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.