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Don’t blend this at home: Rogers Handset Protection Guarantee Program now live
May 25th, 2010 a 11:22am
You may have seen our post announcing Rogers new Handset Protection Guarantee Program. Today, the program officially launches and to celebrate, we asked Tom Dickson of the famous BlendTec “Will it Blend?” series to help us kick it off.
A recent online study of more than 1,000 Canadians with mobile devices revealed that one in four Canadians have at one time had their mobile device lost, stolen or broken. Causes range from devices being dropped, followed by being stolen, left on public transit and in some cases, had fallen into a toilet, lake, ocean or pool. The report also shows that many of those surveyed feel disconnected, nauseous and even naked when their device is missing.
Rogers new Handset Protection Guarantee Program is helping to prevent the spread of what could be called Missing Mobile Disorder. Customers can rest assured they’ll be covered with a working handset even if their device is lost, stolen or accidentally blended…er…I mean, broken.
No current Rogers devices were harmed in the making of this video.
What do you think of the Will It Blend video? What about the new Handset Protection Guarantee Program?
Miranda MacDonald is a regular contributor to RedBoard.
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LOL that was awesome.. Too bad blending isn’t covered ;) I hope Rogers comes out with a free Blendtech Blender promotion sometime :)
That is so full of WIN!!! Very Awesome. Tom was looking a bit maniacal there for a second.
I remember my wife washing her Motorola RAZR. She forgot it in a pair of jeans. She was really upset.
Glad to see you are focusing on customer service and not dancing hippos. ;)
That was awesome lol
Haha! Awesome. You guys gotta do more videos like this.
Miranda looks great on youtube! That guy ruins the whole video though.
Very funny. I think this is a great move on Rogers’ part to help users with their lost/stolen devices. To complement this sort of service, it would be great to see some software pushed to devices. You would need something that covers the gamut of Rogers smartphones, and it might be worth talking to SmrtGuard. I’ve heard RIM might be implementing their own tracking software, and there are some enterprise-grade solutions as well such as Zenprise.
Also, virus and malware is a hot topic for smartphones these days and it would be awesome to see Rogers be the first carrier to pioneer some high-value software solutions that would protect their users’ private data, secure the network, and provide a tracking solution for lost/stolen devices.
Anyways, my two pennies for the Suggestion Box. :)
Stupid. And it’s “anyway” – NOT “anywayS”
Hi Chris,
So I was going to argue you on this one but I looked it up and turns out, you’re right!
Thanks for pointing this out. I’ll be more conscious of this grammatical error in future videos.
Insane
The program is intriguing but I’m a little skeptical. I think there need to be some concrete examples. For example what are the options if I break my iPhone out of the warranty period? We know the repair costs are higher. Would would the replacement options be? Would a matching iPhone be one of the $0 replacement options?
Hi Chris,
If you break your iPhone out of warranty, you have two options: repair or replacement.
If the phone can be repaired, Rogers will assess the damage, provide a quote and offer a subsidy on the repair costs.
If it cannot be repaired, you can choose a replacement option. You’ll have a choice of replacement options including both refurbished and new devices. The $0 replacement option could be either a refurbished device or a new one but will not necessarily be the same device as the one that you had before. Options are based on available inventory.
Hope this helps a bit.
@RogersMiranda I think the questions come up with the “offer a subsidy”.. It would be more clear if you could lets us know the dollar amounts they might offer. Or is it a percentage of the quote? Just saying “offer a subsidy” could mean $1 towards the repair..
It does somewhat although I would love some concrete examples. I get the feeling that I’m not really going to know the value of this program unless I actually live through it. Although I have an iPhone my question is really the same for anyone who has an expensive phone. You aren’t really going to be satisfied with a low-end replacement. An equivalent refurbished phone at a subsidized price would be a very good option. Frankly anything close to the HUP price is likely a good option.
I’ll give you a couple examples which might help.
The inventory changes regularly and the models available to you are determined by the device you are replacing.
Today for example, a classic phone customer can get a $0 refurbished Nokia 2660 or LG Neon. If they want a new device, they could get a Samsung Hype (A256) for $39.99
Smartphone customers can get a refurbished BlackBerry Pearl 8220 for $0. If they want a higher end device a Blackberry Curve (8520) is available for $219.99.
The subsidy is based on the device you are getting as a replacement and replacement options are based on available inventory.
So for the Curve it’s a little less than have the no-term price. I think that’s very fair.
Cool video. The girl jolting at every loud noise was definitely jokes.
Hey everyone! Thanks for the comments on the video. Glad you’re enjoying it. It was a lot of fun to do. Tom’s a cool guy and the BlendTec folks are great to work with.
Okay, Miranda, I take it back. Blending may be soooo 2009, but it was an entertaining video. :-)
Sounds like a shady marketing ploy to win customers under the false pretense that you’ll give them a free identical replacement if you break your device. I was intrigued by the commercial but you basically get a crap phone or have to pay near full price to get your device back?
Hey Khan,
I posted a comment with examples above in response to Chris that might help explain things a little more clearly.
You’re right though. With the program, you are not necessarily going to get an identical replacement device. Replacement options are dependent on available inventory.
As stated above, today for example, a customer with a classic phone could get a $0 refurbished Nokia 2660 or LG Neon. If they wanted a new device, they could get a Samsung Hype (A256) for $39.99
Smartphone customers could get a refurbished BlackBerry Pearl 8220 for $0 or if they wanted a higher end device, a Blackberry Curve (8520) is available for $219.99.
The subsidy is based on the device you are getting as a replacement and replacement options are based on available inventory.
Hope this helps clarify things a bit.
Does using this effect your HUP options at all.
I am almost done my two years with my Blackberry 9000 which has a non-functioning trackball.
If I use the program to fix my phone or switch to a cheaper model, will have any problems using my HUP for a 9800 in three months?
Hi Brandon,
That’s a good question!
HUP eligibility is delayed by 6 months for customers who accept the subsidy on a repair or replacement device.
Hi Brandon,
Just wanted to clarify my comment above.
A customer who uses the Handset Protection Guarantee must wait a minimum of 6 months to do a HUP.
For example, if they have 2 months left until they are eligible, they must wait a total of 6 months. (Not 2+6 months).
If they have 8 months left, there is no impact.
Sorry for any confusion.
Yotally agree with khan, the commercial is very misleading. My phone got ran over while i was at work and i though wow glad i saw that commercial, but nope im guessing i would have to pay 200+ to replace my bb bold really disappointed with rogers…. again
Kurtis why are upset with Rogers for you letting your phone get run over
I know accidents happen but you cant hold Rogers or any Cell Carrier responsible for your accidents. you’d think with a high end phone like a Bold or iPhone or X10 you would be a lot more careful with it to help it last (my original iPhone (1st Gen is still kicking loud got it off Ebay 1st week it was released in USA so is my Rogers 3G and my new Bell 3GS)
as for Phones that die prematurely from manufacturing this should be up to the Manufacturers to warranty not the Cell Carrier or the Manufacturer can subsidize the Cell Carrier to help you out but come on let it get run over and its Rogers Fault they wont replace it for free????
its Nice Enough Rogers will subsidize a replacement or any type for free or very little compared to full non-subsidized pricing.
great Program and if it wasnt for me getting screwed by 4 days of upgrading the 3G to 3Gs I would still be a happy Rogers Customer going on 15 years but now I am a Bell one im wondering what Rogers if Anything would do to get me back I know I could sign a 3 year and get the iPhone 4 since I have been off Rogers for more than 90 days but possibly help me out of my 2.2 years left with Bell by offsetting Contract break prices on my Rogers Bill so I could pay Bell would be nice way to get me back
Miranda you looked great on the Video ! any idea’s if I can be “won” back to Rogers I do miss the much nicer Customer Service and better Billing Practices? if unable to help on this board you could always email me using the email I posted with
thanks
Hi Kurtis,
Thanks for your feedback on the commercial. The program is designed to keep customers connected in the event of a lost, stolen or broken device. The subsidized replacement options are dependent on available inventory. While we will replace a lost/stolen smartphone with another smartphone, it is not necessarily an identical device.
Hi,
I had my brand new 3GS iphone stolen last week and was told that iphones were not part of the replacement program. I was told a replacement refurbished 3G iphone would cost $549. I have been a loyal and long-term customer for over 10 yrs and find this price absurd considering a new customer can sign up and get a brand new model for $199. In addtion, I can’t even cancel my data plan now that I have no use for it without incuring a $100 penalty. Is there a chance iphones will be added to the replacement inventory once the iphone 4 is released?
This is why Rogers is so frustrating. Early on in the comments I specifically mentioned I was an iPhone owner but wasn’t told that this program didn’t apply to me. Miranda did post some good examples using other phones and I figured that the same would be true for the iPhone. Rogers needs to post very clear rules for this program. The wait until you phone in is total crap.
Hey Chris,
The available inventory for the program changes daily so it would be impossible for me to guarantee iPhone customers that an iPhone (or any other specific smartphone) would be available as a replacement option. That’s why, when a customer has an out of warranty issue, they need to talk to a Rogers rep to discuss the possible options.
I do appreciate the feedback on the program though and will pass it along to the team.
Again more clarity is needed. Is the inventory of phones you are drawing from limited to refurbished ones? From what you’re saying it sure sounds like it is at least for the expensive phones.
I think people are really going to expect to be able to get a replacement phone that matches what they have. At the high-end phones aren’t interchangeable. Particularly with smart phones. There is a high degree of brand loyalty.
Do I expect there to be a cost involved with getting a matching phone. Sure. Should it be the full non-subsidized price? No. Should it be as low as the HUP price? Maybe. Should it be tied to length of service? Maybe. In any case if you can’t guarantee a matching replacement then I don’t think this program is well designed at all because it over promises and under delivers.
I thought this was a great program but now I’m feeling like it isn’t anything that I could rely on. I’m disappointed. Rogers does some great things. Recently I’ve been making great use of tethering and been taunting my American friends with it. Rogers has been a real market leader. Then Rogers turns around does some really terrible things (the Quick Start Guide fiasco comes to mind). This guarantee program is turning out to be somewhere in between.
Hi Chris,
Appreciate your feedback on the program. Perhaps I can help clarify a few things. (Also, you may want to check the post from May 12: http://redboard.rogers.com/2010/rogers-offers-handset-protection-guarantee/ It will help clarify some details not covered in this post or video)
Customers will have a choice of replacement options including both refurbished and new devices. Customers will always have at least one $0 replacement option which could be either a refurbished device or a new one.
The main goal of this program is to keep customers connected with a working handset in the event of a lost, stolen or broken mobile device.
So yes, you’re right. You may not be able to replace your stolen iPhone 3GS with an identical iPhone 3GS, however this is the only program in Canada that will offer you a variety of subsidized replacement options for out of warranty device replacements. Basically, you’re guaranteed that you won’t be left without a phone if it’s lost, stolen or broken.
PS – glad you’re enjoying tethering but go easy on your American friends ;)
Hi David,
I responded to your comment on the other RedBoard post. (http://redboard.rogers.com/2010/rogers-offers-handset-protection-guarantee/#comment-4803) However, I beleive you are referring to the same issue so I’ll post my response again here.
I’m sorry to hear that your iPhone was stolen. Definitely a frustrating situation. Smart move to report it stolen right away though, otherwise, you would have been held responsible for any charges on the account.
The program is designed to keep customers connected in the event of a lost, stolen or broken device. The subsidized replacement options are dependent on available inventory. While we will replace a lost/stolen smartphone with another smartphone at a subsidized price, it is not necessarily an identical device. While a replacement 3GS may not have been an option, a data-enabled smartphone would have been one of your possible options so you would still be able to use your data plan.
Check out my comment above to @Khan for some examples of replacement options.
I will pass your feedback on the program to the team as well.
I think this replacement program is such a JOKE.
I called in last monday to place an order for a replacement phone: the LG TU915. Then i got an email the night of saying that it’s backordered. So i waited a week, called back this monday and found out that they “canceled the order” because they had no stock. -_-
So, two days ago a placed an order for the HTC Dream, and now this one is backordered as well. I specifically asked if it was in stock and the rep said yes, and that i would receive it in 3-5 business days, but i guess the same thing’s going to happen again. I’m going to wait a week, and eventually this order’s going to get canceled.
My point is: if these are replacement phones to replace broken/ lost phones, how can you expect us to wait for something that’s not in stock? If it’s not available an order should not be allowed to be placed.
Hi Nick,
If you’re ordering a replacement device through the handset protection program, you should be able to get a courtesy phone while you wait for the new device to come in. The goal of the program is keep our customers connected so they are not left without a phone in the event of a lost, stolen or broken device.
I’m sorry that you were not offered this service. I’ll pass this feedback along to the team.
In the meantime, I’d suggest speaking to a Rogers rep about a courtesy phone to use while you wait for your replacement device to come in.
Hope this helps.
Hi Miranda,
I took advantage of the out if warranty phone replacement from losing my iPhone 3gs. I gone ahead and ordered an htc dream but sent it back about 2 days later because i wasn’t satisfied with the phone. I got an email confirming that Rogers has received the phone and wanted to go ahead and order an iPhone 16g 3gs but the reps said my file info was not reset and may take up to 10 days for my file to be updated and order the iPhone. It’s frustrating because I’ve been getting many different answers from reps saying as soon as we receive the phone my file gets automatically updated and then i could go ahead with another order. I’ve also been told the iPhone has been sent out but I’ve never even ordered it. What is going on!? So how is having me “staying connected” important to Rogers when I’ve been disconnected for almost a week paying over a hundred dollars a month in phone and data?
Hi Jeff,
Sorry you’re having issues with the program.
I’ve emailed you to get additional information. I’d like to help.
Are iPhones 3gs included in the replacement inventory now?
Hi David,
Available inventory in the program changes daily so I can’t say for sure whether an iPhone 3GS would be a replacement option or not.
What I can tell you is that if an iPhone 3GS is one of the possible replacement options, it is not a $0 option. However, there will always be at least one other smartphone available for $0.
If this program is to be of any use, then it has to provide a reasonable solution to people.
Smartphones are not equal.
People who depend on their blackberry require a blackberry
People who depend on an iPhone require an iPhone
Andriod, etc.
It is one thing to not be able to provide the exact same phone for $0 dollars, but for this program to work reasonable options must exist.
For example, a refurb older model, say a refurb 3G 8gb is a far more reasonable iPhone replacement for a broken or lost iPhone4.
Than any “data enabled smartphone”.
As long as Rogers is able to quickly provide a replacment phone that meets your needs, and they are doing something to take away the sting of a full non-contract price, then the program is great.
But if it does not work, and you cannot get the phone quickly or are forced to a different type of “data enabled phone” then the goodwill the program has presuably been designed to create will disappear.
Hey miranda,
I’m a smarphone user that is in need of a replacement phone. If i meet all qualifications, what are some current smartphones that are available for $0?
Hi Joe,
I don’t actually have access to that information.
I suggest you call Care or go into a Rogers store. They’ll be able to tell you your available replacement options.