90 min wait time to speak to customer service to redeem fido dollars

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I'm a Participant Level 1
I'm a Participant Level 1

90 min wait time to speak to customer service to redeem fido dollars

I logged onto my Fido account and tried to redeem Fido dollars.  It told me to call customer service.  Customer service told me that "we are unable to take your call".  I went to flagship store on Robson Street in Vancouver.  They told me to call customer serivce.  I have now been on hold for 30 minutes of an estimated 90 minute wait time.

 

I have been a Fido customer for 10 years.  I have been earning Fido dollars for close to 10 years.  You are ending a customer loyalty system without allowing customers to redeem.  This is an unfair and improper process.

 

Your response and the timeliness of your response will greatly influence who my carrier is for the next 10 years.

 

**Edited to add labels

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Re: 90 min wait time to speak to customer service to redeem fido dollars

Welcome to the community @90_Min_on_Hold! Smiley

 

Sorry to hear you we're having issues redeeming your Fidodollars! We have been quite popular lately hence the delays in our response. As UncleMomo mentioned, we notified our customers a while ago either by text, e-mail, invoice or on the website about the Fidodollars phase out. We replaced it with awesome perks such as Spotify Premium, Daily Vice and FidoRoam which can be redeem immediately. We definitely don't want to see you go however. Let us know if need help and we will send you a PM. 

 

 

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I'm a Participant Level 3
I'm a Participant Level 3

Re: 90 min wait time to speak to customer service to redeem fido dollars

I've been on hold for over 45 minutes now... if this post is true, I'll be here for another 45 minutes...?? Yikes...

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I'm a Contributor Level 1
I'm a Contributor Level 1

Re: 90 min wait time to speak to customer service to redeem fido dollars

Did you know that many companies purposely keep you on hold, diconnect your call, give you the run around on purpose, so that you just get frustrated and give up? Give up on redeeming points, or getting a better deal that is. They can save money. There was a recent news story about this issue. Company insiders interviewed. It really is a shame. Of course, I do not know if that is what is happening with Fido.  However, I experienced losing allot of money worth of points while I was experiencing similar problems as you have with Fido.  When I posted my concerns on here, I would get customer service reps appologizing and telling me that they would fix the problem and would PM me directly.  To date, I have not had anyone PM me, or resolve the issue.  Smoke and mirrors?

 

The past 3 days, I have been calling customer service to ask a simple question about my plan.  Hold times are 45 to 60 minutes. Disconnected as well. I finally got through to someone today. Nice fellow, but very poor English. Difficult to understand him.  

 

I've been with Fido since the company started.  It's a huge disappointment the way that I have been treated in the past year. I am activly looking for another cell phone provider.  

 

Good luck to you and have a nice day. 

 

 

 

 

 

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Former Moderator
Former Moderator

Re: 90 min wait time to speak to customer service to redeem fido dollars

Hi @GKL

 

I can assure you that the wait times are not on purpose; we really are experiencing a much higher volume of calls than usual.

 

That said, I've sent you a PM. Cheers!



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I'm a Participant Level 3
I'm a Participant Level 3

Re: 90 min wait time to speak to customer service to redeem fido dollars

I've been with FIdo, too, starting around 2002-2003. I had a brief gap while I was working in another country.

 

I have had some long waits times, but not unexpectedly. 

 

I found two alternatives: call back feature, and Facebook Messenger,  Both have been very useful for me. This forum is not an actual customer service option, it is just a online community. 

 

Also, over the past 5-6 years my plan price has come down by 30% and my data has more than doubled. Good luck finding a better value provider Happy

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