Fido's incompetency to process an order - iPad Promotion

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I'm a Participant Level 2 hghjkgjhgkj
I'm a Participant Level 2

Fido's incompetency to process an order - iPad Promotion

 

 

The iPad promotion....Firstly, when I began calling around, the majority of Fido representatives were not even aware of this promotion. They had to look it up on the website. I dealt with two Fido CSRs--in trying to order an iPad over the phone. The CSR (#1) was very nice. He told me that the Fido system is down, but he'll take my information and when services were back up and running he'll process my order. He quoted me a time of when I should receive a confirmation email. When the time passed, I called again, speaking to another CSR (#2) (also very nice)...After about 30+ minutes on the phone, he proceeded with my order; informing me I never made an order in the first place (which is bull). So I had to go over everything again with CSR #2, as CSR #1 never put my order through. He (CSR#2) informed me that my order was now placed.  He (CSR #2)  mentioned that I would get a confirmation email.  Never happened. In both cases, I never received any email confirmation of my order.  The next day, CSR#1 called me.  He said he needed to inform me that he had forgotten to mention that I have to pay all taxes upfront on my order. I was ok with that. He said he'll process the order. At this point, I had now spoken to two different CSRs and my order was never processed in the first place. Thankfully,  I eventually received a confirmation email of my order: OBERTHUR FIDOTRISIM, Apple APPLE IPD5L128GRY GREY2—Whatever this means??.  The frustration lies within having Fido CSRs being untruthful by telling me my order had been processed, when in fact, the order was not processed at all. I was told I would have to pay 31.20$/month for iPad +15$/3GB month for plan + 25$ Activation Fee + 100$ in taxes, ok I understand this.  After all of this run around, I thought about cancelling altogether. I've been a fido customer for many years. After all of this, I think the activation fee should be waived. The Fido customer service people were nice, but not knowledgeable enough to answer questions or process a straight forward order. I was constantly passed on from one CSR to another CSR to another CSR. On day #1, they gave me a "phone number' that would be associated with my order. However, when I received "confirmation", a totally different number was assigned to me. Originally, I was told to write down the following number, which would be assigned to my order: ***-***-***...yet when the confirmation came through, this was not the number, I got the following number: ***‑***‑****. 

 So which one is correct? Or were two different orders accidentally made?  As I will continue to use Fido for my telecommunication needs, I will never again order a product from Fido. In addition, CSRs never informed me about warranties or even the option of AppleCare (even if fido doesn't do this directly), it would be nice to know I have options.  I plan on upgrading my cell phone later this year. And I'm sure as hell I won't be dealing with Fido for that. Albeit kind and polite, your employees should be informed and trained properly. "Fido" dropped the ball on this one. Finally, a UPS shipping label had been created...I wonder how long will it take for my order to arrive. On the phone with the Fido representative, I was not confident that they were able to carry out my order properly. And I wouldn't be surprised If I got sent the wrong item. Point being, if two CSRs are processing my one order, they should be in communication with each other.  Which clearly was not the situation. As I assume all phone/voice transactions are recorded, I hope one would go back to listen to our conversations so they can grasp the extent of my frustration and the employees' unable to process an order; as well as the contradictions made between your CSRs. If anybody actually takes the time to read this, please put through my request to waive the 25$ activation fee. Nevertheless, I doubt anybody will read any of this. I hope you can prove me wrong. If anybody actually did read all of this, thank you.

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Re: Fido's incompetency to process an order - iPad Promotion

Hey @hghjkgjhgkj,

 

Welcome to our Community!

 

I'm sincerely sorry to learn that your last experience with us wasn't a positive one Sad

 

I can assure you that this doesn't portray the way that we like to treat our customers and that we aim to provide you the best service possible at all times, regardless of the channel through which you contact us or how many agents you speak with. We have our customers' best interests at heart and I'm sorry if this wasn't the impression you were left off with based on your past experience. 

 

Your feedback is extremely valued and we'll make sure to investigate this and address the situation internally.

 

From what you've described, it does seem like 2 different numbers might've been reserved and that only one of them was activated once the order was processed. I'll be happy to take a closer look at the account with you to see what can be done and make sure that everything's in order.

 

We'd be really sad to see you go due to this and hopefully we can turn your experience around into a more positive one from here on Smiley

 

I'll send you a PM shortly, talk soon!

 

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Fido Employee vaper1
Fido Employee

Re: Fido's incompetency to process an order - iPad Promotion

As a CSR for Fido, it sounds like the first CSR reserved the Number. And The second CSR created a new number. As for communication between reps, the notes documentated on the account should of had all the proper details. As for listening to the calls ask for a feedback form to be sent to the two reps requesting this



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I'm a Participant Level 2 hghjkgjhgkj
I'm a Participant Level 2

Re: Fido's incompetency to process an order - iPad Promotion

Thank you for the feedback. Does this mean the first number will be void? That is, since the second CSR assigned a new number. And thus, the latter number quoted is in fact the correct "number" that is associated with the device? Thanks for your input.

 

 

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Fido Employee vaper1
Fido Employee

Re: Fido's incompetency to process an order - iPad Promotion

Yes the second number is correct. The first number from the first CSR will be just there but never used



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I'm a Participant Level 2 hghjkgjhgkj
I'm a Participant Level 2

Re: Fido's incompetency to process an order - iPad Promotion

Ok, Got it. Thank you for taking the time to help me out with this. I really appreciate it.


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Re: Fido's incompetency to process an order - iPad Promotion

Hey @hghjkgjhgkj,

 

Welcome to our Community!

 

I'm sincerely sorry to learn that your last experience with us wasn't a positive one Sad

 

I can assure you that this doesn't portray the way that we like to treat our customers and that we aim to provide you the best service possible at all times, regardless of the channel through which you contact us or how many agents you speak with. We have our customers' best interests at heart and I'm sorry if this wasn't the impression you were left off with based on your past experience. 

 

Your feedback is extremely valued and we'll make sure to investigate this and address the situation internally.

 

From what you've described, it does seem like 2 different numbers might've been reserved and that only one of them was activated once the order was processed. I'll be happy to take a closer look at the account with you to see what can be done and make sure that everything's in order.

 

We'd be really sad to see you go due to this and hopefully we can turn your experience around into a more positive one from here on Smiley

 

I'll send you a PM shortly, talk soon!

 



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