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Rogers changing DOA Policy to 15 days from purchase, effective February 1st, 2012
According to the internal doc we have, dated December 15th, Rogers will be simplifying the defective equipment on arrival (DOA) policy. This new policy, which covers malfunctioned handsets, will see the DOA period for Rogers devices reduced to 15 days from 30 days from purchase, joining the same period as the buyer’s remorse policy. The doc states this change will be effective February 1st, 2012 and will “ensure consistency between policies” and “enhance the overall customer experience and eliminate confusion in stores”.
We’ll have more info soon…
(Thanks tipster!)
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33 comments for “Rogers changing DOA Policy to 15 days from purchase, effective February 1st, 2012”
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Why not increase the buyer’s remorse policy from 15 to 30 days to “ensure consistency between policies” and “enhance the overall customer experience and eliminate confusion in stores”.?
Sigh…so fed up with the big telecoms..
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Hidden due to low comment rating. Click here to see.
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I though the 30-day buyers’ remorse period was federally mandated/legislated. Guess not. As for defective equipment, that’s what a warranty is for, and it’s a lot more than 15 days. Sounds like they’ve got their own policies just to add words to an already too-long terms and conditions document.
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STUPID DECISIONS
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I rather have the buyers remorse period bumped to 30days. Doa is ok at 15 days, why because if you don’t know it’s defective in the first 15 days to bad.
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How come cutting the return policy by half will “enhance the overall customer experience” ?
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I never understood the talk time limitation. Does talking on it put wear and tear on the phone such that it can’t be restocked and resold?
That being said, the talk time is less important on a phone nowadays so I guess it’s becoming less relevant.
Still, it seems completely ridiculous. If I buy a TV I can watch as much TV on it as I want in the 14 days and still return it. They don’t say “you can only watch 15 minutes of TV on it otherwise you can’t return it”.
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Its because of fraud… (duh)
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I was thinking about this exact issue the other day. “Self,” I thought to myself, “How can Rogers enhance the overall customer experience?”
Then it occurred to me allowing customers only 15 days to return a defective product instead of 30 days would be single best thing Rogers could do to make their customers happier.
Great minds think alike!
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Well… Another Rogers first!
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@Mr Reliable, fix your DOA with your supplier to include shipping time. There is no excuse. It is about us the customers. Wrong attitude Mr.
@Rogers, Deja Moo.
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And yes, SOME OEMs will give us a couple of days of wiggle room. Others (RIM), don’t give a flying hoot and will NFF most of our DOAs any chance they get.
I will fight for my customers to get their DOAs approved, but I certainly won’t lose my job over it so that you can get a new phone if it keeps dropping a call every 2 weeks/the battery drains pretty fast (turn off your damn bluetooth/wifi/3G!).
So, if a phone is DOA, you can usualy tell in the first few days, NOT THE 30TH DAY.
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Rogers execs = human garbage
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shouldn’t the DOA be 1 year, since all electronics come with a 1 year warranty. If the device is defective within the 1 year they should by law do an exchange in store for a new one. Isn’t that whats a warranty for.
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Try working for a cell phone provider and then talk. The amount of s**t that people would try to pass off as “DOA” to get a new phone within 365 days of purchase is ridiculous. Also, keep in mind that “DOA” stands for Dead On Arrival. The phone was dead when it arrived in store, defective out of the box, or shortly thereafter. Not dead-after-364-days-of-use-wear-and-tear-several-drops-and-a-slight-run-in-with-water.
Add to the fact that stores would have to greatly increase their volume of stock to accommodate a year-long DOA period or risk being sold out of stock for activating/renewing customers and put themselves at a higher risk of theft. Get a grip, man.
And lengthening the Buyers Remorse period isn’t the answer either. Again, try working for a cell phone provider. It doesn’t happen often, but I’ve seen enough people attempt to abuse the buyers remorse period and literally switch from phone to phone to phone. Some would have you write off one of every phone in your line-up if you let them. Those phones don’t go back on the shelf and get re-sold, they go back to a service center to be refurbished and the company just wrote off a $200-$900 device in the process. It doesn’t take more than a week or two to realize the phone you’ve bought isn’t your cup of tea.
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I thought it already 15days? The buyer’s remorse policy is.
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People don’t realize how much stuff goes on in the background. This isn’t Rogers just trying to dick people over. In the past year I can tell you RIM have changed their DOA period twice from 30, to 14 to 30 days. Other mfds have different minute and day requirements too. This is most likely a move to get ahead of the mfds dropping their DOA periods recently (due to part shortages from disasters etc.).
Again, many of these Buyers Remorse and DOA periods are set by the device makers, rogers just makes an all encompassing one that covers all of the periods. You guys would complain if each phone had separate periods for DOA and BUYR and confuse the s**t out of the end retailer.
Also, just a note, less than 0.1% of headsets come back as DOA in the first 30 days, so before you all complain, the odds this affects you is almost negligible.
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In before Bell and Telus implement the same policy. COLLUSION!
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I picked up a device and went to return it within the 15 day 30 minute policy.
When the store contacted Roger’s I was told I had used up 32 minutes on the device… I was shocked, I avoided using my minutes by using skype.
I excused myself so I could do some research and so they could continue helping people. After a few minutes I see that my device usage was 11 minutes. I go to my Roger’s online account and it also confirms 11 minutes of usage.
Go back to the store and they say there is nothing they can do, it’s with Roger’s… after 90 minutes of waiting for customer service, I am told:
i. Roger’s system is the ultimate power and that my device nor my actual minute by minute billing account are not to be considered accurate.
ii. The contract I signed as well as explained by the store, eg. 15 days 30 minutes; was not valid, it was now 15 days or 15 minutes – because she said so.
iii. and finally, that they were going off my previous billing cycle and using a projection of my minutes – not my actual minutes used :S
After going around in circles, I asked politley (as I had been the entire conversation) if she could please transfer me onto someone else.
She hung up on me.
I used to think this s**t only happened with Bell
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Rogers, the great canadian pride. So honest, full of value and best of all Caring. I mean thats the reason why we all love them right? we dont want other companies or investors from others countries to come specially if their not canadian because they would never be as kind, caring, honest and full of value like rogers. lol.
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> I was shocked, I avoided using my minutes by using skype.
> When the store contacted Roger’s I was told I had used up 32 minutes on the device
> After a few minutes I see that my device usage was 11 minutes.
So which is it? Did you avoid using any minutes, or did you use some minutes and maybe the tracking system you were using didn’t properly register the amount of usage?
If you’ve worked in support (or the cellular industry) for any length of time you come to expect the “half truths” that people tell.
“I didn’t use the phone at all” becomes “well I used it to check my voice mail but it was only a few minutes” to “well I called my sister but it was really quick.”
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What most Rogers dealers won’t tell you is that the 30 minutes of air time usage includes EVERYTHING. Your free nights and weekends, your Top5/10, your family plan benefits, calling *611. Every single one of those calls are made against the 30 minute trial policy.
Also, because Rogers Consumer customers are charged by the minute, a 30 second call is actually 1 minute registered by the system. So, sadly, THAT’S how they get you.
Do I agree with the 30 minute policy? No. Do I understand with its in place, yes.
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Rogers: Always bringing you crap service for more money =)
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Rogers loves to tell half truths ie(Goverment Regulatory Fee) Or saying you can change your plan at any time but when you do they charge extra and add time to your contract.I hate everything about Rogers.That is why I switched to Bell.Bell is cheaper with way better coverage.I will never use Rogers again,Glad to see Rogers Video closing.
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@Mr Reliable- Thank you for actually having common sense instead of all the whining “Me, Me, Me” comments.
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Don’t forget that Rogers is a for profit business. Customer service is important but lets face it, if Rogers doesn’t make business minded decisions there won’t be a Rogers to provide customer service.
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Good morning Avrus, I mentioned on my post that I avoided using my device for calls and used Skype instead. The 11 minutes I used on my device were for checking messages or people calling me – and I’d call them back on Skype.
What do you mean which is it? Like which bs excuse were they applying to me?
Either way in the end I was able to return the device afterall – they had the date I got the device and the minutes I used within those 14 days.
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if device is defective then rogers or any company for that matter should take it bake within 30 days. I know rogers doesn’t make the phone but they sell it. Stand behind what you sell and if it’s a piece of garbage then don’t sell it. That means you buy a phone and it stops working after 15 days so you’re stuck with the piece of garbage until you can upgrade which they extend that now.
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What people forget is that APPLE has 0 days DOA period, ZERO. If you buy an iphone from ANY carrier, you cannot go back to the store with in 30, 14, or any days, the moment the device is “unbricked” its between the customer and Apple. You must go to apple, who holds the warranty. Again, these rules are set by the mfds, not Rogers. They are the ones who hold the warranty and Rogers etc just act as the middle man to get your phone to their repair centers (when outside the 15, but within the warranty period).
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way to make stuff up. Many carriers have a 30 day policy for apple and if it’s defective you can take into an apple store and a lot of the times they will give you a new one right there if you are within warranty
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That’s not true either. TELUS has a 14-day OTC swap period for iPhones and has recently started ordering in swap units (the same as if you requested the advanced replacement option directly through Apple, but without Apple billing your credit card) after the 14-day period. I can’t speak for other carriers, but I can assure you of that.
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going to make RIM even more RIP
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Can you stop?
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