Retention

Retention

Retention

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I'm a Contributor Level 1

Retention

Does Fido still have retention dept to take care long time customer?

 

For the past few years, I have had trouble getting the services I needed when it comes to plan pricing.

 

It has been very competitive in the last few years, whenever one company gets a new lower price plan, others will always followed.

 

Last year, when I called Fido retention, asked if they will match a Wind Mobile plan, the anser is no because its competitor is Koodo and Virgin Mobile, Wind Mobile doesn't have good coverage.

 

In just 6 month from my last call, Koodo just rolled out a new promotional plan which Fido and Virgin Mobile also rolled out, all other carriers included voice mail but Fido doesn't because the customer service I talked to said the Spotify premium is included.  

 

I told them there is apps that can do the same for free and I don't need spotify at all, but was told SOL, it's not an option,  So it's either get it or don't.

 

And I also got another lower usage phone, and asked about other retention plan to match, similar to Koodo, now the customer service said, Koodo is not their competitor, so can't match????

 

I was like, you guys said differently before, but the CS said, it was before, it's now, and they don't match??

 

I was really choked at the anser and simply hung up,  

 

 

 

Accepted Solution

Re: Retention

Solved by Moderator

Hi Telus,

 

we do have a customer relations department taking care of looking into available promotions for long times customers. We certainly don't want our customers to feel like hanging up during a call with the customer service.

 

I would like to look at your options. I'm contacting you now by Private Message so that we can verify your account together Smiley

 

- Kenny

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I'm a Participant Level 2

The value plan is too expensive when all I want is call display and the canada wide long distance. And im confused since if im just looking on the plan the canada wide is included but on the billing its not part of the standard plan

Hey @aanada!

 

I wish we could offer you those options separetely, but it would probably cost more than what you are currently paying.

 

A grandfatered plan is usually less expensive than what we offer today (that's why you keep it right?).

You have that privilege of keeping a plan that is not part of our updated pricing. The changes we can do to those type of plans are really limited. 

 

Regarding the canada wide feature, I'm not sure to understand what you mean on your second sentence, could you clarify?



@UnhappyMA 

 

I get that, and appreciate the opportunity to look into that together. I'll send you a PM in a few minutes. 



I'm a Participant Level 3

Ps
I have been with Fido for about 13 years and my wife for 15.
We were there when they were drowning and needed customers to stay. They eventually were taken under Rogers umbrella but we didn't leave.
As a "loyalty" offer for a renewal contract, they will cerdit each account for 25$ and waive the 25 admin fee.
That's a nice slap in the face after 15$. I can see how important I am to Fido.

Hey Gale!

 

Thanks for your loyalty to Fido! We appreciate that a lot, we make our best to give you the best offer possible, however, keep in mind that we can't offer you something that we don't have.

 

I'll take a look at your account and see what can be done with your renewals.

 

I'll send you a PM in a few minutes.

 

-FidoManuel



I'm a Participant Level 3

Hello everyone.

Looks like we are all in the same boat and we are screwed…
Even CRTC can’t put leash on the BIG THREE.
Me and my wife were with Rogers for 10 years and with FIDO more then 2.
All these small cell company have been created to add some competition – and what we are seeing now – all of them own by big three.
I tried to get some more data and whatever I was offered only published price which I can get anyway. What is a joke…
And “Retention” agent said I can go to Rogers or Mobilicity (which I have mentioned with better plans to offer) they don’t care – all money will be ending up in very same “pocket”.
What is the joke this competition….
I’ll definitely will go anywhere from Rogers owned…. Even without price advantages.

 


@Moserg wrote:

 

... Mobilicity (which I have mentioned with better plans to offer)...

 


Hello Moserg,

 

  Welcome to the forums!

 

  I trust you are aware that Mobilicity's plans might only seem better. While they have recently migrated to the Rogers network, there are some important considerations to note.

 

  For the moment, their service will only be provided on the '3G' network as there are no current plans to offer LTE to Mobilicity customers. It is also worth noting that they are still subject to Mobilicity’s fair use policies, meaning that the carrier holds the right to reduce bandwith to its customers for “excess usage.” 

 

  In addition, Rogers also confirmed that it will be maintaining Mobilicity’s current Home and Away zones, meaning that despite having access to a national network, customers will still be limited to the five current markets: Toronto, Ottawa, Edmonton, Calgary and Vancouver. Outside of those areas, will be considered roaming.

 

  Of course, their service might suit some people. However, sometimes you're just not paying for what you're not getting.

 

Cheers


I'm a Participant Level 3

Hi Cawtau

I aware of most things you have mentioned, I just pissed how reps responded.

I didn't ask much - and for loyalty they offer me 5$ off for 6 months....

And I hate this unfairness in competition...

I often travelling - in Europe I can get 1GB for 14Euro, all incoming call free, in Russia I got two sim card with voice and data unlim for 14 days for less then 10USD, in Belarus I got 16Gb of data for just below 8USD.

South of the border you can get 2GB 4G and after unlim 2G for 40 buck with rouming really like in home (not 5$/day "like in home") US+Canada+Mexico.

Looks like only Canadian ready to pay to BIG THREE 100 buck and ask them politely to provide the service.... 

I'm a Participant Level 3

One more question - why is so big difference for Quebec residents and Ontarian. Is the guy from Qc sitting just in same cubicle as me (I'm in Ottawa and here a lot of Qc people working here) 50% better then me ?

I don't think the difference in the taxes give 15 bucks difference in the plan? 49CAD vs 34CAD - same plan for different province...

I'm Qualified Level 2
I'm Qualified Level 2

It's called "capitalism": charge as much as the customers are willing to pay.

 

There's something that drives that price down in Québec - probably competition; my guess would be Vidéotron. Koodo was the first that I'm aware was offering 1GB for $34/month, though I don't know what triggered that promotion; Fido only followed suit 3 weeks later.

 

Manitoba gets 5GB for $48/month, Québec gets that for $60, Ontario has to pay $84 (promotional price, usually $90).

 

There are two ways Fido (and others) will lower the prices in Ontario: either the competition lowers the price (probably in an attempt to drive customers to them), or people just stop taking those plans (at $49 / $55). But as long as there are enough people willing to put up with that price, there's little reason for the carriers to lower it.

 

This applies to every business using the capitalist model.

I'm a Participant Level 3

I mostly agree with your conclusions related to competition. But this is called "Monopolism/Imperialism". In capitalism competition exists and not regulated by three big 'interested' parties. I remember a while ago Egiptian company would like to get into canadian cell phone market (with good plans and a lot of money to build own infrastructure), but CRTC blocked this because it will hurm Canadians company (Rogers, Telus and Bell), they don't care how those three hurm Canadian people. Yes, in QC it is Videotron, in Manitoba MTS.... And price there twice as lower as rest of Canada.

I'm Qualified Level 2
I'm Qualified Level 2

Monopolism / imperialism is a natural outcome of capitalism. It is only kept in check through gouvernment regulation.

 

I didn't know about that Egyptian thing, so I had to look it up: the company is Orascom, and that thing happened in 2009. But the conclusion that the CRTC blocked them because "it would hurt the big 3" is an emotional interpretation made to fit the desired conclusion.

 

In 1993, parliament passed the Telecommunication Act, which clearly states that a common carrier must be owned by Canadian interests. The proposed company would have been owned at around 63% by Orascom, which would have been in violation of the Telecommunication Act. So the CRTC did not have any choice - the law prevented it from accepting this new carrier.

 

Had the goal of the Telecommunication Act been to "protect the big 3", it would have prevented the creation of any new players since then, like Microcell, Clearnet, Public Mobile, and Vidéotron. And considering that Telus wasn't a cellular player at that time, it wasn't part of "the big 3".

 

Yes, the small players were bought by the big ones. That, again, is capitalism.

Hey Moserg!

 

Just think about the gas price that changes from a province to the other! Different markets have different prices! 

Also, keep in mind that there's wireless service providers in Ontario that don't exist in Quebec. That has another impact on the pricing we offer. 

 



I'm a Participant Level 3

To FidoManuel - gas prices difference mostly because of taxes, not competition. And they aren't 50% different. Not good example. Initial price of gas/oil w/o taxes pretty same everywhere (except Alberta where delivery price is close to 0). Your delivery price of cell service all around country pretty same. There is no difference cost of hardware in ON or QC. 

I'm Qualified Level 2
I'm Qualified Level 2


@Moserg wrote:

To FidoManuel - gas prices difference mostly because of taxes, not competition. And they aren't 50% different. Not good example. Initial price of gas/oil w/o taxes pretty same everywhere (except Alberta where delivery price is close to 0). Your delivery price of cell service all around country pretty same. There is no difference cost of hardware in ON or QC. 


 

The answer given by FidoManuel would be the standard PR/marketing answer - a vague non-answer. That marketing "answer" has been ready from the beginning.

 

Because the correct answer ("people will still pay that price") is not good PR.

I'm a Participant Level 3

I have been with Fido since 1998 and currently on a BYOD plan paying $49/month for unlimited minutes with 1 GB of data. I called today, asking about getting a new iPhone 6 or 6s, w 64 GB. The rep told me that, buying the phones outright, it would be $774 for the 6/64 and $1029 for the 6s/64. After some further discussion, I asked for retention.

 

Retention treated me to

1. A higher proce for the 6/64 ($905);

2. A virtually fraudulent effort to persuade me that the following deal would be to my benefit: $549 for the 6/64 and $70/month for substantially the same plan as I have now. Let's do the math on this one:

    549 (for the 6/64)

    504 ($21 per month over current plan X 24 months)

$1053

 

That's significantly more than either the $774 unlocked price I was offered by the first rep or the higher $905 price offered by retention. I did the math with the rep, and he responded with something to the effect that I am entitled to my "opinion". This is, of course, not an opinion, but math.

 

My *opinion* is that it was a dishonest attempt to deceive me. My opinion is that Fido holds its long term customers in low regard and does not value their continued business. Certainly, I don't see how this had anything to do with retention.

Hi zzzzzzzzzzzzzzzz1

and Welcome to the Community. 

It's important to keep in mind that the discount on the phone is related to the plan category and not the plan itself.

A BYOP plan will offer no discount on a new phone. You can view the pricing yourself over here

We currently offer a dicscount on the iPhone 6s and 6s plus only with a MAX plan.(We have different pricing available in MAX plans and they all offer the same discount on the phone)

If you want to discuss your options, send us a message on Facebook or Twitter and we'll be happy to review the possibilities!



I'm a Participant Level 3

Oooo. I have found the max plans now, with the "discount". Math time again:

    400 (for the 6/64 with the super-generous max plan discount)
    864 ($36/month over current plan X 24 months - The $85 unlimited talk, 1GB plan)
$1264

 

That's $490 more than the full purchase price of the unlocked phone that I was initially offered, before I was sent to retention. It appears that Fido's idea of retention is to make progressively worse offers until the customer is inflamed enough to leave.

 

It seems to make much more sense for me to buy a phone from Apple and switch to the other carrier that charges $35 for unlimited talk and data (throttled after 2 GB, I think).

Hey zzzzzzzzzzzzzz1 and thank you for using the Community.

 

We certainly don't want to see you go.


Let's take a look at your options together.

 

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

 

 

 

 



I'm a Participant Level 3

You will note that the best retention pricing I was offered, on a plan, by a retention rep, was significantly more expensive than buying the phone outright, without a discount. It was deceptive.

 

If there is to be any genuine retention effort, please enlighten me, instead of sending me to twitter or facebook.


@zzzzzzzzzzzzzz1 wrote:

You will note that the best retention pricing I was offered, on a plan, by a retention rep, was significantly more expensive than buying the phone outright, without a discount. It was deceptive.

 

If there is to be any genuine retention effort, please enlighten me, instead of sending me to twitter or facebook.


 

Hello Zzzzzzzzzzzzzz1,

 

  It's not deception, it's the result of financing. You're paying extra for the luxury of spreading out the payments. It happens with pretty much everything you finance -- mortage on a house, leasing a car, leasing furniture/television, etc.

 

Cheers