Samsung Galaxy S2

[canucklove]

I spoke with a Rogers rep and he said that they will not be getting the S2 yet. He said probably not until earliest September, but more likely even later in the year.

Too bad...its an amazing phone, but I've been saving my upgrade for months and months for the S2 only to be disappointed that I have to wait for everyone else to get it first.

***edited labels***

[asklu]

ignore post please, found my answer elsewhere

[wilsondavila]

Rogers didn't post my last message. Prob won't allow this one either.

There I posted the links where customers could seek information about their rights and what they can do.

They may not have promised the phone at a certain date, but misleading customers is an offense as well and also advertising it was the first LTE phone. Misleading customers by saying "as early as" is a practice that IS MISLEADING if proved they knew all along they wouln't be able to deliver anytime soon. It gives customers "false hopes" and keep customers waiting.

Or do you really believe the real reason for all their silence is Samsung's fault? Or a glitch in the system? C'mon, if they preffered the silence is b'cause they don't give a %^&& about their customers and b'cause it's better to keep them not informed. (Who wants to publicly admit their phone is having a problem prior to launch?). They opted by the silence and that is misleading and selfish. The link for the competition bureau is http://www.competitionbureau.gc.ca/eic/site/cb-bc.nsf/eng/home and their job is to prevent abuse in advertising, like misleading customers to believe something that's not true. "As early as" is a misleading statement and they totally err when they decided to make that statement in the first place. It's an abuse of the customers good faith and that kind of practice should be banned from Canada. It's the kind of corporate practice we would find in an extremelly agressive capitalist state (most of USA companies) whose truly interest is to make money by all means necessary, even by treating the customers like &%&*. 

It's not at all what is being taught in business schools nowadays.Definetelly something should be done about it.

[derickma]

I woulden't say rogers hasbeen misleading .. But I would say they have horrible coustomer service .. when representitives have no idea of upcoming phones, incorect information but is thats rogers faut that some guy working in the store dosen't keep up to date with new tech.? No But at the same time Rogers could step up to the plate and say they phone is delayed , we expect to recive a shipment from samsung on this date , the phone is delayed because ..blah blah blah .. Rogers seems to have taken the stance is that it will ship when it's ready to ship ...bottom line if they only got 10 phones then thats all they got we have to wait untill whatever problem or shippment issues is sorted out .. Rogers is like a horrible girlfriend you know somethings wrong ..she just won't tell you untill she wants you to know ... and by that time she's already won.

[drummergurl21]

euripides,

google is perfect....enough said
: )

anyway, i agree as well that some people are taking it too far....i mean think three months ahead, we will all have the phones we want, whether it be the raider or the S2, and we will still be on rogers network (most of us) and we will forget about all this shenanigans.......sure they managed to make us all angry but in the long run, we will be happy and even forget what had happened in these weeks we have been waiting......
i mean, when you show your friends your new, super cool S2 device, you're not gonna tell them "yes, ive been waiting so long for it and rogers really sucked at telling me why the device.........." youre just gonna be like "man look at this cool phone.....be jealous....."

[Euripides]

Drummergurl24,

Google is always perfect haha.

But take me for example, and this was resolved by Rogers just last week. Probs 2-3 weeks ago I wanted a new phone. Had the xperia over a year ago but hated it. Which replaced my iPhone 3G so couples months later I got the iPhone 4 through my moms plan.

Before hitting Vegas week and a half ago. I asked about upgrading. On the phone she said you have to pay the early upgrade fee of $195 plus the activation fee of $35. Ok fine. That was that. I'm waiting till it goes lower. Still had 13 months left on my xperia.

Came back from Vegas. Went to the mall looked at the HTC evo. Made me want a android phone even more. Asked the worker if there was anyway around that. He said no but if you call the customer care they may be able to do something.

The next day called in talked to a guy. Asked if he can do anything considering I've been a 10 year plus customer. He said oh yes I can waive the activation and we can probably give you some discount on your plan to make up for the early upgrade charges. Made me happy. He said when you upgrade your phone and if you have any issues just tell the store tocall in and get it going. So I pondered about it talked to my friend he mentions the S2.

Called back to Rogers which was pretty much 20 mins after the first rep,talked to another rep. Mentioned about the reservation system. And I mentioned what another rep told me that thu can do. The second idiot stick literally sat there and argued with me saying no, no can't do that. Can't waive act fee can't give you discount on your plan to make up or the upgrade fee. Told him then why did the other rep say those things. He says nope, nope can't do it, I see all te info on my screen can't do anything u have to pay. I try talking and he cuts me off. Try again cuts me off. Finally pisses me off an I raise my voice saying are you going to let me talk and finish.

Finally I said let me talk to your manager. He says no reason to he sees the exact information as I do. I say I don't care I want to talk to the manager.

I talk to the manager. He says what I can do for you after this what I went through, he can waive the early upgrade fee for specific phones like the HTC evo but I still have to pay the act fee. Or if I want the S2 I still have to pay the act fee and give me 10 dollars off a month for 3 years. Still wasn't impressed by this. And asked if more can be done he says no.

I was already willing to day bye to Rogers at this point, I asked are you willing to lose a long term customer bc you can't do more? That's all I can do he says. Ok... So I said I will think about it.

I ended up emailing the office of te president about what happened. The next day I get a phone call from them. Explained my story. He did say that the act fee cannot be waived and that he will make sure he will coach the reps better on this. His options he gave me was I can obtain any phone that they have in stock. No early upgrade fee but still act fee. Which was through a credit on my bill. Which was also the same as before. In the end I said I want the s2. So he said ok. I will credit you $90 on your bill and $10 for year. Which gets rid of everything that I was originally promised.

It was resolved. It was a minor difference in what the manager offered me bc he wasn't willing to waive the act fee.

All n all people have a bad taste in their mouths about Rogers bc of this. I am a proven fact that they do care about their customers and are willing to Do what they can to satisfy their clients. Not everyone wins of course. But it does happen

That's my long story. Sorry about the length

[I_Miss_Cantel]

This S2 fiasco is yet another reason why I am seriously considering leaving Rogers. I have been following this thread eversince it was announced that Rogers would be FINALLY getting the Galaxy S2. Taking customers money and promising them status updates of their reservation and not delivering them is absolutely horrible customer service! This has really made me re-think being a customer of Rogers, among some other reasons.  

I have been a customer since 1995, back in the Cantel days. 16 years of loyalty does not seem to not mean anything anymore. Their customer service has gone consistantly down hill throughout the years!  When I found out that the Galaxy S2 was coming I was pretty excited. So excited that I was willing to pay their early upgrade fee to rid myself of the slow Xperia X10. Well I was excited until I found out that they changed their early upgrade period to 30 months.  When I called Rogers and told them how displeased I was with this change they immediately sent me to retention.  Retention did not try to retain me at all, they only made it worse!  I asked why they changed to 30 months. The guy said that I had to pay up to 30 months because I stlll had money owing from my last subsidized upgrade.  When I asked him how much of that subsidy I had left he told me he did not know. When I asked him to send me to someone who did know, he said that no one knows! How can one say that I can't upgrade due to money owed on a subsidy, yet they do not know how much that ammount actually is? He then went on to tell me that early upgrade is a promotional offer, and that they could change it to 36 months if they wanted.  That was basically the end of that conversation because I told him that if I had to wait until the end of my contract to upgrade then there is no longer an incentive for me to stay!  The only reason why I stick around these days is to take advantage of these early upgrades!  Without the early upgrades I would have probably moved to Sasktel by now as their coverage is better and they are keeping their smartphone early upgrade timeframe at 24 months.

The Galaxy S2, with it's dual core processor and awesome 4.5" screen is what was saving this 16 year customer from leaving.  This waiting, lack of communication, and poor customer service is only making me look at alternative companies to have my business. Rogers needs to seriously do something to save me as a customer! 

[wilsondavila]

Let's all fill the email inbox of the ombudsman. Nothing will be done and they will probably toss it, but at this point, what else can we do? Wait patiently or wait expressing our voice? I prefer the latter.

Their email is ombudsman@rci.rogers.com

I also emailed the president's office.

[shaggyskunk]

A HUNDRED AND TEN PAGES...most of which are not congratulatory, have STILL note evoked an official Statement from Rogers?

[mvasili]

So they are having problems with their LTE network and that's why they aren't releasing the phones?   Let us know that, because I can tell you there are a number of your customers who dont' want LTE, like myself... and there maybe users who want LTE but are okay with it having issues provided they get their phone. Again, at the very least  communicate with us.

Funnier thing though. I got a call from a Rogers rep last night. Nice girl who was asking if I was happy with my Internet/Phone/TV services. I let her know yes, but the wireless division is causing me nothing but grief and that I will likely be cancelling my Internet/Phone/TV in the next month just because of the wireless division. She offered to pass my call on to customer service  but I declined.  Been there... done that... no help.

now Thursday of the infamous "Early as next week" and not a peep from Rogers... still 23 on the list. 

[shaggyskunk]

---

@mvasili wrote:

So they are having problems with their LTE network and that's why they aren't releasing the phones?   Let us know that, because I can tell you there are a number of your customers who dont' want LTE, like myself... and there maybe users who want LTE but are okay with it having issues provided they get their phone. Again, at the very least  communicate with us.

Funnier thing though. I got a call from a Rogers rep last night. Nice girl who was asking if I was happy with my Internet/Phone/TV services. I let her know yes, but the wireless division is causing me nothing but grief and that I will likely be cancelling my Internet/Phone/TV in the next month just because of the wireless division. She offered to pass my call on to customer service  but I declined.  Been there... done that... no help.

now Thursday of the infamous "Early as next week" and not a peep from Rogers... still 23 on the list. 

---

Any wonder why rogers needs a Retention Dept.?

[TMWX]

If our status does not change from open to pending/shipping today, we will be pushed to next week for the SGSII LTE at the earliest.

It is rather unfortunate and I am disappointed that the mass release of the SGSII LTE it taking so long.

My current phone is on its last leg and I am hoping against hope that it will stay alive long enough to get me to the SGSII LTE.

I have been thinking about what / where / how this all went wrong.

There has to be tangible issues somewhere.

Whether it be the lack of devices, bugs in the LTE network, premature release of the phone on the reservation system... I am not sure... but something is definitely wrong.

I wonder if the ten folks that received their phones already are happy with it...?

Is it running properly...?

Are they having issues...?

Perhaps it's best that Rogers has not release the phone in mass if they are indeed having issues with it or the network.

It would be very frustrating to have a nice new shiny phone that did not perform as advertised... that would send me over the edge.

Keep the faith... one day we will tell our grandchildren about this.

[Pierced]

RogersKeith says:

We never release the specific number of devices shipped.

But we wanted to manage customer expectations and chose words carefully in the post when we said we shipped a “very limited” number of devices to a “handful” of customers.

http://redboard.rogers.com/2011/samsung-galaxy-s-ii-lte-smartphone-to-ship-as-early-as-next-week/

Translation:

"We BS, BS, BS, BS, BS, BS, BS, BS, BS, BS to a "handful" of customers."

[hershL]

@wilsondavila
Thanks for the info. I hope everyone who's got a piece of their mind to share would also try such alternate avenues. This thread was supposed to be an informational discussion but has digressed (with cause) into a collection of grievances which may not even reach anyone of consequence. 

I'd also like to thank everyone who has been regularly posting updates and information that been holding us off. Its been a great source with such appaling lack of "official" support. i still hold no agents responsible and had restrained myself from ranting or bashing rogers, but my deadline is also fast approaching and once past, iwill not look back at this phone or provider. I have worked with enough product launches to understand operational hiccups and shipping/operational restraints that could cause unprecedented delays, but this has gone past the OOPS! point into full blown neglect of an (althought small) subsection of its consumer base. 

[shaggyskunk]

A HUNDRED AND ELEVEN PAGES...most of which are not congratulatory, have STILL NOT evoked an official Statement from Rogers?

[mvasili]

Walked by the Rogers store in the underground near Toronto Union. They had a Jetstream on display, no Raider, Razr or coughcoughS2coughcough.  Across the hall was the bell store with their Raider, S2 and a bunch of their other newer devices.  A few stores down (literally) is the Telus store and they had their S2X on display.

So in two days I've visited

Rogers Head Office store. Result: No LTE devices (rocket stick doesnt' count)

Rogers Union Station branch (HEAVY traffic): Result: Jetstream

Telus and Bell at least have demo models out for customers to try to see if they like it.

My phone has been dying for ages. Since Im' locked into a 3 year contract (stupid me) I wanted to get a decent phone (again, stupid me) Especially since I'm leaving going on vacation for 3 weeks and would like to be able to communicate while I'm away. 

Rogers... as an FYI. You can end all this complaining VERY EASILY... all you have to do is issue a communication to let us know what is going on, without all that double speak and misleading language. Simple, honest direct communication.

For whatever moderator is watching these forums I ask the question (but would be surprised if it was responded to.. is that too much for your customers to ask? Is that crossing some sort of line?

[bluecoupe]

Agreed this is taking way too long!  Atleast give us some sort of update as to what's going on... same thing whem my wife wanted her Iphone4s I ended up getting it from the Apple store instead.

[nadeemcold]

This article states that AT&T down in the States will be getting the SG2 LTE skyrocket on November 6th.  I would expect a similar release date for Rogers as well. 

http://androidadvices.com/samsung-galaxy-s2-skyrocket-lte-4g-launched-att-network/

[Meowmix]

Bell in Scarborough town Center never put up a live demo of the Raider. I asked for a demo & they took it from the back office....

All you need to do is ask to see the Raider & play with it. They have 1 or 2 in the back most of the time for that purpose. I agree Rogers should have live demos like Bell does. They also need to start getting accessories for the phones as well

[shaggyskunk]

A HUNDRED AND TWELVE PAGES...most of which are not congratulatory, have STILL NOT evoked an official Statement from Rogers?

[lillady]

Ironically enough, the S2 LTE has appearded on the devices page! It is only information on the phone so far, but how awesome!
http://www.rogers.com/web/link/wirelessBuyFlow?forwardTo=PhoneThenPlan&productType=normal&productId_...
Hopefully this is an indication it is soon to come!!