A Vancouver resident says she hit a snag after ordering a new smartphone from Rogers that never arrived. “Rogers was a beast,” Renee Ron said.
In May, the longtime client says she agreed rogers’ offer to upgrade her smartphone. Ron says the phone was scheduled to arrive via courier in a few days at her home. Before the delivery, Ron says she gave strict instructions to deliver the package to the janitor’s desk in her building.
On the day Ron’s phone was scheduled for delivery, she received an email from FedEx with tracking information. “I tracked it down. Finally, it said it had arrived,” Ron recalled.
However, when Ron arrived at the concierge’s desk, there was no sign of her phone. The concierge confirmed that they never received a package from FedEx.
Ron filed a police report. “I filed a police report because I was on the phone with Rogers for hours. I was getting nowhere. They insisted that the phone had been turned in and that this was not a case of fraud,” she said.
The situation became even more troubling when she contacted FedEx and said the courier company claimed to have signed for the phone. “I asked FedEx, can you tell me exactly where this package was delivered and my signature? And they said I have no information,” said Ron Consumer Affairs.
Ron says Vancouver police helped him get the signature, confirming it wasn’t hers.
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However, Ron says FedEx considered her case closed. Rogers, she says, wasn’t much help either and sent her a bill with extra charges for a phone she never received. As a Rogers customer for nearly 40 years, Ron says he expected better. “I want to ask Rogers, where is your loyalty to your customers?” Ron said.
FedEx did not respond to requests for comment from Consumer Affairs, but Rogers provided the following statement:
“We understand this has been a frustrating experience for our customer. Our records show that the device was not activated or used, and we are working with the customer to resolve the issue. We are also working with the delivery company to ensure such delivery errors do not occur.”
The telecom giant adding GPS location to the delivery confirmation was likely a mistaken delivery to a nearby building. Rogers gave Ron a new phone and a two-month account loan. “I don’t know why it has to be this way, but if it wasn’t for you and Consumer Affairs, this wouldn’t have been solved at all,” said Ron.
According to the latest mid-year report of the Canadian Telecommunications Complaints Commission (CCTS) – Rogers had the highest number of complaints during the reporting period. “Rogers was at the top of the list for complaints in our last mid-year report. They are up 95 percent from our last mid-year report. They make up about 34 percent of all the complaints we receive,” said Josée Bidal Thibault, CCTS Commissioner and CEO.
Consumers struggling to resolve disputes with a service provider can contact CCTS for free.
“We’re able to help with things like billing disputes, contractual disputes, service delivery disputes,” Bidal Thibault added.
The watchdog says most complaints it receives are resolved, and often within 20 days. If this does not happen, CCTS has the authority to investigate and hold service providers accountable.
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