One of the things I’ve been working at trying to accomplish before the move (more on that later), and haven’t actually managed to accomplish yet, is the replacement of my old Nokia phone–specificly, the 6682. I tried once before, but the folks over at Rogers’s sales department seem to have a bit of a hearing problem. Or perhaps just a comprehension problem.
I ordered the Nokia E71, but about 5 days after the order was placed the phone I actually received wasn’t it. No big deal, I’ll just return it. Except not quite. I fired it back at UPS the same day I received it, and 2 days later, they knocked on my door with the exact same phone–and no return sticker thinggy. Brilliant. I spent pretty much the next week trying to twist their arm into getting me another one before I packed everything up and scrammed back to the Pembroke area. Suffice it to say, and not really all that surprising to me, it ended up actually rather not happening. Go figure.
Then, the move happened. I packed up my old apartment in Ottawa, came 1.5 hours southwest-ish to Petawawa, and unpacked most of it in the span of a day or two. Actually, a lot of stuff’s still in boxes–but, hey, the majority’s actually useable again. I can live with that. Once I had things up and running here, it was back on the phone to Rogers to try and sort this mess out. I still had the phone, in its original UPS packaging, sitting on the end of my desk–well, once said desk finally got put back together–for the first weekend of my living in the new place. Rogers still wanted to email me a shipping sticker thing to print off and use. Which would have been perfect, except I still had absolutely no way to get access to said email. They tend not to remember you told them that 5 times already.
I eventually gave up on that, as my return window was very quickly closing and I was flirting with a headache. I also finally ended up getting net access that Sunday night, but by then I wasn’t about to reenter that same dance. So instead, I called UPS up myself. And, as luck or something like it should have it, this time I got someone with more than half a clue. I scheduled them to come and pick up the thing. I got the address to one of their receiving yards from Rogers that morning, and when shipping dood showed up, it got handed to him. Along with a request to forget about billing me, and stick Rogers with the price tag–something he seemed a little too eager to do, but I wasn’t about to argue. Meant I could cheap out and well, cheap is good, no?
The phone never did come back to me, and the fact they’re not charging me for it on this month’s bill would seem to indicate they did receive it, and didn’t screw up the processing of it. Either that or someone just committed a rather significant oopsy. Either way, as long as the price for that phone doesn’t end up on a future bill, I’m not about to call them up and say otherwise. So now, with that phone being on its way or already back to Rogers and out of my hair, I can focus on getting the one I was actually after.
Which, last week, is exactly what I ended up doing. Only this time, rather than them simply sticking the wrong phone on my bill, the one I was after for whatever reason wasn’t showing up as one I was eligible to actually purchase. Perfect. So far you’re 3 for 3, Rogers. So I give them what for over the phone, and the rep basicly decides at that point to take responsibility for the whole damn thing. Which, when dealing with me, has been known to be a mistake. She tells me she’s going to keep checking, and call me if and when it actually gets sorted out. And, since everything should have been reset when I returned the phone and I knew I was eligible for it before I tried to buy it the first time, clearly it was a problem internal to them.
I wasn’t holding my breath–remember, I used to sit on the other end of similar conversations. I know most folks who say that do it with the complete intent of blowing you off knowing the chances of them getting you again are pretty well slim to none. Particularly when you’re running an operation with multiple call centers in multiple locations dealing with multiple thousand customers nationally. This morning, though, I did get that call. Whatever went and broke on their end wound up getting fixed. Finally. So, after much nashing of teeth and a whole lot of wanting to curse out the next rep to pick up the phone, I managed, somehow, to at least get the order processed. Now, hopefully they send me the correct phone on this attempt. And, hopefully they do it before Google Voice goes global. Otherwise I see a bitchfest in their, and my, near future.
Originally published at Welcome to Nowhere. Please leave any comments there.
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