I signed up for a winback offer in December 2009 and moved all my products to Rogers (phone, cable and internet). As part of the promo, I would receive a free HDPVR for me to own in exchange for my current Bell receiver (which I own also).

However, when the installer showed up and hooked up the internet, phone and cable, he said that they only have refurb receivers, and that's what would be installed. He suggested that I go to the Rogers store and get a new receiver there.

I went to the store and they said that it had to be done through the installers. He showed me the promo page in their book and it was there in black and white...fair enough!

I called the Customer Service line and it took me about 1 hour before I could get a hold of someone who could help me. They scheduled an installer for the next day.

When the installer showed up, he asked me what was I suppose to receive. The work order said a single tuner HD receiver. I said that I was supposed to receive a dual-tuner HD PVR. The installer came back 20 mins later with this dinged-up and scratched receiver, and tried to install it. I asked him why this receiver is used when I'm supposed to get a new one. He said that they don't carry new ones, only refurb. On top of this, it wasn't the receiver that I was told I would get (no HDMI, as shown in the quote).

Now, I have to wait until Friday for another installer to come...better be a brand new receiver.

Has anybody had any issues by signing up for this offer...I feel like I'm getting tricked-back, and not necessary winback.

I'm in NB...if that helps!

Thanks!

IF you don't purchase, the equipment is typically refurbished (and guaranteed to operate) by Rogers.

Post edited - see more information below:

He's in New Brunswick - Moto equipment.

Sorry, moved to applicable forum. The Motorola Phase III PVRs like the 6416 have HDMI. Ask for that model and don't accept a 6408 or 6412 with DVI for example.

My other comment in post 2 still applies.

Exact same thing happened to me years ago when they were offering lifetime rental of PVR's to winback customers from *Choice. They sold me on one thing, then delivered a whole different thing (sold me on ON equipment with dual tuner, but yet the dual tuner in NB didn't come out until 3 or 4 years later).

I made a huge stink about it all the way up to the President's office, and since then, I've been treated quite well I have to say... 57 is right, you'll never get new equipment for a "free" winback offer. All they give out are refurbs.

All this to say, complain politely on your way up the Rogers organization and you could land yourself some nice discounts on all your products... Tell them that you feel like you've been baited and switched, not to mention all the install headaches and time it's taken you to try to get this straightened out. And if at first you don't succeed, ask them if there's anyone else that would have more latitude to make this right....if you can get to customer retentions department, that's where the discounting fun begins - but be reasonable otherwise you'll be flagged.

My 2 cents - hope it helps.

P.S. Make sure to scrutinize your first 2 or 3 bills very closely. Expect mistakes - they've always screwed up my invoices when I've added/changed services, including when I had first signed up...

I am happy to report that my issue has been fixed. It took 4 installer visits and roughly 12 customer service calls, but in the end, I did get a brand new PVR.

Essentially, I purchased a new PVR from the Rogers Store which will be credited on my bill.

Although it was frustrating and I was disapointed by Rogers' business promotion, I must admit that their customer service is top-notch. Every agent I spoke with was extremely helpful (although they could not always find the right answers) and in the end, I'm happy that I've made the switch.

There are some mistakes on my bill as anticipated due to the high volume of change, but it's nothing that can't be fixed via a phone call.

Glad to hear it all worked out. IMHO, if their customer service was "top-notch" it wouldn't take 4 installer visits and 12 calls.... I would agree that in most cases the folks are helpful to the extent possible, but having had to do the "12 call thing" myself, it gets really frustrating to spend so much time on (what seems to be) simple issues like backing up what you've been sold on....

Like you said the most important aspect is that it's at least now resolved.