Approaching Rogers CSRs

[XBrav]

Given the nature of the 911 situation, we have been getting mixed answers from all CSRs. I hope this thread can prove to be a success.

If you make a service call to Rogers, and they say something on the trade-up program, or anything else of interest or annoyance, post it here. If you can, get the service rep's ID number. That way, we can have a catalog of good / bad CSRs to take to Mary Pretotto.

The main issue right now is inconsistent answers from level 1 support staff. Let's clarify things.

-XBrav

 

[Trenchant]

I called in yesterday. I was informed that the program was put on hold. I had the rep put a note on my account saying that I phoned in to request the upgrade but could not receive it because it was on hold. I asked to talk to a manager. He put me on hold and talked to the manager for me. He came back saying HTC was actually providing the upgrade NOT Rogers?

Since when does HTC care if Rogers customers extend their contracts by 3 years?

The rep said the most likely reason for the upgrades being put on hold was because of the security update.

 

[RogersMary]

Hi XBrav - Thanks for starting this thread. I'll jump in from time-to-time and try to answer questions as best I can.

As per the upgrade program, this is temporarily on hold. It is a Rogers program. When I have more details to share, I'll come back here to post.

Thanks!

 

[mvidberg]

I talked to rogers support last night regarding the dream to magic upgrade deal. First guy I talked to (sorry, i didn't get his name) said that there was no such deal and if there was he'd know about it. I told him I've seen several sources about the deal on the Internet and he said he hadn't and then asked me if I believe everything I read on the Internet. Anyway, he transfered me on to someone else. This new guy was nice and knew exactly what I was talking about. I got the same answer as others have been getting, the deal is on hold and he wasn't allowed to tell me anything more about it. I really want to switch my dream to the magic and hope the deal comes back soon. I don't want to end up with a phone that can't run any apps anymore because the developers have all left support for 1.5 behind. I would have never picked the Dream over the Magic had I known that only one was going to be supported.

 

[XBrav]

What a fun day.

I'm at school, so I'm having a family member deal with the issue with Rogers for my little brother.

Sunday we called in to get the Dream > Magic exchange. The CSR was extremely helpful, and did his best to put through the upgrade. His computer wouldn't let him do it (he figured the system was having issues). He went on record stating that we met all the criteria for the program, and to wait 24-48 hours for a callback. Unfortunately, callback never occurred.

Tuesday swings around: second call, second CSR. This CSR checked and verified that the call was made, and that we qualified. She stated that it looked as though the computers were in limbo or something on Sunday, and that our request was currently pending. She said that the request would be processed within 24 hours.

Here comes today. We call in (I wasn't home) to check into the status. This CSR tells us the program has been postponed until further notice (aka no timeline whatsoever). She further goes to propose an offer for an LG EVE, with 2 months credit if we pay the $49.99 + $35 activation fee. Luckily, my family member denied the offer.
I am truthfully horrified that not only did this representative not offer any help other than stating the obvious, she tried to sell us a phone that completely eliminates the purpose to get the Magic (namely, Android 2.1).

Mary, I am extremely concerned with the complete inconsistency we are receiving from CSRs on the phones. Can you please inform the higher-ups that Rogers customers are unhappy with the lack of consistent answers? I fell as though Rogers is not standing behind any concrete statements. It leaves us customers unsure of what to believe.

I apologize for not sharing names, but I want to keep it all anonymous until the issue is fully resolved.