Hi everyone,
Here is my story:
I was in the Mobile Shop on December 16th, 2023. They offered me to switch from my old provider to Rogers for $35 per month for the plan and finance iPhone 15 for $25 per month, which was a $23 discount from the retail price.
I took this offer and I traded-in my phone for $480, which reduced my monthly financing to $5.
The next day I came with my spouse the same store but the offer was different: now the discount increased to $28 per month, which brought the cost of financing down $20 per month.
My spouse signed up for it and I asked if I could get price adjustment for financing. The mobile shop employees told me that I am eligible for the price adjustment within the buyer's remorse period and that I need to call Rogers.
So I called Rogers and they told me that while I was eligible for the adjustment, it needs to be done through the Mobile Shop store. So I went back to the TMS and they applied the code in the system.
That should be it, right? Nope. Not for me.
Then my first bill comes. I got full financing price minus my down payment.
So I went back to the TMS and they told me that during my sign up process, Rogers system shut down and they had to manually "call in" Rogers. So they called Rogers and created a case for me.
2 weeks later, the case got resolved and I got the discount but the discount does not have that price adjustment that I was eligible for.
So I called Rogers multiple times, they created another case but somehow, the solution is no price adjustment for me.
There are many reasons that have been communicated to me: it was first that there was no such offer to begin with. How about my wife's bill that has that offer in place?
Then it was that I am pass the buyer's remorse period. Yeah but I asked for the price adjustment 1 day after I made the purchase. How is it my fault that it got dragged for so long?
The last one is that there is no promo like this right now, so they can't apply anything. Again, I asked for the price adjustment when the offer was in place, I am not asking for something new.
So overall, pretty disappointing. I mean $5 a month for 24 months comes to $120 - not such a big deal but it's the lack of commitment that is unacceptable. If you create a policy and don't commit to it, what is the point of it? If your policy does not work and you can't deliver on it, don't blame the customer for missing the adjustment period. I would not have missed the period, if the adjustment had been done on time.
I have to say that most agents have been trying to help but they were not successful.
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