Save and Return Process is Broken

[Billfisto]

I cannot believe how ridiculous the Save and Return Process is. I went through the process on the web site as the locations nearby did not have the phone I wanted. During the process it said I would receive a Return kit. Said Return kit was never sent.

I tried phoning in and the first phone support agent seemed to have no idea what I was talking about. Eventually he asked what I'd be sending back, and I asked "well, what am I supposed to send?" and he just asked what I'd be sending. Eventually I offered "well, the phone. Do you need the charger?". He said yes, and said I'd receive an email.

When I received the email it contained two labels 1/2 and 2/2. Obviously this wouldn't work, as sending a separate box for the USB cable would be ridiculous.

I called back and got another confused person, who sent me one label.

Still, this is ridiculous. Rather than receiving a "Return kit" I now need to scrounge up a printer, a box, and trek out to a Purolator a half-hour away.

I tried going to the Roger's location a block away from me, where I'd initially picked up the phone to begin with, and they said they couldn't return it there. I asked why she couldn't, because I apparently could have done so if I'd upgraded there, and she couldn't give a good answer. She even said that it "wasn't Rogers' fault that [I] don't have a printer", despite Rogers being the ones who were supposed to provide whatever a "return kit" is. Absolutely terrible service.

***ADDED LABELS***

[RogersMoin]

Hello, @Billfisto.

Thank you for joining our Community and sharing your experience with the Save & Return program. The return kit process should have been more straightforward; my apologies for the trouble. We strive to provide a seamless and efficient method for our customers, and it is evident that we have fallen short in this instance. Your feedback is critical in improving the process.

Regards,
RogersMoin

[Billfisto]

Thank you for your response.

It's not so much that it's "not straightforward", it's that Rogers never even provided the kit, had no idea how to send a kit, and actively refused to take the phone back through the other channels I had to try because Rogers did not send a kit.

Now I have a shipping label that I'm not confident in because none of your support agents were confident in it. I feel like I'm taking a huge risk by using it because once the phone is out of my hands, what position am I in if you decide I didn't sent it "properly"?

[RogersMoin]

Hello, @Billfisto.

It's disappointing that you didn't receive the return kit when upgrading the phone online. I believe the return kit was reordered for you. It should have the tracking number. We can check your account and confirm the return waybill sent. Please send @CommunityHelps  a private message. You can find details about our private messaging in this blog.

Cheers,

RogersMoin