I went through a similar fiasco two years ago when I was upgrading to the 7... at the time, I called their loyalty department and got them to offer me HUP price of $330 if I switched to an in-market ShareEverything plan (I was on a SE plan but it wasn't in-market). So I agreed and walked into the Rogers store where I shipped my reserved phone to. The guy at the store rang it up but the HUP showed up as $530. So I ended up calling their loyalty department again and speaking to a supervisor who pulled up the call records and confirmed that I was told the HUP price was agreed to be $330 even though I confirmed many times over the course of the call that I would be staying in the premium plan. The $330 HUP price was for the Premium+ plan. So the supervisor said she will credit me $200 for the difference so I went ahead with the HUP while keeping my SE plan on premium, but ended up getting premium+ phone subsidy.goleafsgo5 wrote: ↑Feb 13th, 2018 1:29 pmwhoa what a day with these clowns!
Trying to move into a new phone looking to move into a 7 or 7 plus from a SE. So I call them up they agree to waive my early upgrade fee for customer loyality... Great not an issue... we go to chat about phones and she said the system has stopped her however cause I get a corporate discount or 30%
Ok no worries she tells me she will document my phone convo in regards to waving the early HUP fee.
Call back this morning talk to someone in the business relations department and advise them of last nights convo guy puts me on hold... come back and I explain want to upgrade my phone not touch my plan, currently paying 160 12 gigs shared two lines after tax. He put me on hold goes and talk to someone come back and says not a an issue.
Awesome so we start talking 7 plus 32 gb for 199.99 ( I found out after its a Premium plus tab) I say ok great its that or a 7 128gb whish is less at 129.00 dollars I ask his opinion he said he has 7 and hes happy with it I make sure the very last part of our call I ask very clearly... " but upgrading this will not change my plan what so ever just walk in get my phone using my SE as trade credit and leave" he replied " yes that's correct, just call us back to apply the credits once its done" awesome!
So I go to the store settle in on the IPhone 7 128 gb guy rings it up goes ok 379.99 on a premium tab I was like that's not what I was told... I was told 129 no change to my plan, he goes nope that's incorrect for you to keep you plan the device is 379.99 back on the phone I go... wait again then get a new rep she says there is not much we can do here... I told her I want the call pulled cause I was pretty clear by my questions and prices.
She tells me its a 15 day process ! WTF!
so now I wait!
If the agent confirmed with you what the phone upgrade price was, then Rogers should honour it (by giving you a credit if necessary). If you don't get anywhere with the manager, escalate it up to the OOTP.