Sales fast to sell , now customer support is the worst kind !

[whysomuch]

When I called to migrate my Fido account I was served like a king with the best offer and big smile ... All the discount they could find and placed an order for a pre-owned (like-new) iphone 13.

Now , I have received the phone that I'd like to return and pick a different one, it seems the end of the world and I have been experiencing a nightmare time with Rogers customer support.

I called 888 764 3771 and 877 224 9832 for hours all day , spoke to many people that then put me on hold or hang up to me ... I was never able to talk to someone helpful  and that is in about 10x call. 

Now that they got me with a new plan and all that , they are horrible to deal with.

How come, nobody know how to return a phone and let me choose a different one ?

How is that difficult ?

Should I just cancel everything ?

It s now day 6 since I migrated , and I have been probably already paying even though I have no phone and my account is not completely migrated anyway. 

It s extremely frustrating to deal with such bad customer service agents .

***Added Labels***

[RogersMoin]

Hello, @whysomuch.

Welcome to our Community, and thank you for sharing your concern.

It's disappointing to learn about the frustrating experience you've had returning your phone and choosing a new one. I understand how disappointed you must be, especially after the positive experience you had migrating your Fido account.

I hope you have contacted a device exchange department specialist since you posted here. The second number you tried is the best to connect with the correct department.

I understand your frustration, but there might be better solutions than cancelling everything. We can resolve this phone return and set you up with a new phone you prefer.

Regards,
RogersMoin

[whysomuch]

chat agent jus hang up on me now . 
Nobody is helping at rogers

Agents are not on the same page, they all say different informations, most of the time contractitory. 
They said I would be called back to review the discount were correctly applied, yet nobody called and bill is not what I was told.

For our 2 new lines, we've been fighting for 2 weeks now ( not done yet).

[RogersJermaine]

Hello @whysomuch,

Thank you for the update. We do hope that you were able to get this resolved since your last message. If you have not had any contact as of yet, then we can look into this further for you. Send us a private message to @CommunityHelps, and we’ll be happy to assist. For more information on how our private messaging system works, please check out our blog.

Thank you

RogersJermaine