Simple - get shipping label to return a device is impossible

[Richruss2]

Rogers I’m so disappointed in the customer experience I’ve received from your agents. Dropped calls, multiple transfers and dead ends

For the last week I’ve made multiple attempts to return the 5G home internet modem with sim, it works poorly and not enough bandwidth to play a video in 720p. No one your team can get me a shipping label, it’s like pull teeth.

I’ve spent 5 hour or 600 minutes on hold.
Thank you for your patience! I have reviewed your account and noticed that you have contacted us multiple times regarding the status of your 5G internet service. According to our records, your service is still active and has not been cancelled yet.

If you want to cancel the service and return the modem, you will need to speak with our Loyalty team. Please note that they are only available over the phone. You can reach our Loyalty team by dialing 1-888-ROGERS1 (764-3771) or by dialing *611 from your phone. To confirm your account, please press 1, then select 4 for account changes, and finally select 5 to cancel your service. -Ashley

Richard R
204-xxx-xxxx (info removed by moderators: Keep personal info private)

**Labels Added**

[RogersJermaine]

Hi @Richruss2,

Thank you for posting your feedback regarding your most recent interactions with us. We certainly understand your frustration with the delay in getting this taking care of. We do hope since your last post that you were able to reach through to our Loyalty team to get this sorted out for you and finally get the shipping label to return the equipment. 

We look forward to hearing back from you. 

RogersJermaine

[Richruss2]

Hello, 

I've contacted Rogers on the following dates and times to obtain a shipping return label. 

E-Chat

May 4th 7:13pm 40 minutes

Phone Calls

May 9th 5:04pm 16 Minutes

May 9th 5:20pm 40 Minutes

May 9th 6:20pm 38 Minutes – call was disconnected using Rogers network and agent did not call me back.

May 9th 7:00pm contacted Rogers via Facebook Messenger and requesting a call back from the office of the president. 

I've told the billing for Rogers 5G Home Internet service will continue until my Nokia modem is returned. Without the shipping label, I can't return the device. 

Historically my interactions with Rogers Wireless have been flawless, some how this process to return the 5G Nokia device is not executed properly by Rogers; my calls have been redirected to other departments.

I hope to hear back from the Office of the President.

Thank you 

R

[RogersZia]

Good evening @Richruss2,

Welcome to the Community!

I appreciate the steps you've taken to ensure you receive a return label. Truly disappointing to learn this hasn't been actioned in a timely manner.

If you still require support with the above, you can contact us by sending a private message @CommunityHelps so we can assist you further.

RogersZia

[User3059]

Ive spent over 4.5 hours on the telephone, to obtain shipping labels, and still do not have them, the system would not deliver it to my gmail or bell email address, I am now in the chat requesting hard mailed labels. 

Something is very wrong with the rogers network/system.

[RogersMaude]

Hello @Roger6269,

Welcome to the Rogers Community. Thank you for bringing this up to our attention!

Being unable to receive a shipping label sounds abnormal and we'd like the opportunity to make things right.

For further assistance, please send a message to @CommunityHelps. We'll need to discuss privately to authenticate and access your account.

To learn how to send us a private message, click here. Thanks!

RogersMaude