Showing results for 
Search instead for 
Did you mean: 

Complaint regarding follow-up and service at Fido E-Solutions

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

To who is may concern,


I am writing to express my dissatisfaction with the service provided by your Specialist, Jobanpreet, on March 7th, 2023, and would like to bring to your attention the inconvenience caused to me due to the delay in addressing my follow-up inquiry regarding reference # I19789***** in a timely and efficient manner.


While the initial conversation with Jobanpreet started well, with the Specialist being polite and attentive, despite my repeated inquiries, Jobanpreet was unable to provide me with a satisfactory solution to my concern and kept asking me to wait for a few more days.


I was particularly disappointed to learn that I can do nothing but wait for more days to receive the updates from the Office of the President. Even with the fact that I was promised by the Supervisor from the Customer Escalation Team that I would receive a call by last Saturday, March 4th, with the updates on my inquiry. However, I did not receive any call from your company as of today, March 7th and still need to wait.


Lastly, when I expressed my need to escalate my inquiry of not receiving the updates to the Office of the President or the Fido E-Solution Supervisor, Jobanpreet refused to take any actions to provide me with a timely resolution to my concerns.


I trust that Fido E-Solutions takes customer service seriously and that my complaint will be addressed promptly. I request that you investigate this matter and take appropriate actions to prevent such poor service in the future.


Furthermore, I require a prompt resolution to my concerns. Please ensure that the right department contacts me through the email. More details can be provided if needed.


Thank you for your time and attention to this matter.


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

Updates: On Tuesday at 3:09 PM, the Office of the President contacted me AFTER

  1. another terrifying Live Chat experience (the first specialist asked me to wait, and the conversation started showing that the chat had been transferred, and it let me wait for ONE HOUR!! I thought it was transferred to the supervisor or someone in charge, but it turns out the chat was transferred to another same-level specialist!) and
  2. escalated to @Fido Solutions on Twitter (was not a regular twitter user and had to download the APP to find a way to file the complain)

The original problem has been resolved as of today, but the overall customer service experience has been extremely POOR!!! Except for the advisor from the Office of President, who resolved the issue in a timely manner after reaching out to me. The problem would not have happened if the Fido Escalation Team was properly trained.

Hi @WYL , sorry to hear that you're not receiving an answer in a timely fashion. Unfortunately, we here in the forum cannot access any account information or correspondence. You will have to rely on the process presented to you by the customer service representative. I hope you hear back soon