This began around mid february. I had purchased a new Wireless PDA from rogers at&t wireless. The Palm treo was supposed to be one of the best PDA's on the market. and the price would suggest as so (around $500 with a 2 year contract).
After the first week of having the phone, it started malfunctioning. Despite my efforts of having the phone exchanged or refunded, the folks at rogers were not budging, stating that the refund policy was "No refunds after 30 days, or 30 minutes of phone use, whichever comes first". 30 Minutes?? sounds ridiculous to me.
At one point in the process they told me that i was no longer able to access my account, becasue my credit information was incorrect on the account, and with out that, they coulden't verify my identity. They said that they dont know how they lost it, and that basicaly i had to go out of my way to fix their misteak and go to a rogers store and give all my personal and credit information to verify. The timing to ask for verification seemed very convenient since they didn't need to verify anything when I was creating a $700 account. ($ 500 phone, $ 200 activation and first month fees)
Finally after about 2 months of fighting with them, and threating to not pay my bill, they finally ageeed to send me a new pda. Unfortunately by that time I had already bought a working phone and no longer needed the replacement pda.
Once the pda arrived, I read over the refund policy that came included in the box. It clearly stated that i could return it within 30 days, or before I used it 30 minutes for a complete refund. Just to make sure I spoke to someone at the rogers at&t customer service help line just to verify that I could return the non working phone, and the replacement, and get my $500 back. The rep told me that there shouldent be a problem, and to send it back and i would get my refund. He would be unable to jot down on the account that we spoke, since they didnt have my credit information with them.
Later that week, after I had sent my pda back to rogers, I called them to see if they had recieved it yet. They told me that they recieved it. I asked about my refund, and the rep told me that they were unable to give me any money back, and since I sent back the replacement pda, they couldent send me a pda again either. So I was basically stuck with a 2 year contract, short $700, and with no phone to show for it.
I told the rep that I had spoken to someone, and I had followed the included instructions, and she said that I must have misunderstood the policy. Not only that, she was unable to assist me further, Because as usual they didn't have my credit information, and couldent verify my identity.
I was finally able to speak to a manager, but she wasnt any help at all. She gave me the same story that basically I'm wrong and i can't read or follow instructions. And again I was reminded that with out my credit information, they couldn't do anything.
Tomorrow I'm callng once again to try and have this sorted out.
I am not going to give them my credit information, because thats the only upper hand I have in this situation. But as it stands right now, I am stil short my money, with no PDA to show for it. and I can't cancel my contract because i have to get them my credit infotmation. I AM BEING RIPPED OFF.
Pedro
Calgary, Alberta
Canada
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