168 credit

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168 credit

When I called fido customer service to inquire about phones for an upgrade..blah blah blah.. they said that there is an ongoing offer of $168 credit to my bill if i want to upgrade and  if I do it online . So I did it online and was expecting to get the 168 credit so I don't have to pay the $120 dollar for the phone that i just got but after waiting I didn't get the credit so I called fido again and was inform that I didn't get the credit because  I kept my old plan. They didn't mention that when I called that i needed to change my plan too..Im so disappointed fido! you should tell all the details to us and not skip the part that we needed to change our plans for us to avail the credit. 

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Re: 168 credit

Hey @rhyza!

 

These promos are usually applied within 2-3 invoices so we do have some questions to ask in order to confirm things.


Can you let us know how long it's been since you did the upgrade?

 

Also, when you were ordering the phone, did you see the promotion and the discount in your shopping cart during checkout?

 

Let us know and we'll go from there.

 

 



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Re: 168 credit

I upgraded my phone last February 3,2020. 

I didn't see any discount when I checked out because I thought it's going to be deducted in my next billing but then when I received my bill for March 2020 nothing was deducted that's when I called fido customer service to ask and the nice lady informed me that because i didn't change my plan I wasn't qualified for the promo. 

 

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Re: 168 credit

Hey @rhyza,

 

Thanks for letting us know. The promotion in question was available with new activations or handset upgrades on fido.ca or participating stores and you would've had to have an in-market plan in order to be eligible to the promo.

 

If you had an older plan and you didn't switch to an in-market plan during the upgrade, then then promo didn't apply which is why you hadn't seen it in your cart at checkout.

 

Don't hesitate to let us know if you have questions about this.

 

 



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Re: 168 credit

That's the problem they did not mention any in market plan when I called. 

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Re: 168 credit

Hello @rhyza! We'd need to have a look into your account to figure out what happened. You can reach out to a representative here. Let us know if you want us to send you a PM here instead. 

 



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Re: 168 credit

Hello again! 

I already mentioned in my past comment what  had happened. I know I have a mistake in my part to trust what the customer service told me about the promotion and not double checked the conditions before I checked out but the problem is they did not mention the most important one that i need to change to in market plan as well to get the promotion.

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Re: 168 credit

Thank you for the information @rhyza!

 

The details of the promotion were also available on our website at time under the ''Promotions'' tab indicating which conditions had to be met in order for customers to qualify for the credit. Did you browse through fido.ca to check the offer?

 

 



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Re: 168 credit

same **bleep** here - upgraded my phone back in January 2020, had to call back bcs there was screwed up with voice mesaging and got confirmation that $168 will be applied in second/third invoice. now got my march (second)  invoice - no credit. called fido, CSR said - oh you did not click on 'proper' button, so you are not qualified. Asked to email me details of prome - told that they cannot send emails. catch 22. good job fido. 

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Re: 168 credit

Hey @vovaca

 

To better understand the scenario here, I'll need to ask a few more questions. Can you confirm if you were on an in-market plan as indicated in the promotion's conditions during your recent hardware upgrade? 

 

Do you remember if the credit as displayed on your order summary during the checkout page? 



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