Rogers Sim CardOct 20th, 2005
Two days ago, I bought a new phone with Rogers and I am very happy with my phone. What I'm very upset about is the ownership of the new SIM card.
My new phone came with a new SIM card (even said so on the box) but I decided to use my own SIM card and the Rogers Store employee set it all up for me. When I got home and looked into my box, I realized my new SIM card isn't in the box. So I thought there was a mistake and that they have forgotten to put it into my box. So I called the store and here is where my frustration started. It took me like 10 minutes to even convinced the guy that my phone came with a new SIM card b/c according to him, they don't usually shipped the phone with a new card (but he could've easily verify that by checking the box on one of the phones at the store). Then, I tried to tell him that because I paid for the phone, I do entitled to everything that comes with the phone, including the SIM card. He said, "No, you don't. You paid for the hardware and that because you used your own SIM card, we won't give you a new card." I told him that they are not giving me any SIM card; the card is part of the hardware because IT CAME WITH THE PHONE. Finally, about 15 min of arguing, he said that although it's not the normal protocol, I can come to the store to pick up my card.
So I went to the store and guess what? They won't give me my card. I told the guy (sounds like it's a different guy from the phone) that since the card came with my phone, technically I paid for it and therefore it belongs to me. He said that it's "store policy" that they don't issue unactivated new SIM card. So I asked him, "If my SIM card fritz out on me in 2 months, do I have to pay $25 for the new card?" He said, "Well, the SIM card never breaks." Whatever! He can't say "never" b/c if the SIM card has 0 problems, then Rogers would probably have a guarantee on it. Just b/c he hasn't seen it, it doesn't mean it won't happen. Besides, that's not the point. I'm just trying to get back whatI feel is rightfully mine. So I asked him if I do have a problem with my SIM card and need a replacement, would I have to pay $25 for the new card PLUS an activation fee. He went on and on about how there are no activation fee to switch from one card to another. (I thought that sounded a big fishy b/c I find it hard to believe Rogers won't charge me an activiation fee.) But b/c he said that there's no activation fee, to me, that meant that the $25 is solely to pay for a new SIM card. My next question to him was that why should I PAY Rogers $25 for a new SIM card that I should already own because IT CAME WITH MY NEW PHONE?! Then all the guy could say was babbles about "store policies", "Rogers policies", "We only do what Rogers asked us", etc. Basically, he doesn't have a good explanation for me.
Then I told him about my friend who bought the same phone online; she got a new SIM card with her phone and she got to keep her new SIM card even though she's using her own card. And this is the stupid response he gave me: "Well, your friend bought the phone online and didn't get any customer support as you do here. We set up your phone for you; you get a service from and you don't have to pay for anything." BAH! If I knew I had to pay for their service at the store, I would've just gotten the phone online and do it all myself!! Besides, if they were to charge me a service fee for setting up for the phone, they should've just charged me a money-fee; they can't withhold my SIM card as a form of payment!! He probably didn't mean that the SIM card was my service charge but oh boy, it sure sounded like it to me!!
By this point, my blood was just boiling and I've completely lost my cool. I couldn't think straight and just left the store. I should've stuck around and ask to speak with the manager. I would've accepted an explanation such as "Oh, the $25 will include the new SIM card and service activation on that card" or something along that line. But all I got from him was just a bunch of BS that were full of contradictions.
By the time I got home, I've almost convinced myself that there's nothing I can do about it because if it is "store/Rogers's policy", I can't really argue about that. I learned my lesson the hard way: "Never buy from the store...always purchase online, then I won't have to deal with stupid people." I was ready to forget about this whole thing but then this happened: Last night, I emailed the customer service at the Rogers website asking them what happens to the new SIM card that comes with my new phone if I decide to use my own card. Their response was that I can keep the card or sell it to my family/friends.
Now, I have the Rogers Store telling me I can't have my SIM card back but have their online Cust.Service saying the card belongs to me. I'm so pissed off now!! If they are going to rip off their customers, at least get their stories straight! So now, I'm just seething with anger. I've always been a loyal customer. I've had a cell phone for 10 years and I have always gone with Rogers. But nothing about this whole incident seems right and I am just so mad b/c I feel like I'm being ripped off. I mean, they are taking this "free" SIM card away from me just so they can turn around and sell it to another customer for $25??
So, does anyone have any advice? Is it really Rogers policy to take away something the customer technically pay for? They say they don't give out SIM cards to customers who decided to use their own, but it isn't Rogers who's giving me a SIM card. It's my SIM card because it came with my phone. So wouldn't that make it Motorola's property or mine? How does Rogers fit into that picture?