My status turned to "shipped" 10 days ago, and received a call from your people on Oct 3 said the phone is ready to be picked up. However, when I went to the store on Oct 5, I was told that they never received my phone and nobody from the store would ever call a customer. Still waiting for the phone until now. The tracking number shows that the phone arrived, but the store still saying never received it. Horrible experience for store pickup.
@MichaelSG I wouldn't be surprised if they sold your phone to someone else, hence the 'never received it' excuse.
The fact that they told you the store would never call customers to pick up their phones is laughable, because that's exactly what they do. Looks like the store/rep is trying to pull a fast one.
My advice to you, email the office of the president at Rogers. Explain the situation, including the store that claims they never received your phone. They'll handle it. At the very least they should get you a phone ASAP and waive the activation fee for your troubles.
These stores/reps need to be held to account for their shenanigans. This type of behaviour needs to be disciplined.
1 month since the initial order and I'm still queue #1 for the XS Max 64GB grey. I'm going to my authorized dealer who looks after corporately paid accounts and do the HUP there. They have the phone in stock so I'll get it in a day or 2. Good luck to the rest who used secure.rogersdirect.ca!