I bought a plan black Friday. $0/month iPhone 16. I picked a phone that was 2-3days deliver. About 10 days later I get an email from Rogers saying "Your device is on backorder - Can't wait for a new device? You can switch to another model by contacting us” So I called in said sure I’ll switch to a different device iPhone 16Pro was in stock, I said I'll pay the difference. They wouldn't let me pay the difference, had to pay $54/month. They said we can only switch you to the exact same phone, but if you can find it in stock at a shop, we will swap the device on your order, just call us when you get to the store that has a device and we will take care of it.
Once I got to the store I called, they said they couldn't do it. Their computer wouldn't let them. The store said they couldn't do it either. After the store calls support, I call support, support talking to their supervisor. They devised a plan. They said okay we will have to make you a new plan in store so you can take home your phone and then we will cancel the black Friday order, just call us back with this transaction ID and we will make an adjustment to your bill on the new plan to honor the original order pricing. Seems reasonable. So, I call in today with the ID number, they have no idea or have any record of the previous plan and can't figure out how to do it at all. Even after I had the previous employee correctly read out to me the contents of the transaction ID when making it to insure they had the plan details in there. I said I have all the documents, and PDF's I can email them to you and explain. She says sure the website has an email you can send to, I look while I’m still on the phone, no email to be found. Then she checks with her supervisor and says "we can't give you an email due to security risk"...
The call ended with zero results... Now I'm stuck with a full price plan. I feel ripped off and misled.
Pretty incredible that a cell phone company can't simply swap a device on an order after they email you telling them they can swap a device on an order. How complicated is this? They design the computer systems in such a way so that the customer service agents basically can't do anything. It makes it impossible for the rogers’ employees to do their job and it is by design.
Oh and I also had a trade in quote and shipment all setup for my new phone. That disappeared too.
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