Bad experience

[Shubhankar60]

I want to share what i went through after being a loyal customer to rogers even after all the network intruptions.

On 31st march i contacted customer support live chat agent for my device upgrade in Ontario. The agent offered me samsung galaxy s23 256gb for 15/month and $380 buy out after 2 years under upfornt edge program. I didn't take the offer and wanted to think about it.

I went to chat department next day, firstly agent said the offer was made incorrectly the price is actually for 128gb and I told him to check the previous conversation and he said he has done it already. And clearly he was lying when i told him i have the copy of transcript, he switched his stand and asked me to provide the copy as he can't access the previous conversation.

I requested to talk to senior manager and I told him i will provide the copy to them. The senior manger said the same thing and refused to honor the offer. I copy pasted the transcript, she replied we don't trust these as these transcripts can be easily tempered. I was like what is the point of sending these transcript if you don't trust rogers email. I was furious still somehow kept my calm and finally she found the promotion in my account and apologized for the mistake and inconvenience it caused.

So everything was setup again and she promised it will not change this time. I confirmed the order and placed it. The next day i received an email stating your order of samsung galaxy s23 128gb is in back order for 4 weeks. I was surprised as it is not the same device i ordered. So this time I called the agent and narrated the whole story again it took 2 hours over the phone to fix the issue but they accepted the mistake and honor the promised price.

Now monthly payments are fixed but the buy out is still $396 and not $380 and i don't want to spend another 2 hours for that. I have doubt that there will be issues at the end of the term if I decide to return the device.

If anyone from department wants to look into the matter and have a doubt. I have all the transcripts to provide.

**Labels Added**

[RogersMaude]

Good day @Shubhankar60,

Thank you for sharing your situation with us. I can understand it caused some frustration based on the original offer you received.

If a manager told you it would be honored, I can imagine why you want us to update your account accordingly. We apologize it hasnt been a seamless experience.

To further assist you, we would need access to your account. Please send a private message to @CommunityHelps so we can take a closer look into this. For more information on how our private messaging system works, please check out our blog.

RogersMaude