Well hello Fido community!
I wasn't sure how to submit a review for the customer support team, so I figured I'd just pop it in here because this needed to be said.
I've been with Fido for, 16 years now?! How the time flies. I started with them because that's who my mom was with, and I stayed with them for the pricing - they were always competitive when it came to pricing.
But another reason, was for the support. I've always been lucky in terms of wait time and the customer support agents I've been connected with. And I am thrilled to say that today was no different.
It's "Black Friday" time, which means great deals, but also super busy for the Fido customer support team. Today I called in mid-day, and there was a bit of a wait (30 minutes, which was still significantly less than what the expected wait time was), BUT it was absolutely worth the wait!
Today I had the pleasure of speaking with, and being helped by, Caitlyn from Ontario. Caitlyn was the most positive, thorough, detailed-oriented, kind and compassionate customer support representative I've likely ever spoken to. Although the phone I wanted was on backorder, she walked me through the entire process step by step and told me exactly what to expect. She also took AMAZINGLY detailed notes (even included the promo codes for future reps so they wouldn't have to look them up when my phone shipped). Despite the countless people I'm sure she's already spoken to today alone, she treated me like I was important and took the time to make sure I was taken care of properly. She didn't rush me off the line while I still had questions and she was genuinely kind. I just can't say enough kind things about Caitlyn or her work ethic!
For everyone here complaining about their customer support experiences, I'm sorry that you've had them, but I hope in the future that you get to speak with someone like Caitlyn, because people like her who genuinely want to help, do exist. Thank you Fido, and give Caitlyn a raise!