It's been awhile since I last pre-ordered a device (I last pre-ordered my current S8+ in 2017) and my memory is hazy.
Can anyone here tell me when the S20 will available for pre-order? I know Telus is opening their pre-orders on the 11th but I have yet to hear anything about Rogers.
I ordered online early February to be shipped to store near me. I was told that I was # 61 on March 5. Somehow the next week I was # 64. As of today I am 57. I ordered a s20 ultra.
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!
Glad you got yours figured out Zhoumi!
I am just annoyed personally having no information from Rogers directly and having the chase them up for it. A simple hey guys we know your order is in the system we have an expected timeline of x but we can't guarantee anything because of COVID-19. Do we even know with the borders being shut that we can expect them to still receive shipments? Again not the end of the world just disappointing that Rogers isn't being a bit more proactive here.
Do you have to say Rogers three times to get anyone from the forum team to comment here? They seem to be avoiding this like the plague.
I am still 342. I am wondering if we will still get the preorder bonus? Anyone reserve and get the bonus? Also given the current state of things I wish they would just change everyone over to shipping it to them. I still will have to go into my rogers to pick the device up assuming the stores don't close(which I hope they do close the stores I feel bad for anyone that is still on the front lines)
I pre-ordered a 512 GB S20 Ultra model through Best Buy as well, but after some back and forth they gave me a device (around March 17th) and my pre-order bonuses and a Best Buy gift card for my troubles.
I pre-ordered via the Best Buy website on February 19th and the device was dispatched to Langley, BC (unsure why), with a Best Buy store pickup in Ontario (I live in Ontario). Launch day passes and no updates, almost a week after passes with no updates, and finally I got the store in Ontario (where my pick up was) to follow up on my pre-order. This was around March 13th. The week after, I receive a call on March 17th saying they have an extra device (was to be activated on Telus Mobility), but Best Buy was able to add that device to my Rogers account and activate it with Rogers' network without an issue.
I'm still waiting on the camera fixes for the auto-focus issues, but other than that the device is fantastic.
@RogersDi @RogersTom @RogersRob1 @RogersMay @RogersKatie @RogersAlicia Not sure if this will work but can anyone help us out here? Seems like there has been a whole ton of Radio silence from Rogers here on this @toddbrummet1 probably could do with a follow-up. I know I reached out and spent the afternoon jumping around queues 4+ hours on the phone to be told a specialist would follow up with me but nada yet. Everyone was super nice and as helpful as they could be but no one is able to give any estimation on dates, or ways to change shipping methods. Is rogers still receiving shipments of devices? The delay is understandable if not but you gotta communicate with us here.
Well it finally happened! I cancelled my order. After going from #156 March 6 to #134 March 27, I said no more! The way I see it, this Covid-19 stuff isn't going to end any time soon, and with more and more people being laid off, and shops closing, it will probably be quite some time before the phone is actually available. The Rogers store that I had selected is currently temporarily closed anyways. By the time this phone would be ready it would be too close to the release of the Note, and too far into the life cycle of the S20.
For those of you staying with it good luck, I hope I am wrong and it ships tomorrow and you get your pre order bonus!
Stay safe and stay inside!!!!
My apologies. I meant the Note 20. The Note 10 is already out and available on the rogers website.
The Note line up usually launches in August and the Note 20 which is all speculation at this point would probably have very similar price points and specs with the s20, s20+, and s20 ultra. One thing of significance that is speculated about the note 20 lineup, over that of the S20 series line up, is that it may be using an upgraded OLED screen which would be more power efficient than the screen that the s20 by about 15% reportedly. This would improve battery life and may allow the 120hz refresh rate to be used in QHD. Currently the 120hz can only be used at FHD on the S20 or you can go QHD but at 60hz. Most people prefer the 120hz for the smoothness. The other big upgrades are supposedly to the S pen from last years note 10 version.
If I have to wait another month or 2 for my s20 ultra 512G, I may just decide to wait a little longer for the Note 20 if the screen upgrade is confirmed. To me the whole point of the pre order is to get it on launch day and not have to wait in line and also to get some freebies. This has been the worst launch I have seen with samsung (I started with the S4 prelaunch, also did the S7 edge and s9+ preorders). I guess with the Covid-19 everyone kind of gets a free pass. It is yet unclear if the interruptions will extend to the launch date of the Note 20 or its availability at that time.
The killer though is the lack of communication, which probably stems from "Don't create any expectations on time lines because we don't know and if you give people expected dates, they get even more ticked off that they were 'promised' it by a certain date."
It would be nice if they just admitted they didn't know and current delays range from 'x' to 'y' dates possibly. Not saying anything is causing most people to find other options and leaves them with a bad impression of rogers or best buy in my case. I have been with rogers for almost 20 years now and these are the kind of things that can erode brand loyalty.
So I DM'd them on Twitter and they are finally shipping my phone. Although, they had me cancel my preorder, so if I hadn't gotten the preorder bonus promised by retentions I wouldn't be getting it. I will update when I get the shipment. When I cancelled my preorder I was only number 319 in the queue. So if you still want the phone I would recommend twitter DM that way you can get regular updates from the same employee. From what I understand all of the stores are basically shut so you aren't going to be moving anytime soon.