Rogers is absolutely mental. You send me a bill for $107 dollars after jerking me around for 2 weeks. I ordered a Thinkphone online (in the middle of the night as an impulse) but was totally down to pay and even switch phone companies just for this device.
But 5 minutes after placing the order my overtired brain clicks that I've put the wrong address for shipping (I won't be available at this address for 4 or 5 more days as I travel for work). I immediately contact customer service to try to correct this, but am told I have to wait until the morning and normal business hours to change the order. The next morning I phone, wait on hold, and eventually make contact, at which point I am told I will have to contact a specific department.
I spend the next 24 hours trying to get through to a department that never answers the phone (maybe only on Tuesdays - who knows) and eventually make contact with a 3rd person who gets the whole story and request to change the address. Now the real crazy part is that even though I find out the phone hasn't even been sent yet - and is actually still in the shipping department - I am informed that in order to change the address I have to let the phone ship, get tracking info from the courier (FedEx), phone back, and then Rogers will contact FedEx about an updated address! Now as ridiculous as that sounds, I agree.
Now on day 3, I get an email from FedEx saying they have my package, also being informed that for whatever reason it was upgraded to expedited overnight and would be delivered first thing in the morning. But as I travel for work to fairs and rodeos around the country - as I have told Rogers 3 times now - the only thing at the delivery address FedEx is racing across the country to deliver to, is maybe a half dozen cows and not much else. So due to the fact that Rogers has been so unhelpful to the point of expediting shipment to an address that they have been clearly and repeatedly told is wrong, I figured I'd just phone FedEx and give them a heads up on the situation. While the customer service rep was very friendly and informative, they are unable to do much for me as ultimately only the shipper of a parcel can make changes. FedEx recommends contacting Rogers with the case number I've been provided, and they will be more than happy to redirect or stall my package.
Now I make 4th contact with Rogers to give them the updated shipping and case numbers, and spend the next hour talking in circles and being told that this is really all my fault and I should have just used the right address from the beginning, but if I was too stupid to do so, then I really shouldn't have waited so long, and the customer service supervisor would do their best to inform the people who deal with such situations about my problem - thank you have a nice day next client please.
After that pleasant conversation I figure I should maybe take a day to actually focus on my actual job instead of my new part time job of attempting to be a Rogers customer.
Day 4 and the saga continues - maybe. I think the fact that I haven't recieved a delivery notification (failed or otherwise) from FedEx by noon must be a sign that someone from some department talked to somebody else who got the message finally. So on my lunch break I give Rogers a call to get an update and let them know I'll be in the destination city in another 2 days. Weirdly tho, the person I talk to has no idea what I'm talking about, has no reference notes in my account info, tells me my delivery is coming as stated, and probably assumes I'm some senile crackpot who doesn't know what year it is. At this point I figure it is probably a good idea to phone FedEx for an update. After going through the story again for what feels like the hundredth time now, and getting them to at least talk "in theory" and "usually does" type conversation - because I'm not the shipping party remember - I find out that nobody from Rogers at any point whatsoever has attempted to make contact, update, change, or modify this shipment. Oh yeah, and the driver was there not too long ago with only a few cows to see and none of which were willing to sign for my phone...
It's only now that I'm starting to lose my sense of humor and become slightly annoyed at the situation. Contacting Rogers for the 5th or 6th time - the calls and chats are starting to blend into one continuous nightmare - and begging them to just contact FedEx and have them hold my phone for pickup at the FedEx location a couple km from the delivery address, and I would finish up as fast as I could where I was and head to the next spot a day early to pick it up - sometime in the next 24 to 36 hours.
Rush through the last few things I gotta do, skip dinner with friends, and hit the road as the sun is coming up to make my 650 km dash across the prairies to finally get the phone I've been trying to acquire for most of 2024. Excitement keeps me alert and going, and at Timmies while having bagels and coffee for breakfast, I'm on Amazon ordering a case and kickstand. The kilometers keep slipping away, and early afternoon with only an hour or two to go, I get an email. "The shipper has updated the shipping request, you will be informed of further updates". Not wanting to be on email and driving at the same time I just glance at the notification quickly and figure all is going to plan, I'll get into town, drop off the companys load and my bags at the fairgrounds, and go grab my package. I stop to fuel up the company truck 5 minutes from the destination, and while the fuel pumps I open the email to get specifics and my bearings.
Jokes on me though. Rogers finally contacted FedEx after all this time, but only to request the shipment be returned to sender due to a failed delivery notification from the day prior. I take a couple breaths, head out to the fairgrounds, get settled and since there is no need to rush into the FedEx depot now, I open the lawn chair and crack a beer before making what I'm sure will be a phone call requiring all my efforts at civilization. But it turns out to be a rather quick call, as the person on the other end of the line informs me that there is one and only one employee in the entire Rogers Corporation who is informed and authorized to talk with me and I am provided a direct phone number.
After a dozen attempts over the next two days, and only ever getting voicemail regardless of what time of day I phone, I at least am able to discern that this person works in the fraud department at Rogers. This I find not only incredibly insulting, but wildly laughable, because at this point Rogers is not only now in possession of the phone I ordered, but they also still have my initial downpayment - not an insignificant amount - and refusing to talk to me or unreachable. After phoning given mystery number and leaving several voicemails requesting a callback, all to no avail, I finally get past the nice customer who wants to get the situation straightened out and hopefully get the phone I really want, and just leave a message straight up demanding an immediate reimbursement of all money paid out or I would be filing fraudulent charge activity with my bank. Never did get a phone call, but I did have the funds returned the next day.
At the end of the week I came out pretty much as I went in, with a few wasted hours of phone time and some typing practice. I don't have my dream phone, and I was able to cancel the case from Amazon. So whatever, life goes on.
10:30 PM on a Tuesday night a month later, out of nowhere, an email - "Your Rogers bill is ready, this is your final bill, please pay immediately" - and as far as I can tell I am being charged $58.50 GST and $81.90 PST for a phone I never got, services I never activated, and a week-long headache and jerk around. The cherry on this cake? Rogers has added this onto my credit report and info with the credit bureaus (get a credit monitoring service people, it's worth it) and has the nerve to threaten my credit score and report with a delinquent account and missed payment.
Needless to say, Rogers can take this bill and stuff it deep! I will be filing a complaint with the CRTC as well as disputes at Equifax and TransUnion. I also will be putting the chat logs that Rogers was so nice to provide while asking for 5 star reviews to sites like pissedconsumer.com and a few others. Unless someone from Rogers actually feels like finally contacting me and acting like a company that actually wants to make a sale and gain a customer. I'm sure you guys can figure out who I am, as I doubt the Thinkphone was exactly flying out the door, and I'm definitely the only person who was willing to chase one for a week across the prairies.
God Bless Freedom Mobile!
