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# 1
02-09-2011, 12:32 PM
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 | CrackBerry Newbie Device(s): Bold 9780 Carrier: Rogers | | Join Date: Apr 2009 Posts: 2 Likes Received: 0
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 2 Shipping Confirmations, No Tracking #
Please keep in mind I'm leaving for vacation on Saturday in the early morning (I live in Vancouver)...
Monday morning I get the white App Error 606 on my 9780 (purchased in November 2010), I battery pulled a few times, the screen would always load back to the white App Error 606 after loading the initial blackberry screen. I head to the Rogers Store a few hours later, right before work and the salesperson said I needed to reinstall the OS.
That night, after 2 calls to Rogers Blackberry support trying to reinstall the OS through desktop software and manually trying by looking in App Loader, my phone doesn't connect so I use Online Live Support. The guy says that he will send me a replacement phone and right after the conversation ends, within 10 minutes I receive a confirmation number in an email, saying that I'll receive tracking info soon.
Tuesday evening @ 8pm Pacific time, I still haven't received an email for tracking number. I'm antsy by this time I know if I don't get it shipped out tomorrow I probably won't get my phone in time for the weekend. I call customer support and he says there's not much he can do, he has an "internal" Rogers number but that's pretty much it I have to wait for the shipping dept to send it out. He can't even verify the order number I have infront of me to the "internal" Rogers number on his screen. He says there's no way of checking that out.
Wednesday morning @ 7am Pacific time, I receive ANOTHER shipping confirmation number, different from the first, but still no tracking number. I call support again and I ask why I've received 2 confirmation numbers but still no tracking number. They can't answer that, I have one actual pending order. In fact they can't even compare which confirmation number is the one that has so far been "accepted and processed"- again, there is "no way" for the reps to confirm the order confirmation numbers sent to me by email. I then call the Rogers tracking department and the rep there basically says that there is one order that is processing, they're waiting for UPS to give them a tracking number. She says to wait another 24 hours to receive tracking information. She cannot verify the order number, why give a customer a confirmation number when they can do NOTHING with it to track the status of their phone? I asked if there is such thing as express shipping, if she can do anything for me... nope, nothing but wait. She gives me the UPS phone # and tells me to use my "order confirmation number" to ask them to make sure I get it in time. I don't even bother, I know UPS will have a hard time tracking down my package- how do I know which order number to tell them, do I give them the "internal" Rogers number?
Instead, I looked up my phone number as reference on the UPS tracking website, viola I get a tracking number. The message on the site says "A label for this shipment has been created, but UPS does not yet have possession of this shipment. Once we receive the shipment, the tracking status will be updated." At least I know UPS has received SOMETHING from Rogers.
By this time, I'm extremely frustrated. Did the first order confirmation disappear and the rep on Tuesday night just re-submitted the order and the 2nd confirmation number is the actual right one?? In other words, I might have lost a full day of shipping time which is crucial in getting my phone to me on Friday. Yes, I know the shipping times are 3-7 business days but I expect the product to be shipped at least the next day if they are in stock. I've order from numerous online websites and they have always at least processed and shipped out their product by the next business day- it's just transit time that days long.
How long has it taken for you to receive your replacement phone? What can I do at this point except sit and wait? I've already paid for a US data roaming plan and extra US voice minutes package in anticipation of my trip. If I don't receive my new phone by Friday (in 2 days), I will have to resort to using my old school BB Pearl 8120. I'd rather not have to re-add people manually, and then add them AGAIN when I receive my new 9780.
Help? Suggestions? Tips? Any advice would be greatly appreciated.
Update: Called UPS. The tracking number given on the UPS website is only for shipment by myself to Rogers in the future. There is still no tracking info for the new phone that Rogers is supposed to send me. WTF?
Last edited by 2xdivine; 02-09-2011 at 12:54 PM.
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