Upfront Edge Device Return

[JB091]

A couple weeks ago go online and do a hardware upgrade. Elect to keep one phone and return the other.  Called in today to find out how am I am suppose to return the one phone as haven't received any kit to this. Because Rogers systems are so good they are telling me that  I was keeping both phones. Like NO. Talked to the first Rep for over a half hour and provide all the details. Then they say can't help but need to move me to another department that can. That rep then wants to ask all the same questions as the first rep - like they don't share any notes at all. Then proceeds to tell me that he can't do anything for me and that I need to go into a rogers store. He does this in 2 minutes of being on the phone with me. SO what was the wasted half hour plus with the first one accomplish?? How much confidence do you think I have that the guy/gal in the local rogers store that they know what they are doing. If you go in there they need to call into Rogers anyway. So why do you think the local store know more then your group?  And when you ask to talk to someone who does know what they are doing, you get while I don't think they can help you anyway, but can take 7-10 business days to get back to you if you don't want to hold.  Rogers is more interested in buying Shaw and sports teams then actually investing in ensuring there staff can actually take care of there long time customers. All I am trying to do is return a device and have now wasted way to much time in this. Instead of having to hire more ppl who don't or can't do anything for there customers maybe spend that money on training your staff to be able to handle these queries in a time efficient matter. What a waste of time Rogers is.

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[RogersZia]

Hi @JB091, welcome to the Rogers Community Forums!

I appreciate the detailed account of your hardware upgrade and customer service experience. I would have to review your account to confirm exact details. It sounds like the Upfront Edge return wasn't done correctly, which could explain why a return kit was not generated.

Typically our Sales Exchange Team deals with Wireless Exchanges / Order Corrections / Modifications / Delivery Errors requests processed through self-serve, is that the team my colleagues transferred you to?

Question for you, do you already have the newly upgraded device? If no, you can cancel the upgrade and complete the return as well as the new upgrade at a store in the same transaction.

Have you been in touch with any other teams since you last posted here? Were you advised of any new steps?

Please keep us posted.

RogersZia