Upfront Edge Return Issues

[pstefan98]

Hi,

I opted to upgrade my device a few days before my 2-Year contract was set to expire. I selected the return my old phone option while going through the upgrade process.

I have received my new phone but I have yet to receive any return kit for my old device.

On top of this-I was billed for an upfront edge repayment for my old device which is waiting to be sent back.

Very frustrating experience. What should be a simple process has become a nightmare.

Please advise.

**Labels Added**

[LordDrakkon]

The return instructions for your old device should have been sent to your e-mail address on file.  Did you check your junkmail folder to make sure it didn't accidentally end up in there?  You can reach out to Customer Care and inquire why those return instructions were not sent, if you didn't receive them, and have them sent to you.  One thing to note though, is that if your device has not fulfilled the lease or installment plan, that it might not be eligible to trade-in.  

[pstefan98]

Thanks for the info. I never received any email with regards to instructions of any sorts. I selected “Return phone in working condition” and was sent an order confirmation and also a “thank you for your order” email. I have checked all folders and don’t see anything else from Rogers.

[RogersYasmine]

Hello @pstefan98 ,

Thanks for letting us know that you haven't received your Upfront Edge return kit yet. If you can please send us a PM @CommunityHelps, we'll be glad to look into this for you. 🙂

Kind regards,

RogersYasmine