Agent told me phone support available til 10 pm eastern

[truoni]

Customer solutions specialist specifically told me phone support is available until 10 pm eastern. However, I checked online, and tried calling, and it's clearly available only until 9 pm eastern. Why would an agent say 10 pm?

Not a big deal, but they specifically said 10 pm eastern, I wrote down 10 pm eastern, and found when calling after 9 pm eastern that they are already closed, so need to call tomorrow instead.

Edit: probably shouldn't have bothered posting this, but I don't see how to delete it. Like I say, it's not a big deal, just that I was explicitly told the wrong info in this way.

[truoni]

Same issue once again. Was just told by another agent they are open til 10 pm eastern. Called now at 9:20 eastern. "Call centres are currently closed." Wish Fido would get their act together regarding this. If you are open til 10 pm eastern, I expect to be able to call at 9:20 pm eastern and speak with someone. Said they open at 8 am eastern, but I'm almost certain if I call at 8:30 am eastern it will be the same issue: Call centres are closed. Are some of the agents shirking their duties and arriving late and leaving early, or?

[FidoCorey · Accepted solution]

Good morning @truoni,

I apologize if you were misinformed about our hours.

Our current hours are: Mon-Sat: 9am to 7pm ET

You can see our hours posted here: Resolve a concern or complaint with Fido

~FidoCorey

[truoni]

For reference, easily available customer service specialists is very important. I like to be able to know I can quickly and efficiently reach a real person to resolve issues as they arise.

[truoni]

Called now at after 9 am eastern. Not open either. Was told 8 am to 10 pm eastern time. Strange. Live chat doesn't work either.

[Cawtau]

Hello Truoni,

  I cannot speak as to what may have been told to you. However, as far as I am aware, Fido has recently decided to rely more on their Virtual Assistant system. If customers still need to speak with customer assistance, they would need to schedule a call-back from them. I do not know if customers can still contact customer service directly during their scheduled service hours. 

  I believe Live Chat options are now also limited to Virtual Assistance. I think a direct to customer service option is also no longer available. 

  As far as I am aware, you would need to schedule a call-back in order to speak with customer service.

Hope this helps 😀

Cheers