I like to think of myself as a fairly patient man, but this has me so angry and frustrated I just dont know what to do anymore.
I have been calling in to Rogers Customer service and other various support groups. Ultimately I want to end my contract with them and their front line CSR's refuse. My position is that I was sold a phone that is "open source and update able" That I could download any apps on the marketplace (little did I know that this was not the Google marketplace) and that the Dream and the magic were the same phone the only difference was the slide out keyboard.
Recently when relaying this to a CSR I was told that I should have done more homework and not went on the word of their sales rep. While she may be right and I should know better than to trust any sales rep it doesn't change teh fact that their sales rep lied. I was kind of willing to chalk this up to buyer beware, suck it up and move on.
Then comes the 911 issue, the one that both HTC and Rogers were aware of in Sept and their blatant disregard for the safety of their customers and those near them in need of a 911 call. They let this go on till January. Their Answer was to *force* a patch that fixes this and at the same time they say oh by the way we are dead ending your phone and that fix that we gave you, yeah that will prevent you from updating and using your phone how you want to.
I understand that rogers cant be providing updates forever, but the simple update that every other version of this hardware is running and would have fixed the 911 issues and provided for the safety of their customers. that seemed reasonable. Short of that, let us unlock the phones we use and update them ourselves. After all we are only paying for their talk and data plans. We should be able to do whatever we want with our phones.
Now comes the hilarious and tragic part of my story.
- Jan 26th I spoke with Kiera and wasn't able to get nowhere with her so I asked to speak to a manger she asked for the best time for a call back. I said anytime after 3:30 pst she said No problem a manager will call you back tomorrow after 3:30.
- Jan 27th get a call from a manager (no name) at 10am(ish)
he left a voicemail and an id. When I get home from work I call and get a recorded message saying to leave my name, # and id and a manager will return my call within 48 hours. So I do this and again emphasize to call back any time after 3:30pm pst
- Feb 1st Still no call back from rogers. I call back again and leave teh same message from above, again emphasizing any time after 3:30pm pst.
- Feb 3rd a manager calls at 1pm.
I call rogers front line support when I get home and speak to ***athree. I explain to her what happened and that I want to speak to a manager. she said there are none available and all she can do is have them call me back tomorrow. She said that she will even note it a bit later and said she put to call back after 4:30 instead "just to make sure"
- Feb 5th no call back yet.
I called back in and spoke to a number of different people. The last of which was Natasha. I went back and forth with her for a while and didnt get anywhere. So once again all she could do was have a manager call me back. Again I told her this needs to be after 3:30. (I'm sure you can guess where this is going) Natasha told me that it could take up to 72 hours.
- Feb 8th I get a call from a manager at 8am
I call rogers when I get home from work. I repeatedly ask to speak to a manager. Latoya politely tells me that there are none there. Even if I were to hold there are none there to take my call. She says that she can put me on a 4 hour call back. I told her I couldnt as I had to go out and was not going to deal with this while I was out with other people.
I ask to speak to the office of the president. She said that she cant do that and she suggests I email The OotP. She didn't have the link and told me I could find it on rogers.com.
So I emailed TOotP.
- Feb 9th (today) I get a call from a manager at 12:27 pm pst......
Is it really to much to ask to get a call back after 3:30. I thought this was a reasonable request.
I don't even know what to do. One of the support reps offered me a Sony xperia x1 for $99 and a contract renewal. I don't want a WinMo phone They retail this phone for $599. She told me that my buy out is $500 I told her "don't give me the phone just close my account" That wasn't possible.
I suggested "in that case I'll take an Iphone because my GF wants one and I would transfer my account to her, with me taking over her telus account (roughly the same length of terms and data plans). Nope any phone but an I phone. I have talked to tech support and asked to just have my dream reverted and then I would put 1.6 on it myself and stop bothering them. Nope cant and wont do that.
What the hell am I supposed to do?????
Frustrated and angry.
I have been calling in to Rogers Customer service and other various support groups. Ultimately I want to end my contract with them and their front line CSR's refuse. My position is that I was sold a phone that is "open source and update able" That I could download any apps on the marketplace (little did I know that this was not the Google marketplace) and that the Dream and the magic were the same phone the only difference was the slide out keyboard.
Recently when relaying this to a CSR I was told that I should have done more homework and not went on the word of their sales rep. While she may be right and I should know better than to trust any sales rep it doesn't change teh fact that their sales rep lied. I was kind of willing to chalk this up to buyer beware, suck it up and move on.
Then comes the 911 issue, the one that both HTC and Rogers were aware of in Sept and their blatant disregard for the safety of their customers and those near them in need of a 911 call. They let this go on till January. Their Answer was to *force* a patch that fixes this and at the same time they say oh by the way we are dead ending your phone and that fix that we gave you, yeah that will prevent you from updating and using your phone how you want to.
I understand that rogers cant be providing updates forever, but the simple update that every other version of this hardware is running and would have fixed the 911 issues and provided for the safety of their customers. that seemed reasonable. Short of that, let us unlock the phones we use and update them ourselves. After all we are only paying for their talk and data plans. We should be able to do whatever we want with our phones.
Now comes the hilarious and tragic part of my story.
- Jan 26th I spoke with Kiera and wasn't able to get nowhere with her so I asked to speak to a manger she asked for the best time for a call back. I said anytime after 3:30 pst she said No problem a manager will call you back tomorrow after 3:30.
- Jan 27th get a call from a manager (no name) at 10am(ish)
he left a voicemail and an id. When I get home from work I call and get a recorded message saying to leave my name, # and id and a manager will return my call within 48 hours. So I do this and again emphasize to call back any time after 3:30pm pst
- Feb 1st Still no call back from rogers. I call back again and leave teh same message from above, again emphasizing any time after 3:30pm pst.
- Feb 3rd a manager calls at 1pm.
I call rogers front line support when I get home and speak to ***athree. I explain to her what happened and that I want to speak to a manager. she said there are none available and all she can do is have them call me back tomorrow. She said that she will even note it a bit later and said she put to call back after 4:30 instead "just to make sure"
- Feb 5th no call back yet.
I called back in and spoke to a number of different people. The last of which was Natasha. I went back and forth with her for a while and didnt get anywhere. So once again all she could do was have a manager call me back. Again I told her this needs to be after 3:30. (I'm sure you can guess where this is going) Natasha told me that it could take up to 72 hours.
- Feb 8th I get a call from a manager at 8am
I call rogers when I get home from work. I repeatedly ask to speak to a manager. Latoya politely tells me that there are none there. Even if I were to hold there are none there to take my call. She says that she can put me on a 4 hour call back. I told her I couldnt as I had to go out and was not going to deal with this while I was out with other people.
I ask to speak to the office of the president. She said that she cant do that and she suggests I email The OotP. She didn't have the link and told me I could find it on rogers.com.
So I emailed TOotP.
- Feb 9th (today) I get a call from a manager at 12:27 pm pst......
Is it really to much to ask to get a call back after 3:30. I thought this was a reasonable request.
I don't even know what to do. One of the support reps offered me a Sony xperia x1 for $99 and a contract renewal. I don't want a WinMo phone They retail this phone for $599. She told me that my buy out is $500 I told her "don't give me the phone just close my account" That wasn't possible.
I suggested "in that case I'll take an Iphone because my GF wants one and I would transfer my account to her, with me taking over her telus account (roughly the same length of terms and data plans). Nope any phone but an I phone. I have talked to tech support and asked to just have my dream reverted and then I would put 1.6 on it myself and stop bothering them. Nope cant and wont do that.
What the hell am I supposed to do?????
Frustrated and angry.
