How to get customer support/leave a review

[MSFido]

I have had an abnormal amount of difficulty getting hold of a customer service agent. I have a question regarding data and usage on my account.

i have tried calling last week, you now can't reach someone on the automative chat. I sent a chat and after 40 minutes and several messages I had no response or even acknowledgement of my message, nor how long it would take to wait for a response. 

I finally was able to re-message and book a call, a customer service rep called me and in the middle of sorting out my service they hung up on me (or lost service). I have no received any acknowledgment of the call, nor a call back and so I have to go through this again. 

I'm really frustrated and disappointed, while I understand it's likely due to low staffing they can't have phone lines anymore this automotive chat service is more inconvenient (particularly for complex issues). I can't find a way to leave a review or speak to anyone about these issues. Can someone let me know where I can leave a review/give feedback. 

[CPWC]

To whom it may concern,  I'm extremely disappointed with Fido Customer Service.  I  recently changed from Virgin to Fido for my IPhone service, what a mistake!

They charged me, twice, the ridiculous connection fee of  $75  plus tax fee.  I have tried, unsuccessfully to reach Customer Service to connect with the billing department.  I have scheduled 4 phone call back and NONE have been returned!  I went in  PERSON to two stores and the answer was :  we are not allowed to check the account for you because you didn't made the change in this stores, you have to go back to the store where you got your new SIM card, "those are the rules", I was told by the agent as I complained respectfully!  I, then, went to the Dufferin Mall , where I made the changes.  The response was "you have to contact Customer Service, after 2 hours of waiting there. I can't believe the lack of respect and consideration Fido has for it's customers.  What to do?  I guess, complain to CRTC and write terrible reviews in Social Media.  What else?  Please help!  

[FidoPhilippe]

Hey @CPWC! Welcome to the community. 😊

I'm sad to read about your experience. That's certainly not the way we want you to feel!

Are you still having trouble with the fee? If so, please let us know and we'll be happy to see what we can do for you.

Hope to hear from you!

[CPWC]

Hi FidoPhillipe,

It's extremely kind of you to offer to help.  Yes indeed, I tried again to reach customer service by visiting the Cloverdale Store.  A very king agent, I believe her name was Murray, show the desire to help me.  She opened my account and realized that, in fact, I have been charged twice for connection fees.  In a month I paid $263 for one mobile phone line,  outrageous!  She called Fido, and as usual the message was "to make an appointment for a later day and time. (As a reminder I have made 4 and no return call, I have the records). She tried again by saying that I wanted to make an improvement and, curiously, an agent responded immediately!  As soon as I explained the problem, he stated "Sorry but I can't do anything you have to make an appoitment".  She tried 2x more.  Once a lady answered and tried to help by connecting me with billing.  Suddenly the call dropped.  No call back, nothing.  I asked the 3rd agent, and the same answer.  I stated, well, what can I do if all I have done has been unsuccessful. His answer was:  "Change to Rogers". Infuriating, unprofessional and disrespectful.  I have spent hours in person and on the phone and in this FORUM.  FIDO owes me one connection fee of $75 plus tax plus compensation for the aggravation it has caused me.  Not fair!  

[FidoPhilippe]

Hey @CPWC! Thanks for sharing that and I sincerely apologise for all the trouble it has caused you.

Given the situation, I'll be getting in touch with you directly over this matter, assuming it hasn't already been resolved.

Talk to you soon!

[COWC]

Thanks FidoPhillipe.  The problem has not been solved.  I'm in the process of filing a complaint with CRTC.  How unfortunate!  I hope to connect with you soon.  

[Peesha]

Fido is the worst. I have been a loyal customer for over 10 years. The customer service is trash. They have no empathy. I have to move elsewhere as soon as possible. Avoid Fido and Rogers at all cost. They do not care about you.

[CPWC]

I totally agree!  

[FidoPhilippe]

Hey @CPWC!

I'm happy to read that it was resolved for you at least. My sincerely apologies again for all the trouble!

If you need anything else, please let us know.

[COWC]

it hasn't been resolved!  I mentioned it in the last reply. 🤔

[redefinecoach]

Fido service is the worst. They've gone down hill over the years. I'm going to be moving over to a different company altogether. 

[ac34]

The customer service from Fido is TERRIBLE - they have no understanding of your time or respect for the fact that you are a loyal customer. 

[redefinecoach]

Agreed! I've been a Fido customer for two decades and am moving over to another provider altogether. I bought a new device back in June 23rd 2023. The in store rep asked me if I wanted device protection, I said no. On June 25th I received an email thanking me for device protection. I wrote back immediately advising I did not ask for this. They continued to charge me and won’t give my money back advising there are no notes on file. The in store manager said I’d have to call customer service. I opened a case a month ago only to find out on my own that the case was closed. The customer service rep said I’d have to go in store. These people don’t know which way is up. Avoid Fido/Rogers at all costs!!! 

[Cawtau]

Hello MSFido,

  Welcome to the community!

  Sorry to hear you're having a difficult time reaching customer service. I understand you have attempted their Live Chat option. They can also be contacted via Facebook or Twitter (in addition to calling). Those methods can be accessed via the contact page posted above.

  You should also note that these forums are community-driven and not intended as a venue for customer services. As such, we do not have access to customer accounts. If you would like to discuss your data and usage, you would need to contact customer service.

Hope this helps 😀

Cheers

[Fiona10]

Hi Cawtau,

Can you please help with customer being disrespected by staff in store? Store staff refused to perform service because too many questions are being asked. Staff continued to argue and does not let customer even talk. Conversation fully recorded. Any suggestions with escalation process? Thank you. 

[KAPABLE-K]

Hi @Fiona10,

I'm sorry to hear about the way you were treated, did you go to a Fido-branded store or was it a third-party retailer like BestBuy, or Walmart? If you went to a Fido branded store these stores are individually owned and you would have to ask for the manager at that location to voice your grievances.

[Fiona10]

Hi Kapable,

It's a Fido branded store. I did ask to speak to a manager twice during conversation and the employee kept ignored my request. When finally she agreeed to get the manager, the assistance store manager came out and asked me "what do you want. She had been working here for two years and why is she only being mean to you." This I am quoting his paraphrase. When I asked him if he could take time and heard my side of story he refused and told me that "I will protect my staff not taking your side" and wound Not let me even talk. Called security right after he verbally assaulted me. Had this in recording for reference. 

[KAPABLE-K]

Hello again @Fiona10,

As I was not there I can not comment but if that really happened you can either just not deal with that location or if you want to pursue this further get in contact with the actual manager and if you have proof of what happened present it to the manager.

[redefinecoach]

Your reply is missing the mark. They've tried customer service. Adding a happy face emoji at the end of your reply is patronizing. 

[Cawtau]

Hello Redefinecoach,

  Welcome to the community!

  I'm sorry, but you're the one who's missed the mark. I understood they've tried contacting customer service.

---

@Cawtau  wrote:

... Sorry to hear you're having a difficult time reaching customer service. I understand you have attempted their Live Chat option....

---

  However, that does not change the fact that the forums are not a venue for customer services. If they wanted to speak to someone about their issues, posting here would not reach them. They would need to have reached out to them through their service channels again.

Cheers