Rogers Replacement Policy changed??

[knowledge_6]

SOOOOO i called in just NOW and i wanted a replacement Blackberry 9800 because my call volume has dropped by a lot and i can barely hear the other line.. it happened before but it fluctuated.. this time it's just low all the time..

so i called and they said that i have to bring it to a store to send for repair!!! WHAAATTTT?????

he said that they are going back to that model and policy!

if i want a replacement i have to pay $35!!! Rogers is becoming more like bellus!! when it should be the other way around!!

[MobileMadness002]

I agree with Rogers on this one. What have you done to try and remedy the situation? Have you tried another OS to see if the issue is software related? If you want you can contact RIM directly and send it to them for repair. I hear it usually takes 2-3 weeks and they pay for the shipping. Of course if there is nothing wrong with the device they charge you for that.

Sounds like the speaker is going. Go to a cellphone repair place.. They will fix it up for you. I don't know the prices but usually they are quick about it.

[lushpupp]

Previously, if you had a smartphone they would just send you a refurbished unit of the same model at no cost. Recently, they switched it to giving you the option of sending it out for repair or doing the swap. Now, its pretty much required to send it out through repair unless you want to pay the $35 admin fee.

However, they are finally offering smartphones as loaner phones. Well, maybe not smartphone"s" as i hear its the Bold 9000 as the only loaner phone, but it beats nothing.

[knowledge_6]

Originally Posted by MobileMadness002

I agree with Rogers on this one. What have you done to try and remedy the situation? Have you tried another OS to see if the issue is software related? If you want you can contact RIM directly and send it to them for repair. I hear it usually takes 2-3 weeks and they pay for the shipping. Of course if there is nothing wrong with the device they charge you for that.

no thanks... u won't agree when ur phone dies out and u need to get it replaced... that's what warranty is for.. but don't cry when u need a replacement.

i'm not new to blackberries i know what to do to troubleshoot and i am not naive when it comes to gadgets, computers etc

[MobileMadness002]

Originally Posted by knowledge_6

no thanks... u won't agree when ur phone dies out and u need to get it replaced... that's what warranty is for.. but don't cry when u need a replacement.

i'm not new to blackberries i know what to do to troubleshoot and i am not naive when it comes to gadgets, computers etc

Say what you will, and don't tell me what I will or will not agree to, I already have. And RIM is the ones providing the warranty, not the carrier. At least now anyways.

Besides I have replacement device already so if my BB dies and need it replaced, I will just switch it out and send it in. Easy peasy....

[knowledge_6]

Originally Posted by MobileMadness002

Say what you will, and don't tell me what I will or will not agree to, I already have. And RIM is the ones providing the warranty, not the carrier. At least now anyways.

Besides I have replacement device already so if my BB dies and need it replaced, I will just switch it out and send it in. Easy peasy....

not everyone has a backup blackberry they can swap to and send their broken one in for repair..

when a replacement device is sent out u get it in a DAY! when u send ur phone out for repair it takes WEEKS

[djphotography]

I am not impressed with Rogers either on this one. I paid for a brand new 9780 in Feb. In march they forced me to swap it out for a refurb because they wouldn't admit there was a network problem in my area. First refurb replacement had a screen issue so they sent me a 2nd refurb. 2nd refurb the keyboard didn't work properly and the touchpad scrolled on its own constantly changing my characters to symbols during text/email. 3rd refurb now and the escape key sticks down and the phone freezes while typing. All phones they made me reload OS x2 on each one, change sims, reset network etc etc. Now they are telling me I have to pay a swap fee. All the while, the 3G is unusable in my area because they have (what they have now admitted to, and what I and everyone in this area has known for 6 months) a hardware issue with the towers in the area making 3G txting extremely spotty and recieving/making calls very unreliable at best (have been told this directly from tech support managers). Despite the fact they have known since Feb it is still not resolved. Their answer? Don't use 3G! Wow...thanks for the help.

Anyway.....the replacement issue. I paid for a new phone. I could understand that if it was 6 months out or something them sending me a refurb, but my first call about the network issues came 2 days after buying the phone. I resisted swapping the phone, because I knew no less than 15 people with the same issue but Rogers insisted they wouldn't pursue my complaint ticket unless I swapped the phone. I went from a new phone with no physical or hardware/software issues to a refurb in just a few weeks after purchase, and have had nothing but hardware issues with the refurbs since then, and now they want to charge me to send me another refurb? Not really good business practice for Rogers and/or RIM. I have had it with BB on this one. I wish I would have saved myself the money and kept my 8330. It was more reliable than any of the 9780's they have sent me.

[blitzpacker]

Originally Posted by knowledge_6

SOOOOO i called in just NOW and i wanted a replacement Blackberry 9800 because my call volume has dropped by a lot and i can barely hear the other line.. it happened before but it fluctuated.. this time it's just low all the time..

so i called and they said that i have to bring it to a store to send for repair!!! WHAAATTTT?????

he said that they are going back to that model and policy!

if i want a replacement i have to pay $35!!! Rogers is becoming more like bellus!! when it should be the other way around!!

I agree 100%. Maybe waiting for repairs works for people who do not rely on their phones. For us, the phones are an integral part of our business. One of our phones broke, we had a big commotion with Rogers and finally for $35.00 they sent us our replacement. It was a refurbished phone. Pulled all info to it, deleted the info from the broken phone to send back and then the real problems started. The replacement phone kept crashing and then it wiped all info. Thank goodness we had done a partial backup on our computer, but still lots of information was lost. Plus, we will not talk about all of the lost time and nerves. Rogers should be ashamed of themselves and Rim should have a better eye on their carriers. If we did business like this, we would have been out of business years ago!

[Villain79]

people didn't see this coming? can users on bell /telus/kudo/virgin call and get the phone replaced? rogers straight out replacement has been abused for years now.

you still have the option to get your phone replaced but a $35 processing change (which still isn't an option for other providers)

and for the option to send your phone out for repair instead of recieving a refurbished device is now possible... and a 9000 as a loaner for a $50 deposit

call bell or telus and ask how much the deposit is for a loaner phone when you only have that one option to send away for repair after 30 days.

plus... it's all the RIM warranty that people get refurbs after the 30 day period

[UN4GTBL]

i can't compare to the policy in the past, but i have to say that as of right now i'm not a huge fan of rogers anymore. About a month or two after i got my torch its just gone down hill steady on me, and i don't like this whole idea of having to PAY to get a replacement for a FAULTY phone.

These are business devices, what part of that allows carriers to think that we can do without them for weeks at a time?

[theKHMERboy]

i can see why rogers would change their policy or whatever but if they keep sending u bad devices 4 or more times and u are a paying customer and are on contract with them, dont u think they should be more reasonable with you specially if its a smart phone and ppl use it for work school related and communicate with friends and family and its their everyday life. if they didnt send out so much bad devices then maybe they wouldnt have this problem

[Underdogz]

Originally Posted by MobileMadness002

Besides I have replacement device already so if my BB dies and need it replaced, I will just switch it out and send it in. Easy peasy....

This is also the way I have gone.

The problem here in Canada is that there is basically zero competition. We have two carriers. The other "players" are of no real consequence.

Unlike Europe where the competition so fierce the companies are going to great lengths to retain and or steal business.

I learned from a young "kid" that is a business associate. He has a new smart phone almost every 3-6 months. I finally asked him how he does that. He buys only unlocked phones, the latest and greatest off e bay or similar sites. Uses the phone for a few months , sells it and buys the next.

As he put it so eloquently, "I'm not gonna be any Canadian Carriers *****". He won't commit to any long term contracts and if they try to give him a hard time he simply "Jumps Ship" or threatens to do so.

He always has had a "back Up" device. I decided the young fellow is onto something here.

I too now will only buy unlocked phones.

I'm not unhappy with Rogers, but boy I must admit does their "Attitude" ever change when they realize that they can't entice you to lock into a "Long Term" contract because you have zero interest in "Upgrading" your device.