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Apple iPhone Xs / Xr & Xs Max Questions / Reservation numbers!

Meowmix
I'm a Trusted Advisor

Hey Everyone!



Welcome back to my annual iPhone Reservation thread!  Once again its the time of the year that Apple will be announcing their new iPhone line up in a few hrs!. Once Rogers has announce when they will add the Apple iPhoneXs / Xr and Xs Max to the reservation list & the day comes follow the steps below to reserve the new device! The devices will include 3 devices, new color options and bigger displays! 

 

 

How to reserve if you’re an existing customer:

  1. Log in to My Account on Rogers.com

  2. Under Account choose Wireless.

  3. Go to Manage My Device at the bottom of the page.

  4. Click Upgrade My Device.

  5. Choose The new iPhone ( which ever model you want) as a “ Pre order

  6. Pick either Ship To Home or Ship To store (Device Reservation)

  7. Choose a phone from the Phone Model drop-down.

  1. Only phones that can be reserved will appear.



7. Review the account information next to your selection.

  1. The email address must be auto-populated in the right section of the reservation form. Otherwise, you can’t reserve a device.

  2. If the email is not auto-populated, first add the email address in the appropriate field of your My Account profile. Then, log out and log back in.

8. Select a store to pick up your phone.

9. Review the reservation details and click I AGREE to accept the Terms and Conditions.

10. Click Reserve to complete the reservation. A store representative will call you when the device is ready for pick-up.



How to reserve if you’re a new customer

  1. Go to https://www.rogers.com/web/link/DeviceReservation?forwardTo=nrsRegisteredCustomer

  2. Click Sign Up and enter your email address. ( It may tell you to also input all your info again.)

  3. Under Phone Information, choose the device you want to reserve, and click Continue. Only devices available for reservation will appear.

  4. Fill out the form under Personal Details and click Continue.

  5. Fill out the Payment Details for the refundable $40 reservation fee and click Continue.

  6. Select a store for device pick-up and click Continue.

  7. Review the reservation details and click I AGREE to accept the Terms and Conditions.

  8. Click Reserve to complete the reservation. A store representative will call you when the device is ready for pick-up.



Online Statuses

Open - Phone has been reserved

In Progress - Phone is in inventory and the order is being processed

Shipped - Phone is on its way to the chosen store

Cancelled - Reservation has been cancelled



Keeping you up posted along the way

  1. You’ll receive the following confirmations:

  2. An email after completing the reservation

  3. Weekly status emails confirming you number in line on the waiting list

  4. An email when the device has been shipped to the store. (Includes a delivery tracking number)

  5. Phone call from a store representative when the device is ready for pick-up



Good things to know

  1. Phone can only be reserved, not purchased ( The purchase of the device will be done in store)

  2. You can change the pick-up location when the online order status is open. If the order status is in progress or shipped, the location cannot be changed

  3. Shipments typically take up 4 days, and your device is held in store for 3 days ( The delivery can be next day in most cases)

  4. If you don’t pick up your phone within 3 days, the reservation will be cancelled and be sold to a walk in customer. You can make alternate arrangements with the store manager if need be.

  5. Only the account holder or an authorized level 1 user (someone authorized to make changes on the account) can pick up the phone. Photo ID is required when picking up the phone.

  6. If a reservation was made to a location that is now closed, We’ll send the device to the closest Rogers store or authorized dealer in the area. The new store will contact you when the device arrives and is ready for pick up.



Reservation Fee

What about this $40 reservation fee? Will it be returned to me?” You betcha. You’ll get a credit of $40 (+ taxes) for the reservation fee on your account if you reserved as an existing customer or to the original credit card if you reserved to activate a new line. Your reservation fee will be credited when:

  1. Your phone ships from our warehouse or

  2. You cancel your reservation online.

Before you go to the store to pick up your new phone, why not get a quote for your old phone and trade it in for a credit!



Please keep in mind that if you pick a Rogers Authorized dealership, you may not be able to get the device soon after it ships. This has been the main issue with all the iPhone reservations & most of the other devices which have been on the reservation system. I would suggest you pick a Local Rogers store (Corporate Rogers store or Rogers Plus) to go to get it. When the Rogers warehouse sends it out, the Rogers stores will get them first. Some of the Rogers Authorized dealers have their own warehouse in which the devices will go to. After that there is no tracking until the device ships from that warehouse & goes to the store & they call you. You can also look for your FlexTab aka upgrade fee online via My Rogers or contact Rogers & they will let you know.

.For Corporate / Business customers. You guys will have a different line then regular customers do. This means you guys have a few different statutes then regular customers do. Also keep in mind for the past few years there has been issues / confuses about business customers getting the phones via the reservation. You guys will be getting them the day of launch or after depending on your status & what goes on.



They also started last year a pre ordering system done online being charged on your CC ( Credit card) imminently and having the device shipped to your home instead. 2 years ago with the iPhone 7 / 7 Plus and last year with the 8 &8+ with the X the ones that picked this way got it the day of launch or day after launch but only a few did. Not everyone. This way is a good way but sadly u do not see any status updates like u do with the reservation system and only get a confirmation email and a shipment email. ( some did not get any email until the unit got shipped with QMS or UPS). Please do remember. Using the SHIP TO HOME option does NOT give u any insight of updates or status. You will only get notified when it ships out.

 

now its alot to read at the moment but i am trying to cover all the bases for everyone so everyone knows how the reservation works and what they need to know! as always do not be afraid to ask any question you have as I or any other member will answer it for you. I will do my best and answer all questions Cat Happy

712 REPLIES 712

Re: Apple iPhone Xs / Xr & Xs Max Questions / Reservation numbers!

riiicjcjck
I Plan to Stick Around
we are inching closer to week #3 since preorder ~ has anyone received their orders yet who placed it through rogersdirect.ca? really shocked that there’s been zero movement in the reserving and receiving process

Re: Apple iPhone Xs / Xr & Xs Max Questions / Reservation numbers!

Mr0mni7
I've Been Here Awhile

Just spoke to a rogers rep via Live Chat, and after 48 minutes of transfers and waiting, the conclusion is that the queue has not moved since 09/14. Go figure.

 

Any one has better experience?

Re: Apple iPhone Xs / Xr & Xs Max Questions / Reservation numbers!

rageguy
I Plan to Stick Around

Still #1 here. Spoke to my dedicated account consultant for Rogers enterprise customer service wireless. They have no way to look up the order and the only thing I can do is wait. 

Re: Apple iPhone Xs / Xr & Xs Max Questions / Reservation numbers!

riiicjcjck
I Plan to Stick Around
found this interesting:

‘3. Rogers does not guarantee that you will receive the device(s):
a. that you have ordered;
b. before other customers who are not using this Service, or have purchased their device through other channels.’

Source URL: https://secure.rogersdirect.ca/Reserve2/Downloads/Template/BusinessTandC_ENGLISH.pdf

Re: Apple iPhone Xs / Xr & Xs Max Questions / Reservation numbers!

wetcoast56
I've Been Here Awhile

#1 in the cue for the model I was after (Xs 256 space grey). Still no movement and nothing but nonsense from customer service. All brick and mortar Rogers stores in the area are allocating stock to non-business customers. Apple Stores have stock. Got tired of waiting.
Just switched the whole company to Bell and immediately got the phone I was after and a much better monthly price for everyone. I know it sounds petty to switch just because of not getting a phone I was after but this was the last straw in a long series of customer service failures and disappointment from Rogers over the last few years. Been with Rogers 15 years. Buuuubye.

Re: Apple iPhone Xs / Xr & Xs Max Questions / Reservation numbers!

nasa25
I'm a Trusted Contributor
@wetcoast56

Good to hear you got your iPhone and a better deal at Bell. I guess it sucks for Rogers but hopefully they can take these situations and learn from them.

Can’t blame you for speaking with your wallet. Hopefully Rogers listens.

Re: Apple iPhone Xs / Xr & Xs Max Questions / Reservation numbers!

gageev
I Plan to Stick Around

I just checked my Rogers account. It shows a new IMEI and updated device balance. Does this mean something ? I messaged Rogers on live chat and they said 3-4 weeks. How did they assign a IMEI to my account 3-4 weeks in advance. Something doesn’t make sense

Re: Xs / Xr & Xs Max Questions / Reservation numbers!

nasa25
I'm a Trusted Contributor
@gageev

That means they’ve assigned a phone to your account and it will probably ship in the next day or so.

Re: Apple iPhone Xs / Xr & Xs Max Questions / Reservation numbers!

Meowmix
I'm a Trusted Advisor
Hello @gageev

Great to hear! That means the have a device for you and it's ready to ship out at given moment. Live chat unfortunately can't give u answers as they have no access to those systems.

Re: Apple iPhone Xs / Xr & Xs Max Questions / Reservation numbers!

gageev
I Plan to Stick Around
Thanks for the responses!!! So happy

Re: Apple iPhone Xs / Xr & Xs Max Questions / Reservation numbers!

MichaelSG
I've Been Here Awhile

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.

Re: Apple iPhone Xs / Xr & Xs Max Questions / Reservation numbers!

nasa25
I'm a Trusted Contributor

@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.   

Re: Apple iPhone Xs / Xr & Xs Max Questions / Reservation numbers!

MichaelSG
I've Been Here Awhile

@nasa25 Thank you so much for your great advice! I will email the president office. Hopefully they will have a look into this case. Thanks again!

Re: Apple iPhone Xs / Xr & Xs Max Questions / Reservation numbers!

nasa25
I'm a Trusted Contributor
@MichaelSG

No problem. Good luck. I really hope they make things right for you.

Re: Apple iPhone Xs / Xr & Xs Max Questions / Reservation numbers!

rageguy
I Plan to Stick Around

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! 

Re: Apple iPhone Xs / Xr & Xs Max Questions / Reservation numbers!

Meowmix
I'm a Trusted Advisor
Hello @rageguy

Glad that the store has one and u can get it! As that it's taken a month though.

Re: Apple iPhone Xs / Xr & Xs Max Questions / Reservation numbers!

tonyf536
I Plan to Stick Around
So I was #1 in XS Max 64GB Grey queue and I got shipment notification today, should deliver tomorrow according to UPS website. Pretty ridiculous experience overall, definitely will be ordering through Apple directly next year.

Re: Apple iPhone Xs / Xr & Xs Max Questions / Reservation numbers!

Mr0mni7
I've Been Here Awhile

I was number 3 out of 53 as of Oct. 22. The iPhone XS arrived yesterday. Hope this helps others in setting their expectations.

Re: Apple iPhone Xs / Xr & Xs Max Questions / Reservation numbers!

divines
I've Been Around
Worth waiting until Black Friday to buy new iPhone Xs?

 

 

Currently living in Manitoba, and am in the market for a new phone and plan. Hoping to stay with Rogers because of a corporate discount. Was looking at the iPhone XS with 256 gb and was planning on buying it this weekend, but was wondering if it would be worth it to wait until Black Friday?

 

I was looking at Rogers' sale last year, and it looks like the Xs probably won't be on sale (especially the 256 gb model), but might be worth waiting for bonus data on a new plan? What do you guys think?

Re:Apple iPhone Xs / Xr & Xs Max Questions / Reservation numbers!

E-sim is a new feature for the last iPhone only. This is incorporated digital SIM card or esim card that can be used as a second SIM card and to have a new plan .
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