Rogers Response

Rogers Wireless Report

A Rip Off ?

Here is a true story describing what happened May 12 and 13, 2007 with Rogers Wireless at a sales kiosk located at Capilano Mall in Edmonton, Alberta.

May 12th was a Saturday. Mike needed a way of transferring photos from a Motorola v551 celtel to his computer. He stopped by the sales kiosk and talked with 2 of the 3 male sales staff there. He asked about a cable that would connect the celtel to the usb port on the computer and was presented with a box with a cable and software. It was listed as: MOT V551 MPT KIT. Mike was assured he could transfer the photos from the phone to the computer, so he bought the kit. Upon arriving home, he installed the MPT software and, although there was functionality regarding other items to do with the phone including using the phone to dialout from the computer, there was no way to transfer pictures. He confirmed this state of affairs with another person.

So, on Sunday, the 13th, he went back to Capilano Mall to return the kit. He talked with 2 sales staff and one of them, who had sold the kit to him the day before, had to phone a manager to get authorization to do a debit card refund. The manager was out of town, so more calls were made, until a manager named Kevin was contacted and he asked the sales person some questions and then told him they would take it back for a 50% restocking fee.  All of this took almost an hour.

Mike was advised at that time - not at the point of the sale - that they don't take electronics (later changed to software) back because the box had been opened and the software installed and the cable used. (The software, since it was useless, had been uninstalled. The seal on the CD containing the software had already been broken and the box had been opened before the sale.) The manager, Kevin, also advised the sales person that the kit does not transfer pictures. He advised the manager that no one had told him that.

The fact that the kit does not transfer pictures is not Mike's problem - it is a Rogers Wireless problem. Mike was mis-informed.
The fact is that the customer, Mike, was NOT told of the Electronics return policy at the time of the sale. If fact, there is nothing on the invoice receipt that indicates it either. Rogers staff education is not Mike's problem.

Mike wants the other 50% ( $37.09 ) back.

Shown below is a copy of the original receipt with the hand-written refund note and a copy of the debit refund printer slip showing Mike only getting 50% back.

The company representing, and answering the phone as Rogers Wireless, is:

Wireless Unlimited
K0002 5004-98 Ave.
Edmonton, AB
T6A 0A1

780-450-6880

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