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Rogers employees start training on the new wireless cancellation policy
A few days ago an internal doc leaked online that showed Rogers intending to make some changes to how wireless customers could cancel or adjust their service, regardless of what province they reside in. These changes will only impact those customers who activate or renew on January 22nd, 2012. “Rogers is proactively making changes” and will see a similar structure to Quebec’s Bill 60, and Manitoba’s upcoming Bill 35. We are also hearing this will be valid for Fido customers, too.
Employees have started their training, apparently a $12.50 “service disconnection fee” will be implemented for anyone who decides to cancel their service before the contract period is over. This fee will be in addition to the hardware subsidy cost and will look something like this: Hardware Savings / # of months in term X # of months remaining in the term + $12.50.
Here’s the example we showed a couple weeks ago:
You signed up for the iPhone 4S 16GB on a 3-year at $99, your “Hardware Savings” is $550 (retail price is $649). If you decide to cancel your Rogers contract at the 1-year mark, your cancellation fee will be $550 / 36 X 24 = $366.67 + $12.50 service disconnection fee for cancelling = $379.17.
We’ll have more info soon…
(Thanks tipster!)
Discussion
48 comments for “Rogers employees start training on the new wireless cancellation policy”
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Thats not bad, as long as they explain “this is what you owe us for the phone, plus a small fee” instead of just saying “this is what you owe us”.
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This is what TELUS has been doing for awhile, right?
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But TELUS charges 50.00 as an “administration Fee” instead of 12.50. So Rogers finally has the upper hand on something. Even tho it does not really matter seeing you’re cancelling anyway
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So no more data credit cancellation fee?
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Probably similar to telus where they will do the same calculation but only charge you half
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Actually Rogers is charging a quarter of what Telus is charging. When Telus brought in its new cancellation policy I thought it was good, but the $50 cancellation admin fee was out of line. Looks like Rogers is showing Telus just how out of line it is.
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OR I could be a little patient, save some money, buy a phone outright and never sign up for a contract (especially ones with companies that offer over-priced plans that clearly made to take advantage of hard working Canadians).
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or you can be smart and sign up cause even if you cancel you’re only still paying for the phone only with their new cancellation policy
so here’s the math, lets say u wanted an iphone and only end up staying for 3 months on a 60$ plan.
outright: 649 (iphone) + 3 x 60 (monthly fees) = $829 total
contract: 99 + 550 / 36 x 33 + 3 x 60 + 12.50 = $795 total
contract after 6 months? 99 + 550/36×30 + 6×60 +12.50 = $930 total
outright after 6 months? 649 + 6×60 = $1009 total
the longer you stay, the less the phone will cost you in the long run. people are so scared of the word “ontract” that they fail to see how it could benefit them.
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makes no sense to buy a carrier locked phone for full price
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The $12.50 fee is justified since they need to pay a commision to the seller.
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Hidden due to low comment rating. Click here to see.
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You have not been screwed from Rogers yet have you.. You would not be saying that if you were. Rogers has been the worse company anyone could deal with. All their agents only care about 1 thing & that is MONEY. Now from what i can tell you either work for Robbers OR you just have not been screwed over from them.
They never really tell its costumers what the charges are first. Believe me i have recorded audio from 100 different times i called in to change a few things in which 99% of the recorded phone calls are them telling me LIES or them not giving me the right info.
Rogers & other carriers in Canada try to add more money on our bills for things that are not necessary. I agree the 12 is not that much TO PEOPLE THAT ARE RICH but to the people that can barely make a payment then yea its a lot. I suggest you look around the web & see how many Costumers get screwed over. I record phone calls & make sure they write down notes on the account.
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We need to support Rogers? The money goes to a company that dose not really care about its customers or employee. Its better if the money would not be spent on PR firm to write responses like the above.
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Foreign interest? All the Canadian wireless providers are atleast 50% Canadian owed. That’s the rule. Repeat, ALL CANADIAN WIRELESS PROVIDERS ARE CANADIAN OWNED.
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Wow, this is great news. I hope bell is forced to follow. Don’t sign a contact till Jan22.
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What about if you want to upgrade? Can you pay what you owe on the device and get an upgrade like TELUS does? Is this policy just for cancellation?
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They forget to mention that customer also need to commit on Data Plan for 3 years!!! You better stay away from traps.
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For those saying to just buy the phone outright there is one advantage to this over that. Time value of money – pay $650 today – or pay $650 over 3 years, with inflaction is more like $640..HUGE saving:)..j/k. ALl this does is put you on contract – but easily escapible for $12bucks. FInally there is no additiona cost to leave them. I was going to buy the GN on the 13ths..but i think 9 more days warrants it..
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@Beer Baron
Actually there is an advantage of still being on contract. If you buy the phone outright you’re still paying your monthly rate, but if you buy the subsidized phone on contract that monthly rate is going towards paying off the discounted price of the phone, which is basically how all the smaller discount carriers’ “Tab” system works.
But then again if you buy the phone outright it’s unlocked, whereas you’d probably have to pay the carrier to unlock it for you if you get it from them. It’s a trade-off.
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@Dimitri K. Calling customer service WAS YOUR FIRST MISTAKE. There’s 0 reason to EVER need to talk to those i****s. Believe me, if there are 14000 employees at Rogers working for customer service, what’s the percentage of them knowing EVERY SINGLE DETAIL? You’d be lucky if you got 5%. They rotate in new people every day/week, people who have still no idea what their talking about yet.
Otherwise, talk with retention, they’ve been at their job for at least 1-2 years, so tend to know what their saying.
Want to get good information? Find a store not run by 18 year olds only looking for their next comission. They exist.
I have never been screwed by Rogers, and I have been with Bell. And it was always customer service.
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Dimitri K. – Guy we all work for money. Rogers is a business not a charity, and they employee thoudands of people so your statement in my opinion does not make sense. It’s true that they may have some billing issue’s but I believe this new policy is fair. “People that can barely make a cell phone payment” – Should concentrate on saving their money and not have this non-necessity item.
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Dimitri, your generalizations couldn’t be more off. If you took all wireless reps across all companies as a whole you would have a VERY large percentage of people who are poor at problem solving or addressing someone’s needs. If you think people just want money than welcome to real life. A true company that provides great service is one who gets their reps to care enough by paying them generously. Nobody ever points out the customer side of things. I’ve seen over the years TOO many customers who have an entitled, selfish, and unrealistic attitude when it comes to their services. Much like the whiners that are on these forums – they expect everything for free and can not even start with basic human respect. So for you to complain about this policy just shows how much of an i***t you are.
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Hidden due to low comment rating. Click here to see.
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Dimitri, you’re nothing but a troll and a hypocrite. You’re the last person that should be telling somebody they’re immature. It is sad that you get upset when somebody calls you an i***t, but yet you’re all over this website name calling other people. I’ve seen you multiple times in the comments section telling people they’re “stupid”, they’re “i****s”, they “should learn to read”, etc. It’s pretty obvious that you got upset when Vaxious called you an i***t. I’ve seen you get upset just from someone having a different opinion from yours. I’ve seen you get upset from someone misunderstanding an article. You want to talk about immaturity? You are the absolute pinnacle of it.
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Dipsh!t K is a troll. Stop feeding it, just thumb it down and it will disappear back into its liar.
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If the phone is fully paid, then why it’s still locked to the carrier?
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if you cancel the contract, then the phone is fully paid, but if you want to get the unlock code from them, you’ll have to pay more fees for it. thats how it is with fido so i assume its the same with rogers. its like $50 to get the unlock code for your phone once it is off contract
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@Mr. Reliable You are right that they employ thousands of employees at the customer service call centres. And not all of them know “every single detail,” you can’t expect everyone to know; it is human nature that not everyone will know “every single detail.”
As for not going into a store, if that is working for you that is great! But my recommendation is to still call customer service as well. I say this because, at the end of the day customer service are the people that can make notes on your account. If you have the access and the means to contact the person or in this case the company providing you a service directly, why deal with the middle person may it be a he/she that is selling that service to you.
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Guys, is the math incorrect from above?
It should be ($550 /(36/24))= $366.67 + $12.50 = $379.17
Please correct me if I’m wrong.
Thanks,
Pho
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@pho – remove all your brackets. It’s: hardware savings / length of term (so $550/36 = $15.28, which is what your discount is) then multiply by number of months unfulfilled: $15.28 x 24 (i.e. you didn’t fulfil the last 2 years of your contract, so you have to pay the 15.28/month back)
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no the math is right “BEDMAS” Brackets Exponents Divide Multiply Add Subtract
$550 / 36 X 24 = $366.67 + $12.50 service disconnection fee for cancelling = $379.17.
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i agree with dimitri, there is so many ways that customer service can screw you over. things like “forgetting” to note stuff down on accounts is one of them.
they can basically say anything they want on the phone to keep the customer but then just not note anything down on the account and the customer is screwed.
if the customer finds out after 15 days that they didnt get what they was promised? too bad, you want to cancel? sure fork over $500.
as for people saying talk to customer retention? ya i did that and they still screw you over by not noting the account.
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Dimitri K – Really? The US has better plans. Name one.
Europe is definitely afordable but you must remember the technology came from Europe and they where first to Market.
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@Jonnie English:
Easy. Tmobile no contract plan:
$50+tax
- unlimited talk
- unlimited texts
- unlimited web (100MB at 4G speed)
- caller ID, voicemail, everything else comes standard
Add $10 for 2GB at 4G speeds
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@Rex Banner Even if you bought a phone outright the phone is still a locked phone because of reasons like exclusivity of product.
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@Rex and @Jay, thanks fellows!
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I’m not sure where Ian and everyone else is getting the pricing of the iPhone as $99 on a 3yr contract. But as far as I know it is still $159 on a 3yr contract. Making the calculations:
$649-159=$490 subsidized price ÷ 36 months of contract term=$13.61/mth x 24 months remaining of cotract=$326.67 + 12.50 “SDF”=$339.17
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That was the pricing when you activated it at Future Shop during Christmas & boxing week. Also the iPhone 4 16GB at Future shop is $99. This is why they are saying that price.. They never said which Model of the iPhone he was talking about.
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Service Disconnection Fees, another Rogers first!
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Finally Big 3 are starting to change their contract terms. Im suprised they arent evil enough and havent gotten around the Quebec Law since they are in the interest of the shareholders rather than the customers.
They could of had 2 prices on their phones: regular price and sale price(outright purchase)
regular price at $720 and sale price at $500
then the termination fee would be $20 a month up to $720 instead of the current $400 over 3 years
or they can just have all phones at $720
gee…i hope im not giving them ideas
otherwise I hope Bell follows with their termination fee too
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@Dimitri K. Ian stated in his article post it was the iPhone 4s 16GB. The iPhone 4 is actually $0 right now for Rogers at both Future Shop and Best Buy. But that doesn’t change how much Rogers is subsidizing for the phone.
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“These changes will only impact those customers who activate or renew on January 22nd, 2012.”
What about those who want to cancel but are 1 year in their 3-year contract?
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I posted this on the other news article but I guess it should be better here as theres more activity. My phones pretty much crapped out, I kinda need to do an early HUP (bah I still can’t believe they changed it to 30 months mid contract for me!), do I have to wait til Jan 22 or do you guys think I can try to do one now and then somehow wiggle in those policies? (Mind you I’d be keeping phone and contract)
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That’s something I’d like to know as well
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If you did it now you’d have to somehow recommit again after the 22nd to get those policies, it affects recommitments done AFTER Jan 22/11, not before. The terms, unfortunately, are non-negotiable.
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That’s what I plan on doing. Renew the current contract after the 22ND, then cancel shortly after.
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@Dylan, thats fine with me but I guess the key part in your sentence is the “somehow” lol. its not that ifeel entitled to the new policy but i dont want to “lose out” when renewing so close before the date – and it would be more out of nexessity than anything (phone dying and waaay out of warranty)
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sucks for anyone who wants to cancel data after activation, as i just activated a new iphone for a customer and canceling data is a maximum of $440
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