Alright, so I’m a little mad about this whole iPhone business, and it has everything to do with Rogers royally screwing up my order. I have an iPhone now, but they wasted oodles of noodles worth of my time for mistakes made on their end. I recently wrote a post about how much trouble I was having with my 3GS order. I had ordered the phone two days before the launch date and a week and a half later I still had no new device to speak of (well, I guess I was talking about it — but I didn’t have it). This experience has been the most disappointing and amateur display of “customer service” that I’ve ever seen.
The whole order process had gone on for so long and has become so ridiculous that I’ve actually had to take notes. The major problem was a credit card mixup that was fixed almost immediately. Unfortunately, it seems like the Rogers departments just don’t speak to each other and nobody there seemed to understand that there was no problem at all. Most of the representatives I spoke with tried to help me out, but it seems like the information was so horrifically scattered that no one person can actually solve an issue. This leaves it to the customer to babysit the entire process by calling over and over again until the issue is resolved, or something insane happens — and by insane, I mean when your order is cancelled by the carrier while you’re working with them to resolve a non-existent issue. Apparently Rogers automatically sends a message to the original sales representative after seven days if the order hasn’t been fulfilled. The rep can then choose to cancel the order or contact the customer about the situation, and I had noticed a few missed calls that could have been a Rogers rep trying to inform me, but that’s not the kicker.
According to Rogers, I wasn’t ordering a 3GS, but rather a 3G. The older bloody model. All of the people I’ve been talking to so far have been talking about 3GS stock, and I obviously know the difference between the two phones so I couldn’t have mistakenly ordered one (I’m not saying I’m an expert — I just know which phone I want!). So this left me with no active order, the knowledge that it had been the wrong phone all along, and a charge of $202 and some cents on my credit card for an order that Rogers themselves had canceled.
As a last ditch effort I even tried to put in a call to the President of Rogers’ office and left a message with their secretary. I was surprised to get a call that same evening and I spoke with one of the associates there who calmly listened to my whole life story and how long it had taken me to get absolutely nowhere with them. He then told me that he’d look into the credit card issue and make sure the money was refunded to my card (since the order was cancelled), and that my best bet to find a 3GS was an Apple Store.
That was last week.
Yesterday I went to the Apple Store (having already set up an appointment beforehand) and was in and out in about one hour. The only hitches we had were because of some more minor screw-ups on the Rogers end of things. When I got home I was informed by my dad that Rogers still hadn’t refunded the $200 for the phone they never delivered. I spent about five seconds looking down at the one-ton three-year contract I’d just signed with this insane carrier and wondered what the hell I’d just gotten myself into. Then I spent the afternoon playing with my new white 16GB 3GS.
Continue reading:
- Everything New Apple Just Announced (Septembe
- Apple Watch Pre-Order
- Apple Research Kit launches with 5 Apps
- Apple TV now only $69
TAGS: rant, rogers wireless
