Hardware Upgrade Customer Service Issues

[reachthach]

On 12/23/24 I attempted to upgrade my phone online. Without warning, my account was suspended due to what was assumed to be fraudulent activity. This required me to visit a Rogers store to sort out the situation. As a result, the phone I ordered was cancelled.

On 12/27/24 I went to a Rogers store to sort out the issue. Everything was taken care of and I thought that would be the end of it. Unfortunately, it wasn't. For some reason, the phone was returned to sender and I had to go to the same Rogers store to order the phone again.

That should've been the end of it. However, I received the wrong phone. So I called Rogers to sort things out. What I was told shocked me. The agent on the phone said that I could return the phone for the correct device but they would not send it until I returned my precious Upfront Edge device. What is surprising to me is that the Rogers phone agent was adamant that my previous phone is an Upfront Edge device. However, I have emails and the PDF agreements stating that my previous phone is mine to keep at the end of my financing term.

I don't understand how a company as established as Rogers has such poor communication within the company.

So now I'm stuck with a device trying to figure out what to do. I'm considering just returning the device and cancelling my Rogers service altogether because this is upsetting.

***Added Labels***

[RogersJo]

Good Day @reachthach 👋

A warm welcome to the Community and congrats on your first post with us. We'd be sad to see you go. Getting a new device should be a rather exciting time. I'm saddened to hear about the issues you've encountered as this is most definitely not the type of experience we want you to be having. 😥 I do have a few pressing questions for you in hopes of getting this ironed out:

Does your email with the terms of service and agreement mention an Upfront Edge amount to be paid to keep the device at all? With our Upfront Edge Program, there is also an option to retain the device after the term ends by repaying the Upfront Edge Amount.

Have you had the chance to connect with our Sales Exchange Team? They can assist you with the exchanging of your device within your Buyers Remorse Period. If not, you can connect with them by calling 1-877-224-9832 and their hours of operations are as follows:

Monday to Friday: 7 a.m. to 10 p.m. (EST)

Saturday: 7 a.m. to 10 p.m. (EST)

Sunday: 9 a.m. to 8 p.m. (EST)

Looking forward to hearing from you, 

RogersJo