Here is a letter I needed to send to Apple for justice to hopefully come soon:
To the attention of mister Steve Jobs.
Wow! What an experience…. I still can’t believe how owning 2 iPhones can become truly painful for someone living in Canada.
I lost most of my December 24th with customer service and technical activation issues on a second iPhone which I am giving to my wife as a Christmas present.
I now own 2 iPhones and initiated all connection matters with Rogers Canada.
Since the second iPhone came to me on a business deal, it did not belong to a plan as for my first one. For this reason I assumed Rogers could connect it on a plan that would fit my wife’s limited needs as a student.
But, Rogers promotes the fact that all iPhones even if not leased on their plans should be bound to 3 years legal obligations and wishes to push all customers on expensive packages.
I therefore lost many hours on my Christmas Eve day building frustration as the activation became extremely and surely too complex of an issue.
At a later point of the day, I decided to cancel a plan I dealt for my wife a few hours earlier, and spoke to a customer officer of Rogers named Patrick (that is all the information he gave me) whom played literally stupid on me, trying to create a situation where I would need to accept the fact that the plan is OK and that I am stuck with their contract even if it just doesn’t activate the iPhone.
Guess I had to make a stand and needed to express my frustration to this employee of Rogers… Also letting him know that I did not appreciate being taken as stupid.
And finally, held my first experience in a lifetime when a customer service officer hangs up on me… I do not know if this Patrick values his job, since after the event I was blocked from my Roger’s account as he switched the contract’s power of attorney to my wife whom was not even officially registered to Rogers. Therefore I almost got blocked from my own accounts.
My apple user name is alc70 and you will surely notice that I am a proud customer.
Also, I just also bought an iPod for a present to my uncle.
I also coordinate an imagery program in my day job and am in the process to order about 20 iMacs for our new CG lab.
Apple products have always been accompanied with great servicing in all my past experiences. Dealing with Rogers became the total reverse.
I hold my wife’s iPhone now on a Fido prepaid plan (from the same owner as Rogers) and them too are trying to push me towards obligations of 3 years and will not block the iPhone from wireless internet, since she will only use WIFI unless I agree to a moral obligation of 3 years. By not doing so, just hitting a web app by mistake out of the house could drain her pre-paid in matters of minutes.
I am truly and sadly disappointed from this unusual experience.
I deal with Videotron a Quebec well established company for my TV, internet and home phone services and, never needed to suffer such situations.
Note that all these issues drained me, and made me fall deeply asleep prior to midnight on Christmas Eve for the first time in my life.
I hereby c.c. a trusted contact of mine at the legal department of Videotron in hopes Apple could let them offer the iPhone services.
Also, I would truly appreciate if Apple could help and support me in being freed from the obligations held with Rogers and Fido as to move to a much better and closer to the Apple Service reputation wireless provider.
Hoping my case will also help other users in not suffering such bad experiences.
Sincerely,
André Loiselle
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