Bad Upfront Edge Experience for the Second Time

[ToriFitzgibbons]

Twice in less than a year I have had a horrible experience with the upfront edge program. First I upgraded my phone online in September never received a return kit and took weeks of me contacting rogers to even just get a shipping label, eventually got one and returned the phone but there was absolutely no delay on Rogers end for putting the charge for the phone I was attempting to return for weeks on my account in the meantime. I then had to reach out and get them to reverse that charge from my account even after they acknowledged they received the phone and it was in good working condition.

Most recently with my partners phone I thought it might be better to just do the entire process in store. We go in have great service upgrade the phone and return the phone in store, no problem, or so I thought. It is now two months after I’ve returned the phone in store and told I would not be charged that I wake up to an email saying I have not upgraded or returned the phone and the term has ended and I will be charged.

Contact chat they tell me essentially they can’t help me, that I now have to call the store to confirm because it’s been over a month. Simple question, why wouldn’t it be flagged on my account that the phone was returned in good working condition in store? I see other posts on this forum with the exact same issue when it comes to returning any devices. Clearly there is a problem with your device return process rogers and you end up putting the burden on the customer to resolve it or face charges they shouldn’t have to even when they follow your process to a tee. Seriously considering moving both phones, internet and cable to another provider after well over a decade with Rogers.

Do better.

[RogersMoin]

Hello, @ToriFitzgibbons.

We appreciate you joining our Community and sharing your Save & Return (Upfront Edge) experiences. It's disheartening to learn about your repeated negative experiences with the program. It's not the service we strive to provide. Your feedback is vital to improve the Save & Return process. 

The device returns are checked at the warehouse to see if they meet the return criteria. A device in good working condition must power up to the home screen, accept and hold a charge, and have the ability to perform a factory reset. The device must function correctly, have no physical or liquid/moisture damage, and have no missing parts. The screen must be void of any dead/dark spots and/or blemishes.

We hope the store can help sort out the device return processed at the store. 

Regards,

RogersMoin