Update as of Sept 16 at 1:36 PM: Thanks to my readers and Facebook friends this article got enough social play to earn the attention of the Office of the President of Rogers which contacted me and resolved the entire issue within a couple of hours. They also extended to me a $100 credit for my trouble. I now have my new phone and I love it… despite the mess required to obtain it. This does nothing to excuse the amount of effort this took to get the appropriate attention but I did appreciate their efforts and will continue with Rogers for now; if simply for the convenience of not having to switch. I hope this experience and its ultimate conclusion assists others if they encounter the same situation.

——– The Original Post ——–

Rogers Wireless, you are GREAT at pissing off your customers!

I hope anyone reading will share this article to warn others of the service they can expect. Even after being with Rogers for over 12 years!

I chose to upgrade my Rogers Wireless phone by calling in rather than risk a long line up in the store… HUGE mistake. I have faced nothing but ridiculous excuses around the upgrade of my new phone and its lack of arrival. Apparently it is back-ordered and they can’t cancel my order so I can pick it up at my local store which has stock.

They told me the phone would arrive in 5-7 business days, it is now the 9th business day, I have no phone and I have been told it will take another 5-7 business days for them to figure out how to cancel my original order at which time I can then go and spend more time at the local store to finally get my upgrade (if it isn’t out of stock by then). Complete and utter incompetence laden with bureaucracy. I am now seriously looking at Telus for my cell phone needs… not that it is going to be that much better I expect but perhaps a lesser evil.

But it isn’t nearly that simple… you should see how badly they dicked me around. Continue reading →