Customer Service Call Back-never received call back

[YotamT]

Tried a few times now with their new AskJack to get some help on my account.  Their AI tool is terrible, not getting what I'm asking, and just spitting out clips from their FAQ page.  When you do chat with someone they try and upsell you on packages even though you're calling to contest extra billings on your account, not a great look.  And the whole chat process takes easily an hour as the other user takes ages to response.  My feeling is that Fido / Rogers is overworking their staff and they're managing multiple chats at the same time.  So I tried the call back, did everything I was supposed to and silence.  This happened a few times.

HOW DO I TALK WITH SOMEONE AT FIDO?!?!  Do I have to go to a kiosk and port my account to a company that values customer service?  This is really a step backwards and if anyone from Fido / Rogers is reading this, take note!

[manesh486]

I need to reactivate my home internet 

[FidoVan]

Hey @manesh486,

Please reach our customer contact center here for support with that, thank you!

[Na10]

I had the exact same experience today… I stayed with Fido because of their great customer service, and since I can't now talk to a live person without a call back, where the first available time was 90 minutes later, this shows me that they don't value their customers anymore. I also tried the chat option, and the person clearly is responding to multiple people as doesn't even read the message. I type an asked me what my concern is and then takes ages to respond for people who are not able to type. The callback is the only way to talk to a person and clearly their time is more valuable than ours, because  We're not able to talk to a person when we are available. This has left  a very sour taste in my mouth and I'm truly considering switching companies as why stick with them if customer service is not like it used to be.

[FidoAnthony]

Hey @Na10,

That's definitely not how we want you to feel. Feel free to send us a message on Facebook or Twitter. Our social media team will be happy to help you! 

[JohnnyMcs1959]

Hey Fido Anthony, you're not answering the questions? How do customers get to TALK to a live person at Fido instead of that annoying AskJack system that clearly doesn't work. You only say to try Facebook ot Twitter, I don't use social media. That doesn't help me. As I see so many others say this, I too will be leaving Fido after 8 or so years if this **bleep** doesn't change. I have never dealt with anything like this from any other company. Fix it. Fire AskJack and have REAL PEOPLE answer the phone

[FidoValerie]

Hey @YotamT  
Welcome to the Community! 

We definitely don't want to see you go.
We're always looking for ways to improve the customer experience, so your feedback is appreciated.

As of now, there are multiple ways to reach someone for assistance. All the methods can be found here.

When it comes to the callback system, here are the steps to follow: 
1. Call 611 from your Fido phone
2. Choose the option to speak to a specialist, then a link will be sent to you by text message
3. Click on the link that will direct you to AskJack to arrange your callback appointment

If the appointment option does not appear automatically in step 3, type ''callback'' in the chat bubble and it should work.

Hope this helps! 

[JohnnyMcs1959]

Hey Valerie,

The easiest way for a customer to resolve problems with ido is to cancel the service and go somewhere else. You simply are nut listening to what so many people are saying to you. People DO NOT LIKE Ask Jack. People ae not happy with Ask Jack. People are Frustrated with Ask Jack. People want you to get rid of Ask Jack.  People don't want to deal with Ask Jack. GEt rid of Ask Jack and the person who came up with the concept. Start listening to your customers or start losing more and more. If Ask Jack is still there when my current contract expires, I will be gone. You can thank Ask Jack for that.

[YotamT]

Hi FidoValerie,

I had tried unsuccessfully to use the call back twice.  I do follow all the prompts and schedule a time for the call but in both cases I never received a call back.  So I guess it's 611 then and hopefully that doesn't redirect me to AskJack.

[FidoVan]

Hi there @YotamT,

We'll send you a PM to confirm a few things with you. Chat with you soon!