Bad News: Rogers Return Policy Now 15 Days

Dare I even say it…I think we are up to number 8 now (1, 2, 3, 4, 5, 6, 7) in the pain Rogers Wireless is delivering to their customers.rogers-iphone3

Effective July 19, 2009, Rogers Wireless will be decreasing their Buyers Preference and Buyers Remorse policies from 30 days to 15 days and decreasing their Activation in Error policy from 30 days to 5 days 15 days (Rogers updated this on July 10, 2009). This policy will affect all new activation/upgrade customers on July 19, 2009 and onward.

Note that the policy updates only affect customers that purchased hardware or sign up for Rogers service on or after July 19, 2009. Anyone making any purchases before that date still fall under the previous policies.

But first, lets explain what these policies are.

Buyers Preference – Old Policy

Buyers Preference is a device exchange policy.

When you want to exchange your Rogers Wireless device, you are not able to just simply walk in and exchange it. This is where the Buyers Preference policy comes in.

Under the old Buyers Preference policy, a customer had 30 days or 30 minutes of talk time on the device to return the device and swap it out for another device. For example, let’s say you did not like the color or just wanted a totally different device or something mechanically failed in the device, as long as you were within the 30 days/30 minutes rule, Buyers Preference is used.

If you exceed 30 days, you are stuck with your device without any chance of exchange. If you exceed 30 minutes of talk time on the device you are stuck with your device without any chance of exchange. In other words, whichever comes first, 30 days or 30 minutes of talk time on the device. If you do not exceed either, then you may continue with the exchange.

Buyers Preference – New Policy

The new Buyers Preference Policy takes the old 30 days and makes it 15 days. The 30 minute rule stays the same.

If you exceed 15 days, you are stuck with your device without any chance of exchange. If you exceed 30 minutes of talk time on the device you are stuck with your device without any chance of exchange. In other words, whichever comes first, 15 days or 30 minutes of talk time on the device. If you do not exceed either, then you may continue with the exchange.

So now you have even less time to make your decision on whether you want to exchange the device, especially if something goes wrong with it.

Buyers Remorse – Old Policy

Buyers Remorse is a return policy.

When you want to return your Rogers Wireless device, you are not able to just simply walk in and return it. This is where the Buyers Remorse policy comes in.

Under the old Buyers Remorse policy, a customer had 30 days or 30 minutes of talk time on the device to return the device and just cancel everything. For example, let’s say you did not like the device or did not want to be with Rogers anymore, as long as you were within the 30 days/30 minutes rule, Buyers Remorse is used and your contract is ended with no cancellation fees of any kind. Rogers obviously does keep the device.

If you exceed 30 days, you are stuck with your device without any chance of return. If you exceed 30 minutes of talk time on the device you are stuck with your device without any chance of return. In other words, whichever comes first, 30 days or 30 minutes of talk time on the device. If you do not exceed either, then you may continue with the return.

Buyers Remorse – New Policy

The new Buyers Remorse Policy takes the old 30 days and makes it 15 days. The 30 minute rule stays the same.

If you exceed 15 days, you are stuck with your device without any chance of return. If you exceed 30 minutes of talk time on the device you are stuck with your device without any chance of return. In other words, whichever comes first, 15 days or 30 minutes of talk time on the device. If you do not exceed either, then you may continue with the return.

So now you have even less time to make your decision on whether you want to stay with Rogers or not.

Activation in Error – Old Policy

Activation in Error is a type of cancellation policy. It is used very rarely, but as all policies, do have a function eventually.

The Activation in Error policy is used if for example someone that is registered on your account (a loved one or friend) started up a new contract without your permission or that Rogers accidentally adds a contracted plan to your account by mistake while you are speaking to them about what ever. In these scenarios, among others, the Activation in Error policy is used.

If you exceed 30 days, you are stuck with your contract without any chance of reversal. If you do not exceed the 30 days, then you may continue with the reversal.

Activation in Error – New Policy

The new Activation in Error policy takes the old 30 days and makes it 5 days 15 days.

If you exceed 5 days 15 days, you are stuck with your contract without any chance of reversal. If you do not exceed the 5 days 15 days, then you may continue with the reversal.

So now you have even less time to fix mistakes that can and do happen.

———-

I wonder if I will see a number 9 in the Rogers pain delivery to the customers.

Reports on iPhone news, reviews apps and accessories. Also an armed ninja with an iPhone 4S.

  • TK

    kind of makes sense to shorten all of these..
    why purchase new handsets from apple for the zillion+ people on a waiting list when then can simply send out a phone again that had been recently returned.

  • TK

    kind of makes sense to shorten all of these..
    why purchase new handsets from apple for the zillion+ people on a waiting list when then can simply send out a phone again that had been recently returned.

  • ML

    Fido has the same policy now. They announce it to everyone who purchases a phone. I returned my 16GB 3GS in exchange for 32GB within 4 days after purchase and had no problems with them accepting it. 30 minutes “talk time” is kind of irrelevant since you can always restore your phone and it will show “0” minutes.

  • ML

    Fido has the same policy now. They announce it to everyone who purchases a phone. I returned my 16GB 3GS in exchange for 32GB within 4 days after purchase and had no problems with them accepting it. 30 minutes “talk time” is kind of irrelevant since you can always restore your phone and it will show “0” minutes.

  • X1Zero

    No, it is tracked by SIM card, so the usuage can easily be seen.

  • X1Zero

    No, it is tracked by SIM card, so the usuage can easily be seen.

  • Guest

    Rogers just loves to piss of there customers! What’s new. Lol

  • Dusty

    Rogers just loves to piss of there customers! What’s new. Lol

  • I think the 30 mins talk time gets people more than anything. Do not use your iPhone to call Customer Service as it’s a guarantee you’ll use more than 30 mins!

  • I think the 30 mins talk time gets people more than anything. Do not use your iPhone to call Customer Service as it’s a guarantee you’ll use more than 30 mins!

  • Ted is laughing

    To me the stupidest change is the “Activation in Error” – this policy is here to protect people from Roger’s stupid mistakes (versus the first two that protect you from your own stupid mistake) — If something is added to your account without you knowing it how on earth are you going to notify them in 5 days … it should be 5 days after you next bill because that is when 99% of people will actually notice something is different

  • Ted is laughing

    To me the stupidest change is the “Activation in Error” – this policy is here to protect people from Roger’s stupid mistakes (versus the first two that protect you from your own stupid mistake) — If something is added to your account without you knowing it how on earth are you going to notify them in 5 days … it should be 5 days after you next bill because that is when 99% of people will actually notice something is different

  • Nick

    wow… The 15 days is fine with me but the 5 day one is BS

    this directly contradicts their new approach to customer service and their focus on customer satisfaction that some Big Rogers Rep (CEO) was spouting a couple of weeks ago..

    Bad move Rogers… BAD move…

  • Nick

    wow… The 15 days is fine with me but the 5 day one is BS

    this directly contradicts their new approach to customer service and their focus on customer satisfaction that some Big Rogers Rep (CEO) was spouting a couple of weeks ago..

    Bad move Rogers… BAD move…

  • TK

    lesson learned – everyone use “skype” until you know you want to keep your new handset πŸ˜‰

    regarding customers getting frustrated at every turn by Rogers- How many people here are likely considering paying the $500 cancellation fee upon Telus or Bell unleashing GSM?

  • TK

    lesson learned – everyone use “skype” until you know you want to keep your new handset πŸ˜‰

    regarding customers getting frustrated at every turn by Rogers- How many people here are likely considering paying the $500 cancellation fee upon Telus or Bell unleashing GSM?

  • TK

    hey being Jolly Rogers is kinda like the pirates of the GSM sea here in Canada- lets here an “aye” should you be considering paying the $500. toll in fall to switch πŸ˜€

  • TK

    hey being Jolly Rogers is kinda like the pirates of the GSM sea here in Canada- lets here an “aye” should you be considering paying the $500. toll in fall to switch πŸ˜€

  • X1Zero

    Mines already set aside πŸ™‚

  • X1Zero

    Good point Nick!

  • X1Zero

    Mines already set aside πŸ™‚

  • X1Zero

    Good point Nick!

  • Mike

    If bell or telus will have a cheaper monthly plans with about 4 gb data than I’ll switch just to spite Rogers and eventually I’ll get my money back over time

  • Mike

    If bell or telus will have a cheaper monthly plans with about 4 gb data than I’ll switch just to spite Rogers and eventually I’ll get my money back over time

  • The policy for returning iPhones has always been a little different than the regular phones, at least in my experience. Aside from the 30 day/minute rule, there has always been a data used rule as well which is ridiculously low, as it was initially implemented for blackberry PDAs.

    Also, I usually buy my devices fro CELLCOM which is an exlusive Rogers partner store and they state that the 30/30 policy does not apply to iPhones.

    When I bought my first 3G at the initial launch I hated it, compared to my previous blackberry device. Thinking I was smart I reset all the counters and tried to return it.

    Rogers checked my records, according to my account/SIM activity and they saw the 30 MB of data that I had used.

    If you’re not sire about making the investment, be weary of your usage. My advice is to put the phone into Airplane mode for a couple of days while you play with it.

  • Christopher Aceto

    The policy for returning iPhones has always been a little different than the regular phones, at least in my experience. Aside from the 30 day/minute rule, there has always been a data used rule as well which is ridiculously low, as it was initially implemented for blackberry PDAs.

    Also, I usually buy my devices fro CELLCOM which is an exlusive Rogers partner store and they state that the 30/30 policy does not apply to iPhones.

    When I bought my first 3G at the initial launch I hated it, compared to my previous blackberry device. Thinking I was smart I reset all the counters and tried to return it.

    Rogers checked my records, according to my account/SIM activity and they saw the 30 MB of data that I had used.

    If you’re not sire about making the investment, be weary of your usage. My advice is to put the phone into Airplane mode for a couple of days while you play with it.

  • Bryan

    Guys, Rogers owns iPhones in Canada (don’t even mention FIDO–just don’t go there!)! So 15 days and you blog about what? They can get away with 0 days, “all sales are final” and cancellation fee of $400? They can go with $4,000. Ok, maybe not 4K, thats where people would become violent. I bet they have a whole floor full of eggheads studying how far they can exploit the monopoly they have. There must be mathematical equations to describe relationship between Canadian identity (law obiding/govement/authoroty trusting) and RAPING that Rogers does on daily basis. vs the function of insurection. I bet they even coined up the term for it “Teddy’s Equation”. Don’t get me started with the customer support robot which is solely designed to deter us from complaining!

  • Bryan

    Guys, Rogers owns iPhones in Canada (don’t even mention FIDO–just don’t go there!)! So 15 days and you blog about what? They can get away with 0 days, “all sales are final” and cancellation fee of $400? They can go with $4,000. Ok, maybe not 4K, thats where people would become violent. I bet they have a whole floor full of eggheads studying how far they can exploit the monopoly they have. There must be mathematical equations to describe relationship between Canadian identity (law obiding/govement/authoroty trusting) and RAPING that Rogers does on daily basis. vs the function of insurection. I bet they even coined up the term for it “Teddy’s Equation”. Don’t get me started with the customer support robot which is solely designed to deter us from complaining!

  • TK

    “Knee Pads? Knee Pads anyone?..get ’em while they’re hot..Knee Pads?”

  • TK

    “Knee Pads? Knee Pads anyone?..get ’em while they’re hot..Knee Pads?”

  • Jorelle

    How would I go about getting a new phone (HTC Dream) on the same plan I currently have on my iPhone?

  • Jorelle

    How would I go about getting a new phone (HTC Dream) on the same plan I currently have on my iPhone?

  • kristopher

    TELUS, TELUS, TELUS!!!!!!!!!!!!!

    Rogers is getting theirs while they can….Gsm networks are being tested now, they know with uktrasnow/redsnow that it’s only a matter of time before even they have to cave to the consumer……..
    Rogers is sitting on Park Place with hotels, but soon to be on Baltic Ave…….

  • kristopher

    TELUS, TELUS, TELUS!!!!!!!!!!!!!

    Rogers is getting theirs while they can….Gsm networks are being tested now, they know with uktrasnow/redsnow that it’s only a matter of time before even they have to cave to the consumer……..
    Rogers is sitting on Park Place with hotels, but soon to be on Baltic Ave…….

  • At the store level, some dealers enforce a 15 day/15 minute rule, but iPhones are not dealt with at the store level at all. Once you buy the device, any and all returns go through Rogers directly, which is where the 30 day/30 minutes policy comes in (now 15 day).

  • At the store level, some dealers enforce a 15 day/15 minute rule, but iPhones are not dealt with at the store level at all. Once you buy the device, any and all returns go through Rogers directly, which is where the 30 day/30 minutes policy comes in (now 15 day).

  • I’m with Rogers and just wanted to clarify that the Activation in Error policy is changing to 15 days (not 5) as with the Buyers Remorse policy. For all these policies, we found that the vast majority of customers returned devices within the first 15 days so the impact on customers willl be minimal. Our revised policies remain as good or better than those provided by other carriers.

  • I’m with Rogers and just wanted to clarify that the Activation in Error policy is changing to 15 days (not 5) as with the Buyers Remorse policy. For all these policies, we found that the vast majority of customers returned devices within the first 15 days so the impact on customers willl be minimal. Our revised policies remain as good or better than those provided by other carriers.

  • nightfly

    It does not matter whether its a 30 or 15 days policy, it just another excuse to fuck around their customers. Rogers should write a book call Thousand And One Ways To Screw Your Customers , charge $99 for it. Them make buying the book as a requirement to get the next Iphone.

  • nightfly

    It does not matter whether its a 30 or 15 days policy, it just another excuse to fuck around their customers. Rogers should write a book call Thousand And One Ways To Screw Your Customers , charge $99 for it. Them make buying the book as a requirement to get the next Iphone.

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  • maria

    I'm so glad that I can cancel my contract under Rogers buyer's remorse policy. Rogers made a mistake in my bill and then refused to credit me for it. This made me realize that I am not comfortable being tied to a contract for the next three years with a company that is so unspeakably evil. Fuck you Rogers!!!

  • lola

    I want to return mine, I just bought my contract and signed it yesterday!

  • The above stated interpretation of the policy is not correct. In fact, I just returned an xperia x10 today after speaking with the resolve department. You can return the device up to 30 days as long as it has not been ACTIVATED. They also mentioned that in some cases, they even allow a grace period of 45 days.

  • The above stated interpretation of the policy is not correct. In fact, I just returned an xperia x10 today after speaking with the resolve department. You can return the device up to 30 days as long as it has not been ACTIVATED. They also mentioned that in some cases, they even allow a grace period of 45 days.

  • Imelda

    I want to return the iPhone and the package! I haven’t had a 30 minutes talk and just 5days. I’m not feeling comfortable and being tied to a contract for the next three years with a sales rep who doesn’t bother to give exact detail.. As perceived to his sarcastic response!Β