You know, I had read so much about the long waiting lines and the back orders for the 2G/3G launches, so this year I decided I’d try to call a little earlier (ok, two days before launch) and try to get a 3GS over the phone – and to my surprise, it worked! The Rogers rep was very kind and helpful and after about 45 minutes I was told I could expect the 3GS by Friday launch, or Monday at the latest.
Well, I was wrong to in thinking it would be that easy as I still don’t have my new iPhone and finding out why has been a real pain in the ass.
Here’s the quick timeline:
Last Wednesday – Ordered iPhone; supposedly 2-3 day delivery
Last Saturday – Rogers calls stating credit card info problem; we fix it same day
Last Tuesday – called to check on order, ended up speaking to two reps: Rep 1 says I’ll get it next week at earliest, Rep 2 digs more deeply at my behest and then assures me it’ll be here within the week
Friday – Tired and feeling sick; hoped iPhone would arrive for something to play with while not out and about. Evening rolls around and no delivery, call Rogers (45 min wait) and spoke to one rep about tracking my order. She said no shipment was sent and that iPhones were currently out of stock for a short-but-indeterminate amount of time, but I still had the option of calling Sales Return to cancel order or ask for more options. I asked why no order had shipped last Saturday when they still had stock and the rep responded: “apparently there was a credit card problem last Saturday, that’s why it was stopped.”
The credit card problem? The one we had fixed on the same day? I eventually did call Sales Return and spoke to a Rogers rep who finally told me that I did have an iPhone reserved for me, that I wouldn’t have to wait until new stock arrived, and that it had been waiting all week long at the delivery centre (as far as I understand) because nobody had bothered to just ship the bloody thing out to me. Somebody had really dropped the ball. She said that she’d watch the order herself and that the iPhone will be shipped to me this coming Monday, but she also gave me her name and dept. number just in case. After I took down that information, I ended the conversation and called it a night.
The most frustrating thing about all of this was the idea of paying such a high price and locking myself into a new three-year plan and getting all the wrong information about the delivery of my phone. Not only was I not given a tracking number to begin with, but I also had to ferret out the real information about my order by calling over and over again to find a representative who knew what they were doing on and was connected to correct information.
What the heck happened here? Did somebody at Rogers trip on a $100 bill on the way to the UPS truck and lose my iPhone in a pile of money for the last five days?
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hi i order a iphone 3gs 7 weeks ago with rogers and i haven't got it yet whenever i call them they say it's still a backorder.i'm so mad and i don't like rogers customer service very poor.
They're pretty bloody horrific. I'm actually still awaiting the refund on the order I wrote about in this post. I eventually bought my 3GS straight from the Apple Store on a different account, but Rogers still hasn't given back the money for the first phone which they never delivered. They also cancelled that order and had the phone wrong (3G instead of 3GS) the whole time.
Rogers is just bad news bears.
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