I have been looking forward to the Samsung Galaxy S2 LTE from Rogers since I found out about it. I knew I was due for a my 24 month hardware renewal in November so I started poking around trying to find out the release date and how much it was going to cost me. Rogers was being quiet on the subject and sparse about the details.
I started poking around the other companies looked at Bell who had the S2 just not the LTE version. I called Rogers to inquire about cancelling my contract to go with Bell who had the phone I wanted, after lots of talk I was told (apparently insider information) the phone would be releasing in October on the 17th or 18th. You can read more about that conversation if you click here.
The 18th came and went, there was no phone. I had agreed to stay on as a customer until the end of the month. The 31st came and went, and there was no phone.
Finally on Thursday they posted the phone up on their website I called in to order one on Friday. “I’m sorry Sir, you cannot order your phone with us you have to go in to the store” WTF? Your a phone company and I can’t call you to order a phone?
Ok, So the phone is available in stores now then? “Yes Sir, you can go in and pick it up in store now.” OK!
“Hi Welcome to Rogers, how can I help you?” I want a SSGS2 LTE! “I’m sorry Sir we don’t have those in the store yet, probably Monday”
Here we are Monday November 7th, 21 days after I was told it would launch, and and a few days since I was told I could get it in store immediately, and still nothing.
I call Rogers, to cancel my account, I have had my limit of false promises and out right misinformation.
“Thank you for calling Rogers how can I help you” I would like client retention services please.
“No Problem Sir, can I ask why?” I would like to cancel my account and know the fees involved
“Ok Sir, The cost to cancel your account is…” This is client retention services?
“No sir I am trained to handle this call, I can answer your questions” I didn’t ask any questions I asked for client retention services so I Can file a complaint about an ongoing issue and cancel my account.
the representative went on again trying to answer the question I didn’t ask and refuses to send me to client retention services, so I ask for a Supervisor. I am placed on hold, 10minutes later, I am asked by her if I want to continue to hold. I told her I don’t have much of a choice if I want to speak to a supervisor now do I? 20minutes goes by before I finally speak to a supervisor.
He handles my call and tells me he has corrected the customer service rep to do as a customer requests when asking for specific departments, I thank him and we move on to my issue of cancelling my account.
He tells me he can find me a phone that I can pick up a few kilometres away from where I am if I still want it. I figure all this headache I might as well take him up on the offer and go get the phone from this other location.
I go I get the phone, I find out it’s not $199 its $249 with a mail in rebate, I don’t really care I’m charging it to my bill anyways I’ll deal with it at the end of the month.
Oh also there is a $35 administration fee for them to enter my account and scan a barcode off a box.
Then here comes the real piss off. “Sir you are renewing your agreement early, so there is a $90 fee.” I am shocked, I said for renewing like 1 week early you want me to pay $90? I thought like 20 tops.
Oh no…..
Apparently, the guy who sold me my last phone, who told me I can upgrade in 24 months, and the girl I spoke to at the store who told me I was due November (I think she said 22nd) were wrong. They decided to extend the length of a hardware renewal. Apparently a verbal contract is not binding to them and neither is a written contract, apparently they claim they can change these terms at any time and without need for my approval (I also believe that is wrong, I believe I have the right to refuse the new terms, but i need to investigate further) any time they wish, and without notice.
So the final total for everything was *drum roll*
Hardware Charge $249.99
Administration Fee $35.00
Early Upgrade Fee $90.00
Sales Tax $48.75
Total $423.74 minus $50 mail in rebate for a grand total off $373.74 + the cost of lube!
I was reasonably happy with the last 2 years of service I have had with Rogers, this interaction alone has sealed the deal for me with regard to future dealings.
Side note: THE PHONE IS AMAZING! More on that later.
lol, ouch DM.
Lemme know when you do a review of the phone, i want to see what all the fuss is about xD