The Unofficial Official Rogers Dream>Magic Hardware Upgrade Update Thread

zedius · Feb 13, 2010

I called for the upgrade Wednesday evening and had to assure the CSR that it exists. Once he double checked he was apologetic for doubting me and also very helpful. He told me it should be 3 to 5 business days from Thursday, so next Wednesday at the latest.

I took the day off from work today to clean up my house and mid afternoon my buzzer rang. It was UPS! I got really excited and lo and behold, they passed me a box with my magic in it! That's like next day delivery because I know they couldn't have shipped it Wednesday. The CSR said it was after midnight where they were.

I'm really liking it. Good luck to everyone else... if you haven't called yet you should call immediately because it sounds like they have limited quantities.

Also, I'm finding the soft keyboard much nicer for some reason. I don't really miss the slide out qwerty, and I thought I would.

samygent · Feb 13, 2010

Got mine today , had internet connection for the whole day and for some reason I just lost it , Canada Quebec here

myrogers :

We are currently experiencing problems accessing your account and therefore cannot complete your request at this time. We apologize for this inconvenience. Please try again later.

ariencrossby · Feb 14, 2010

litle_dream said:
xbrav.

i wonder though because of this. they extended his offer

They extended her offer because of two weeks of near-constant e-mail badgering and telephoning for updates, not to mention some not-so-veiled intimations of calls to the BBB and such when I ended up with a CSR who simply could not give me any information about my Magic order and admitted it. Xbrav is quite right: I got lucky with the person who responded to me. As always with Rogers, it's a crapshoot.

mvidberg · Feb 14, 2010

Got my order placed just in time. Almost missed it. There will probably be a bunch of people that will miss this short window and be extremely pissed.

cmetaphor · Feb 15, 2010

So I finally got a tracking #... but its 7 digits long? And no mention of which courrier either... Looks like i'll be calling again for clarification.

XBrav · Feb 15, 2010

cmetaphor said:
So I finally got a tracking #... but its 7 digits long? And no mention of which courrier either... Looks like i'll be calling again for clarification.

That might be the reference number through UPS. When I ordered mine, I got the 1z something-or-other number. Check UPS and search via reference to see if that helps

cmetaphor · Feb 16, 2010

Got the magic... no data still? I'm starting to realize that one month of credit for our data plans was not an act of generosity, but a realistic estimate. Ugh. Time to call another CSR.

RogersMary · Feb 16, 2010

dotster said:
However, the CSR did let it slip that she heard that Rogers was "moving away from Android". Whether this was conveyed to her as an internal communication, heard as a water cooler rumour, or if it was a mixup with the whole 911 thing, I will take it at face value and assume that Rogers will downplay the Sony X10 and avoid future Android phones.

Let me assure you all that this is not the case.

Rogers was the first Canadian carrier to market with Android, the first in North America to have two Android devices, the first in North America to have Sony and LG Android devices, and the first carrier in the world to have both Android and iPhone devices. We are Android leaders in Canada and will continue to own this space with continued growth.

It's pretty clear that we are committed to the Android experience.

Thanks!

Mary

swampangel · Feb 16, 2010

RogersMary said:
It's pretty clear that we are committed to the Android experience.

The 911 update situation has made it clear that Rogers is commited to an "Android experience" that excludes a portion of its current Android customers.

dotster · Feb 16, 2010

Yay, I got my HTC Magic today! However the letter that came with it said:

"To make things easier, this purchase has been applied to your Rogers Wireless account. You'll see the purchase price of $79.00, a $35.00 administration fee plus applicable taxes appear on your next bill."

Whaa??? Did anyone else get that in their delivery? I don't get billed until the 22nd and I will call Cust Service to followup but I hope that this is some generic letter that got printed by accident.

The little details count a lot when it comes to customer service and I'll get pretty riled up again if I'm going to have to spend time disputing an unnecessary charge on my bill.

--------

@RogersMary

I really, really appreciate everything that you've done. Not many companies understand that they need to have a customer service rep that comes to the customer. I'm not peeved at you but at Rogers the company. I will wait to see how the Android situation plays out but I definitely do not plan on buying another phone from Rogers again. Future phones of mine will be unbranded, unlocked and off-contract.

XBrav · Feb 16, 2010

dotster said:
Yay, I got my HTC Magic today! However the letter that came with it said:

"To make things easier, this purchase has been applied to your Rogers Wireless account. You'll see the purchase price of $79.00, a $35.00 administration fee plus applicable taxes appear on your next bill."

Whaa??? Did anyone else get that in their delivery? I don't get billed until the 22nd and I will call Cust Service to followup but I hope that this is some generic letter that got printed by accident.

The little details count a lot when it comes to customer service and I'll get pretty riled up again if I'm going to have to spend time disputing an unnecessary charge on my bill.

I can confirm that our letter said $0.00 and $0.00. Our bill came today with no such fees either. Call in, as it should've been free. It makes no sense.

RogersJunkie · Feb 16, 2010

My Magic Upgrade arrived today, fees of $0.00 stated in the letter contained.

dotster · Feb 16, 2010

XBrav, RogersJunkie: Thanks for the confirmation!

I did call today. CSR rep first said, "No one said you're getting it for free..." Um, NO! But then he put me on hold again and came back to tell me that I won't be billed. I better not be! I guess I'll find out in a week when I get my monthly bill...

Dizz · Feb 18, 2010

Well finally today after quite a few terrible experiences trying to deal with Rogers Care Reps, Relations Reps, Tech Reps and OoTP Reps, We finally have an HTC Magic on its way to replace this cursed Dream.

In case it will help anyone else out, I called today (Feb 18, 10) and was warm transfered to a fantastic Relations Rep "Allie" and recieved my very first pleasant customer service experience since this whole nightmare began.

She was not able to give me the free Magic due to the promo ending on 2/14, but compensated the cost with a couple months of service credits to make up the difference ($110).

It sounded like Relations has recieved instruction to do this as I did not have to even go through the whole ordeal of an explanation again with her, she was very fast to put me on hold, get it taken care of and let me get on with my day.

@RogersMary: Give that girl a raise and please hire more like her

luckyz2 · Feb 18, 2010

I went through the same on feb 17. got the Magic in exchange, and they applied 2 months service credit to offset the costs. Also note they did not restart my 3 year my commitment, they left my current contract in place.

Projector · Feb 23, 2010

@RogersMary

Is there any chance that they will extend this offer? As for myself (and I'm sure many others) not only want the Android 2.1 software, but have also have tons of problems with their HTC Dreams. When I first got mine at the end of August it would randomly turn itself off. After getting that finally resolved in October things were fine for a while. But then ever since this 911 update, my phone has been just randomly dropping service. Not visibly dropping service, but it just fails to send texts randomly requiring a soft reset. Not to mention that certain apps in the App Store no longer appear. Talked to tech support three times now, and that didn't help. I would jump at a chance to get an HTC Magic but was not informed of this offer either by email/mail/phone. I certainly hope something will be done to pacify Rogers customers (especially myself because I ended my previous MTS contract 1 year early, just so I could switch to Rogers and get an Android phone). Please, and thank you

GreatBigDog · Feb 24, 2010

Projector said:
@RogersMary

Is there any chance that they will extend this offer? As for myself (and I'm sure many others) not only want the Android 2.1 software, but have also have tons of problems with their HTC Dreams. When I first got mine at the end of August it would randomly turn itself off. After getting that finally resolved in October things were fine for a while. But then ever since this 911 update, my phone has been just randomly dropping service. Not visibly dropping service, but it just fails to send texts randomly requiring a soft reset. Not to mention that certain apps in the App Store no longer appear. Talked to tech support three times now, and that didn't help. I would jump at a chance to get an HTC Magic but was not informed of this offer either by email/mail/phone. I certainly hope something will be done to pacify Rogers customers (especially myself because I ended my previous MTS contract 1 year early, just so I could switch to Rogers and get an Android phone). Please, and thank you

If you manage to get switched to the Magic you will still have the same problems. I'm thinking that Rogers new Radio is causing these problems. Hopefully they will have them ironed out in time for the upcoming 2.1 update.

Projector · Feb 25, 2010

But that's the thing. If I do get switched to the Magic, then I have at least a chance of getting the 2.1 update. Which I think is actually confirmed. Whereas with my Dream, I am DOA with 1.5 it seems. That's the main thing. If I had known there would have been so many problems with Rogers and Android, I may have waited for the Milestone. Speaking of, anyone know if Rogers will be getting the Moto Milestone?

dotster · Feb 25, 2010

@Projector: Just call CSR and get it escalated with valid reasons on why you should get it (e.g. all the new problems). I wasn't actually eligible for the upgrade but I was so mad that I asked them to send me to the cancellation department. It was there that they are willing to make sure you're happy.

bunhead · Feb 25, 2010

*sigh* I just checked my bill online at the rogers site to make sure that everything was in order after I received my new HTC magic and sure enough my bill is HUGE! :mad:

I wish I could verify my suspicions 100% but alas the great rogers website apparently cannot find any bills associated with my account number, but that is another issue entirely and this is not the forum for complaining about the crappy rogers site. Back to the purpose of this post. It seems that rogers has charged me for my replacement Magic. *sigh* I should have known that repeated confirmation emails and phone calls would not have been enough to make sure that rogers would do what they said they had already done. Back when I agreed to the HTC magic deal I was promised repeatedly that "a note had been added to my account" and I would not be charged for the hardware I received or the hardware upgrade fee. Warning bells should have gone off in my head when everyone I talked to said that they would add the note, couldn

dotster · Feb 25, 2010

ARGH!!!!!!!!!!!!!! Yes, it's on my bill too even though I called.

RogersMary · Feb 25, 2010

bunhead said:
*sigh* I just checked my bill online at the rogers site to make sure that everything was in order after I received my new HTC magic and sure enough my bill is HUGE!

Hi Bunhead. I am sorry to hear that a billing error occured and do apologize for the inconvenience. I see you've already contacted someone in Care so I'm sure this will be taken care of.

For anyone else who is having issues such as this, I would suggest calling into Care once you receive your invoice. They should be able to help you.

Thanks,
Mary

bunhead · Feb 26, 2010

I will give rogers credit where credit is due here folks. I got a call back from my contact at tooP and her reversed the charges to my bill. I am happy that I didn't have to spend countless hours on the phone to get this sorted out, but I am still upset that I had to do anything at all. Oh well, like I said give credit where credit is due.

Projector · Feb 26, 2010

@RogersMary

Is there any news on the possibility of the promotion being extended?

SuperJuice · Mar 1, 2010

I received my HTC Magic today. The package did not contain a new Sim card.

Can I just buy a new sim card rather than replace it with the one in my HTC Dream? Just curious. Thanks.

The Unofficial Official Rogers Dream>Magic Hardware Upgrade Update Thread

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