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Cancelled order replaced by Fido without authorization

I'm a participant level 2
I'm a participant level 2

Purchased a Pixel 7 on November 23rd before black friday madness and before the device was backordered and removed on the site. When I saw the order in back ordered status a few days later I was not surprised and was okay to wait it out. Given the demand it only makes sense.  A week later I received a voicemail from someone in Montreal that said the phone would not be deliverable in the Lemongrass colour, but if I switched to black it was available. I don't care about the colour and just wanted the phone so I contacted Fido - as this Montreal team does not have an inbound number. The agent told me they would need to submit a ticket. A few days later I saw nothing had changed online, nor email received so I contacted Fido again and the agent this time told me they could not see a ticket but would create one again. Not impressed but just wanted to get the order changed so the phone could be delivered. Waited a few more days and the status did not change and it didn't look like it was going to be deliverable so I opted buy the device from another vendor online who has them in stock. I contacted Fido to cancel the order and everything went smooth, so I thought as the device was removed from my orders under the support app. A few hours later I received another message from Montreal, saying that they saw the cancelled order and assumed it was an error and would replace the order for me so it could be delivered. As the client I assumed I would need to confirm, but an hour later received an email for the new order placement for the phone. I am not sure how this happens as that Montreal team should have the same client management/messaging software and could see my issues with getting the device and attempts to remedy this before cancelling.  Also, not sure how the order could be placed without client authotization - is this not essentially a contract for services which I would be liable to if fulfilled? I had to spend more time contacting Fido to cancel this again and they said they could leave a note telling not to place the order again, but if it did happen I would need to contact them. I am not sure how this can happen, unilaterally placing orders for a client. Does anyone have any expericence with this happening or is it a one off issue with the agent perhaps?


I was going to keep my new unlocked device under a BYOD plan with Fido prior to this interaction as the demand on the device was not really under their control, but placing orders like this certianly is and has left a sour taste for sure.


I'm a contributor level 1
I'm a contributor level 1


Former Moderator
Former Moderator

Hello @Brndntd,


I'm sorry to hear that you have had such a hassle to get this sorted out and I understand that this may have left bad feeling with you.


We're here to help. Feel free to reach out using the methods shown here if you need anything.