Scumbag Ken Mak @ Digital Communications - The T&T Rogers at Metro
 

I am going to summarize a very bad experience that my friend and I had to endure earlier this week.

So basically, my friend wanted to cancel his contract a day after he signed up. Under Rogers policy, he can do this if he satisfies: a) within 14 days and b) the phone has not exceeded 30 minutes of call time. Knowing that he has not exceeded that, we went into the same store in which he signed the contract. The sales rep that helped him was a Ken Mak (aka. team leader as it states on his business card).

Ken said he cannot cancel the account as my friend went over 30 minutes. He said my friend used a total of 42, which my friend knows is wrong. Ken then directs my friend to call Rogers, and after 45 minutes of back and forth transfers and holds, a rep on the phone says that Rogers cannot authorize anything and that only Digital Communications can. We tell Ken that, and he said that yes, he knew that. In that case, my friend and I were both going WTF? Why are you telling us to call Rogers when you know only you and your company can authorize the cancellation?

Getting frustrated at this point, we demand for him to show us a call log or anything that can verify that my friend went over 42 minutes. He refuses stating something about confidentiality.. LOL.

Seeing as nothing could be done with Ken, I contacted my friend who is an account manager at Rogers on what we could do. Through her, we were able to find out that the account only used a total of 5 minutes call time (a huge difference vs. 5 minutes, eh?). Keeping record of the interaction ID number made from that call, we return to the store, in which case Ken seems clearly nervous and flabbergasted.

Disappointed and mad, we questioned why he lied to us. Yes, I even said out loud that he wanted to keep his commission. He denies it and said that the authorization center he called said it was 42 minutes. Either way, we cannot tell what the truth is anymore, and his hostility and attitude was not helping (he slammed the phone a couple of times making calls).

My friend ended up getting the contract cancelled, but not without having to pay a bullshit $75 restocking fee. According to my friend, this is a cash grab by dealerships since corporate Rogers stores do not have such a thing.

All in all, lesson learned. Fuck Digital Communications, and fuck Ken Mak. It was a very unprofessional experience that costed my friend and I two hours of our lives. We both had to go through a lot of trouble, and we feel that there are probably others out there that have been treated this way.

Why did your friend sign up in the first place without thinking it through?

So, what is the official time limit on breaking a rogers contract? 6 minutes?

This is why car dealers have "cool down periods" in their contracts. Protects fools from making rash decisions like this

He didn't know that I could get him a much better plan through a friend.

30 minutes.

Original post has been updated for more clarity.

dude.. get ur $75bux back.. there's no such thing call RESTOCKING FEE on cellphone because all they do is do a wipe on the phone and try to sell it as brand new again anyways. it doesn't matter if they are corporate or private. tell them to show you on the receipt where does it say SUBJECT TO "Whatever they want to charge" restocking fee. Demand to talk to the manager if there's one if not email their head office and stuff... $75 restocking fee? lol what? that's almost half of what they company woulda got paid for the contract from rogers...

also had a piss-poor experience with a digital communications rep in Crystal Mall
i am super picky when it comes to getting defect-free products..especially ones im gonna use for at least 3 years
the rep was super rude...not just from non-verbals but decided to make a snide comment at the end....no way to treat any customers especially ones that has toughed it out with rogers for 15 years
i had to contact the head office to get things straightened out...still didn't leave satisfied at the end.

don't bother with them

Ya try and talk to the manager. There shouldn't be a 75$ restocking fee

Man. Did you get a receipt of the 75$?

Go back and get your $$ back.

I have a friends who sell cell phones at the mall (not Rogers) and they are very sly I would never ever buy from a dealer. if you have to buy from the mall do your own research and know exactly what you want because they always have something that they will push to earn more commission. Or they wil mention fees that shouldn't be paid and call them something else.

I hate dealers. I work in the call center for one of the big 3, and I always talk to clients who were suckered in to buy a phone from a shady dealer. True, as a buyer you have to take some responsibility for your actions, but all dealers care about is commision. You won't know how many grannies I've spoken with who were told to buy an iphone on a 3yr term, when all they really need is a simple dumb phone.

Also, mistake number 1 your friend did was sign a contract. Quite a few times I've told clients its much better to straight out purchase your phone than it is to sign up.

I went to the Rogers store by the bus loop at Metro (which is digital communication as well I believe), I forgot the guy's name but this skinny Asian person was VERY helpful and honest. A 100% different experience from what you had to go through.

I learned long ago to be weary of my people.

He's not skinny, and hes on the forum
hahahah

I'm not talking about joey if that's who you're thinking of lol

dont pretend u know me
HAHAHAH

:ilied:

but im really not talking bout joey

This is just as bad as mobilicity on kingsway and knight. My girlfriend went in to buy a galaxy s3 and a nammed out rep there named felicia ly told her it would be 700+taxes but the phone is supposed to be 600+ taxes. She also said they only take cash or debit. Obviously we knew this ho was trying to scam. So the next day we came back when her boss was there and miraculously it was 600+taxes and we payed by visa and the rep serving us was none other than felicia ly herself.

Ken said that on the contract he signed it stated there would be a restocking fee. My friend confirmed.. :okay:

Yes, all three Rogers stores at Metrotown are ran by Digital Communications.

I think I know who the guy you are talking about is. Spikey hair? He tried to help me add some extra texts to my plan when I went over last week, very nice guy.

The thing is that there is no head office number for Digital Communications. All my friend can do is give me the numbers to the DARs (dealer account representative), the Rogers reps for DigiCom or some shit. Might give it a go.

I'm overlooking the contract papers they sent my friend via email. Doesn't seem to state a restocking fee.

Lol 75 restocking fee ROFL.

My friend is one of the managers for Digital, and I used to work for FIDO there is no such thing as a restocking fee. It's 14 days no hassle, once I get your phone back(If the phone is under 30mins ofcourse) I'll restore it to factory settings clean it up from smudges and shit and sell it to the next person who walks through the door lol.

Man, you guys got fucked hard and got served with a string of pearls.

This whole ordeal qualifies as buyer' remorse and you should have paid absolutely nothing.

Pretty much. The good thing is my friend was able to give my buddy $400 in bill credits as well as a better plan, so it was all worth it.

We're both just choked at the way we were treated.

Going to call Rogers tomorrow and see what we can do. Going to see if we can get the activation fee waived off as well. Or does that usually stick around?

With Glasses and bear ? kinda funky hair ?

Yes, Asian guy with spikey hair.

Usually when people explain a situation to you then explain it in a "that's just how it is too bad for you" kinda of way. But he looked and it from our point of view and agreed that it was BS and explained how we can go dealing with the situation with Rogers.

Top notch service. I Recommend him despite him working for the same company as this Ken Mak guy.

write a letter to CCTS, explain your situation. you will get a call from "Rogers - office of the president" within 48hrs. 10/10 times they will refund you.
link: https://www.ccts-cprst.ca/en/complaints/complaint-form