I have been a Fido customer for 14 years and I am shocked to learn that I can no longer speak to a customer service rep live on the phone. The chat function is incredibly time consuming and they seem like bots and not real people. I have a similar issue to another frustrated customer who has tried to request a callback multiple times yet the phone never rings - despite holding the phone, staring at it, and waiting for the call - and a voicemail suddenly appears. And the call also does not show up on my recent calls list. I have never experienced this before. It is quite bizarre. I have asked the chat customer service rep to direct me to tech support or a supervisor and they say they cannot help with that. Any suggestions would be appreciated. I do have great offers from other cellular companies through my workplace so I may have to finally make the switch.
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I had the same frustrating experience today as I tried to press different options from customer care, to billing, etc. and each time I only had the option of a chat and scheduling a call back. The first available call back was an hour and a half from the time I called for people who are not able to type in a chat and cannot schedule a call back and take the time to call at a certain time because they are available to speak to someone, this goes against all the positive customer service that Fido used to be known for.
The link you provided just goes to their chat function, not sure what you mean by social media? This is a problem reported by others as well. My sense is Fido is funneling people to use chat only. It seems speaking to someone on the phone is no longer an option. I have asked the people (or the bots) on chat to direct me to tech support to help with the callback feature but no one seems to be able to connect me with anyone.
Hello again @cheridin,
The link I provided if read carefully provides all the methods to contact customer service other than live chat it has the info to contact them on social media meaning chatting with them on Facebook, Twitter, or Instagram.
Speaking from experience I've never had any issues contacting them on the phone and speaking with someone.
I see now, I had to close the chat box first. Thanks for clarifying. I have never had issues before either until this past week. It is the first time I encountered the callback feature. As I said, I have read other posts and I know others have experienced a similar problem. In fact the callback bot continues to send voicemail messages to my voicemail. It seems it is stuck on some type of automatic callback function. It is very strange; have never experienced anything like this before. Lucky for you it continues to work.