Fido Dollars Redemption - Lack Of Customer Service

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

Fido Dollars Redemption - Lack Of Customer Service

I have been a Fido customer since the company started it's business. I've stayed a loyal customer and have reffered my friends and family over the years. Regardless of times in the past where I have recieved terrible customer service, I have still been a loyal Fido customer. Not all the reps I have spoken to in the past were terrible, some were very nice and helpful, so that made up for the bad ones.

 

I am extremely disappointed that I have been unable to use my $129.00 Fido dollars over the past few days, toward the purchase of a new phone and upgrading my plan. I tried to do it online, but kept getting a message that I had to call in, to a CSR to be able to do this. I have been calling for the past 5 days trying to get someone to help me.  I was put on hold for over 30 minutes at a time, regardless of the time of day I called.  After, not being able to stay on hold for long periods of time, I would call back again and again for days. I finally was able to speak with someone today. After spending well over an hour of my valuable time, I was advised that the pricing for IPhones had increased from the other day. A huge hike in pricing. I told them what I have been experiencing in terms of not being able to do a transaction online, and being unable to get through to a Customer Service Rep for days, but that did not seem to make a difference to them. I told them that I had printed out all the pricing and details and had this as proof that I was trying to do this for the past 5 days. They didn't care.  I am shocked at the extremely rude and unprofessional behaviour of the person I spoke with. 

 

My current plan is $40/month. I was trying to update my phone to a newer Iphone and I would be changing my plan to a $90/month plan for 24 months, plus paying an addtional amount of money towards the purchase of a new phone. So, basically, Fido would be making allot more money from me and lock me in for another 2 year contract. Regardless of this, they rejected my request of matching the pricing that was from the other day.  They wanted me to pay $200 more then I would have paid the other day. So, where exactly is my savings? What is the point exactly for me to pay $200 extra today just to be able to use my $129 Fido dollars? I don't use allot of minutes or data on my plan as it is, yet I was going to upgrade my plan so I can upgrade my phone.  Overall, it would be cheaper for me to just go to Apple and buy an unlocked phone from them, and stay on my cheap $40/month plan.  

 

Fido Rewards can't be used for much, since there are so many restrictions. I can't buy a phone from Fido without upgrading my monthly plan either. I feel like I got robbed. It's awful after spending so much time and effort trying to reach a CSR for days, then being spoken to so rudly, then just having to waste my $129.  Now, I have decided to look into other service providers.  After being a loyal Fido customer for years and years, I will be leaving them.  It's really too bad that they were not willing to do something about this. On top of that, the fellow I spoke to was very rude to me.  Such a disappointment. Shame. 

 

 ***Edited to add Labels***

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Community Specialist
Community Specialist

Re: Fido Dollars Redemption - Lack Of Customer Service

Hi @GKL & welcome to the Community!

 

I'm sad to read of your recent experience. Sad We definitely don't want our reps to be rude or unprofessional towards our customers.

 

Let me know if you'd like to go over your options together, and I'll send you a PM.



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

Re: Fido Dollars Redemption - Lack Of Customer Service

Hi Stephen,

 

Thank you for reaching out. I appreciate it.  I'm not really sure what you can do though. Today is the last day to redeem my points, unless it's possible to give me an extension so I can get a chance to look into this further. I've spent so much time over this, and I'm currently dealing with serious health issues. In and out of hospital. My priority is to get healthy. I don't see what else I can really use my points for, and I really wanted to get the IPhone 6S as an uprade. Though the price went up significantly over the time I've been trying to get some help with this. It's not worth the extra money to get into at this time. When I add up the costs with the the 2 year plan, there is no real deal, even with the Fido Dollars. Sad

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

Re: Fido Dollars Redemption - Lack Of Customer Service

Not sure why it says that this situation has been solved. Nothing got solved. Nobody got back to me and no one sent me a PM. Shame on Fido. 

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Moderator
Moderator

Re: Fido Dollars Redemption - Lack Of Customer Service

Hey @GKL.

 

Sorry that we couldn't get back to you right away.

 

I'm sending you a PM now to get this looked into Smiley 

 

Talk to you soon.

 

 



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

Re: Fido Dollars Redemption - Lack Of Customer Service

Hi Kenny,

 

I have not recieved any PM from you or anyone at Fido. 

 

Thanks,

 

 

 

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Former Moderator FidoMaria
Former Moderator

Re: Fido Dollars Redemption - Lack Of Customer Service

@GKL That's odd; I can see that one was sent! I'll send you another one now.



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