Charged setup service fees

[imjimil]

Hello, my friend just referred me to buy fido sim and we went to the store to get the sim. The store guy said nothing about my setup service charges while explaining billing. It's $50, it's only been few dats days and I got $100 bill, this is not ethical or acceptable. If guy would have said I would be charge $50 extra over my desired plan I wouldn't have bought this card.

Is this normal practice here? Not telling about hidden charges and be surprised when the bill comes? Highly disappointed 

[amuns]

Hi everyone,

I also was just surprised by this today. I spoke with a Fido representative on the phone last night about transferring my line over to Fido from a Rogers account. She said if she did it over the phone the $60 fee would apply, but if I did it myself online it would not cost anything. 

So I transferred the account this afternoon and saw nothing about a $60 Service Setup Fee, but after completing the transaction I received an New Account Confirmation email listing this fee. It really is not right is this is buried somewhere in the legal documentation and not in the order total upon paying. I have no plans to go into a Fido retail store to get setup help since I've had the same phone for 5 years and am no stranger to setting up technology. I'm hoping this is a mistake and that it will be taken off before my first bill. Please help - thanks!

[FidoLony]

Hey @amuns,

Welcome to the community! 

Since the fee is an automatic charge, it will always reflect after all applicable transactions.

Now in your case, if everything was done online, you will get a credit equivalent on your following invoice! 

By all means, if ever you notice any discrepancies, contact us here and we can help!  

[amuns]

Hey @FidoLony , thanks for your reply! I'm happy to report there was no charge for a setup fee once my first bill came in. Just a bit confusing that In the intial documentation upon setting the service up, the charge was listed. But all good now - thank you!

[anantgupta]

Yess, this is so unprofessional from Team Fido. Either you mention clearly upfront all charges or don't charge anything and expect the end user to understand.

I am facing the same issue. The customer service says that contact store 

[FidoLony]

Hey @PoojanPatel12 and @anantgupta,

I'm sorry to learn about this experience.🙁

Our stores should always confirm these charges with you before completing any changes and it would also be noted on any paper documentation provided!

That said, if they did not disclose this amount we do recommend to visit the store where the change took place to dispute the charges. 

You can also contact our customer care team so we can report any incidents and provide assistance! 

[PoojanPatel12]

I also have a same issue. I just brought the SIM card and select the paln of 34 dollars and now the bill say I have to pay 107 dollars and they charged 60 dollars for set up and they store handler didn't told me about that.

[atoney]

Agreed.  What a scam.  Just went to the UK and got a 20 GB sim for 15 Euro at the airport.  Popped it in and it worked like a charm.  Unlimited texts and calling.  No set up fee.  Friends there have regular providers that charge half of what we are charged in Canada. I get a new phone in Canada, when I've been with Fido for over 10 years and I'm charged 50$ Cdn to set it up.  Set WHAT UP? I used the same sim card and bought the phone on a plan that makes FIDO money.  How is this ethical?  

[FidoValerie]

Hey @atoney !

Welcome to the Community.

As with many other products and services, we can't really compare our offers to different markets, especially from other countries. 

A lot of factors matter when it comes to pricing, such as the density of the population and the territory to cover. This can affect the costs to maintain the network, and therefore the pricing itself. That said, we do believe we remain competitive within the Canadian market!

As for the set-up fee, this fee allows customers to visit a Fido retail store within 15 days of their purchase to get help from a specialist to set up their device. This includes:

• Content transfers between devices including device back-up (apps, contacts, pictures, videos, etc.) to the cloud.
• Installation of cloud back-up services or any third-party apps, or more than 3 apps (provided the customer has their app login information).

This fee applies to all customers but is waived for transactions that you complete through your online account.

Hope this clarifies!

[atoney]

Thanks for the reply. I still don't understand the setup fee. I moved the SIM card from the old phone to new phone. Nothing to set up...  seems like a game to mitigate cash flow lost due to pressure by govt and customers to reduce monthly fees. Just my thoughts. 

[FidoStephane]

Hi there @atoney,

We'll send you a PM so we can look into this with you 

Keep an eye on your inbox  

[FidoAllan]

Hey @imjimil! 

I'm sorry if there was any confusion regarding this charge! 
The $50 Service Setup Fee is always applicable for new activations or upgrade, as it helps cover the cost associated with activating your device or service on our network. Currently this fee is waived for customers who activate or upgrade their device online. 
It should always be mentioned, and it also appears on your documentation. 

[RiteshPoddar]

Can you let me know what is this scam? Even I bought a new Fido sim earlier this month. Nothing was mentioned or said while making the purchase. I was told I will be charged $40 for my billing etc. But now when I look into billing details in your app I see $61 service fee. I would have never bought your sim if this was the case. As a new comer got scammed into this trap with such high useless service charge. Iread above that this fee is waived who activated or upgrade their device online. I haven't activated any device nor upgraded my device. Its just my old phone where I inserted your sim. This fee should be waived off or else I don't want to use your service furthermore. I am scared how much I will be scammed further in future. This is sheer looting

[FidoAnthonyZ]

Hello @RiteshPoddar,

We replied to your other post!