Monday, September 24, 2012

FIDO dont seem to care if you complain

Location: British Columbia, Vancouver
Industry: Telecom
Annoyed By: FIDO


Hi anyone who cares to listen. In a nutshell, my wife and I are having some issues with FIDO regarding the pre ordering of the iphone 5. Basically my wife gets an error on the web site when trying to order although it worked fine for me. I'm an IT guy by trade so I figure that he account need resolving. No fuss you would think. After two phone calls to FIDO. Each one taking 30 mins to be picked up, we got nowhere. We were told that there is no manual procedure for pre ordering the phone, it has to be done via the website (Again, as an IT guy I am thinking hmmmnnnn really).

So as my wife cannot order the new phone I have cancelled my phone order and we have both ordered via Telus.

However I felt Justified to complain so I wrote this email.

My Complaint
"I wanted to let you at Fido aware that its fairly likely that myself and my wife will cancel our accounts at Fido.
We both have had iphones for the last three years on $100 plans. Therefore we are worth $7,500 to Fido over a three year period which we have both just completed.
We have been happy with the service up to know. However I have reserved my iphone 5 and my wife gets an error message when trying to access that page.
She has tried numerous times to accomplish this. She has talked to customer support (waiting 30 mins for Fido to answer) to be told to try again the next day.
The next day she tried again and unsurprisingly this did not work. She rang Fido once more (this time the waiting was less, only 18 mins this time). Once again she was told to try again. At which point she was demanded to speak to a supervisor who was eventually unable to help.
All we want to do is pre order her iphone. It seems that Fido have no manual way for a customer to pre order a phone other than a web site that is not working.
This is just too much
We will try once more tomorrow, morning. However if she cannot order her phone we will go to Telus. Telus are guaranteeing delivery on 5th October. The plan is much less that Fido.
I want my phone and my wifes phone to be handles by the same company.
If Fido are not capable then I will find another company who are.
Please let me know what you plan to do about this. However, if after lunchtime tomorrow then we will have moved over to your cometitor."

So as you see I sent a polite email without too much angst which is I think the way to go. Bu the way when you post a complaint email to FIDO they tell you that they will respond in 24 hours.

So 4 days later I recieved an email. I see this reply as a message to all customers that FIDO do not care. I would guess that somebody did not in fact read my complaint. Anyway have a look for yourself and see what you think.

For my part Telus is the way to go as I cannot be a customer of an organization like this.

The Reply
Thank you for visiting our website and allowing us the opportunity to assist you. My name is Chloe.

Rest assured that we sincerely regret these unusual waiting times.

Our current promotions and the launch of new phones and services are primarily responsible for many of the requests we are currently receiving. As a result, we have also received an increased volume of e-mails, which explains this delay in responding to your message.

I am sorry to learn that you are considering cancelling your Fido service. However, I cannot fulfill this type of request when it is received via e-mail. f you want further assistance regarding the possibilities Fido may have to assist you I invite you to contact Fido's Customer Relations group. You may reach us at:

- 1 888 481-3436 (FIDO) from any phone in Canada or the U.S.
- 1 514 925-4590 from outside Canada and the U.S. (we accept collect calls)

Representatives are available weekdays from 8 AM to 9 PM and weekends from 9 AM to 5 PM.
The termination of your Fido service is effective 30 days following your termination request.
If you are subscribed to a Fido Agreement and choose to interrupt the term, an early termination fee may apply.

Thank you for your understanding.

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