Let's start at the beginning, with your visit to the Apple service centre. What did the person check to determine that your phone was not covered by Apple Care? Did he simply take your phone and look at the serial number on the back of the phone (next to IC letters, perhaps), or did he check your phone settings for the IMEI and serial numbers?
Does your Rogers bill include the phone's serial # or IMEI # ?
Have you ever had your phone repaired before, and you were sent a replacement phone (which would have a different IMEI and serial number that might have been referenced on your file - perhaps causing this mixup)?
When you called Apple, how did Apple determine that your IMEI # wasn't the same one on file? If you were asked to tell them the IMEI # (by checking the settings), why couldn't they tell you right away that the IMEI numbers were different? Waiting 15 days for that information is ridiculous!
Perhaps the phone sold to you was in the wrong box, with a different serial number on it (than your actual phone).
Perhaps the Rogers store simply entered the wrong information into your file at the time of your purchase.
With all of these questions that I have for you, it's not surprising that the Rogers supervisor simply gave up.
Once you know, or think you know, some of the answers to my questions, you might be closer to getting this resolved by Apple, or with the help of a different Rogers Supervisor, and perhaps with the help of an Office of the President agent.
Instead of calling Rogers, you can reach a Supervisor by simply scrolling down the page to "Contact Us" and then after clicking it, and arriving on another page, scroll down near the bottom to "Share a Concern" and click it. Then simply summarize your post and wait for a response (hopefully within 3 business days).
You paid your insurance fee each month, so hopefully Apple will be able to sort this mess out. If not, you might have to file a complaint with CCTS.
Sincerely,
Tim Apple
