Complaint - Disappointed with the Boxing Week Deals

[whitney99]

Hello Fido team,

I was not sure if this is the right thread to post my complaint but I had a bad experience with Boxing Week deals. By posting this topic, I would like to reach out to Customer Services for solutions.

I went to a Fido store at Chinatown Center, Toronto (222 Spadina Ave) on Dec 31, 2019 for the Boxing Week Deals. I was promised by a Sales Representative worked on the evening shift that I could redeem a deal to get an iPhone XR. He told me a deal as below:

- Keep my current plan ($50/ month)

- Pay $240 upfront

- Get back $150 monthly discount

and I can get an iPhone XR. It was busy that night so he told me that the deal would be still on until Jan 06, 2020, so I can come back later. I actually was there with another friend who successfully got a deal of a free iPhone XR and I was just after her. The Salesperson let me go with his promise and I believe he already checked the system before telling me the deal.

Today, Jan 02, 2020, I visited the same store and met another Salesperson. He told me that the deal disappeared. This Salesperson told me that he saw the same deal on Dec 31, 2019 saying the same thing with what I was told. The deal now disappeared and he could not redeem for me any longer. 

I was calling 611 (Customer Services number) and on the line for a long time but could not reach anyone. 

I am looking for some professional responses to this situation. Two different Sales Representatives told me that the deal should have been active until Jan 06, 2020; and it disappeared on Jan 2nd.

PS1: If this is not the right place to post a complaint, please let me know where I should post.

PS2: I can provide the names of the Sales Representatives that I worked with if it could help.

[FidoNick]

Hey @whitney99, Happy New Year!

We're sad to hear you didn't get to benefit from the promotion however keep in mind that our offers do come and go and demanding on demand they can end at any time. For this reason, we cannot honour any offers made other than the same day; the same applies when you speak to our customer service and an offer is made. Due to this, we unfortunately cannot honour promotions after they have ended.

That said, there's always new deals coming and we suggest you keep an eye out on your Fido.ca account to see what's available. You can also contact us and speak with one of our specialists so they can look into getting you the best offer they can

Hope that info helps!

[whitney99]

What is the point that the customer service guy told me the offer would be active until Jan 06, 2020 and I can come back later? Then, when I came back on Jan 02, the deal disappeared? Are you saying that Fido can suddenly stop your deals even you introduced that they should have lasted longer? 

Also, when I visited the store with my friends, there were two Customer Service guys working at the store. One guy worked with my friend who successfully redeemed her deal. I talked to the other guy who had no other clients at that time and he refused talking to me, saying that I should wait for the other guy to finish. That guy after finished his service with my friend told me the deal that I mentioned and then let me go rather than actually working on my case. 

Is it how you are training your team to provide your service?

I get the point that the store might not have enough iPhone to supply clients but it should be something that Fido needs to be responsible for. I came for the deal that you were promoting.

[whitney99]

To make it clearer, I would like to add:

1. I came for the Boxing Week deals during the time the deals have been active, i.e. Dec 31, 2019.

2. The Customer Service guy knew the deal was there but prefer letting me go and coming back later for some reason. He might get tired of working during the week so he did not even care. I insisted that he should proceed for me but he told me to come back later; the other reason could be the store did not have enough phones as I saw him calling around to ask.

3. The other Customer Service guy at the store had no other clients but did not want to provide his service. He was there watching us talking and making jokes around.

Can you see any professionalism in this situation?

[FidoClaudia]

I assure you that it's not the impression we want you to have, our customers are very important to us and we definitely care about them @whitney99. 

However, our promotions can be expired or changed at any time and without notice and it's definitely unfortunate that you weren't able to take advantage of the offer you were looking to get.

With this being said though, we want our customers to benefit from the best deals possible at all times. We have other offers and we would be more than happy to revise your account and see what can be done for you based on our available options. 

You can reach out to us here or we can send you a PM on the Community to take another look at your options, let us know what you prefer.

[whitney99]

Hello Fido team,

I am unable to use Contact Us for some reason. Technical issue? whenever I hit the link, it redirects me to my account page and nothing more. Couldn’t figure out how to reach you.

Please send me a PM to discuss your offers. Please give me a detailed instruction on how to read your message if you PM me as I cannot find any inbox on my account.

The best solution is to post your offers here.

Thank you!

[FidoPhilippe]

We've sent you a PM @whitney99.

We'll take a look at your account to see what we can do for you there.

[whitney99]

Hello FidoPhilippe,

I replied to your message.

[whitney99]

Hello Fido team,

I haven’t received any responses to my message for more than 24 hours. How should I interpret this silent? How long should it take your team to proceed it?

I hope that we are on the same page that I went for the boxing week deals and wasn’t able to redeem it because your salesperson wanted me to leave and the other person didn’t want to provide his service but was making jokes around.

As a client, I should have got what I deserved. But your team has not made it happen!