Horrible New Phone/Chat Support system

[mubdi]

I am truly frustrated by the new AskJack/phone support system that Fido has implemented (as of this week it appears). 

I have had a ticket open with Fido support regarding a roaming issue (neither here nor there for this purpose of this complaint). In previous interactions around this case, they asked me to call back after my bill, and they gave me a case number. Not a problem, or so I thought.

This new arcane system seems to be designed to prevent any interaction with a human at all cost. So, when calling 611 and navigating the menu to get to a customer support agent, the system leads to a dead end where they send you a text message to AskJack and hang up on you. When you go to AskJack, beyond the automated queries, when you ask for a representative, it puts you on a queue to speak to a representative via chat. The representative on chat is unable to schedule a callback (and the chat has a significant latency) - so they recommend going through the system again, but this time, through AskJack, asking for a call back rather than a representative. Turns out, you can only do this via the link provided by SMS once you've called in, and not by starting an AskJack session via the website directly. 

This level of work to get to someone when you have an existing support ticket is atrocious. I can say with certainty that if this continues to be the system to get support, you will be losing two subscribers at least.

[Garrett00007]

I called them just now - becuse no assistance on line except for **bleep** jack. They scheduled a callback in two days!! Unbelivable!! ABsolutely time to ditch Fido

[FidoCorey]

Good morning @Garrett00007, 

Did you receive your callback as promised? Were they able to resolve your concerns?

~FidoCorey

[Garrett00007]

Yes, I did receive the callback, and yes they did resolve the issue (after I mentioned how it might be solved).
However, two things to note.
Point 1: Fido have removed the ability for me the chat with customer support. Now I must arrange a callback instead. The quickest callback for me was approx. 48 hours. That is fine if I have a “query”, but is totally unacceptable when I have a technical issue. As mentioned before, I will be switching provider before the week is out. I cannot be left hanging for two days when I have a technical issue.
Point 2: When I receive a callback, the agent then wants to ask me for my personal details in order to verify that I am who I say I am. I felt uncomfortable doing this because I did not call them, they called me. I tried to explain to them that although they probably were calling from Fido, I had no way of knowing that they actually were. So, this to me is a security vulnerability in this callback process, and is another reason for me to switch providers. I do not want to fall prey to a hoax Fido call some day.
Fido used to be a good service, reasonable value (by Canadian standards), and the chat facility was definitely a great feature. Now they are going the way of all greedy corporations.

[FidoPhilippe]

Hey @Garrett00007! Thank you very much for all your feedback. 😊

We're always looking for ways to improve how we do business.

[LenK]

I needed a replacement sim. There was even an option in the chat for that, but I still had to request a call back, which never happened as far as I know. I had the luxury of an additional phone for a call back, otherwise the whole process would be totally useless.

[Nixon71]

I totally agree with you. Having same issue with Fido. Useless Ask Jack sends you to call back with text message and inspite of scheduling call back past 3 days many times during the day abd even I get text message of reminder if call back 30 minutes before but no one from customer service calls. This has been going on past 3 days. Thinking of complaining to consumer bureau or CRTC.

[FidoLony]

Hey @Nixon71,

Welcome to the community! 

We're sad to learn that you're having a hard time getting through customer care over the phone with the new call back system. 

We do have other venues for support such as live chat or even via social media. All of our contact methods can be found here.

We'd love nothing more but to help! 

[Confusedhere]

CRTC is not the right venue. CCTS is your only recourse. Even then, they may (likely) reject your complaint. 

[clsmooth]

I ended up repeatedly screaming the word "agent" to "Jack" only to get to an option of scheduling a call-back with an actual human after 10 minutes and loosing my voice.

Fido should reduce all customer's monthly bills by 5% if this is the case.  We're clearly not paying for staff anymore.  Fido's already clearly saving money by not testing anything before releasing it to the public.

[FidoAnthony]

Hey @clsmooth,

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

[Newfey]

This system is a total nightmare! I stayed with Fido all these years for their customer service. Always a friendly person to help but now...I used to recommend Fido to everyone, now I tell them to stay far away. I'm ready to pay off our contracts and move to Videotron.

[FidoKenny · Accepted solution]

Hello @Newfey 

I'm sorry  to see you feel that way. We would be happy to go over your options with you.

You can find all the way to reach us here.

[Newfey]

You've listed 6 options but none of them are by phone. I want to talk to a real person without going through hoops to schedule a callback.

[FidoKenny]

You will easily find the customer service number to reach us on the link I sent you here.

From there, you can reach a representative on the phone to assist you.

[JohnnyMcs1959]

I totally agree.  This system is absolutely infuriating.  Nothing but total **bleep**. The miscreant who thought this up should be fired.  Fido is going to lose a lot of customers over this.  I have been with them for 8.5 years,  but this is to much 

[khouya]

Hi @mubdi 

I'm with you, too many options can confuse users. I think fido will improve AskJack over the time :).

Have a nice day