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Bad News: Rogers Return Policy Now 15 Days

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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.

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

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