Return Kit

[milkeater2]

Hi there! So I upgraded from my iPhone 12 Pro on Black Friday to an iPhone 14 Pro Max, the phone just came in the main today, however I still do not have a return kit, nor any emails for it for that matter. This is concerning me due to the fact that if I do not have my old phone back by 15 days I will get charged.

***Edited Labels***

[KobiC · Accepted solution]

Hi Milk,

I have upfront edge on a few of my devices!

We as customers who intend to return our device MUST initiate the request.

HOW DO I RETURN MY PHONE?

You can return your phone to any participating Rogers store, or by calling Customer Care. If you’re upgrading to a new device at one of our retail stores, you can return it at that time. For upgrades done online or through Customer Care, a return kit will be shipped to you so that you can return your device.

[anilvas]

Hi, 

As you said, I called Rogers to initiate a device return. The person I spoke to said he has submitted a waybill request, which I confirmed with another agent after 10 days. Then I spoke to another agent after a week who also confirmed that there was a return kit request put in but it hasn't arrived yet. As it is throuhg purolator, it should have been a long time ago. What do I do now? 

[RogersMoin]

Hello, @anilvas. 

I appreciate you joining this thread, and welcome to our Community!

Not getting the return kit is concerning; I admire your following up twice. We can further investigate this for you and have the kit delivered. Please send us a private message at @CommunityHelps. You can find details about our private messaging in this blog.

Cheers,

RogersMoin