Fido customer service down

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felixcct@yahoo.com - 02 Jul 2005 00:39 GMT

Anyone know what's up with Fido customer service today?
All day today, when I call *46 I get a busy signal. When I call
866-923-3436 and get the voice response system, I can make an initial
menu selection, but then I get either a busy signal or "that number is
not in service" in French. When I call 888-481-3436, I get the voice
response system announcement, and then a pause, then "...sist you with
your account." <click!>.
Does this mean that Fido no longer employs enough people to have anyone
present on long weekends to fix their automated systems?

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Joseph - 02 Jul 2005 16:32 GMT

>Anyone know what's up with Fido customer service today?
>All day today, when I call *46 I get a busy signal. When I call
[quoted text clipped - 5 lines]
>Does this mean that Fido no longer employs enough people to have anyone
>present on long weekends to fix their automated systems?

Couldn't say, but *trying* to use their IVR (voice response) system is
a freakin' joke! They tell you to say "agent" to be connected to a
real person but all you get when you say that is a response of "I
didn't get that" "I didn't get that" "I didn't get that." If you
press 0 trying to cut through to a real person "that function is not
supported." It's the most f**ked up IVR I've ever used. And BTW if
you by chance *do* get "transfered" to a person you can wait over 1.5
hours before someone will come on the line. Not only is that screwed
up but if you should happen to call when they're closed they don't
even have the courtesy to provide you with an English language
recording of that condition. AFAICS Rogers (in the guise of Fido) has
gone straight down the crapper. Their reception in Vancouver has
turned to crap and their "customer service" is basically non-existant.

- -

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nobody - 02 Jul 2005 18:45 GMT

> Couldn't say, but *trying* to use their IVR (voice response) system is
> a freakin' joke!

I am in montreal, and I have yet to envounter that IVR system. Perhaps because
my profile is of a french language customer. If they impose that crap on me
and "0" does not work, they will get an earful.

It is bad enough their web site doesn't work for me because it is so full of
html errors and gratuitous javascript designed for widnows, if they make their
phone system ususable, that is going to be terrible.

> Not only is that screwed
> up but if you should happen to call when they're closed they don't
> even have the courtesy to provide you with an English language
> recording of that condition.

Back in 1997/1998 timeframe, they wouldn't even say their offices were closed
and kept telliing you that an agent would be with you shortly and please hold

:-) (after that, they went to 24 hour services and when finances went south,

they reverted to short opening hours).

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Harry Eugene Ly - 03 Jul 2005 15:12 GMT

Actually, it is similar to Bell Canada's automated land response. I've tried
to call them for a problem with my landline phone once during their off
hours and got the automated system. The system kept saying "Say 'English' to
speak with someone in English". I kept saying 'English' for 4 times and it
didn't understand. It then said "Sorry you are having problems" and hung up.
When I called back during business hours, the automated system understood
when I said "English". I believe that there is a human person listening and
does all the transferring (to either a English or French CS rep). When you
call Bell Canada's automated 411 service, it is the same (at least when it
was first started a few years ago). The operator is listening in the
background and pushes the necessary buttons. Bell Canada finds this speeds
up the responses so that they don't get people who want to talk and talk to
stay on track and only give the necessary responses.

> > Couldn't say, but *trying* to use their IVR (voice response) system is
> > a freakin' joke!
[quoted text clipped - 16 lines]
> :-) (after that, they went to 24 hour services and when finances went south,
> they reverted to short opening hours).

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Dominic Richens - 04 Jul 2005 14:39 GMT

> Anyone know what's up with Fido customer service today?
> All day today, when I call *46 I get a busy signal. When I call
[quoted text clipped - 5 lines]
> Does this mean that Fido no longer employs enough people to have
> anyone present on long weekends to fix their automated systems?

I used to use *110 to instant-refill my fidomatic account but now I get a
message that "This service is no longer available...". So I tried the *46
which used to be quick because I'd memorized the menu hierarchy, but now I
have to wait for it to spell out all the options and say "that one" at the
right time. Hardly "instant" anymore.

Then at the end it can't refill my account and drops me into a 15 minute
queue for a drone. Trying to instant refill from the web site fails
equally.

Obviously the IVR system is a complete failure and the CSAs are overloaded
because they have to handle everything manually.

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Dominic Richens | dominic@alumni.uottawa.ca
"If you're not *outraged*, you're not paying attention!"

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Dominic Richens - 04 Jul 2005 14:58 GMT

> Obviously the IVR system is a complete failure and the CSAs are
> overloaded because they have to handle everything manually.

I am on the line with a CSA right now - apparently my credit card expiry
date didn't get transferred over to the "new system". Fair enough. Now
that it is in, she offered do walk me through the new IVR to
"instant"-refill my account. After two failed tries (taking about 4
minutes) she has now put me on hold :))

She's now come back having refilled my account.

Hmm, time to get that cheap Bell Mobility offer through my work...

Signature

Dominic Richens | dominic@alumni.uottawa.ca
"If you're not *outraged*, you're not paying attention!"

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