I'm not usually much of a ranter, but I'd like to share my Rogers iPhone experience with you kind folks - I think it will be cathartic.
I'll try to keep it short.
My contract with Rogers was set to expire right around the release of the iPhone, so by this coincidence I decided to respond to Rogers' pleas to renew my contract. After being darted around several times (told many different things about the price of the phone, my eligibility for discounts, etc.) I ended up with a nice woman at retentions who offered me a few credits that pushed me into renewing, including free call display/texts, no activation fee, and a $50 credit on the phone. Great! I went in and picked up my 8 GB phone the next day at a store. The man at the store said he was able to see all of my credits as memos in my account, but that my bill would be charged the full amount and then credited later. He wrote my credits down on my bill "just in case".
The employee that sold me the phone said I had 30 days/30 minutes use to return or exchange the phone. I specifically asked him about limits on other features (texts, data) and he said there were none. I realized very early that the 8 GB model wasn't going to be big enough for me, and that I wanted to trade for the 16 GB model within my 30 day/30 minute window. I called Rogers and was told I need to do this through the store, and that I should be careful not to use my phone because I was sitting at about 18 minutes usage. This sounded high to me, and my phone said seven minutes usage, but no biggie. For the next couple days I used the phone for texts and browsing only.
When I went to the store the man that sold me the phone (the manager) was not there. The woman who was working called Rogers to confirm that I was in my window for exchanges, and Rogers said that I was at 71 minutes usage, over my texts, and over my data. I said that none of these were possible, because I knew I was not at 71 minutes usage and I had been specifically told there were no limits on texts and data. Some time and headache later I was told by the two employees that there was nothing they could do, but I could always try coming in the next day to argue with the manager himself. Oh, and by the way, we don't have any 16 GB models in and we can't tell you when we will.
I was pissed. Rogers retentions said there was nothing they could do, but they could direct me to the regional manager to file a complaint. At this point I really just wanted a phone that I could actually use. By chance, my brother told me that he was also looking to renew his contract with Rogers, and purchase an 8 GB iPhone. We went to a different Rogers store and asked what would happen if my brother bought the 16 GB model and we simply switched SIM cards. We were told that this wouldn't work. I called Rogers and was told (back and forth) that it would and would not work. We decided to bite the bullet and just try it - voila, it works. (Well, after we went through another round of debates being told that my brother was/wasn't eligible for an upgrade, different prices, problems with authorizing his account, etc.)
So that's that. The phone is great, and I'm finished talking to Rogers - that is, until my first bill comes. It turns out that NONE of my credits that I was promised were applied. I called customer relations, and was told that no credits can be offered on the iPhone, so I must be mistaken. I asked to speak to a manager, he said they were all "in a meeting" and would call me back within two hours. Surprise surprise, no call. To bring this story to a close I called back (a few times) and finally got a nice woman in retentions who applied all of my credits within about 15 minutes, bringing my bill down some $120 (+monthly credits) without difficulty. I asked her why nobody else in her same department could do this, and she seemed as baffled as I was.
This is the abridged version of my story, so I haven't included all the details of dropped calls, getting transferred dozens of times (I've never had to say my birth date and postal code so many times), conflicting information, rude employees, etc. etc. The only issues that really
bother me are the the claim that I had used 71 minutes of talk time (I've since verified on my itemized bill that this was not true - I was under 15
), and the claim that credits "cannot be offered" on the iPhone. Rude employees, bad organization - whatever - these things happen. But these two issues were outright deceitful lies.
Oh, and by the way, I love my iPhone.
I've peered back through the forum and have seen that my issues are really unique at all. Why do we put up with this?
We wouldn't accept this from any non-telecommunications company!