Phone upgrade misinformation

Phone upgrade misinformation

Phone upgrade misinformation

SOLVED
cbnaos
I'm a Participant Level 2

Phone upgrade misinformation

I should probably start by saying that over the years that I have been a Fido customer, I have had a very good customer service experience. This week also started that way when I called about a phone upgrade, but it's ending in a lot of confusion instead. With all the hype about the new iPhone 5S and peeking at my jittery 4, I thought I'd looking into upgrading since I am within 6 months of contract expiry. Naturally, when I called a Fido representative on Monday the first thing I learned is that the upgrade window is now down to 1 month instead of 6. That's fine, the representative offered me nice early cancellation option with a couple of credits followed by another payment for the subsidized 5S. She also confined that other than signing a new 2-year agreement there wouldn't be any changes to my plan. It seemed like a pretty good deal. I asked for a couple of days to think about it. So, on Wednesday I decided I was going to go for it and called Fido again. Another rep looked at my account, saw the offer, confirmed it was still good and told me that now that I have accepted it all I had to do is get the phone at a Fido store in order to finalize it. Awesome! So, I went to a Fido booth today and, of course, I wasn't surprised to find out that the phone is not available on the spot given the high demand. I figured that's pretty common for a fancy new Apple product. At the booth they told me to reserve it, which I did right away. Given that it would now take a few days before I have the phone I thought I'd check in with a Fido rep again, just to make sure that the upgrade offer is not time sensitive. Out of the blue, before I even had a chance to ask that question, the rep told me that I was given incorrect information by the other two reps and they cannot honor my upgrade offer because it applies to all other phones except for the new iPhone. In order for it to apply, I'd have to pay 150% of the original amount. I told him that I very explicitly asked about an upgrade to the new iPhone before and I wasn't told about any exclusions. He apologized and told me that it is company policy and there's nothing he can do. While I'd definitely classify this as first-world problem, it did confuse and frustrate me. Overall, it left a bad taste in my mouth, so to speak. I erroneously assumed that as a Fido customer for many years, I'd receive more transparent treatment. Oh well, back to my old 4 it is. For anyone else out there thinking of upgrading, it might save you some frustration to have a few reps confirm the details of any changes to your account. Maybe more experienced customers already know that. I wish I had.

 

 

 

Accepted Solution

Re: Phone upgrade misinformation

Solved by Community Specialist

This makes no sense. We never have, nor ever will charge you more because you are looking to upgrade to a specific phone model. I assure you the third agent did not provide accurate information. The only fees you will be billed are;

 

- The existing contract buyout fee, (used be known as cancellation fee)

- The actual cost of the phone minus your FidoDollars

- The 25$ hardware upgrade fee

 

No other fees apply, no matter what phone you are looking to upgrade. You may be asked to change our plan for eligibility reasons, but no fee per say will be billed because you want the iPhone 5S specifically.

 

If you could you PM me with your phone number and ID info I will look into this for you if you like,

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3 REPLIES 3
Wonivek
I'm a Participant Level 1

If this is true, the customer service team from Fido needs to step in here and make things right.  This user did everything within the policies he was informed by a Fido CSR - not once, but twice!  At least give him credits to make up for the fact he planned and budgeted for what he was told and then Fido went back on it's offer.

 

 

FidoStephane
Community Specialist

This makes no sense. We never have, nor ever will charge you more because you are looking to upgrade to a specific phone model. I assure you the third agent did not provide accurate information. The only fees you will be billed are;

 

- The existing contract buyout fee, (used be known as cancellation fee)

- The actual cost of the phone minus your FidoDollars

- The 25$ hardware upgrade fee

 

No other fees apply, no matter what phone you are looking to upgrade. You may be asked to change our plan for eligibility reasons, but no fee per say will be billed because you want the iPhone 5S specifically.

 

If you could you PM me with your phone number and ID info I will look into this for you if you like,



smitty267
I'm a Participant Level 3

I tried to upgrade devices on 2 lines to Iphone 6's.  I was told I'd have to pay $49.95 per device..(after having to send a link and working on a price match from a competitor) and changing my plans which suit me hust fine to a  way higher monthly fee.  A lttle less than 2 months and I'm switching..tired Of getting nickel and dimed