I upgraded my phone to Iphone 15 Pro through the trade in program on June 14, 2024. The new phone arrived and appeared to be brand new but after trying to get it set up I realized that is was already locked to someone elses Apple ID. I called Apple and they confirmed that the phone was 100% not new and that I should reach out to Rogers about this issue. I called Roger’s and they sent me a new phone, only it was not a new phone (as promised in my contract). It arrived in a “certified preowned” box and after checking the data on the phone I can see that it was definitely preowned, not to mention the battery life is not equivalent to a brand new iPhone 15 pro. Since the beginning of July I have spent over 6.5 hrs (well documented) on the phone with Rogers and have been promised callbacks from upper management in regards to getting my NEW iPhone 15 pro as per the contract that I originally received and that customer retention would call me as well.
This issue has STILL not been resolved nor have I received any calls backs as of August 7, 2024. I am tired of wasting time on the phone with rogers and hearing their empty promises. I have paid almost 2 months now for a new phone that I never got. This is starting to feel like fraud...all the care reps and “escalation managers” stall and put me on hold. They promise to take detailed notes but then the escalation managers say they don’t see any notes and make me repeat myself all over again. After +2hrs of getting the runaround the phone call magically drops and no one calls back, despite being assured earlier in the call that should the call drop, they will call me back immediately.
It’s been 2 months of this and I’m fed up. How do I get this issue escalated to head office or someone capable of resolving this issue. Over 20+ years with Roger’s and I’m ready to walk.
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