Your story is beginning to sound a lot like my own experience. See what happens with your 611 escalation call, ask for what actions they are taking, and estimate time frames. I don't think I would bother with the manager any more - sounds like they have a million and one excuses to not support you and to pass the buck with no way for you to follow-up. Back in the day, we were told to phone Motorola (the company that made the phone), we did and they could find nothing on the phone, so I was again in the middle going no where, faster with each call.
Next step is office of president - use the MyRogers - report a concern in the contact section at the bottom, describe in detail what you are dealing with and ask for phone call and indicate at what time.
If not satisfactory response then, I would escalate - you can go to Ombudsman office (don't know how you do that but they can tell you) and search Rogers escalation complaint in google - it is publically on their pages somewhere. You can then go to CCTC and your most significant issue would be poor communication and follow-up on a legitimate customer concern. It is not a fast process, but even if you get the phone back, you could still ask for compensation and apologies for all the inconvience.
Keep us up to date. I hope you get this settle soon - brings back nightmares.
I can relate - I used to be an escalation manager for IT services in a community mental health centre, and there was never wait time internally to resolve issues within our own system.
Now when it came to escalating with a supplier of a critical piece of network hardware, or Internet provider, etc, once in a while I would get a bad experience. Fortunately in those cases, if it wasn't resolved within 24 hours (that was in every contract we signed), we found another supplier, they had to pay a penalty clause to compensate us for the cost of the other supplier and a financial penalty, and if they didn't, the contract was cancelled.
You know yourself that when things are health related and critical in response, we do have to escalate, but it usually is a quick process and if not, we don't work with the supplier anymore.
Unfortunately, with Wireless companies that sell products, they will give you the loaner to keep you going, but rarely is it convienent for you as you have no information on the device and unless you have a reliable back up model for it, which even as an IT person, I have never set up a simple back-up recover method of apps, and critical data (my bad), but you are left chasing them to get information and clarity to your reequests - at this point, it looks like you just want to be informed and have it done in a reasonable time - not unreasonable request - but we the consumers get caught between the company and the phone company and we don't have our work solution of just saying fix it in this time frame or goodbye.
It appears you are remaining reasonably patient, given the situation, and fortunately, you do understand escalation processes well.
I feel you frustration, been there.
Thanks for keeping us up to date - it provides education to others who get confronted by the same issue and you are demonstrating an excellent model of dealing with it and the reality that we have little choice but to live with the delays, and work the escalation system.
Thanks for keeping us up to date. Hope things are resolved at the 611 level in a timely way.
Glad you finally got your phone back. Can you say "the left hand(s) don't know what the right hand(s) are doing".
I made it plural, because this is one of the ongoing challenges of working with support and CSR with Rogers - no one is responsible, generally, for keeping in touch with the customer and updating them from start to finish, and if handing off to someone else who gets in touch with you.
Wish you hadn't had to go through all this frustration, but glad you got your phone back.
Personally, I would still follow-up with President's office to describe the experience and suggest they look into what happened. You may get some compensation as well, but at least you can feel like your concern was raised and that you are trying to contribute to a solution.
You can send it through the contact at bottom of MyRogers, where you send a concern or compliment.
Or just enjoy your phone being back and hope you never go through that one again.
I had an issue with LG G5 phone. After software update, phone vibration stopped working. So I have given to rogers store for repairing. Yesterday I received phone after repaired. Inside issue fixed but now my screen and backcover are having lots of scratches, dent on left side and some of the places silver color come out. My Outside phone condition is worse than I had given. Whom should I complain about this? I need phone in same condition in which I had given.