Customer Care

[tonynalves]

My recent experience with Rogers was, to put it nicely, less than satisfactory. I have been with Rogers for years and have all of my TV and internet and cell services with them. I recently got a upgrade on my cell phone and was given a free screen protector with my purchase. I was assured that this screen protector had a life time warranty and that I could have it replaced at any Rogers store in Canada should anything go wrong. The corner started to unstick a few weeks ago and I went into my local store to have it replaced. I was told that they absolutely "could not give me free things" irrespective of the fact that I had been told that there would be no issues replacing it should I need (I was told that if I was to upgrade to a newer phone that they would happily throw in a free screen protector and this one would definitely have a lifetime warranty... I upgrade my phone in December, so less than 8 month ago...). I called customer service and they were unable to help me, nor were they receptive to the fact that the employee had dismissed me and, frankly, been rude. I know a screen protector is only $20-$30 but it is the principle of the matter. It seems clear that Rogers does not care about its customers and does not care that lies and untruths are being used to lure people into purchasing products. I am so disappointed and wish there was less time left on my contract so I could find a different provider. Would it be any different? I don't know, but I had my cell account with Virgin before and they were 100% better.

[RogersMaude]

Good afternoon @tonynalves,

Welcome to the Rogers Community and thank you for your post!

I understand your disappointment with your recent experience. Did you visit the same retail location where you originally made the purchase of the screen protector?

If it is a manufacturer warranty, you may need to contact the screen protector brand directly for assistance. Do you still have access to this information?

Since our customer service agents do not have access to sell accessories as such, it is not something we could locate for you, unfortunately. However, if we'd be happy to help you on how to get in touch with them.

Keep in mind they may need your original proof of purchase for further assistance.

Hope this helps!

RogersMaude

[tonynalves]

Good afternoon,

Thank you for your reply. As mentioned I was not able to visit the same store. I live in Ottawa and bought a new phone from a Rogers store in Vancouver while visiting my daughter. I was assured by the salesperson there that should anything go wrong with any part of the phone, screen protector included, that I would be able to take it to any Rogers authorized dealer to fix the problem.

The sales person at the Rogers store I visited in Ottawa seemed to have no problem in offering me a new screen protector if I chose to get a new phone from him, so clearly it is something that is easily and often done, it was when I told him that I did not need a new phone that he informed me that he would not be able to give me a new screen protector after all...

It seems that sales people will offer you anything to get you to buy from them, and will say anything they need to, but then when anything goes wrong, as a company, you do not stand by their word. 

Again, I know that a screen protector is only $20-$30 but the fact of the matter is that as a customer I feel disrespected and lied to and all that I have heard from anyone at Rogers is excuses. 

Tony