Bad experience

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I'm a Participant Level 3 dtibar
I'm a Participant Level 3

Bad experience

Hi,

I’ve been with Fido now for over 8 years. I always pay my bills on time and would consider myself to be a good customer for Fido to have.

i recently was considering upgrading my iPhone 6 to an iPhone X; unfortunately to be able to do this and get the phone at a reduced rate I would have to “upgrade” my plan. I use upgrade in quotations because I would actually get less data, and have to pay more. I think that this is ubsurd! Fido I showing me how much they care about my loyalty by telling me I’ve got to pay more and get less to get the iPhone X at a reasonable price.

i think this customer service it horrible and am now considering finding a new cell phone provider that will treat me with respect.

 

Regards,

 

Derek

Accepted Solution

Re: Bad experience

Hey dtibar! 

 

Welcome to the Community! 

 

It's unfortunate to see that you're thinking about leaving us after 8 great years. I would like to take this oppurtunity to thank you for sticking with us for so long and to let you know that we definitely don't want to see you go. 

 

We absolutely understand where you're coming from here. We get the importance of finding a good deal and getting the most bang for your buck and we are constantly working to provide that for all our customers through the awesome plans and service we offer. 

 

That said, premium smartphone prices have gone up a lot over the last few years, for all companies, and thus, the subsidies provided on each device has gone up a lot as well. We have had to revisit and adjust our offers to reflect today's reality in order to be able to provide plans which would allow you to get the maximum device savings  possible. 

 

If you'd like to take another look over your options, we're here to help. Just let us know and we'll send you a PM to get the ball rolling. 

 

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Moderator (inactive) FidoRanya
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Re: Bad experience

Hey @customerend

 

Welcome to the Community, I'm really sad to hear about your experience. It's definitely not how we want you to feel. 

 

The process should be easier that's for sure.

 

Can you tell us a little more about the situation? Also, was it resolved in the end?

 

Please let us know so we can make this right.



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I'm a Participant Level 3 dtibar
I'm a Participant Level 3

Re: Bad experience

More unsurprising bad new from Fido. 

Every time I call Fido to get help, I get the run around. Of course I have internet, TV, home phone with someone else and rarely have issues, but Fido I can always count on problems every single time I call to get help.

recently I’ve gotten wifi at my work and no longer need the 10GB plan I have now. I call for help, the customer service rep has me on hold for over 5 minutes trying to look for a plan that’s more suitable. He comes back and tells me he’s found me a plan for $10 less with only 3 gigs of data. I laughed and hung up. I just want a fair price for a plan! It’s not hard Fido. Treat your customers with respect.

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Moderator
Moderator

Re: Bad experience

Thank you for your feedback @dtibar. We appreciate every opportunity we get to improve the service we provide.

 

As a customer I totally get that you're looking to lower your plan when you no longer need that much data and save where you can. That said, I do want to reassure you that we do try to accommodate our customers as much as we can, but we can only offer what is available on our end given if you're on agreement vs not on an agreement. 

 

Did you take a look at our available options on fido.ca?

 

 

 

 



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