Retention

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I'm a Contributor Level 1 Telus
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

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 3 zzzzzzzzzzzzzz1
I'm a Participant Level 3

Re: Retention Farce

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.

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Message 31 of 61
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I'm a Participant Level 3 zzzzzzzzzzzzzz1
I'm a Participant Level 3

Re: Retention Farce

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).

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Moderator
Moderator

Re: Retention Farce

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 

 

 

 

 



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Message 33 of 61
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MVP
MVP

Re: Retention Farce


@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



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I'm a Participant Level 3 zzzzzzzzzzzzzz1
I'm a Participant Level 3

Re: Retention Farce

 

-  905 (the full price of the 6/64, as quoted by the retention rep*

   400 (for the 6/64 with the max plan discount)
 $505

 

So, we're amortizing $505 over 2 years, paid off by the monthly premium. What is the monthly premium? $85 - $49 = $36: That's the difference between the $85 unlimited talk, 1GB max plan and the plan I currently have. Wanna know the interest rate? Pop open your copy of excel and use the "RATE" function, using 505 for pv (present value), -36 for PMT and 24 nper (number of periods).

 

Answer: It's 4.85% PER MONTH, perilously close to 60% per year. Is that, in your view, what "happens with pretty much everything you finance -- mortage on a house, leasing a car, leasing furniture/television, etc." 

 

Answer: Only if you finance with a loan shark. Indeed, you can go to jail for charging 60% interest.

 

It was indeed deception. The rep tried to persuade me that that this max plan was a reward for my loyalty, a good deal. Is that what you think?

 

* as opposed to the better $779 price quoted by the first rep I spoke to.

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Former Moderator FidoManuel
Former Moderator

Re: Retention Farce

@zzzzzzzzzzzzzz1 Just a little clarification. 

 

The amount to be subsidized: 505$ divided by 24 months give's us 21.04$ (that's the amount taken from your monthly fee that goes strictly to pay up your device). 

 

Only 21$ per month of your monthly fee will go to paying back the subsidy of your phone, not 36$. 

 

Following your rate function, that gives an interest rate of 0% per month. We don't charge interest when you subsidize a device with us. 

 

If you want to pay lower upfront for your phone, then the monthly fee will be higher. If you want a lower monthly fee, you'll pay more upfront for the device.

 

For the 779$ price you were quoted, it was for a different size of phone 16 GB vs 64 GB, I think Ranya clarified that point with you. 

 

Let me know if you have any question.



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I'm a Participant Level 3 zzzzzzzzzzzzzz1
I'm a Participant Level 3

Re: Retention Farce

If the premium is $21 on the purchase of a 6/64 for $400, the monthly fee for unlimited talk/1GB would be $70. Of course, that's not what is offered, because your response is nonsense.

 

The premium is, in fact $36 per month ($85 max plan vs. $49 BYOD). Almost 60% per year interest to "finance" the "discount". It is dishonest and deceptive. It sure isn't a retention effort for loyal customers.

 

This is not what reputable businesses do. If you didn't intend to deceive me and others who read these forums, please acknowledge your error.

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Message 37 of 61
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Former Moderator FidoMaria
Former Moderator

Re: Retention Farce

Hi zzzzzzzzzzzzzz1,

 

I'm sorry that you're under the impression that we're being dishonest and deceptive; this is not the case.

 

The price difference between the plans/plan categories are not based solely on the subsidy given on the phone; multiple factors are examined when it comes to pricing, and subsidies given are based on which plan category the selected plan falls in, not the price of the plan itself.



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Message 38 of 61
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I'm a Participant Level 1 pkpk
I'm a Participant Level 1

Re: Retention

I’m having the exact same problem with Fido CS. I called them just yesterday wanting to renew my contact and see what options I have as I’ve been with Fido for 10 years. All I got from CS was koodo will charge your extra for phone, I told them that they are basically offering me a better plan. CS told me in the long run you will be paying more for the phone and how FIDO doesn’t charge for the phone on contract.

 

Then why was I offered 2 types of plans one price for BYOP contract and another price for a phone. This is crazy.

And then I find out that Fido customers in Saskatchewan is offering them same plan as koodo for 48$ with BYOP and 63$ for a phone WTH.

 

Fido are you really telling me that you can’t match a plan for loyal customers of 10 years. Why even waste my time offering me plans that a new customer can get?

 

Once I asked to speak with Retention, she was basically repeating what CS was saying. I don’t understand why Fido can’t match a Koodo plan. I even have a home phone with Fido, first time ever where I was very dissatisfied with their customer service. No appreciation for loyal customers!!!!!

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Message 39 of 61
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Moderator
Moderator

Re: Retention

Hey @pkpk, welcome and thank you for using the Community Smiley

I really hate to see that you were not able to find the plan you're looking for.

 

At the same time, it's important to understand that we all work with the same promotions on our end. And we don't match price plans from other providers.

 

We do appreciated you beign with us for 10 years, and we would hate to see you leave.

 

I can take a look at what was offered to you to make sure everything was done on our end.

 

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

 

 

 

 

 



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Message 40 of 61
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I'm a Participant Level 1 fanny_kuo
I'm a Participant Level 1

Re: Retention

Hello Fido,

 

As much as I would like to stay with you guys, I find it very frustrating that every two years when my contract expires I gotta call in multiple times just to get better plans. You guys do have the best customer service. I called many times and all the agents were friendly and polite but it's just too much hassle to go through. I have three to four months left on my current 2 year contract, would like to buy out my contract now and jump onto the $45 dollar BYOD loyalty plan which alot of my friends already have and kept telling me to get. Any help I can get from here instead of keep calling you guys on the phone and hoping one of the agents will give me the plan I want.  Sad 

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Moderator
Moderator

Re: Retention

Hey fanny_kuo , 

 

Thanks for reaching out, love the avatar btw! 

 

I'll go ahead and send you a PM to help out, I know the feeling of not wanting to call customer service, you just need to find the channel that best suits you Smiley We do however have the same offers. 

 

Did you know we also offer customer service on Facebook and Twitter? Try it out some time Smiley .

 

We'll talk soon! 



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Message 42 of 61
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I'm a Participant Level 2 UnhappyMA
I'm a Participant Level 2

Retention

Does Fido care about keeping long-term customers any more?

After being with Fido for over 15 years, it seems Fido no longer cares about customers. As someone who wants to upgrade their phone, I am being offered a plan that is a lot worse than mine and no discount on my phone.

 

I asked to speak with customer retention and the representative told me she is customer retention "right now". What does that even mean? Is she playing the role for the day?

 

I was offered the exact same thing as is listed online for people who just walk off the street! Ridiculous!! Basically told that it's too bad but there is nothing more that can be done.

 

Fido used to care and used to provide good deals. Looks like I will have to make the switch as I am being offered a much better plan elsewhere.

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Message 43 of 61
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Former Moderator FidoManuel
Former Moderator

Re: Retention

Hey @UnhappyMA!

 

Welcome to the Community!

 

We care about all our customers and we definitely appreciate your loyalty!

I'd be happy to take a look at your accout to see what we can offer you to keep you with us (and change that nickname at the same time) Wink

 

Just so we are on the same realistic page, I have to let you know that if you are looking for an high-end phone and the best price possible, you'll have to go with a Max plan.

 

If you are open to pay a little more for the phone but pay less every month then I can definitely help with that!

What do you think?

 

 



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Message 44 of 61
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I'm a Participant Level 2 UnhappyMA
I'm a Participant Level 2

Re: Retention

Hi @FidoManuel,

 

Thank you for your response. I have been offered a great deal from a different (new) provider which is less per month than what I am currently paying. I called Fido to offer you the opportunity to keep a loyal customer who has been with you for over 15 years. Fido has always treated me well and I was hoping to once again get that great service that I am so used to. I am hoping you can help. However, I do not want to pay a crazy amount for a phone which will be $0 in the next 6 months.

 

I look forward to your suggestions!

 

Thanks so much! 

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