Part 3 to my update on the matter. My phones were shipped on March 18th and I received both of them last night on the 19th. Thank you so very much to Vivian and Marina for doing all that they did to help make sure I receive my phones. As I stated in my earlier post, being persistent is key. Still hoping you all receive your phones and it is totally worth it when you finally get the phone in your hands. I'm also hoping everyone stays safe during this COVID-19 nightmare, prayers and well wishes to you and your families.
P.S: A timeline for the new posters who didn't see my earlier post.
-------------
Pre-Order: I pre-ordered both Samsung Galaxy S20 Ultra 5G 128 GB through Vivian via phone call on Feb 11th with an expected delivery date of March 9th. Mind you, I had to do it via phone because it wasn't letting me pre-order it through the website. I guess the site was overloaded, haha.
March 5th & 6th: No emails from Rogers about either phone but I was hoping that I would still receive both phones on the 9th.
March 9th: I called in to ask if my phones were on their way as everyone else was stating they had received emails with the tracking number and I did not receive anything but I was hoping they got shipped without the shipping email. To my disappointment, I was told my phones were put on backorder with no explanation as to why that happened and they don't know when it will be taken off backorder.
March 10th: I called in again to see if maybe my situation had improved and they were taken off backorder because, at this time, more people were stating they were receiving their phones. I was told by one customer support agent that I would receive both phones on the 13th, with or without the shipping email.
March 13: I called in yet again to confirm if the phones were on their way and I was told by a customer service agent that she was confused as to why the other agent told me I would get the phones on the 13th when they are on backorder. She then stated because of COVID-19, they were given a limited quantity of S20 Ultras and they are waiting for Samsung to send them more inventory. She also suggested that I speak with a live chat agent as they are responsible for the tracking of the phones. So I then went to the live chat and made contact with a Rogers live chat agent who told me that he did not see my phones in the reservation line and that they are still on backorder.
March 17: Made contact yet again with a Rogers live chat agent (as I was told that the live agents are the ones responsible for the shipment tracking.) I ended up with luck meeting Marina who also said that my phones were put on backorder and she didn't know why but she would do her best to find out what is going on. She then came back and told me that she will send an email to the shipping department to let them know that for some reason my phones were not put into the reservation line and that is why they kept being bypassed (I guess pushed back down the line) for shipping.
Later that day I received both emails stating that my phones were shipped! The email did not have a tracking number at the time.
March 18th: I received both tracking numbers via text and they were coming with Purolator.
March 19th: I received a call from Vivian who was doing a follow up on my situation to let me know that both phones were on their way to me. Both phones were delivered last night. https://imgur.com/a/7Pf56Fr
So pretty much my timeline was February 11th - March 19th.
---------
So this was a very frustrating journey to be on and I can understand all the stress that all the employees at Rogers and other companies are feeling right now but as I said before if you feel like you are just being told what you want to hear or they are just giving you the runaround. Try contacting customer support again till you find someone that will try to go and investigate the situation. Simply saying "I don't know when you'll get it" or "I can't help you, you will get the email whenever the item has shipped." is not the sort of response you should just sit back and take. If so, I 100% believe I would not have gotten these phones any time soon. It took one customer support agent to go and ask what was going on, instead of transferring me to someone else or giving me a dry reply. I hope you all aren't in this backorder situation and that you have a more positive experience than I did until I met Marina and Vivian.
I am in no way saying that you have to harass the customer support agents! So please do not misunderstand what I am saying. I am simply saying if you want to know more about your situation, it is your right to call and find out and if you aren't satisfied, then try to make contact with someone else. Just make sure that you are polite and respectful because respect goes both ways and I do understand that they are under a lot of pressure as well (everyone is in fact.)
I am hoping that the next launch will go over more smoothly. So peace and love to everyone, I wish you luck and happiness. I am rambling now, so I will end this here. Have a wonderful weekend everyone!
