I returned a defective device to the Rogers location near my home in October 2011. It was not holding a charge. This was the second device I had had this experience with (it was a free Nokia phone that I got for my teenage daughter). The Rogers employee took the phone and said that a manager would contact me to discuss. I did not receive a call from a manager, instead a few weeks later I got a new phone. I assume that it was a replacement phone.
A month later, I got a letter saying that I had recently been sent a new phone to replace a defective one and that I had not returned the defective one. Unless I did so I would be charged $500. I called the Rogers customer care # and explained the situation (speaking to 2 managers) and was told the charge would be removed.
I have now received my Jan bill and there is a charge for $500. I have been into the store, spoken with an employee (of course I couldn’t speak with a manager, there wasn’t one available). I have called the toll-free number and sent in 2 complaints to the office of the President. I received a reply from the office of the President saying that I need to call the toll free number again. So I did, and spoke with an employee and a manager. The manager told me that the store needs to record the serial number of the phone that I returned on my account and then they can reverse the charge.
So my question is, why am I, a long-time Rogers customer, doing all the work here? It takes forever to get thru on the toll free number, and I can’t get thru on the phone to the Calgary store (it rings busy constantly). I am being charged for something that I returned in good faith to the Rogers store. If there is a training issue there then it needs to be rectified, but not at my expense.
I have again sent in a note to the Office of the President. There is a section on the Rogers website where it says “contact the Ombudsman” but it cannot be accessed.
This is without doubt the worst customer service experience I have ever had. I am just speechless.
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