Does Fido actually have supervisors?

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I'm a Contributor Level 2
I'm a Contributor Level 2

Does Fido actually have supervisors?

I have had an extremem degree of technical failures with my phone and have gotten no help from the vast majority of people i call, They create a call for tech support pass it on and it would be closed without anything being done about the problem.  For almost a month i was calling every couple of days and they can offer me nothing, when i ask to speak to a supervisor i usually wait on the line for 40-60 minutes while being told that "its early" "its late" "they are in a meeting" "there are only 3 supervisors and they are busy".

On top of that the notes are often incoherant and contradictory involving myself either elaborating on them for an extended period of time or just being told that that is not what the note says.


All Fido has done to "solve my account problems" Is tell me that my unlocked device is not garonteed therefore i will need to use a Fido device and My Fido device will not work because my account is for an unlocked device.


The next step in filing a complaint is to talk to a supervisor however they will not let me speak to one, if they even do exist.

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Re: Does Fido actually have supervisors?

There are always supervisors present at Fido during our work hours. However, the task of resolving customer issues is the responsibility of the customer service agents, not that of the superiors. Their primary responsibility is to manage the agents that work for them as well as provide coaching and support. That is often why they are not always available to come to the phone to handle a dispute or complaint live.

 

As for the issues you are experiencing, care to specify? Perhaps the community can help.

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I'm a Contributor Level 2
I'm a Contributor Level 2

Re: Does Fido actually have supervisors?

They have been, everything that i was calling about more than every other day for several months was fixed in an afternoon by one person who actually looked into it. I am assuming that your best isnt much as had i not devoted hundreds of hours searching for one person who would actually make a change i would have gotten nothing. and for much of the time i was using a locked Fido device for diagnostic purposes you still blamed the phone.

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Community Specialist
Community Specialist

Re: Does Fido actually have supervisors?

Good morning BRex!

 

Thanks for getting back to us. Sorry it took you this long to get a resolution. 

 

To benefit the community, would you mind sharing the details of the issue you experienced with your phone, as well as the solution? 

 

This would be really helpful for anyone else who may experience the same issue in the future. 

 

Thanks! 



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I'm a Contributor Level 2
I'm a Contributor Level 2

Re: Does Fido actually have supervisors?

As it was explained to me by the man who fixed everything up for me, the problem was that the additional services i was paying for used an old system that was discontinued, the solution was to basically sign me up for the same services that were active. Since i signed up for the plan before the existance of fido dollars, services purchaised with fido dollars could not work. Several dozen people before and after this have however said that my account has been tainted by using an LG Optimus Quantum and thus all future phones and plans will have freak undiagnosable failures up to and including an inability for fido staff to phone me when they say they will. Personally i beileve the first because a friend of mine had a similar breakdown in his service having purchaised a plan in the same year as I did, he however just left as he did not want the confrontation, he was probably smarter than i was. He was using a Samsung Galaxy S3 locked to fido and had not suffered the taint of the Optimus.

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I'm a Contributor Level 2
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Re: Does Fido actually have supervisors?

I suppose it should be pointed out, although i thought it would be obvious, that i do not consider the issue resolved. Fido has decided they can shut down services at any time, an have belittleingly pointed out that its basically by, as they said, "goodwill" that i get anything at all. There is NO WAY to contact a supervisor when they just decide to ignore the problem or just make up some garbage answer that does not even need to make sense because there are NO reprocussions.

No one seems to really be willing to acknowledge beyond an offhand "sorry it took so long" that Fido took MORE THAN A YEAR for a supervisor to contact me, and you still couldn't. The reason i was given? Unlocked phone.

None of this is acceptable, you are not children, I should be able to count on you to fulfill your obligations and promises. If we have a contract you have to uphold your end of it, if someone says they will do something they have to make sure it gets done. At some point in time i want someone to admit to the problems and tell me what will be done in the future to ensure i can get service if i need it. Who can i contact.

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Former Moderator
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Re: Does Fido actually have supervisors?

Hi BRex,

 

That is not how we do things. If you request a supervisor, and none are available at that time, then one would normally contact you within 24 to 48 hours. The phone that you use would not affect our ability to contact you, unlocked or not, and definitely will not taint the account in any way. 

 

That said, I will be reaching out to you by PM to see how we can make this right. 



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I'm a Contributor Level 2
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Re: Does Fido actually have supervisors?

Im not the one saying it, Im the one passing it on. Fido does not guarantee services on unlocked phones is an excuse used for why it took repeated calls after calls after calls with no response followed by the bill suspension. I firmly believe the man who gave me that believed it would be entirely moot because if i had gotten a call in 24 to 48 hours i would have had it for 0 bills. The phone worked just fine , the provider didn't, and the phone was a convenient scapegoat.
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Former Moderator
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Re: Does Fido actually have supervisors?

Hi BRex,

 

Even though we can't guarantee that any of our services will work on an unlocked phone as it isn't configured for our network, I can assure you that the use of an unlocked phone would not prevent us from being able to contact you. 

 

Hope this helps. 



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I'm a Contributor Level 2
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Re: Does Fido actually have supervisors?

What would make this right would be providing me with answers. I have been told in e-mails that the follow up on this is completely confidential and i will never know. In fact to the untrained observer it would look exactly like nothing was done.

Despite their assurances that this is not how they do business and this shouldn’t have happened, it continues to be the way they operate and how they are doing business. Over year ago a Fido representative actually had some faith in this company and basically made a promise that if i couldnt speak to a manager i wouldnt pay a thing. That backfired. in the weeks after they gave up with that and i started calling again i managed to get in contact with exactly zero of them. Getting a call escalated to managers is a necesary step in solving an issue, even if

 

My last e-mail contained these questions:

 

Will I receive any sort of response from fido, specifically anyone in a position of authority as to what went wrong and what can and will be done about it?

Is fido reneging on the promise to suspend my account charges until I am contacted?

Will I ever even get either contacted by or given a name of someone in a supervisory position to allow me to further escalate a complaint?

Is this situation considered resolved and do you consider it resolved satisfactorily?

 

I think i got the worst possible answer to all of them however i question if they were even read.  I have seen no proof that fido has supervisors, despite them being a necessary step in filing a complaint and the staffs insistance that they exist and searching for them is a waste of time. A waste of time i am not interested in continuing. If someone can explain what happened and how it will be remedied in the future feel free to.

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Former Moderator
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Re: Does Fido actually have supervisors?

Hi BRex, I just replied to your email.

 

We're still here to help as much as we can. 

 

Thanks,



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I'm a Contributor Level 2
I'm a Contributor Level 2

Re: Does Fido actually have supervisors?

funny, because it looks no different from avoiding questions and responsibility.

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