Upfront Edge return kit not sent.

[forsakenplace]

Hi,

I purchased a new phone last month through the online rogers store and received my new Samsung s23 around August 16. My old phone was purchased with upfront edge financing, like with the new phone. But, I never received the return kit for the old phone.

So I tried returning it to a rogers store, as the old phone is in good working condition with no damage. But the representative I was talking to said that they couldn't take my old phone since the link to return a device was not in their system. So they told me to contact customer service, which I did. The person I talked to told me that they were sending me a return kit. But it's been two weeks and I have not received the kit.

I would like to try and get this resolved since I want to avoid paying an unecessary 410$ after actively trying to return the old phone.

Thanks

**Labels Added**

[RogersJo]

Hello @forsakenplace, 

Congrats on your new phone! A new device is always an exciting time! 😊 We're sorry to hear about your experience thus far. Not to worry, if you've completed a hardware upgrade within 60 days of your term expiry, the Upfront Edge amount will be reversed automatically as long as we receive the device back within that timeframe, and the device is returned in good working condition. The credit for the Upfront Edge amount will appear on the following invoice. 👍

In order to be able to return the device at the store, it would have to be at a participating retail location while also simultaneously completeing an upgrade. With that said, we'd be more than happy to take a further look into this for you and ensure you receive the return kit. 

Feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.

Cheers, 

RogersJo