How to escalate complaint with Rogers
I know I'm going to get asked, so I'll explain my issue.
My Captivate hasn't worked since I upgraded to Android 2.2 (it works, but not properly, very glitchy, slow, freezes, etc, etc). I also have problems getting service in areas where I know there is a strong signal. I called Rogers and they had me send in my phone so they could repair it. That sucked as I had a non-smart phone for a few weeks, but whatever. When I got my phone back, nothing was different. They claimed to have "repaired several minor components." I honestly believe nothing was done, but who knows, I could be wrong. Either way, it still doesn't work properly. I called back, and had to send it in again. It came back and yet again doesn't work.
So I called in and demanded a new Captivate or iPhone 4 rather than have mine "repaired." They eventually agreed to send me a Captivate, but told me they would charge me $35. Despite my complaints, they said it's impossible to waive the $35 fee. The tech support lady also told me there is a known glitch with Android 2.2 on the Captivate. So they told me they would send me a Captivate with Android 2.1 and when I received it, I need to send my old phone back.
I received the new phone and it has Android 2.2 as well. Not surprisingly, they lied. I decided to try it out though hoping it worked normally. As it turns out, this new phone is defective. when I plugged my SIM card in, I can't receive cell or data service at all no matter where I am. I did all the trouble shooting with them on the phone and they said they needed to replace it with yet another one. The biggest kick in the nuts is when they told me I would be billed for yet another $35. Despite my escalating my complaints, I got nowhere.
That is all on top of being transferred from department to department, getting hung up on, and one CSR even told me she was going to escalate my call to a level 2 tech, and she ended up transferring me to Samsung and then she got off the line. I couldn't believe she did that. Samsung couldn't help me obviously as it's a Rogers issue.
Anyway, that's the situation. I'm very frustrated with Rogers right now.