03-26-14 06:13 PM
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  1. skstrials's Avatar
    I bought a Q10 w/ Rogers contract on March 12th Wednesday. Then, I soon found that there was a clear manufacturing defect with the keyboard (wobbly spacebar) and the screen (clicking sound on the left edge under pressure).

    The next day (March 13th), I took it back to the shop to report it as "dead on arrival". The shop employee insisted that there has been a recent change in the policy and they now have to send it back to Blackberry for them to "accept" the DOA and send a new phone out. They said that a new phone would be ready within two weeks and they lent me a Curve 9300 for me to use.

    At that point, I was a little suspicious, but it was a busy day for me and I did not think much of it.

    Then today (March 15th), I kept thinking about it and got more and more suspicious. I just called Rogers Call Center and told me about the current situation. They told me that the device had been opened for less than a day and there was clearly a manufacturer's defect, therefore I should have received a new Q10 right away in-store. I would have visited the store today and asked them why they lied to me but they are not open on weekends. The call center also told me that many Rogers sellers have been franchised out and the franchise I bought it from was called "Cellworks"

    I am very angry that they gave me a false information, (I hope not intentionally, but can't be sure). I have to use the POS 9300 Curve for another two days before I can visit that shop to get a new device. Basically, they forced me to use a loaner phone for 4 days when I already bought a Q10. I want to know what I should ask for compensation

    Basically, they tried to probably give me back my own repaired Q10 or a refurbished Q10 from Blackberry.

    Also, they told me that they would charge $100 "restocking fee" if I wanted to return my Q10 within the (14day & 30 minute call time) period. Can someone in Canada confirm if this is true?

    I know emotion is no good, but I am just really angry right now.

    Next time, do your research before you visit a shop.

    Phone sellers are all lying assholes.
    Last edited by skstrials; 03-18-14 at 01:23 AM.
    tgenore likes this.
    03-16-14 12:04 AM
  2. Pete The Penguin's Avatar
    I bought a Q10 w/ Rogers contract on March 12th Wednesday. Then, I soon found that there was a clear manufacturing defect with the keyboard (wobbly spacebar) and the screen (clicking sound on the left edge under pressure).

    The next day (March 13th), I took it back to the shop to report it as "dead on arrival". The shop employee insisted that there has been a recent change in the policy and they now have to send it back to Blackberry for them to "accept" the DOA and send a new phone out. They said that a new phone would be ready within two weeks and they lent me a Curve 9300 for me to use.

    At that point, I was a little suspicious, but it was a busy day for me and I did not think much of it.

    Then today (March 15th), I kept thinking about it and got more and more suspicious. I just called Rogers Call Center and told me about the current situation. They told me that the device had been opened for less than a day and there was clearly a manufacturer's defect, therefore I should have received a new Q10 right away in-store. I would have visited the store today and asked them why they lied to me but they are not open on weekends. The call center also told me that many Rogers sellers have been franchised out and the franchise I bought it from was called "Cellworks" (Cellworks Locations) on Burrard location.

    I am very angry that they gave me a false information, (I hope not intentionally, but can't be sure). I have to use the POS 9300 Curve for another two days before I can visit that shop to get a new device. Basically, they forced me to use a loaner phone for 4 days when I already bought a Q10. I want to know what I should ask for compensation

    Basically, they tried to probably give me back my own repaired Q10 or a refurbished Q10 from Blackberry.

    Also, they told me that they would charge $100 "restocking fee" if I wanted to return my Q10 within the (14day & 30 minute call time) period. Can someone in Canada confirm if this is true?

    I know emotion is no good, but I am just really angry right now.

    Next time, do your research before you visit a shop.

    Phone sellers are all lying assholes.
    It could be a new policy of the franchise, though usually they follow the company they're a franchise of.

    There shouldn't be a 'restocking fee' for a faulty device that's being exchanged for a new one.

    Make sure the Q10 you get is in a sealed box.
    skstrials likes this.
    03-16-14 12:09 AM
  3. skstrials's Avatar
    Yeah, Rogers themselves said that it has to be a in-store exchange for a new device for "Dead On Arrival" devices within 3 days of purchase.
    I would assume that they would have to follow Rogers rules.

    And the second question about the restocking fee was for a "non-faulty device" being exchanged.

    I will indeed make sure it is a sealed device.

    Also what happens if I want a refund instead of an exchange for a new device within the 3 day DOA period?
    03-16-14 12:13 AM
  4. Pete The Penguin's Avatar
    Yeah, Rogers themselves said that it has to be a in-store exchange for a new device for "Dead On Arrival" devices within 3 days of purchase.
    I would assume that they would have to follow Rogers rules.

    And the second question about the restocking fee was for a "non-faulty device" being exchanged.

    I will indeed make sure it is a sealed device.

    Also what happens if I want a refund instead of an exchange for a new device within the 3 day DOA period?
    What's the "non-faulty device"? The loaner?
    They can't charge a restocking fee as they offered you a complimentary device.

    You'll find your over the 3 day period, according to your posts, it's been 4 days since you took in your DOA Q10 (I'm not a lawyer, you may want to consult one).
    03-16-14 01:25 AM
  5. skstrials's Avatar
    Rogers was saying that they should have never given me the loaner device in the first place.

    So the whole 3 day DOA thing does not matter now because they are the ones that broke the rule first.
    03-16-14 01:42 AM
  6. Pete The Penguin's Avatar
    Rogers was saying that they should have never given me the loaner device in the first place.

    So the whole 3 day DOA thing does not matter now because they are the ones that broke the rule first.
    When my Q10 had to go in for a check-up, BlackBerry gave me a loaner. It's courtesy.

    You Q10 has still been gone for 4 days, so I wouldn't hold out for a refund.

    Again, you may want to consult a lawyer.
    03-16-14 01:51 AM
  7. skstrials's Avatar
    I will update once I go to the shop on Monday.

    I will also be recording the phone call with Rogers call center telling me that I need to get a new phone in-store straight away and bring my laptop to the shop to play it if I need to.
    03-16-14 02:05 AM
  8. Andy_bb_king's Avatar
    Sorry for your experience but take it easy ! Anger will only hurt yourself. As long as you have a phone you are satisfied, it should be good.

    Posted via CB10
    03-16-14 08:21 AM
  9. crackbrry fan's Avatar
    They HAVE to give you a full refund, there is buyers remorse, 14 days cool off period if you ask them to exchange or refund they have to honor your request, it's the law,no re stocking fee crap please. What I think they did is possibly given you a broken device knowing it to be broken to obtain a new one from BlackBerry as they are now replacing defective devices more readily now. Call the manager in let him / her know you feel cheated, the time frame you indicated was same day they MUST give a a replacement right away. If you can't get answers call your provider and ask to be transfered to their resolution Dept. Let them know what's transpired and that you are considering leaving. Which personally I think you should do as Rogers suck.


    Posted via CB10
    03-16-14 10:03 AM
  10. BlackBerry Guy's Avatar
    Con might be a bit strong to describe this situation. I think likely you were just dealing with a new/inexperienced rep who wasn't familiar with the difference between a warranty repair vs DOA. When you go back to the dealer, I would ask them to call their dealer support line to confirm everything Rogers told you, and get a new device on the spot. As far as compensation, perhaps they will see fit to give a you couple of accessories for the Q10.
    03-16-14 10:53 AM
  11. skstrials's Avatar
    Okay, I am a bit calmer now. Haha

    One thing I learned from this is that you should never buy your phone from a franchised out store.

    Just call your provider and buy your phone through the phone or the website.

    And I just checked the contract I paper I received with Cellworks Rogers store.
    - They charge $100 fee for all $0.00 2 year contract phones within the 15day remorse period.
    - The "Dead On Arrival" is only for the exchange to a new device, not a refund.

    So I am just going to ask for a new device right away tomorrow, and hopefully, it is trouble free, so I hopefully will not have to bother with the whole remorse period and restocking fee. (I originally thought about ditching that store completely and buying from Rogers themselves, but for $100, I might as well try the 2nd new Q10 and pay the $100 to refund if I have to).

    And I have to blame Blackberry for their quality control of course. I have been using phones for a looong time, and I never had to bother with the whole returning or some warranty. I just bought it once and it worked.

    Especially Nokias, their hardware is bulletproof
    medic_28 likes this.
    03-16-14 06:45 PM
  12. skstrials's Avatar
    Bingo: Do You Know Your Rights as a Wireless Consumer?

    "to cancel your contract and return your phone at no cost, within 15 days and specific usage limits, if you are unhappy with your service"
    03-16-14 07:50 PM
  13. skstrials's Avatar
    Okay just an update:

    I did go back to the store and they are still saying that Blackberry has to "approve" that it is a DOA and once Blackberry does that the store can give me a new device right away.
    They said they would call me back by tomorrow and let me know what BB says.

    I got frustrated and I just asked for a refund, and the store tells me that returning within the 15 day 30 minute air time period costs $100 restocking fee. I showed them the Canadian Radio-television and Telecommunications Commission (CRTC) "Do you know your rights?" page I printed out.
    Afterwards, which they told me they would contact their lawyer and that there must be some "clause" attached to the document.

    Then, I went to a legitimate Rogers store run by Rogers themselves not some third party company. And of course, the Rogers store tells me that they would replace the device right away without sending it anywhere.

    Attachment 256019
    This is the picture of the contract. The whole "restocking fee" thing is illegal.

    This is the CRTC page if anyone is interested.
    Pretty sure Vancouver Rogers "Cellworks" store tried to con me.-crtc.png
    Do You Know Your Rights as a Wireless Consumer?
    The CRTC Wireless Code | CRTC


    At this point, I will have to hear what they have to say tomorrow. If they give me a brand new device with no defect, I could potentially be fine, and I won't have to refund my device as I wanted the Q10 device itself.
    If they give me some refurbished device or thinks of some other excuse. I will have to talk to CRTC themselves and figure out a solution that way.

    The moral of the story is: Stay away from franchised out phone stores. Stick with big stores that are actually run by the phone provider themselves. In this case, Cellworks thing was a franchised out store.

    So yes, it seems that they did try to con me.

    I bought my last phone from one of these "external" retailers and I was fine as my old phone did not have any issues and I did not have to visit that store ever again, but when your phone does run into problems, you do not want to deal with the third party retailers.
    Attached Thumbnails Pretty sure Vancouver Rogers "Cellworks" store tried to con me.-cellworks-contract.jpg  
    Last edited by skstrials; 03-17-14 at 11:14 PM.
    03-17-14 10:22 PM
  14. crackbrry fan's Avatar
    Okay just an update:

    I did go back to the store and they are still saying that Blackberry has to "approve" that it is a DOA and once Blackberry does that the store can give me a new device right away.
    They said they would call me back by tomorrow and let me know what BB says.

    I got frustrated and I just asked for a refund, and the store tells me that returning within the 15 day 30 minute air time period costs $100 restocking fee. I showed them the Canadian Radio-television and Telecommunications Commission (CRTC) "Do you know your rights?" page I printed out.
    Afterwards, which they told me they would contact their lawyer and that there must be some "clause" attached to the document.

    Then, I went to a legitimate Rogers store run by Rogers themselves not some third party company. And of course, the Rogers store tells me that they would replace the device right away without sending it anywhere.

    This is the picture of the contract. The whole "restocking fee" thing is illegal.

    This is the CRTC page if anyone is interested.

    Do You Know Your Rights as a Wireless Consumer?
    The CRTC Wireless Code | CRTC


    At this point, I will have to hear what they have to say tomorrow. If they give me a brand new device with no defect, I could potentially be fine, and I won't have to refund my device as I wanted the Q10 device itself.
    If they give me some refurbished device or thinks of some other excuse. I will have to talk to CRTC themselves and figure out a solution that way.

    The moral of the story is: Stay away from franchised out phone stores. Stick with big stores that are actually run by the phone provider themselves. In this case, Cellworks thing was a franchised out store.

    So yes, it seems that they did try to con me.

    I bought my last phone from one of these "external" retailers and I was fine as my old phone did not have any issues and I did not have to visit that store ever again, but when your phone does run into problems, you do not want to deal with the third party retailers.
    I told you it was illegal. Their lawyers crap is just that crap, contact the CRTC as you said you will and also contact your service provider to let them know what that store is doing. You should have stood your ground today, either they give you a FULL refund or replace the unit with a NEW one. Please don't allow them to intimidate you. There is NO "clause" to the Law. Stand your ground and Demand your rights.

    Posted via CB10
    Last edited by crackbrry fan; 03-17-14 at 11:12 PM.
    skstrials and drjames05 like this.
    03-17-14 10:41 PM
  15. skstrials's Avatar
    Thanks for the reply.

    And I will push through with the full refund, if they do not give me a new device tomorrow.

    If they have a lawyer involved, I will get mind ready as well.

    But I don't have any reason to ask for a refund if they give me a proper new Q10 tomorrow.

    I did talk to Rogers, but they told me to fix with the store itself.
    I sent a mail to response@ccts-cprst.ca (CRTC's mail account) already yesterday and today to hopefully prosecute the store, I haven't heard back from them.

    If they force me to ask for a refund by not giving me new device tomorrow, I will just have to call CRTC myself.

    They know I will ask for a refund, if they won't get me a new device.

    Ideally, they would get me a new device --> that device would be problem free --> And I won't have to see the dealer again.

    IF a second new device turns out to be defective right out of the box, I will just have to ask for a refund as well, but I am willing to give them one more day.

    By the way, this thread is now on the first page if you google "Cellworks Rogers". Lol
    https://www.google.ca/search?q=cellw...HABg&gws_rd=cr
    Last edited by skstrials; 03-17-14 at 11:00 PM.
    03-17-14 10:47 PM
  16. crackbrry fan's Avatar
    Thanks for the reply.

    And I will push through with the full refund, if they do not give me a new device tomorrow.

    If they have a lawyer involved, I will get mind ready as well.

    But I don't have any reason to ask for a refund if they give me a proper new Q10 tomorrow.

    I did talk to Rogers, but they told me to fix with the store itself.
    I sent a mail to response@ccts-cprst.ca (CRTC's mail account) already yesterday and today to hopefully prosecute the store, I haven't heard back from them.

    If they force me to ask for a refund by not giving me new device tomorrow, I will just have to call CRTC myself.

    They know I will ask for a refund, if they won't get me a new device.

    Ideally, they would get me a new device --> that device would be problem free --> And I won't have to see the dealer again.

    IF a second new device turns out to be defective right out of the box, I will just have to ask for a refund as well, but I am willing to give them one more day.
    OK, however Rogers authorized them to sell devices I am assuming you bought the device to use on their net work they should be able to intercede on your behalf to ensure that they are treating you fairly. Again don't let them walk over you. Their choices are easy 1.full refund or 2.new replacement there and then. Good Luck.

    Posted via CB10
    03-17-14 11:02 PM
  17. lengend's Avatar
    Also make a complaint to the BBB (Better Business Bureau). I would never have let them even give me a loaner device. It's full blown exchange within the 14 days or 30 minutes.

    Posted via CB10
    skstrials likes this.
    03-17-14 11:05 PM
  18. skstrials's Avatar
    Okay thanks for the advices

    Also, Crackberry fan, would you be possible for you to erase the pictures on your quotes? I forgot to erase my number there and I just editted my original picture. Cheers!

    I will keep updating this thread as it happens.

    I will also be bringing the full 10 page Wirelesscode with me next time I go.
    03-17-14 11:10 PM
  19. crackbrry fan's Avatar
    Okay thanks for the advices

    Also, Crackberry fan, would you be possible for you to erase the pictures on your quotes? I forgot to erase my number there and I just editted my original picture. Cheers!

    I will keep updating this thread as it happens.

    I will also be bringing the full 10 page Wirelesscode with me next time I go.
    No worries I have cleaned it up but I think you missed one just above my first response there to you tonight. Cheers.

    Posted via CB10
    skstrials likes this.
    03-17-14 11:15 PM
  20. ALToronto's Avatar
    There is someone at Rogers in charge of dealing with franchisees. Find out who that is and file a clearly written, non-angry complaint. Remind this person that it is Rogers' responsibility to ensure that their franchises operate to Rogers standards. Outline all the time you have wasted when the original problem should have been resolved on the spot. Ask for some compensation on your monthly fees - you should be able to negotiate a 20-30% discount for a few months.

    The runaround you got is completely unacceptable.

    Posted via CB10
    03-18-14 07:39 AM
  21. skstrials's Avatar
    Okay, just filed a formal complaint with CRTC.

    And I just talked to Rogers business care, and they are maintaining that since the store I bought it from is independent, they can't intervene. I will just be contacting the President Office with Rogers tomorrow. https://www.rogers.com/business/ss/s...nJG!1347601589
    03-18-14 11:50 AM
  22. highoctane74's Avatar
    I bought a torch 9800 from one of those stores a few years ago. It wouldn't work. After arguing with the kids there, I stood at their counter in the mall making calls for all their customers to hear. In 10 minutes the owner was there, opened a new phone, told me to pick a case and gave me his business card if I had any other problems. I wasn't rude about it, but I made sure I was just loud enough to let people hear I was filing a complaint about them because they knowingly sold me a phone that didn't work and wouldn't exchange it.

    One of the employees phoned him saying I was calling to report their store. I never had time to file a complaint with anyone. Judging by the response I got they had had this problem before. Problem with those shops is they sell all phones for the bigger carriers and don't know how to do anything except hook up your phone.

    I only deal with rogers themselves now. You have to stand up for yourself and not take no for an answer. They always tell you that you can't have what you are looking for, I make them phone a rep and it usually gets worked out quickly. Good luck!

    Posted via CB10
    skstrials likes this.
    03-18-14 12:23 PM
  23. skstrials's Avatar
    The store just called me that I can pick up my new Q10 is ready for pick up tomorrow.

    Here is what I want to ask Crackberry

    Should I just get the new Q10 and drop the refund refund thing if it is fine?

    OR

    Do I refuse the new phone and keep on with the refund?

    Of course, I would be happy if I got a new phone and it had no issues, but from what I have seen on here and from what I have experienced myself on my first Q10, Blackberry Quality Control is not exactly doing well these days. I am thinking that I might have to return the second device again, and it would be a pain in the **** to get it replaced again with this store.

    Or do I take the new device tomorrow, use it if it is issue free, or ask for the refund then IF it has an issue?
    03-18-14 07:55 PM
  24. highoctane74's Avatar
    I've had my Q10 since last May and no issues. It's been dropped, wet and gets used all day 5 days a week. My opinion, Personally if I could get a refund I would take it and head to a providers store. I just picked up a Z30, but there is no way I will give up my Q, love that phone.

    Posted via CB10
    skstrials likes this.
    03-18-14 08:51 PM
  25. crackbrry fan's Avatar
    The store just called me that I can pick up my new Q10 is ready for pick up tomorrow.

    Here is what I want to ask Crackberry

    Should I just get the new Q10 and drop the refund refund thing if it is fine?

    OR

    Do I refuse the new phone and keep on with the refund?

    Of course, I would be happy if I got a new phone and it had no issues, but from what I have seen on here and from what I have experienced myself on my first Q10, Blackberry Quality Control is not exactly doing well these days. I am thinking that I might have to return the second device again, and it would be a pain in the **** to get it replaced again with this store.

    Or do I take the new device tomorrow, use it if it is issue free, or ask for the refund then IF it has an issue?
    Good for you. I suggest you open it in store and verify that it's working properly before leaving. I'm certain that you will not have any issue with the device, however I could understand the distaste that's left in your mouth so to speak with their attitude. BlackBerry Quality isn't a problem for me I carry the Z line phones and can't say that there have been quality issues. I am also sure they sold you a defective device in the first place. It's entirely up to you at this point they should also give you some compensation in the form of a case or some accessory for your troubles but they aren't compelled to do so. If I was in your position and I really want the phone I will just ensure then and there that it's up to scratch before leaving the store. If not and you feel that you want your refund go ahead and ask for it. They Cannot deduct anything from you, just remember that.

    Posted via CB10
    Last edited by crackbrry fan; 03-19-14 at 07:26 AM.
    03-18-14 08:52 PM
50 12

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