Returning Equipment

[Rolf_Jules]

I am trying to return my old modem. I am supposed to get instructions how to do it with my new modem, I did not. I found instuctions on the Rogers' site how to print a label. It also says that I need to contact an agent before making any returns. I tried to contact an agent and it says that 143 clients are ahead of me. Is there a simpler way to do this? This is ridicoulus, it's just a simple return and I am still a client. 

[mdk]

@Rolf_Jules -- when I was forced to upgrade to the XB7 cable-modem and the new TV box, I was told that I did not need to return my Arris Gateway box, since it was being "retired".  I took it to an "end-of-life" electronic-recycling depot, for responsible disposal.

[mdk · Accepted solution]

@Rolf_Jules -- pack the old equipment into a box, and take the box to any Canada Post outlet, and say that it is a return to Shaw. They will create a label for the box, and give you a receipt with a Tracking Number, and they will ship the box, at no cost to you. Since the old equipment has a serial-number, Shaw will know who is returning the equipment, and they will remove the equipment from your Account.  Save the Tracking Number, in case they do not receive the box, to prove that it was shipped by Canada Post.

QED

[Rolf_Jules]

Thank you for the advice, that's excatly what I will do.

[WakeUP_CRTC]

Hello, unfortunately, I find your frustrations exactly similar to mine. I have been trying to return equipment and discuss my account since last August 2024. I tried calling, and interestingly enough got the exact same number 143 clients ahead of me!  I tried going through the website and was directed to make an appointment with Roger’s. I made the appointment early in September and when I arrived at the West Edmonton Mall site, I was politely told that Roger’s had taken away all ability for their staff to discuss accounts and/or receive equipment. The only thing Roger’s employees could discuss was to sell me something. I was advised to try again through the phone number that appeared on my TV screen from Rogers. What was even more alarming, Roger’s sent me an email stating that I did not attend the appointment in September! Seems they can’t even get their appointments organized.  Is anyone from Roger’s listening to their customers? Or, have we resorted to forums so that Roger’s customers are expected to sort out Roger’s problems for them?? I have been a loyal Shaw customer since their birth. Needless to say I along with several other of my family and friends are beyond frustrated with Roger’s—some have given up and transitioned to Telus.

[Rolf_Jules]

I did what the poster above "mdk" advised me to do. Just to be sure that my return is authorized I called early in the morning and there were "only" 90 people ahead of me. I took about 50 minutes to be able to talk to an agent. I find once you get to talk to someone they are helpful. The agent authorized my return, I saved a transcript of the conversation just in case. The trick is to call as early as possible. Sadly I had similar experiences with TELUS and other companies.