

You gave my partner Harry Gefen your commitment that you would come over to our home in the New Year to meet with us in this setting. Let me explain why the prospect of the re-arrangement that you are now proposing - in which we displace ourselves and meet with you in your office or over the phone - is not palatable to me:

I have spent hundreds of hours since August 26 dealing with Rogers, trying to get relief from a problem which you have now fully acknowledged was mistakenly assigned to me.

I have spent hours on the phone with Rogers, a fair portion of it on hold, trying to communicate with a large array of anonymous customer service representatives (CSR's), very often simply trying to correct the 'misinformation' of the previous CSR who had sent me on wild goose chases for non-existent relief or resolution.

I have spent hours at the Rogers outlet that is on the ground floor of Corporate Head Offices (10 floors down from your own office) trying for weeks and months to sort out the now notorious error arising from Rogers' attribution to me of responsibility for over $14,000 worth of calls that I never made. I have also returned multiple times to that outlet to sort out the mess arising from the fact that Rogers cut my 12 year old son's cell phone off a full 8 days before my invoice was even due because I was not making a 'promise to pay' that sum. The signage on the door of that outlet reads "The Experience Starts Here." My own experience with Rogers since August 26 - which has been a hellish one - has given that phrase a whole new meaning for me.

In order to dispute Rogers' claim that I owed the total charges made on my stolen phone (the right to dispute charges being contractually ensured) I spent hours on the phone trying to get a single CSR to disaggregate disputed from undisputed charges so that I could pay off the undisputed charges and keep my account in good standing. After several fruitless months spent in this exercise, it was finally suggested by the litigation clerk assigned to my case - eventually the only person at the corporation who was tasked to respond to me - that I displace myself and head over to corporate head offices and dispute, in her presence, every individual call made on my stolen cell phone. I was told that weekends and evenings would be made available to me for that use of my time.

As you know, there is no reception at Rogers for the ordinary consumer to deal face to face with a real human being. In the place of a reception, there are two security officers in the lobby of corporate head offices who work for the security company that Rogers has hired - I can only assume for the purpose of ensuring that contact between the ordinary consumer and the corporation is kept at the greatest possible distance.

Although Rogers corporate head offices on Bloor Street is the location specified on the contract for delivery of legal documents, I have spent hours in that lobby trying to get a representative of the corporation to descend from the 9th floor legal department to simply receive documents related to my dispute with Rogers.

At one point this fall I was told by the litigation clerk assigned to my account that she would not come down and collect my response to Rogers' "offer of settlement" (entailing my payment to Rogers of $2,000). She claimed that I was "harassing" her by making a personal delivery of this document.

I have spent hours in Small Claims Court filing documents and making legal arguments to have Rogers remove my personal data identifiers from the court record.

I have, in other words, already displaced myself many times over to Rogers' corporate head offices and to other venues across the city of Toronto. I have to say here that I have resented mightily the implication that I have endless hours at my disposal to resolve a dispute not of my making, and that I should find no trouble at all in changing my routines to accommodate the corporation's needs and demands. At virtually every turn I was frustrated in my very basic wish to get a hold of a real human being who could relieve me from the black hole of seemingly infinite disruptions that Rogers was arbitrarily prepared to visit upon me.

Rogers contributed directly to the problem that occasioned such a disruption of my life by failing to follow its own protocol to mitigate losses resulting from a stolen cell phone and to zero the charges on my account accordingly. This you have acknowledged both personally to us and, through your communications department, to the public at large.

In light of the many times that I have accommodated my time and my routines to Rogers' center of gravity, it does not sit at all right with me that I am now being asked to do so yet again. At one point on Monday afternoon, your Vice President of Communications, Janne Innes contacted us regarding the cancellation of your commitment to rendezvous with us in our home with a request that we come to your offices instead. When we told her that we could not simply drop what we had already organized, in part because we had the care of our son to attend to, she suggested that we simply bring him along to your offices. I find this presumption about our readiness to accommodate our lives to Rogers' needs to be an apt reflection of the cavalier disregard with which your corporation has treated us from the outset.

And I have to say, in light of the wall of intransigence that I met from Rogers right up until the very moment that my experience appeared on the front page of the Globe and Mail, the impression is strong that Rogers grants the rare privilege to meet an accountable human being at the corporation only when it finds itself hauled into the court of public opinion.

We live seven minutes from Rogers head offices - walking. You committed yourself to coming to our home to meet with us. We have been extraordinarily generous and flexible in accommodating your schedule. You had our assurance (gratuitously offered I might add) that we would protect your privacy interests by excluding the media from the meeting, despite their multiple requests to be present. We also made clear to you that we regarded the meeting to be sufficiently private that we would neither record nor transmit any of what transpired in our home during that now aborted meeting.

In light of the hundreds of hours of disruption and many times that I have displaced myself to Rogers head offices in an attempt to resolve matters reasonably, peaceably and expeditiously - all to absolutely no avail until the media intervened - I believe that the brief displacement from your routine inherent in meeting your commitment to come to our home asks very little of you.

And, frankly, I resent deeply the implication that your time, and the comfort and convenience of your domain, is so vastly more important than my own.