I called Roger's Communication to ask about the ZTE MF668 Rocket Stick they offered for wireless internet mobile connections. This particular rocket stick was advertised on Roger's website as plug & play with nothing to install on the computer. I explained to the sales representative, Kris Korpinen that I needed it for a company laptop that I didn't have administrative privileges for and couldn't install or download anything on. Mr. Korpinen told me that the ZTE MF668 didn't require anything to be installed, so I ordered it. We also discussed Roger's virtual private network package because I required external access to my company's VPN.
Roger's has a policy that wireless hardware must be returned within 30 days of the device being activated. It was activated on November 2 and sent out by UPS for delivery. I was away in the U.S. And the device wasn't delivered until November 9. I have the UPS tracking to prove it. The device was plugged into the laptop and immediately brought up a window that said that I had to install the device manager. I attempted to get around it, but it wouldn't let me.
On November 23 I contacted Roger's Communications to tell them that the device wasn't doing what I was told it would do. I was transferred to support and I explained the situation. Rather than being told to return it, I was told to contact the manufacturer, ZTE to find a way to use the rocket stick without having to install anything. I immediately sent an email to ZTE to get the information.
On November 24 I received an email from ZTE that I was correct, that there was no way to use the rocket stick without installing the device manager.
On December 11 I called Roger's again to tell them that the device wasn't going to work for me and I needed to return it. I was told I couldn't because it was beyond the 30 days from the device activation. I didn't realize the device was activated seven days before I even received it. I explained again that I had contacted Roger's within the 30 days to tell them the device wouldn't do what I was told it would do, but I was told it didn't matter. When I refused to pay and asked for a supervisor, I was transferred to Customer Relations. After going through all of the details again I was told that I would have to pay a $400 cancellation fee and one month's service fee. The representative told me I could keep the device because they were making me pay for it anyway. When I insisted I would go to court rather than pay he attempted to get me to switch the account to a cellular phone. I refused and am waiting for them to start their collection so I can get them into court.
This company has despicable customer relations and business practices. They obviously will say anything to get the product out the door. Once you have it they will use whatever loophole they can find to make you pay ridiculous fees. I will never buy anything from Roger's again and plan to relay this incident to everyone I know so none of my friends or co-workers get stung by this company.
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