Sometimes reality really is stranger than fiction. Take, for example, my efforts to buy an an iPhone from Rogers for my son. You may recall that a little two over two weeks ago I paid a visit to the Barrhaven Rogers store with Jon, money in hand, to buy an iPhone. On that occasion, we were turned away — not eligible until the contract period on his current SIM was up on November 14.
This past Sunday we returned to the store, and tried again. We made some progress but still didn’t walk away with an iPhone. This time we were eligible, but the price quoted was $349, not the $199 prominently displayed on the web site. “Fine,” I responded. “Just cancel the old SIM and we’ll get a new one at the $199 new customer rate.” After all, the old SIM was out of contract anyway.
To cancel the old SIM Rogers requires you to speak with customer service, and pay a $30 cancellation fee. It can’t be done in the store. The young woman behind the counter obligingly telephoned customer service, only to discover that they’re not open on Sundays.
So, beginning to feel a bit like Oliver Twist we left, a second time, with no iPhone.
This morning I called the customer service number that had been supplied, and was confronted by a woman who asked “what do you want?”, fairly brusquely. She was obviously having a bad day. I explained what I was trying to do, and was informed that “All of our systems are being upgraded. I can only answer general questions. I don’t have access to your account, and therefore can’t answer any questions about pricing or your account.”
I asked how long the system would be down, and was instructed to call back in another two hours.
I’m not going to ask the obvious question, which is how Rogers can run their business with the call centre down for two hours on a Monday morning. We’re simply trying to buy my boy an iPhone at the advertised price, and Rogers apparently has the phones.