Rogers Rep vs Store Dealer's Word

[PsYKoo2003]

Can a knowledgable person clearify something for me, please? To make a long story short, I signed up for Rogers in a store and was told that I will have 6 months unlimited calling because I was a Fido convert. However, on the file that Rogers Reps see, my unlimited calling was only for 3 months. After many calls, the store manager said fixed the problem by contacting a "dealer manager" to give me an additional 3 months unlimited calling. However, to confirm, I called Rogers #, and the rep told me it was for three months and that it is over already. I called the Rogers store back and they told me that it's normal for those "lower reps" to not see the changes made to my file by the "dealer manager".

My question is whether it is possible for that to be true? As in whether the additional 3 months of unlimited calling cannot be seen from the Rogers rep's screen.

Thank you.

[Cretino_Popov]

Originally posted by PsYKoo2003
Can a knowledgable person clearify something for me, please? To make a long story short, I signed up for Rogers in a store and was told that I will have 6 months unlimited calling because I was a Fido convert. However, on the file that Rogers Reps see, my unlimited calling was only for 3 months. After many calls, the store manager said fixed the problem by contacting a "dealer manager" to give me an additional 3 months unlimited calling. However, to confirm, I called Rogers #, and the rep told me it was for three months and that it is over already. I called the Rogers store back and they told me that it's normal for those "lower reps" to not see the changes made to my file by the "dealer manager".

My question is whether it is possible for that to be true? As in whether the additional 3 months of unlimited calling cannot be seen from the Rogers rep's screen.

Thank you.

no, all the reps use the same system. just some of them don't know how. if you were told this matter was escalated to a ''dealer manager'' or DSM, then this matter should have been resolved.

[Silverlock]

If The CSC says it's only 3 months, it's 3 months. They'll be able to see if the promotion period had been extended.

[Snickerdo]

I had an issue where a dealer told me one thing that turned out not to be true, and Customer Service would do nothing for me. If it turns out that you're paying for the airtime, I'd get in touch with someone in retention and see what they can do *shrug*

[RO]

Wirelessly posted (Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.0; .NET CLR 1.0.3705) UP.Link/1.1)

Depends how they're applying the unlimited they might just be manually crediting your account for overage in which case the csr won't see that.

[PsYKoo2003]

Thanks for the replies guys. Have anyone dealt with Am Call? That is the store I got my Rogers contract with. Can I trust them?

[anotheran]

Originally posted by PsYKoo2003
Thanks for the replies guys. Have anyone dealt with Am Call? That is the store I got my Rogers contract with. Can I trust them?

From my experience, they stretch the truth. I was told some phone x was free. Then I sign some stuff (contracts) and find out it's $75 (yeah I was a n00b back then... a bit less n00b now). They said I would be credited back $75 after sending in some rebate form. The rebate form didn't even list phone x. Turns out I only got back $50. And since I got 2 phone x, I lost $50. But i didn't want to bother trying to go for it since they gave me free car chargers and plastic hoisters.

[HowEver]

Originally posted by PsYKoo2003
Thanks for the replies guys. Have anyone dealt with Am Call? That is the store I got my Rogers contract with. Can I trust them?

This information explains everything. Go *anywhere* else (next time, I guess). Even better, do some reading in this forum and then decide where to go.

[icq2000b]

Originally posted by PsYKoo2003
Thanks for the replies guys. Have anyone dealt with Am Call? That is the store I got my Rogers contract with. Can I trust them?

Several people on this board would say that AmCall has rather... repugnant customer service.

[miliman]

Originally posted by PsYKoo2003
Can a knowledgable person clearify something for me, please? To make a long story short, I signed up for Rogers in a store and was told that I will have 6 months unlimited calling because I was a Fido convert. However, on the file that Rogers Reps see, my unlimited calling was only for 3 months. After many calls, the store manager said fixed the problem by contacting a "dealer manager" to give me an additional 3 months unlimited calling. However, to confirm, I called Rogers #, and the rep told me it was for three months and that it is over already. I called the Rogers store back and they told me that it's normal for those "lower reps" to not see the changes made to my file by the "dealer manager".

My question is whether it is possible for that to be true? As in whether the additional 3 months of unlimited calling cannot be seen from the Rogers rep's screen.

Thank you.

it all depends on when you signed up. the fido conversion ended a while ago but during the time that it was on, rogers was offering only 3 months. since they ended the program and the 4ht quarter promotions started, they were giving 6 mos. when did you activate?