How long will it take Rogers to get their act together, and deliver me my smartphone?

See this post, entitled “How Rogers Makes Mean Profits,” for an account of my challenges trying to get a replacement for my Samsung Galaxy Note II.

Here is an update:

I called their call centre on Monday October 21 and was told a new phone would be shipped to me in 3-5 business days.  The agent mentioned that in Toronto, where I live, the time can sometimes be as short as 1 or 2 days.

I was told that UPS would be delivering the phone, and that at each point along the journey, I would receive an email update apprising me of the phone’s location and progress.

That same day, I received an email notification not from UPS, but from Rogers, advising that the order had been placed for my phone.  And then, silence…until Thursday, when I received another email saying that the order had been placed again.

So at five days out, I have no phone, no update, and two orders placed for the same phone.

Then today, Saturday, I decide I’d better call Rogers myself.  So I call their 1-888 number and am told by a recorded message that if I like, I can avoid holding by hanging up the phone; they will automatically call me back between 10 and 16 minutes hence.

Five minutes pass and the phone rings.  I pick it up.  I hear a phone ringing, which I imagine is my phone calling into them.  It rings several times, and then – hangs up.

This transpires twice more.

So I call the 1-888 number again.  This time I am told I’m being transferred to an agent.  The phone starts ringing, presumably to that agent, and then – hangs up.

May I remind Rogers at this point that THEY ARE THE PHONE PEOPLE WHO DON’T KNOW HOW TO MAKE A PHONE CALL?

What an annoyance for their customer, a complete and utter waste of my time, and what a complete embarrassment for a brand that is supposed to be about mastering communication.

We will see what happens next.

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