Device Protection Guarantee

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I'm a Trusted Advisor
Posts: 31,419

Re: Device Protection Guarantee

Hello @Ap11

Have you called Rogers to block the services and see what they can do?
I've Been Around
Posts: 1

Re: Device Protection Guarantee

I am a customer of Rogers for some 30 years now.  I have, as of this post, reached the limit of my ability to stay with this provider.  It all started when I had to replace my phone at the end of January of this year.  I decided on a Samsung Galaxy 6, pretty much a normal smartphone.  I opted for the contract where it paid out over 2 years, which I usually do, and allowed the salesperson to tack on phone protection, figuring that, since I work outdoors (my last phone literally froze, which was why I had to replace it) it would be prudent.

A month later, this phone starts dropping connection to cell networks.  I would have to go and manually search available networks to reconnect.  After about 2 weeks of this behaviour, it stops connecting altogether.  The rest of the phone works fine, connects to the internet, etc. Just no cell service.  I take it in for service.  3 weeks later, I am given a terse call by the franchise I took it to that my phone will not be fixed as it has "severe corrosion" and "water damage".  I find this kind of absurd, but fine, I have insurance, right?

Wrong.

Turns out this is third party insurance, which I was not informed of when I signed up.  The deductable is $230.

For a phone that was manufactured 2 years ago and only in my possession not even 2 months.  I also have to do all sorts of paperwork and pay in advance to see if they will bother shipping me another.  Rogers also informed me that I will have to shell out the 'full' $600 cost  if I decide to leave.  I also got hit with $60 in excess data charges from the malfunctioning phone dropping and reconnecting.  I feel like I have been conned and my loyalty abused.  I have had no satisfaction from Customer Service, retention, or the local Rogers franchise.  It reminds me of the predatory tactics that the banks have been accused of lately.  I am going to end up paying almost $1000 to 'buy' a phone that had either a manufacturing defect or was badly handled and stored before it was fobbed off on me.   This company is the United Airways of service providers!

I'm a Trusted Advisor
Posts: 31,419

Re: Device Protection Guarantee

Hello @User1811303

Welcome to the forums!

First let me say that i am sadden to hear what happened.

Second. Just to run u through something. The insurance u pay has a deductible of $200 Plus taxes for ANY phone u get. So if I broke my S8+ and wanted another one, they would charge me $200 for it. Sadly this is how it works and if the rep failed to inform u, then it's a mistake on their end but Rogers had a site linked with Asurion which shows u this as well. It doesn't matter how old the phone is. There is a deductible for all phones. Some are high till $200 and some are low in pricing.

As for the charges of the overage. Have you spoken to a manager and see what they can do? Also have them check out why u have to pay $600 to cancel ur account seeing as u did not do a upgrade, all they did was send u out a replacement phone.

Best thing to do is contact a manager. If that does not help ask the manager to escalate it to the Office of the President and have them look at this.

First though try and connect with @CommunityHelps and see what they can do!

Moderator
Moderator
Posts: 1,144

Re: Device Protection Guarantee

 

Hello, @User1811303

 

Thank you for joining and posting your concern in the Community. I appreciate your loyalty and I would be disappointed as well with such ordeal.

 

We can definitely dive into your account and explore the options for you. Please send us a private message at @CommunityHelps. Our private messaging system is explained in this blog.

 

Cheers,

RogersMoin

 

PS: Thank you, @Meowmix

 

 

I've Been Around
Posts: 1

Re: Device Protection Guarantee

Device protection is a rip off. Rogers has the worst customer service of any company I have ever dealt with. Incompetent and dishonest.
I've Been Around
Posts: 1

Re: Device Protection Guarantee

Be aware that you no longer have whatever was left of your Apple warranty.
I'm a Trusted Advisor
Posts: 31,419

Re: Device Protection Guarantee

Hello @jgilroy1

Not really. If you contact Apple and let them know what happened, they will give u the remaining Apple warranty on that device as long as it's added to ur account. Done this before and worked without issues.
I've Been Here Awhile
Posts: 4

Re: Device Protection Guarantee

Loyal Customer?

 

Hi there
I've been a loyal customer of Rogers wireless for 20-22 yrs.I took over my wife # when she past 10 yrs ago. I have purchased the wireless insurance plan and pay evey month. Recently I had my bag drop off the back of my truck and ran it over with my phone in it , needless to say the phone was crushed!
I called Rogers and they told me there was a $200 deductible and it would not be worth fixing. So now I have to pay off my existing contract ( which can afford) and get a cheaper phone. I feel so taken advantage of.Insurance was just wasted $.
I'm now thinking about pulling my services and going with Bell who consistentaly tell me in letters why I should go to Bell. For the most part I have ignored them as I thought loyality meant something.... Guess I wrong.
Sincerely,
John

I've Been Here Awhile
Posts: 4

Re: Device Protection Guarantee

If your not well versed in the English vocabulary and non confrontational the people at Rogers will not care about how long you've been a customer. They are told to save money at all costs.....
If not for Loyal customers Rogers would be out of business. Full Stop.....

I've Been Here Awhile
Posts: 4

Re: Device Protection Guarantee

I forgot to mention that not once did my wife and I ever get a free phone , or ask for anything! Now thats loyalty.
Just paid our bill and shut our mouths.And thats the thanks you get.
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