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Device Protection Guarantee

Lendo78
I'm Here A Lot

Let's say that you got a brand new Blackberry Z10 and then 4 days later you're in a car accident that leave you with a crack in the screen. Is this covered under that? Or perhaps your son grabbed your phone and while running dropped it and cracked the scren. Is this covered? Has anyone ever used this program? What do you have to do?

 

 

 

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48 REPLIES 48

Re: Device Protection Guarantee

Hi @Aben1,

 

Welcome to the Community!

 

Thank you for posting your concern in the Forums. We can definitely assist you with your inquiry. Please reach out to us via PM @CommunityHelps next time you're online. 

 

 

RogersZia

Re: Device Protection Guarantee

barndoor
I'm a Trusted Contributor

Ummm ... after reading @Aben1 's post  I think it would be appropriate for Rogers  to do something a little more  customer oriented than  offer to help  IF  HE/SHE contacts you through this forum ... Smiley Sad

They have made one post  to bring this to your attention  and it would be no surprise if they  don't come back judging by the tone of the post.... so the above  post makes Rogers look good  but has essentially done NOTHING to address the situation .  Smiley Wink

Re: Device Protection Guarantee

Ccl20
I've Been Here Awhile
DO NOT USE their device protection with Asurion. It is the BIGGEST scam ever considering what you are paying. I cracked my screen of my iPhone 6 and then decided I may as well test out my insurance, big mistake I should have just dealt with the broken screen. After going through 2 replacement devices within 2 weeks I decided to go into an Apple Store to see what was actually wrong, they took my device apart and were very surprised to discover that the device was put together with non Apple parts and the serial number on the back was clearly edited. It has now been 4 months of constant calling to Asurion to get my return envelope to send this device back where they keep questioning if they have the correct address even though I was able to receive these replacement devices within days of requesting. So not only did I pay the monthly fee, the $200 deductible, I also lost my REAL Apple iPhone in exchange for this fake non working replacement. DO NOT USE this insurance service it is a scam.

Re: Device Protection Guarantee

Meowmix
I'm a Trusted Advisor
Hello @Ccl20

Out of curiosity did Apple provide you with any proof that this refurbished device was modified and had a non existing serial number? If this was the case, Apple wouldn't have given u the device back and would have taken it and shown their managers nd send it off back to their offices. I know this as i know how location manager at Eatons Center and Fairview and both just not told me that is not possible and they would also provide you with a email or hard copy of this and send it to their offices and Rogers.

Asurion works with all carriers in Canada and US and works with Walmart and other high end companies including Target in US as well. So i doubt they send out fake devices as i used their services many times with products from Walmart and Rogers without any issues.

Have you contacted Asurion and provided them with proof his is a modified device sent by them?

Re: Device Protection Guarantee

Ccl20
I've Been Here Awhile
Apple did not physically give me anything but he went and showed his manager and they both said this is not the first instance they've seen and they will be bringing it up when Rogers comes for their visit to see how things are going. All you have to do is hold the phone and you can tell the difference between it and an original iPhone, I still have the phone that I would be happy to share with someone to show the difference as I have yet to receive my return envelope. The worker at Apple did not take the phone away because he said " you need to take this to Rogers and show them that their insurance is providing non Apple phones." I contacted Rogers and Asurion about this issue and neither one of them even questioned it or asked for photos proving it, Asurion just said said it back and we'll refund you. They win anyways as they got my Original real iPhone 6.

Re: Device Protection Guarantee

Meowmix
I'm a Trusted Advisor
Hello @Ccl20

Hmm that seems odd. I wonder what is going on then. I'll ask around and see. Usually they never send out " fake" ones as its not on their protocol and if Apple has seen this before, they would have stopped it and asurion wouldn't be in business. Either way I would contact a manager at Rogers and see if they can offer u something, if not ask for the office of the President and see what they can do. At this point speaking to them would be best.

Keep calling asurion for the box to send it back. Pressure them if u haven't received it without couple of business days.

Re: Device Protection Guarantee

Ccl20
I've Been Here Awhile
Oh yes I call them every 10 days and I get the same story, asking if they have my address correct, I've never seen this happen before, just wait another 10 days and it should be there. When I told Rogers all of this they did not even question or deny and offered me a free upgrade but I still had to pay another $300 to get a phone plus my $200 deductible for the insurance....just a waste of money all around. But yes I'll keep trying with Asurion and if it doesn't come this next time around I'll be reaching out to a Rogers manager because this is ridiculous. Thanks for the input!

Re: Device Protection Guarantee

 

Hello, @Ccl20

 

Thank you for posting your concern in the Community. We can look into the issue for you, please send us a private message at @CommunityHelps as we need to access your account. Please check our blog if you require assistance with the private messaging.

 

Thanks,

RogersMoin

Re: Device Protection Guarantee

Ap11
I've Been Around
I lost my phone

Re: Device Protection Guarantee

Meowmix
I'm a Trusted Advisor
Hello @Ap11

Have you called Rogers to block the services and see what they can do?

Re: Device Protection Guarantee

I am a customer of Rogers for some 30 years now.  I have, as of this post, reached the limit of my ability to stay with this provider.  It all started when I had to replace my phone at the end of January of this year.  I decided on a Samsung Galaxy 6, pretty much a normal smartphone.  I opted for the contract where it paid out over 2 years, which I usually do, and allowed the salesperson to tack on phone protection, figuring that, since I work outdoors (my last phone literally froze, which was why I had to replace it) it would be prudent.

A month later, this phone starts dropping connection to cell networks.  I would have to go and manually search available networks to reconnect.  After about 2 weeks of this behaviour, it stops connecting altogether.  The rest of the phone works fine, connects to the internet, etc. Just no cell service.  I take it in for service.  3 weeks later, I am given a terse call by the franchise I took it to that my phone will not be fixed as it has "severe corrosion" and "water damage".  I find this kind of absurd, but fine, I have insurance, right?

Wrong.

Turns out this is third party insurance, which I was not informed of when I signed up.  The deductable is $230.

For a phone that was manufactured 2 years ago and only in my possession not even 2 months.  I also have to do all sorts of paperwork and pay in advance to see if they will bother shipping me another.  Rogers also informed me that I will have to shell out the 'full' $600 cost  if I decide to leave.  I also got hit with $60 in excess data charges from the malfunctioning phone dropping and reconnecting.  I feel like I have been conned and my loyalty abused.  I have had no satisfaction from Customer Service, retention, or the local Rogers franchise.  It reminds me of the predatory tactics that the banks have been accused of lately.  I am going to end up paying almost $1000 to 'buy' a phone that had either a manufacturing defect or was badly handled and stored before it was fobbed off on me.   This company is the United Airways of service providers!

Re: Device Protection Guarantee

Meowmix
I'm a Trusted Advisor

Hello @User1811303

Welcome to the forums!

First let me say that i am sadden to hear what happened.

Second. Just to run u through something. The insurance u pay has a deductible of $200 Plus taxes for ANY phone u get. So if I broke my S8+ and wanted another one, they would charge me $200 for it. Sadly this is how it works and if the rep failed to inform u, then it's a mistake on their end but Rogers had a site linked with Asurion which shows u this as well. It doesn't matter how old the phone is. There is a deductible for all phones. Some are high till $200 and some are low in pricing.

As for the charges of the overage. Have you spoken to a manager and see what they can do? Also have them check out why u have to pay $600 to cancel ur account seeing as u did not do a upgrade, all they did was send u out a replacement phone.

Best thing to do is contact a manager. If that does not help ask the manager to escalate it to the Office of the President and have them look at this.

First though try and connect with @CommunityHelps and see what they can do!

Re: Device Protection Guarantee

 

Hello, @User1811303

 

Thank you for joining and posting your concern in the Community. I appreciate your loyalty and I would be disappointed as well with such ordeal.

 

We can definitely dive into your account and explore the options for you. Please send us a private message at @CommunityHelps. Our private messaging system is explained in this blog.

 

Cheers,

RogersMoin

 

PS: Thank you, @Meowmix

 

 

Re: Device Protection Guarantee

670
I've Been Around
Device protection is a rip off. Rogers has the worst customer service of any company I have ever dealt with. Incompetent and dishonest.

Re: Device Protection Guarantee

jgilroy1
I've Been Around
Be aware that you no longer have whatever was left of your Apple warranty.

Re: Device Protection Guarantee

Meowmix
I'm a Trusted Advisor
Hello @jgilroy1

Not really. If you contact Apple and let them know what happened, they will give u the remaining Apple warranty on that device as long as it's added to ur account. Done this before and worked without issues.

Re: Device Protection Guarantee

Loyal Customer?

 

Hi there
I've been a loyal customer of Rogers wireless for 20-22 yrs.I took over my wife # when she past 10 yrs ago. I have purchased the wireless insurance plan and pay evey month. Recently I had my bag drop off the back of my truck and ran it over with my phone in it , needless to say the phone was crushed!
I called Rogers and they told me there was a $200 deductible and it would not be worth fixing. So now I have to pay off my existing contract ( which can afford) and get a cheaper phone. I feel so taken advantage of.Insurance was just wasted $.
I'm now thinking about pulling my services and going with Bell who consistentaly tell me in letters why I should go to Bell. For the most part I have ignored them as I thought loyality meant something.... Guess I wrong.
Sincerely,
John

Re: Device Protection Guarantee

If your not well versed in the English vocabulary and non confrontational the people at Rogers will not care about how long you've been a customer. They are told to save money at all costs.....
If not for Loyal customers Rogers would be out of business. Full Stop.....

Re: Device Protection Guarantee

I forgot to mention that not once did my wife and I ever get a free phone , or ask for anything! Now thats loyalty.
Just paid our bill and shut our mouths.And thats the thanks you get.

Re: Device Protection Guarantee

Ccl20
I've Been Here Awhile
Yes their device protection is a joke and a scam that they deny, I see now that they are changing protection companies though I wonder why......

Re: Device Protection Guarantee

Hello @StellarSpartan,

 

Thank you for your post and welcome to the Rogers Community Forums!

 

It sounds like you've had quite a terrible experience since your phone was damaged. We definitely appreciate your loyalty over the years, 20+ years is a really long time!

 

We would like to take a closer look at this and see what options are available to make this situation better for you. Please send us a private message @CommunityHelps the next time you're online and we can get started on this.

 

For more information on our private messaging system check out our blog.

 

RogersTony

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