Upgrade pending . . .For the last ten days - No Messaging from email though requested

[LukeHoel]

On the 12th, I attempted to upgrade my phone using the website. Something must have gone wrong because a week later I still hadn't gotten the phone I ordered (Though I did get a 'thanks for your order' email).

After the week I figured something was wrong and contacted rogers support (First, through the side chat, then over the phone). The agent tried to cancel the upgrade, though nothing was on record. But it also doesn't let them attempt the upgrade again (Neither can I). They said that they'd 'log a case for me' and then we left it at that.

I was given a 'case number' over the phone, though I've got no idea where to enter that to see progress.. I was also told that I'd receive an email within 48 hours once it was done.. Though it's been days and nothing.

At the time of this post, I still get the same error message.. Any thoughts?

[RogersJo]

Good Day @LukeHoel!

A warm Welcome to the Community and Congrats on your first post with us! 😊 A new device should always be an exciting time and I'm saddened to hear what occured. This is most certainly not the type of experince we want you to be having. I wonder if the device make/model is one in high demand as there are instances where the device may be on Back Order.  
I do have a few questions for you in hopes of getting down to the bottom of this:

What device did your place an order for?

Have you since received an email regarding the status of your case?

Are you able to send a screenshot of the error message you see while attempting to complete an upgrade via the website while ensuring you omit any of your account/personal related info here?

Looking forward to your responses!

RogersJo 
 

[LukeHoel]

I placed an order for the iphone 12 on august 12th - the error I get suggests that rogers is 'working on it'

However based on what the rogers employees told me, this dialog is in error because they have no record of an order (they tried to cancel first when I told them about this, which didn't work for them)

I asked them about an update yesterday (I got a case number when I asked about this last friday), and they said that they were 'processing' it.

I guess it's plausible that the device is taking longer, but it's strange that I can't either cancel it to get another one or even see that I've ordered it (That's why the rogers employee over the phone said it was a bug of some kind)

 

[Cassie_16]

So my wife and I also placed orders for new phones on August 12th. We got the email stating thank you for your order, phones will arrive in 2-5 business days... 8-9 days later we had no email stating the phones shipped..when we reached out on the live chat they said there was an error and that the phone order was never completed. So I called Rogers where they told me that the order isnt there ... They can see the order but when they open it it doesn't actually exist, they can't reorder the devices because there is already an order, they can't cancel the order because it doesn't exist ... After speaking to 3 people and getting no where I was given a incident number and told within 48hrs I'd recieve a cancel email and could reorder. Called back more then 48 hrs later and was told that the problem was still there and could potentially be another 48-72hrs before we got anywhere .... afew hors later I recieved a digital phone call number giving me a "case number" when I called Rogers back I was because a ticket was opened for my issue and was escalated.... I'm sorry I thought 50hrs ago when I called it was escalated??? So I am extremely fustrated and went from excited about new devices to annoyed and about the hole experience. Further more seems no one at Rogers has taken this problem seriously not do they really seem to want to help... We just want our new phones.. and after seeing multiple people having the same problem tells me they need to put way more resources fixing this glitch and get us out devices, and a credit on our bills for the aggravation and time spent on the phone.

[LukeHoel · Accepted solution]

Update on this - I got an email last night with 'changes to my account', accompanied by a shipment notification..

Seems like the order did go through (and the rogers employees on the phone were as confused as I was), and the issue was that rogers' email service didn't update me that it was on backorder

It's supposed to arrive later today

[daniprolla]

I requested a mobile upgrade during my grace period in Sept 2023. Order was placed and ready awaiting for the arrival of my new mobile device. So I decided to call Roger’s to see where this phone is. I called Roger’s (Oct 21) to find out that my order I have been patiently waiting for was cancelled unexpectedly. At this point I didn’t know what to do or say and neither did the 8 different customer solutions “specialists” I was getting bounced around to didn’t resolve any solutions. And still currently trying to get connected with a Roger’s “manager” to get this resolved. Wish me luck.

[RogersCorey]

Good morning @daniprolla!

I am sorry to hear that your order was cancelled suddenly without your input. Have you been able to connect with a manager to have this matter looked into and resolved to your satisfaction?

Regards,

RogersCorey

[daniprolla]

Dear Community,

I wanted to share my recent experience navigating the upgrade process with Rogers, hoping it might assist others facing similar challenges. Initially, after placing an upgrade order and receiving confirmation via email, I attempted to track the order using their automated system. However, this only led to wasted time and frustration.

For those who have financed their iPhone through Rogers, particularly via their Edge program (not PayRight or Affirm financing), it's crucial to note a policy that might catch customers off guard. New or existing customers looking to upgrade are only eligible to do so after the initial 30-day period following the iPhone purchase.

This policy seems to conflict with the practice of Rogers' volunteer representatives who continue to accept upgrade orders without informing customers of this waiting period. Attempting to upgrade within this timeframe results in the financing company denying the request and possibly imposing a 40% down payment on the iPhone's sale price.

My advice for others facing similar situations is to thoroughly review the financing agreements beforehand. While it's tempting to seek clarification from Rogers' managers, my experience has unfortunately revealed inefficiencies and difficulties in obtaining satisfactory resolutions, causing unnecessary stress and anxiety.

Thank you for reading. My hope is that by sharing this experience, it might help others navigate this process more smoothly.

Best regards,

daniprolla

[RogersYasmine]

Hello @daniprolla ,

Thanks for being a part of our community and for posting your thoughts on your recent experience with us. I am sorry to hear that you were disappointed in the outcome. We try to be as transparent as possible, so we truly apologize for any oversight on our part when processing your upgrade request. Let me provide some helpful FAQs on the topic and hopefully it will help provide some additional clarification. 🙂  

I just upgraded my phone. When can I upgrade again for the same number? 

OR

I just activated this phone number, when can I upgrade my phone?

• You'll be able to upgrade your phone as early as 1 month after your last upgrade or the start of your term, based on the offers and promotions that are available at the moment.
• Your device financing balance gradually decreases every month until the end of your term, but you'll be able to upgrade again at any time simply by paying it off.
• Wireless lines acquired due to a Transfer of Responsibility are not considered new activations and as long as you meet all other eligibilities for upgrade, the transferred line is exempt from the 30 day wait period.

Eligibility requirements:

• The account must be in good standing. If the account is past due, you must make a payment for the full past due amount. 
• You must have an eligible Financing price plan. Edge Tab plans are no longer compatible with Financing.
• An internal credit evaluation is required for all hardware upgrade orders. Depending on the results, you may be required to make a down payment towards the device. 

I hope this helps! 

RogersYasmine

[Marshmel1617]

Was this problem ever solved for you? Currently going through the same problem and think it's absolute foolishness

[RogersMaude]

Thank you for your post @Marshmel1617! 

If I understand correctly, you place an order for a hardware upgrade but are still waiting to receive your device. Is that right?

We'd like to help you, if need be. If you are experiencing an issue with your account, could you tell us more about the nature of your problem?

Please don't hesitate to let us know, so we can investigate this matter more in depth.

Looking forward to your reply!

RogersMaude

[Marshmel1617]

Someone supposedly started a case but the order for my phone was canceled now I can't upgrade as it is stuck saying upgrade pending