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Rogers Misleading Information Regarding Phone Exchange

danielkooner
I've been here awhile

To whom it may concern,

I am writing to formally address a situation that has caused significant inconvenience and frustration since my recent move to Rogers from Freedom Mobile in August 2024. I activated a Samsung Galaxy Fold 6 at that time and was told the monthly cost would be around $70. However, on my first bill, I was charged $141, which is significantly higher than quoted, I understand that could have been my issue misreading so I was okay with that.

However, my phone started lagging and glitching even after troubleshooting. To resolve this issue, I contacted Rogers via chat on October 31, 2024 at 3:17pm.. . (keep personal info private)The agent's name was Sydney (keep personal info private) The representative confirmed that I could exchange my current device for an iPhone 16 pro max, without having to pay the balance on my current phone. I was informed that i am still within the customer satisfaction guarantee period until November 6th, 2024. As you can see within the interaction case and the notes attached to my file. I was instructed to call Rogers customer service line to complete the exchange.

Following these instructions, I called the customer service line, where I was directed to contact the store where I originally purchased the device. After calling the store, I was redirected back to the customer service line. After waiting two hours, I was informed that Rogers would not honor the information initially provided to me about the exchange. This experience has been both frustrating and misleading. Given the circumstances, I am requesting compensation by Rogers honoring the information initially provided to me about the exchange.

I do not want this experience to tarnish my relation with Rogers as I am looking to add a phone to my Wife's line as well. We are loyal customers and we were told I can exchange my phone for the iPhone 16 pro max and I would like this to be honored.

Thank you for addressing this matter promptly, as I am eager to resolve this issue in good faith.

Sincerely,

Daniel

 

 

1 REPLY 1

Re: Rogers Misleading Information Regarding Phone Exchange

LordDrakkon
I'm an advisor
If youbused SmartSwitch to setup your Fold 6. That is more than likely the cause of the majority of the issues you are experiencing. Try a factory reset and don't restore any backups for that or any other device to see if that leaves you with a much less buggy experience.
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