If what Fido has is customer service, its disgraceful.

[ssb1963]

I called the other day to add two lines to my existing line. I came up with an agent that is just sitting there to get paid. He kept putting me on hold and hold. In the background, I could hear them talk and laugh in a different language. Clearly showed they were students out to make money and NOT make money for Fido. 
Finally, after 45 minutes I asked him to get me his manager. He put me on HOLD and came back and told me that his Supervisor wanted me to go to the website and file a concern there. Again, getting paid to make customers leave Fido. Great job.
I went there and was told that I had to talk to a Supervisor. I told him I was not provided one and was advised that I cannot do anything.
The system is SO broken and students get their money and this company doesn't give a **bleep** for us.

[FidoRania]

Hey @ssb1963, 

We're very sorry to hear about your experience, we truly don't want our customers to feel this way. 

You can reach out to us here and we'd be more than happy to look into everything with you. 

[ssb1963]

That's the problem. I have called and chatted with THREE agents and they said I will have to talk to a supervisor. The same that I wanted and was advised to go online and write to the Office of the President. Anyways, I still sit and wait for his excellency the supervisor to call me. Its almost a week. If complaining is going to take this long, the complaint will take a couple of years.
Please keep hiring these agents that 1) Don't give a **bleep** about Fido @2) Don't give **bleep** about Fido's customer and 3) ONLY care about the FREE $ they get

[VINI-6]

I joined Fido on Aug 12 2023 and had a good experience at the mall outlet.  When I then went to the web-site to add on a package to my account the problems began.  The site looks very pretty but it is not very helpful.  No FAQs, no instructions to instruct how to use phone services(call forwarding etc).  When trying to add an optional package it then asked me to rebuild my agreement !  Really ???    This was totally confusing as I had agreed a special deal at the outlet and did not want to change my base agreement.  I phoned into Sales and that also did not go so well.  The person was very nice but apparently was new and my request was misunderstood (even though we had a detailed conversation and I had been specific in my language).  Set up wrongly, it resulted in my being charged $245 for one long-distance call.  Today in a arranged "call-back"  The first thing I asked was "What is this case reference number in your system?"  Given her name and the number we then had a very successful conversation.  She reviewed the problem with her supervisor, looked back in their records to confirm and made corrections.  She also advised me to call back in once the billing month is rolled over and I see the charges, to confirm that the correction is fully followed through.  They have a recorded conversation and notes on my account and of course I have the Reference Number.     My suggestion to all Fido customers, ask for agent's name and reference number(interaction with you) at the beginning of the call.  This will show you are a serious person who knows how to protect and document the relationship with Fido.  I am very happy with my interactions so far but Fido is far from helpful within the website or by using the mode of communication with customers(chat boxes etc).  On the other hand the prices are reasonable.