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Cellular Phone Forum / Providers / Fido / January 2004Not impressed with Fido's Customer Service/Customer Relations
I made my weekly call to Fido on Monday and to my surprise, the long awaited V60i was NOW available on the hardware upgrade program. I was so delighted. The rep said that because I was so patient the phone will be for free. We've been a Fido customer for over 3 years. I call today, asking for the tracking number of the parcel since it should've taken 2 days to deliver to Vancouver. After a long, 15 minute hold, I was passed on to the customer rep who initially the phone would be $25.00. The same price that was offered at the kiosks before Christmas. The phone however, with a new package would be free or around $5.00. I know others, many from here, who have gotten the phone free or close to free on the upgrade program. Now, she tells me that a mistake was made. The phone was not sent out. The V60i would NOT be for free. If I wanted the phone, it would be $25 as promised. I told her that's rubbish. The phone was in ample supply over Xmas and for free. I could've easily cancelled my account and went that route. I said, I think I should do this now. She said that if I went into a kiosk now, the phone is $150.00. What bullshit!! Even though I WAS being very polite to her, her lack of understanding the english language proved a strong barrier. There was definite attitude in her voice. She mentioned once or twice that she "knows her job". I have no idea why she even brought that up. Of course, she's in montreal and has a heavy accent. Recently, Fido has hired a lot of enept or untrained people in the customer service department. I am not talking about this situation specifically, but in general. The information is often wrong. I have to call them at least 2 times to get the correct answer. Reading this newsgroup, some have also had the same experience. I am not happy with them at all. I am very tempted to leave this dog. It's very competitive right now to join Rogers or Bell. Has anyone had a similar experience and what did you have to do (call or write to whom) to get things satisfactorily resolved? I've had a couple of issues with the CS dept - no worse than any other CS dept though - Telus for example...Left hand doesn't always know what the right is doing. Though they've been quick to fix anything that they can - so I'll give them points for that. j > I made my weekly call to Fido on Monday and to my surprise, the long > awaited V60i was NOW available on the hardware upgrade program. I was [quoted text clipped - 32 lines] > Has anyone had a similar experience and what did you have to do (call > or write to whom) to get things satisfactorily resolved? The cheapest the phone was advertised at before xmas was $25 with new activation. It was temporarily $5 if you were referred(and that was abused by some salespeople so it was removed). It was never free. Having said that, $25 is $25. If you were promised that, then ask for it. (I don't know why the rep would say it was free, I'm surprised you're even getting it as low as $25, the normal lowest price on upgrade is $59 - upgrades on v60i would never be free, unless special circumstances such as spending insane amounts of money were present - insane being many hundreds a month.) > I've had a couple of issues with the CS dept - no worse than any other > CS dept though - Telus for example...Left hand doesn't always know what [quoted text clipped - 41 lines] > > Has anyone had a similar experience and what did you have to do (call > > or write to whom) to get things satisfactorily resolved? Fair enough. Had I not visited this newsgroup, I would have never known that Fido was giving away the phone for less than $50 under the hardware upgrade forum. So, they were doing it, but apparently, not to everyone. Had the price not been reduced, we probably would've gotten (as a gift) an unlocked phone from overseas instead. > The cheapest the phone was advertised at before xmas was $25 with new > activation. It was temporarily $5 if you were referred(and that was [quoted text clipped - 6 lines] > circumstances such as spending insane amounts of money were present - > insane being many hundreds a month.) Call back and talk with retention, if your note satisfied w/ that result, ask for a coach. > I made my weekly call to Fido on Monday and to my surprise, the long > awaited V60i was NOW available on the hardware upgrade program. I was [quoted text clipped - 32 lines] > Has anyone had a similar experience and what did you have to do (call > or write to whom) to get things satisfactorily resolved? Anyone calling CS weekly, as you claim, is abusing the system. That kind of service is expensive. A low cost provider like Fido can't afford you. Brendan > I made my weekly call to Fido on Monday and to my surprise, the long > awaited V60i was NOW available on the hardware upgrade program. I was [quoted text clipped - 32 lines] > Has anyone had a similar experience and what did you have to do (call > or write to whom) to get things satisfactorily resolved? That's just your opinion. The CS reps even said to call back every week since they don't know *exactly* when the stock will arrive. : Anyone calling CS weekly, as you claim, is abusing the system. That : kind of service is expensive. A low cost provider like Fido can't : afford you. : : Brendan |
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