Rogers Reservation System: iPhone 4S update
By: calendar iconOctober 13th, 2011 a 8:09pm

Many of you have been asking for an update about when you’ll get your iPhone 4S that you reserved through our Reservation System. Some of you have asked about how you’ll be notified, when your iPhone 4S  will arrive in store, and how we will manage inventory for this great new smartphone.

We are allocating inventory to the Reservation System.  We are excited to tell you that we have begun fulfilling reserved orders and we will continue to ship reserved orders as inventory becomes available from Apple.

When your device is ready to ship, you will receive an email from us with a link to track your shipment until it arrives at the store of your choice.  If you don’t get an email letting you know your device is ready this weekend, fear not, you’re still on the list. By being on our reservation system you don’t have to line up or look for stores that have an iPhone left.  Keep an eye on your email starting early next week. We’ll send you an update on your place in line.

Remember you can always check where you are in line and the status of your reservation by visiting rogers.com/myrogers.

We know that some of you may choose to go to a store to try to get a smartphone this weekend. That’s okay too, because your $40 reservation fee is totally refundable. All you have to do is cancel your reservation and we’ll give you back your $40.

We’ll continue to keep you updated.

UPDATE: (October 16, 2011, 5pm): We have now shipped thousands of devices and many of you will soon receive a notification that your device has been shipped. We continue to receive more inventory and have put extra staff in place so we can get the devices sent out as quickly as possible.  At this point stores are selling out. But since you have reserved a device you are guaranteed to get one without having to line up or phone to see if there are any available. To track the progress of your reservation you can log on to MyRogers.

Mary is a regular contributor to RedBoard

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  1. Asi G says: October 14th, 2011 a 12:18pm

    Melanie,

    i wanted to clarify something, the eligibility tool shows all of us an additional $50 on top of the cost of the phone which we get back as mail in rebate. i spoke with customer relations at Rogers and the rep said that they only do the rebate on blackberry and other smartphone but 100% never on the iPhone! she was very clear and made notes on my account just in case that there is no such thing as mail in rebate for iphone and the cost for example for 16gb iphone 4s would simply be $159. can you confirm this? i have seen many posts here contradicting what the CR rep told me. even when i told her that their own tool states this and shows 209 instead of 159 she kept saying its wrong.

  2. Andy says: October 14th, 2011 a 12:21pm

    @RogersMelanie – He doesn’t. Please read above. We have the same model/order. Not looking good for Rogers right now.

  3. Gwen says: October 14th, 2011 a 12:30pm

    I ordered mine through the business reservation page and I am order queu 28/392. I have beenn sitting on that number for a week now. What does “processed (activation)” mean?

    • RogersMelanie says: October 14th, 2011 a 2:08pm

      Hey Gwen, this means the shipping process has begun. Watch out for an email with the tracking number etc shortly.

  4. Marc says: October 14th, 2011 a 12:44pm

    After finding out that my iPhone was going to cost $269 + $320 +35 for a total of $625, I immediately cancelled my reservation. I contacted Rogers and asked them if I should have to pay $320 more the phone, or should I move all my services (totalling $3120 annually) to another provider. The response was that I could do what I felt was necessary.

    A very, very bad business decision. As long as I can keep my phone number, I will move all my services to somewhere else that appreciates that 3 Grand. If you think about it, if I have to sign a 3 yr contract for the services elsewhere, I will spend $9360.

    Rogers, even I can see how stupid that is.

    I’m sure Bell would like to make $9360 from me.

  5. Andy says: October 14th, 2011 a 12:55pm

    @RogersMelanie – I just talked with my store where my reservation should have arrived. They don’t have mine (even though I was close to the front of the line nationally).

    I asked if I could just buy a phone from her and cancel mine. She just told me many have tried all morning and the system would NOT ALLOW PEOPLE WITH RESERVED IPHONES TO BUY WALK-IN VERSIONS.

    Can you please check on this and update us? It would be unfortunate if this were the case. You’ve locked us into a reserved phone that hasn’t arrived and we can’t walk in to upgrade.

  6. Jay says: October 14th, 2011 a 1:02pm

    I walked into a Rogers store this morning and picked up a 32GB Black iPhone 4S and was in and out within an hour – only took that long because rogers computer system was really busy and slow.

    I was 1550 on the reservation system. Useless.

  7. Simon says: October 14th, 2011 a 1:03pm

    Well Rogers failed us,
    switching to mobilicity, i’m not gonna take this bull, mobilicity has a 25$ unlimited plan compare to roger plan which is over 60$, prove me wrong.
    no wonder they have it so obviously stated that you can cancel your reservation,
    if a person in the double digits can’t get one yet, why even reserve one in this scam of a system.
    I don’t mind waiting but, the lack of response ahead of friday and lack of progress made me lose my trust in rogers, seriously.

  8. Colin says: October 14th, 2011 a 1:04pm

    I went to the Yorkdale store today and lined up at 6am to get an iPhone 4S. I got in there and there was stock avaialbe! When I went to do a hardware upgrade there was a “glitch” in Rogers back end system which would not allow the agent to process my hardware upgrade (despite the fact I had the email from Rogers confirming my upgrade eligibility). Needless to say I left the store without my iPhone 4S set-up and I can’t even use it yet, it still in the box :(

    EPIC FAIL ROGERS. EPIC FAIL.

  9. Todd says: October 14th, 2011 a 1:04pm

    Mary and Melanie. A thankless job huh? Kudos for handling so well. Unfortunately looks like these impatient people don’t understand what reserve and pre-order mean. At last check I was in progress and think I can last a few more days with my 3G lol

  10. Jon says: October 14th, 2011 a 1:14pm

    Called the store to cancel my phone, they said I had to call Rogers to cancel it. I called Rogers, they said I had to call the store.

    • RogersMelanie says: October 14th, 2011 a 3:14pm

      Hey Jon,

      Depends on what status you’re at with your reservation. If you’re ‘in progress’ you need to just let the store know you don’t need it any more. If you’re at ‘open’ you can do it online. The $40 fee is refunded automatically once the device is shipped so you don’t need to worry about that.

  11. Ted says: October 14th, 2011 a 1:29pm

    Mine was delivered to my desired store in Hamilton at 930 this morning…..very quick turnaound time. Rogers did come through in the end.

  12. George Guerrette says: October 14th, 2011 a 1:35pm

    To quote Seinfeld, it appears that Rogers knows how to take a reservation, they just don’t know how to HOLD a reservation.

    I reserved last Friday and was at around the min 3,000 point. I figured that, assuming Rogers has probably received tens of thousands if not hundreds of thousands of iPhone 4Ss, I could go into my predesignated Rogers store first thing Friday the 14th (today) and get my phone.

    Imagine my surprise when the manager asked me what iPhone I wanted, to which I replied,
    “16GB black”. He responded, saying that “we have lots of those”. I said that was great, adding that I had reserved mine last week through Rogers’ system. It was then that he told me that the ONE reserved for me has not arrived and may not arrive for a few days. Asking him why my (and others) reserved iPhones aren’t part of this store’s initial; shipment, he told me that the inventory for the retail stores and for the reservation systems ARE SEPARATE!

    What. The. HELL??

    So, the only benefit of this reservation is that I can save myself from sitting in line… and yet, I may not receive my phone until WELL AFTER the heat’s blown off this weekend for the iPhone.

    That is just plain STUPID.

    Thankfully, the manager said that I can take an iPhone from their stock right now and they’d cancel my (worthless) reservation. Fine. So, the CSR tried to log onto the system and — SURPRISE! — the database is screwed… this, by the way, is their “Loyalty Customer Database”, as I have been a Rogers customer for eighteen years.

    Gee. What are the odds of that happening?

    So, by purely stupid design, Rogers has created a reservation system — giving customers a number in que — that DOESN’T WORK like a NORMAL reservation… and then, just by pure dumb luck — despite the fact that Rogers has already experienced the avalanche of activations with Apple’s phones several times already and should be prepared — their “Loyalty Customer Database” is screwed.

    This all just plain SUCKS and takes customer satisfaction to a new low for me. And, given that Rogers and Bell are effectively the übermiesters of mobile telephony in this country, I’m sure Bell is no better. Dealing with either of them is like trying to function within the decrepit dysfunction of the dying days of the Soviet Union.

    Rogers? You suck and you kill my inner child.

    • George Guerrette says: October 14th, 2011 a 1:53pm

      Oh. Forgot to mention that the CSR at my Rogers store said that he would call me TOMORROW “one way or the other” to let me know if the database is up and running again.

      Bottom line for today: worthless reservation and no phone.

  13. Alan Bradbury says: October 14th, 2011 a 1:40pm

    Roger’s Reservation system: Futile and Meaningless

    Phone reserved 7:20am Friday OCT 7th: #851 in cue
    Rogers rep at desired store “No phones shipped today…maybe in a week or so”

    Already called about cancelling my accounts.
    I hope Ma Bell knows what “reservation” means

  14. Bruce says: October 14th, 2011 a 1:45pm

    Just drove down to my local Rogers store and put my name on a list and told to come back in about an hour to get a 32GB Black model – the same one I wasted my time ‘reserving’ for the exact reason of not having to wait in a line on launch day. Rogers, explain to us what the point of this ‘reservation’ system was if not to ensure that we would receive the iPhone 4s before those who just showed up?

  15. RS says: October 14th, 2011 a 1:45pm

    Just a heads up for anyone near Owen Sound, (Ontario). Both the Rogers and the Wirelesswave stores have plenty of iphones in stock. I took a chance and popped in at 10:30 and each store had only sold one each so far. No line ups, in and out in about 15 minutes with my new phone!

    I started at 108, then dropped to 63 and was still processing this am. Sorry Rogers, but your “Reservation” system was a complete fail.

  16. Adam Bacsalmasi says: October 14th, 2011 a 1:53pm

    I was originally 332-ish last Friday. If I would have known waking up at 6am would have gotten me nothing, I would have gotten up today at 6am, gotten in line, and gotten something. Bad commuication skills for a communication company.

  17. poser says: October 14th, 2011 a 1:57pm

    do you lose the $40 in any situation regardless of picking it up or not?

    or is it refundable, don’t matter what.

  18. ben says: October 14th, 2011 a 2:25pm

    WOW. If I had jumped in line this morning at an Apple Store, I would have been out with new iPhones in around two hours.

    Meanwhile, my RESERVED phone hasn’t even left the warehouse.

    If this is a joke, then what’s the punchline?

  19. Aaron says: October 14th, 2011 a 2:45pm

    If I go to a Rogers store for the iPhone 4S, and decide to purchase, with no-contract, although I still am currently in a contract, do I pay for the phone right there, or is it added to my account monthly bill?

  20. tim says: October 14th, 2011 a 2:57pm

    So I figured that I would not be getting on through Reservation System that is not a reservation system but a hold system, I go in to Future Shop to see if they have any in stock and i was in luck they have’d a few. So we start the paper work and get to the point to where asks for a pin number . There is no pin number on my account now my account is in LIMBO because they can’t process the order.

    I call in to roger at the Future Shop on hold for 40 minutes strted to talk to some some then I get “DISCONNECTED” from the call.

    Meanwhile the Future shop has been on the line with the company that interfaces with rogers for an hour.

    When he is finally told is in ‘LIMBO’ due to rogers system wanting the pin, which I tried to do on the phone and was refused.

    Next i go in to store to cancel the pre order and get my money back, only to be told in store that I HAVE to do it online ONLY.

    So all last night when you where telling people just go in to the store and cancel, now the store says you have to do it online only?!?!?!?

    Let’s see if any one well reply to me or well my post just be Erased off the board again!!

    • RogersMelanie says: October 14th, 2011 a 3:13pm

      Hey Tim, it depends what status you’re at with the reservation for where you cancel. If you’re ‘in progress’ you need to speak to the store just to let them know that you no longer need the device. If you’re still at ‘open’ you can cancel online. In either case, every case really, the $40 fee is automatically credited to your account when the device leaves the warehouse so you don’t need to worry about getting the refund.

      • tim says: October 14th, 2011 a 3:27pm

        it is in ‘in progress’ been there all week. the employee showed be his computer that said all order to be canceled though online only, I even refereed him to this board which he replied they were told this morning via there store computer’s and thats what he has to follow that store was the one at 1225 Wonderland Road N., London. May be some one should let them know?

        What about the pin number issue can you find any more info on that for me? thats my real issue

        • RogersMelanie says: October 14th, 2011 a 3:54pm

          As you’re already ‘in progress’ the shipment has begun meaning they can’t pull it back so to “cancel” by the traditional sense can not be done. So in that respect, yes, it must be done online before it moves to “in progress”. By letting the store know you’re “cancelling” it allows that device to be allocated to another person on the list. As mentioned, the $40 fee is refunded as soon as it ships so you just need to let them know you no longer need it. Make sense?

          As for the PIN issue, you’ll need to speak to a rep to get that solved as I don’t have any access to account info/details.

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