Rogers Lost My Phone

[eazyduzzit]

Yeah,

They sent it to Nokia to get fixed (USB outlet was not working) and Nokia apparently lost it. (Took them over 2 months to admit this)

Paid $300+ for it a year ago on a 3 year plan. (Nokia N95 8GB 5MP Camera)
They tryed to offer me a very basic phone as compensation (LG Neon)

2 years remaining on contract, no phone obviously and do not want the neon. What are my options?

Can I just cancle with no penalties as they are the ones who lost it and don't seem to be willing to offer me a phone I want?

Thanks.

[Jimmy Stang]

Sounds like you're going to have to make some noise. Keep complaining and insist that THEY lost your phone and that you should either get the same or better phone in return, or at the very least, let you out of your contract without penalty.

You'll probably get the runaround, but someone at the company should realize that the reasonable solution would be to simply give you the same phone.

[eazyduzzit]

Oh sorry Jimmy Stang, I forgot to mention:

They no longer offer the N95 anymore, thats why they offered the Neon. But the neon is currently a cheaper phone then what I paid for the N95 and it's features are less as well (4GB instead of 8GB, No WiFi, 2MP Camera instead of 5, amoung other things)

But the bottom line is I don't want the phone they offered and should not have to take it as compensation for there screw up?

Any advice would be helpful.

[To Be Quite Honest]

Originally Posted by eazyduzzit

Yeah,

They sent it to Nokia to get fixed (USB outlet was not working) and Nokia apparently lost it. (Took them over 2 months to admit this)

Paid $300+ for it a year ago on a 3 year plan. (Nokia N95 8GB 5MP Camera)
They tryed to offer me a very basic phone as compensation (LG Neon)

2 years remaining on contract, no phone obviously and do not want the neon. What are my options?

Can I just cancle with no penalties as they are the ones who lost it and don't seem to be willing to offer me a phone I want?

Thanks.

Nokia or the dealer you dropped it off with like Wireless Wave. Most dealers have their own centre for repair. Why would Nokia offer you a LG phone?

[Jimmy Stang]

Originally Posted by eazyduzzit

Oh sorry Jimmy Stang, I forgot to mention:

They no longer offer the N95 anymore, thats why they offered the Neon. But the neon is currently a cheaper phone then what I paid for the N95 and it's features are less as well (4GB instead of 8GB, No WiFi, 2MP Camera instead of 5, amoung other things)

But the bottom line is I don't want the phone they offered and should not have to take it as compensation for there screw up?

Any advice would be helpful.

I think that it is perfectly acceptable to expect something equivalent that does everything that the old one did. I'd list off all of the differences and start talking to them! I'm generally not a complainer, but if my iPhone was lost by the dealer or their service company and Fido offered me something that had half the capacity, didn't do wifi, etc. I'd be more than upset.

Just remember to be polite - you're more likely to get help if you're easy going but know exactly what you want. Try and get them to empathize with you and see it from your point of view - would they be happy with that deal?

[DropIt]

I don't think its unreasonable at all to:
1) either get out of your contract with no penalties

2) Expect an upgraded phone

3) Take the lesser phone, but be reimbursed your 300 (make sure you tell them you need new accessories for your 'new' phone)

[Super Nintendo Chalmers]

Phone in and ask to talk to someone in customer relations. Explain to them your situation and what you want in terms of compensation. You might also want to use this as leverage to get a better phone plan.

Check out this thread.

http://howardforums.com/showthread.p...page=583&pp=15

It's long but it has some good ideas as to what's possible.

[eazyduzzit]

TBQH: They said they sent it to Nokia for repair but I think it's just the repiar centre for rogers in this area myself. I'm dealing with the rogers store in which I brought it in to be sent out for repairs. They are the ones offering me the Neon.

Basically my N95 was no iPhone, but it's no LG neon either. I just don't want to be stuck with a phone I don't want for another 2 years because of someone else's incompetence.

I'll read that link Super Nintendo Chalmers, thanks.

But yeah, i'm not dealing with any call centres or anything, just the employees at a specific rogers store in calgary.

[photon]

Bare minimum would be a full refund then you can choose the phone you want.

[Rathji]

Full refund in cash or have them give you a phone for free that would normally take a 3 year contract to get.

[pylon]

Use the trick I always use to get copious upgrades from Rogers.

Step one: Call their customer service line.

Step two: Immediately ask who you talk to cancel your contract and get your number transferred to Telus. ( At this point you will be transferred to the retention dept. )

Step three: Tell them about the great offer you received from Telus to provide you with a free Iphone if you move to them on a 3 year contract.

Step four: Wait at mailbox wringing your hands for about a week for your iPhone which is enroute.

This has netted me 2 blackberry upgrades, and 2 iPhone upgrades for never more than 99 bucks.

You may be asked to re-sign a contract for three years, but in your case, it would only work out as a 1 year extension. And also demand to upgrade to the top Data plan for $30 a month, they will cave on that one too.

Hope this helps.

[FanIn80]

Yeah man, if you work this right, not only should you get a better phone than that LG... but you should end up with a better plan too. This has a retentions plan written all over it.

[eazyduzzit]

Haha, thanks guys.

My plan is pretty decent right now, I'm not really looking to get it switched around a whole lot. Was just making sure i'm not being unreasonable on what I want.

Has anyone experienced a situation similar to this in the past with rogers, or any cell phone provider? Do they have to refund my money if I ask them to? (I still have recipte of what i paid on the 3 year contract) Do they have to let me out of my contract with no penalties (Is losing the phone considered a void contract or whatever)

Thanks!

[Maritime Q-Scout]

If you brought your phone into a Rogers store in the mall, odds are you're not dealing with Rogers directly but a contracted 3rd party. Meaning your contract for service wouldn't be with the retailer, who lost the phone. (Mind you Rogers does have a number of corporate retail outlets).

When they sent out your phone, they should have given you paperwork about them having your phone, it being repaired, etc. On that paper it should state what they're insured for and what happens if they phone is lost.

You might want to call the company's customer service line to see what they say. It wouldn't hurt calling Rogers customer service telling them what happened. Although if you called explaining Rogers the situation it'd probably eliminate Pylon's suggestion of threatening to cancel your contract.

[tkflames]

Originally Posted by eazyduzzit

Haha, thanks guys.

My plan is pretty decent right now, I'm not really looking to get it switched around a whole lot. Was just making sure i'm not being unreasonable on what I want.

Has anyone experienced a situation similar to this in the past with rogers, or any cell phone provider? Do they have to refund my money if I ask them to? (I still have recipte of what i paid on the 3 year contract) Do they have to let me out of my contract with no penalties (Is losing the phone considered a void contract or whatever)

Thanks!

Having worked for a Rogers store in Calgary (for only a brief while...too long I would argue) about 10 years ago, I would say, call the call center. Working with the dealer is like working with a middle man. Call the customer support at Rogers and demand a new phone. If the person can't help you, ask for their manager or someone who can. They will always try to avoid giving you a new phone, but you will get high up enough where a person can make that decision. If you like your plan etc. then have a look at their products and see which one you would consider a minor upgrade or equivalent. Do not hang up until you find the right person that will give this to you. Do not let them send you back to the dealer. GOod luck!!!

[puckluck]

14 posts in and no thoughts and prayers joke? I'm dissapointed.

[jar_e]

Had to make use of the Rogers Call Centre this week and was quite impressed. Its always a crapshoot on who you'll talk to but I phoned 3 times in one day and finally the third guy was understanding and understood the problems with my phone and marked it as defective.

Unfortunately, I had to return it to Best Buy which may be the biggest crock ever. After arguing with the manager for ten minutes and making a scene, I finally got the phone exchanged.

Long story short...deal with the Rogers Call Centre but expect resistance from the "middle" man.

[eazyduzzit]

Well I went ahead and phoned the Rogers customer service line. Explained my situation and was pretty much told to deal with the store, I refused and told them I want a solution right now and will not wait any longer nor will I play anymore games, was told there was nothing he could do and that I could be tranferred to retentions so I asked to speak to the manager first. Spoke with her and informed her of the whole story and she was very resonable and understanding. She offered me another Nokia N95 or any phone comparable. I Decided on the Bold 9700. She also reinbursed me for the remaining months i've been screwed around via the rogers store - which I could not seem to get out of them myself - and gave me credit for the next 2 months.

My new phone will be here in 3-5 business days.

I may have been able to get myself some free stuff on my plan but I felt as though she was very reasonable and fixed my entire situation in about 5 minutes, my conscience got the best of me

Never again will I deal with anyone at Rogers Crowfoot.

Thanks again for the replys guys, much appreciated!

[Maritime Q-Scout]

Originally Posted by eazyduzzit

Well I went ahead and phoned the Rogers customer service line. Explained my situation and was pretty much told to deal with the store, I refused and told them I want a solution right now and will not wait any longer nor will I play anymore games, was told there was nothing he could do and that I could be tranferred to retentions so I asked to speak to the manager first. Spoke with her and informed her of the whole story and she was very resonable and understanding. She offered me another Nokia N95 or any phone comparable. I Decided on the Bold 9700. She also reinbursed me for the remaining months i've been screwed around via the rogers store - which I could not seem to get out of them myself - and gave me credit for the next 2 months.

My new phone will be here in 3-5 business days.

I may have been able to get myself some free stuff on my plan but I felt as though she was very reasonable and fixed my entire situation in about 5 minutes, my conscience got the best of me

Never again will I deal with anyone at Rogers Crowfoot.

Thanks again for the replys guys, much appreciated!

So, you took my advice and it worked? . . . odd . . . first time for everything I guess

Glad everything worked out for you, I have the Bold 9000 and love it.

[FanIn80]

Right on man. Good to hear.

Don't sweat the "didn't go after more free stuff" thing. I'm the same way. If I get someone who's being very reasonable and making an effort to satisfy my situation, I have a very hard time being greedy.

PS: Let me know what you think about the 9700. I've had my eye on it for a while now. Since you had the N95, I'm assuming you're someone who knows how to judge a decent phone.