To begin, Fido customer service is appalling, not nearly as bad as Bell, though not far behind. Chat specialists and the chat feature are absolutely useless, and often more than not, CSR's are rude, and pressuring, or copy paste no poops given attitudes, and often being prematurely CUT OFF, ENDING CHAT SESSIONS! Does it make any sense to be told I can't help you, call a CSR, when they technically are doing the same job? I am completely frustrated, no, ANGRY! Over 3 hours of being passed along today, and all are clueless!
I also severely dislike being hounded for personal information! It is almost to the point of, without it you won't be serviced. You need to be VERY clever to deal with these people in TRYING not to divulge personal credentials! Credentials should NEVER be needed to ask a simple question! It is a blatant tactic to upgade you. This is a privacy concern for those not willing. It's unnecessary data gathering. Some use the excuse the website offers different offers for different parts of the city, even though the website doesn't reflect this tactic. Seriously, why would my city district matter? Ironically, Rogers does not hound to the same degree, yet it's the same company, same chat 'specialists,' likely in the same call center. Every experience of using customer service yields the same frustration and lack of resolve. I pay enough, and everyone else, to have KNOWLEDGEABLE service reps! Also not outsourced outside Canada to call centers that DO NOT care, and know not of anything on the Fido website! Thus basic knowledge of their job. Basic concerns of displayed advertising on the Fido website! These customer reps wonder why we the customer get on calls emoting frustrated anger and pissy behaviors!
ALSO, I and every existing customer should not be treated to que wait times! As an existing customer, in chat, you can be subject to que and wait HOURS! As a new activation to talk to a chat rep, is INSTANT SERVICE! Completely asinine.
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This is in regards to a displayed offer on the device page, after a specific device is selected for more details. As of today, Monday February 24th 2025, of device options I am browsing, specific devices will be Motorola Edge 2024, or TCL Nxtpaper 50 XE. Regardless of being logged into my account, or not logged in, being that of a new customer activation. The offer is displayed the same for both devices. Before selecting of three options to continue the transaction process, asking if upgrading line, adding line, or new customer activation (when not logged in). All three yeild same offer. Regardless of new customer plan price offers, or exclusive to me offers, the offer 'one offer available' in green, is displayed, below the device picture and details. I reside in Manitoba if it makes a difference. When clicking on the offer it brings up a popup and reads "ongoing monthly 5 dollar discount." After selecting the options for new activation, upgrade, or add line, this offer is no longer reflected anywhere in the transaction process. In the box that displays discounts it shows only the auto payment discount and phone cost discount. The offer does not show. The bill transaction details do not reflect the offer. Obviously I haven't completed the transaction to see if the offer was added, and or blindly hoping it will eventually show on a bill months down the road. How are such basic questions of advertisements not known by these chat 'specialists?'
It is the case every time ever speaking to chat, they are not abreast of what is on the actual Fido site! Ironically, I got the best non resolved explanation of the 5 dollar discount by the new activations sales member. Their explanation was they would assume it would/may show on the first bill. Obviously I do not trust wishy washy assumptions. I asked to be elevated to a manager, apparently we can not be. It was very difficult to even get these reps to know what I was referring to, (I think they didn't care to be bothered). Obviously I'm articulate if noticing reading this, thus it wasn't my efforts in explanation that was the problem. (Have transcripts). Was told repeatedly they could "make sure" I got the discount if completing the transaction through them. Funny how they suddenly know what they don't know if it will push a sale.
Ultimately I was given a link to a customer representative web page. Followed the form, repeatedly trying, it stating missing asterisked infos, thus would not send my concern. So I am now here as every step has been of no resolve and, 4+ hours of my time as I write this! I was given the excuse "the manager is in a meeting" when asking the rep to inquire to their manager to clarify this concern. Obviously no want for their own knowledge to be updated by management on services offered on the Fido website.
When all are clueless, what is the point employing these people? Reduce our bill costs and abolish customer service! We are better served by customers/active reps in the community help! Now, after my waste of time, it continues to be others wasted time, translating to dollars wasted on both parties. 3 reps in various departments, a possible manager involvement twice, now whomever answers this, and not including previous days playing CSR games. Is it cost effective to have quantity of 'specialists' over quality of service? Basic ADVERTISED offers, they could not figure out! Is it false/misleading advertising?
I pay and pay to be frustrated when it counts. 13 years consecutively with Fido and this post reflects exactly what customer service means to Fido. My exclusive offers also reflect how penny pinching leads to poor customer satisfaction.
I would care to proceed with the completion of transaction (device and plan upgrade) BEFORE the costs of these devices change, currently offered at zero down, zero % financing, zero monthly on both devices mentioned above. I also have an exlusive plan offer discrepancy to argue, and it makes me ill to have to deal further with incompetent penny pinchers.
To all customers, to what is offered, there is always room for negotiation, there is 15% margin to haggle. I also figured out over much time, all three monopoly providers are willing to sell 2.5Gb data per dollar as of late 2023 2024 2025, do the math.
With my long standing service I should be, and all other long standing customers be rewarded. Not run around with the feeling of wanting to expel the service with this provider and move on. Yet in Canada that is completely useless in a monopoly as they know they can treat us like this without regard. Penny pinching is an understatement, my plan has been ramped up by $9.50 forcing an upgrade! Logically it isn't logical to stay on a plan that is 50 cents away from the better plan, to be stuck into a contractual obligation. I love their tactics.
Also, I'm always kept within a price bracket and exclusive offers have always reflected this. To the people reading this, your exclusive offers will forever be within dollars to the amount you started your journey with Fido/ or other providers. They know you were willing to pay X amount, X amount is where they will hold you! My exclusive offer is better than walk up customers (as of today), but I want my 13 year cake and pay less for it monthly! After 11, 12+ thousand dollars in phone bills, we should be praised. I would like to reduce my bill at the expense of gigabytes. Though be within margine of 2.5Gb per dollar. I have also determined if your new device is less than the plan amount they can offer a plan price reduction.
Obviously I need a person that can complete my wishes, and resolve my query to black and white on paper offer. I could very easily perform this transaction myself, though I'm subject to fighting my case. This has been a very lengthy endeavor for a simple request. Now 6 hours later, not including hours on many previous days dealing with customer service representatives, representing how much they 'care' about customers.
Thanks, Ryan
