Internal Email from Rogers re: iPhone

I just received this in my email.

To: #RCI_Cust Care Common; #RCI_Cust Care Wireless; RCI National Customer Care

Subject: News Flash – iPhone 3G Pricing Clarification / Dépêche ? Clarification au sujet de la tarification pour iPhone 3G

 Following the announcement of our upcoming iPhone 3G price plans, we have received calls from customers inquiring as to whether the device can be used on an existing price plan.

The price plans for iPhone 3G have been specifically created to deliver the best value to customers and an optimal voice and data experience. However, if requested, a customer may use iPhone 3G on their exiting voice plan and should be strongly advised to add a data service plan. If the customer chooses not to add a data service plan, please ensure they are made aware of pay per use charges.


Good afternoon,

There has been discussion over the past few days in the news and in a number of blogs concerning Rogers’ iPhone pricing, data plans and term length. To help you address some of these inquiries, please refer to the positioning below (and in the Library). Please feel free to consult a Team Manager or members of the Floor Support Team for added assistance.

How can an existing customer upgrade (HUP) to an iPhone 3G?

Existing customers in their renewal window can upgrade to an iPhone 3G. If you’re a Fido customer, you can also use your FidoDollars towards the purchase of an iPhone 3G.

What happens if I am not currently in the renewal window?

Rogers customers can renew and upgrade before their renewal window but will need to check their individual eligibility status.

Fido customers who are not eligible to renew and upgrade to the iPhone 3G will need to wait until they reach their renewal window.

If the customer asks about ECF or to cancel, transfer to Retention to assist. Retention will not have different pricing or programs with iPhone to offer, but they can track, which will lend support to creating new offers.

So if I signed up for a contract a month ago, you’re forcing existing customers to pay the ECF to purchase an iPhone 3G? Seems like you’re treating new customers better than existing ones.

We are certainly treating our existing customers very well with the launch of iPhone. iPhone 3G pricing is very competitive and as you’ve read, it’s a heavily subsidized mode

As a comparison, please feel free to break down the charges as follows:

The maximum early cancellation fee is $400, the 8GB model is $199, that’s $599. To compare, that’s the original price of the iPhone 2G and this one is twice as fast.

$599 is also well within the range of a variety of our unsubsidized smartphones today (BB Curve $549.99; Nokia N95 is $689.99).

Advice for CSCs: Please spend time learning about the needs of your customer; this will allow you to determine if the iPhone will meet their needs and will deliver true value! Undoubtedly, the iPhone will provide an amazing entertainment experience to users with significant convenience and appeal…in a cost effective manner!

Can I buy the device outright and do a price plan change?

No. iPhone 3G is only available with a 3 year agreement.


iPhone 3G bundles released June 27 are not the ONLY price plans available to our customers, they are the high value plans that allow our customers to use this device to its fullest and offer considerable savings over separate voice and data plans that exist in market today.

As always, our customers have many choices, they can use their existing voice and smartphone data plans if they wish, including for example, selecting from our new data pricing (ranging from $30 for 300MB to $100 for 6GB or $50 Flex Rate plan) and then adding a voice plan that suits their own needs, or they can choose a voice and data plan to best suit their individual needs.

Customers do not need to take the value packs, and can order most other features a la carte, such as $7 for Caller ID.

With respect to existing customers, all customers’ accounts are unique. If desired, customers can keep their existing voice service plan and pick a separate data plan (not in the iPhone 3G bundle) to meet their needs.

They will need to check their upgrade eligibility but any customer with a monthly service fee that is over $30 for example, can upgrade to an iPhone 3G at $199 (for the 8GB model). Other pricing may be available depending on the customer’s individual information.


xxxx on behalf of the Burnaby Leadership Team

I have removed the sender’s name upon request.

Nothing groundbreaking, but more than a few questions being tossed around Twitter seem to get clarified. Nonetheless, it is interesting to read what is happening on the inside.



Previous Rogers Feels Heat on iPhone - Puts on Flip Flops
Next Rogers Responds to iPhone FAIL


  1. July 9, 2008

    Hey Buzz, all I can say is THANK YOU!!! You’ve been the greatest keeping us all up to date on this RIDICULOUS situation.

  2. July 9, 2008

    Buzz, thanks for posting this. It *kind of* clarifies — I’m still confused though (shocking) — They want me to cancel my plan, pay the ECF, and get a new plan? Um, won’t I lose my number, then? And, my current, fairly decent voice plan?

  3. Dan
    July 9, 2008

    I’m on city fido and a rep at a store told me this morning the $30/6GB promo plan might not be available to me, even if I do start paying the system access fee (I’m currently $40 month, no system access fee, and contract can be renewed now until November).

  4. […] was the day the news of the pricing changes at Rogers was announced, and I got my hands on an internal email sent to Rogers staff in advance of the launch that was reposted on […]

  5. matter
    July 11, 2008

    Because I’m a existing customer i wasn’t allow to get an iPhone today . Even. I’m able to do the hardware upgrade. They said only new contract allow to get iPhone we need to wait for new stocks in weeks. Why?

  6. […] following email was sent by Rogers to Cyber Buzz from the Rogers team in Burnaby. It does help clarify a few things, especially since it’s an […]

Leave a Reply