Disappointed with Fido/Rogers Customer Service - Do Loyal Customers Even Matter?

[bisibobi]

Hi everyone,

I’ve been a loyal Fido customer for about 4 years and had 2 lines with them. In July, I decided to cancel my service after getting a better deal from Freedom Mobile. Shortly after, I received a call from Rogers’ winback team offering to match the Freedom plan, which sounded great!

However, I was in a meeting at the time, so I asked them to call me back in an hour. That call never came.

As a long-time customer, it’s disappointing to feel like my loyalty doesn’t matter. I would’ve appreciated at least a follow-up. Is this how Rogers/Fido treats customers who have been with them for years?

I expected better!!

[bisibobi]

All of this as mentionned is very disappointing and shows how little they value their customer.  Is their time more valuable then mine? definitely not. Both are times are valuable. I was in a meeting and asked the rep to call me and they assured me they would call back. it is not aboutcycling back to me, it is about professionalism. They could have said we cannot call back at a later time and it's a one time shot simply, however I was assured they will call back

[Original_Lucy · Accepted solution]

Hi @bisibobi , sorry you missed the call. The win back team is a separate contracted division. They call from a list of previous subscribers and if you don't take the call/offer, it could be a while before they cycle back to you. I'm not sure if you can speed that up but you can call fido support and request a call from the winback team. That may help. See Here for various contact methods