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Lost phone shipment !!!!

I'm a participant level 1
I'm a participant level 1

I've recently upgraded my phone and ordered the shipment online. I had no problems to wait for a couple a days before I realized Fido and UPS  totally gives a **bleep** to the customer satisfaction. I have had updated the address with Fido and despite that, the phone has been shipped to a wrong address twice. It is easy to ask the customer to call UPS and try to negotiate with them. Interestingly,  neither Fido or UPS listens and it is the customer (who apparently has no control over the shipment) who has to go back and forth wondering whats wrong. I've been a Fido customer for four years now, and it pains me to pull this thread up but the truth is its been a week and I've not received my phone. I am literally tired calling Fido so many times and they said they will get back to me but alas! This is not the first time an issue as such has occurred. Please do let your customers know that we can opt for Canada Post as well. I have no problems with the mistakes, errors in shipment or whatever but I have a problem with your professionalism. The UPS service made no efforts to contact me, even though they have all the details on earth to reach a place as common as downtown Toronto.


I'm a participant level 2
I'm a participant level 2

Thank god I am not alone here! I am Fido customer for last 5 years with 2 lines, paid 6 contracts in full and I just ordered another phone. Purolator says it's delivered at doorstep but not sure how they entered in apartment without me opening the door. Neither they knock. I call Fido and the executive literally confirmed that ' Fido's responsibility is over once a package is shipped with phone from their facility, it's a customer who needs to call Purolator to see what's going on. I am on call with Purolator and 'K  DO' while typing this here.(That's not what I deserve Fido. Aren't I? Not a single missed or delayed bill payment in 5 years? Wow..!!

Hey @rajvadaliya18


First off, we want to thank you for your long-time loyalty with us. It's truly appreciated and we're happy to have you with us throughout the years! Very_Happy


In terms of your phone, we want to assure you get it and we're going to look into all scenarios.


Does your building have a front desk or concierge? Have you checked there if they have your package? The shipment does require a signature so it may have been left there.


If that's not the case, please contact us as one of our specialists needs to submit a request to investigate the order since it shows up as delivered but you did not receive it. If you prefer, we can also PM you here on the Community. Just let us know! 

I'm a participant level 2
I'm a participant level 2

Hi Nick,


First of all thanks for getting back to me. No we do not have any front desks to receive a shipment. Only option to enter the building is by dialing number from front door whihc we never received. 


I already contacted Fido over the phone and I was told to contact Purolator as it is not Fido's responsibility. I am not adding anything here from me but just typing what was told to me. 


It would be a great help if you could start investigation for it and provide me any confirmation number. 


Thank you 

I'll send you a PM shortly to look into it with you. Talk soon! 😊

I'm a participant level 2
I'm a participant level 2

This is literally what's happening to me right now, i called to get an update and they said to me it was delivered and i was like how am I supposed to know. But thank god i was at home the whole day however I didn't receive anything nor any courier droped by. This is just frustrating 

Hey @czytalento


Thank you for sharing your experience with us, it certainly is not what we want it to be. We totally understand how important it is for you to receive your new phone as soon as possible. 


Did you receive an email notification with the phone's tracking number on your side?


Can you also tell us a little bit about what were the steps taken by the agent on call once you told them that you hadn't received the phone yet?



Former Moderator
Former Moderator

Hey @Shrestha91,


Welcome to the Community! Smiley


Thank you for sharing your concerns with us. I'm really sorry to learn how poor your recent experience was when you upgraded your phone. Getting a new phone should be fun!


I can assure you that we have your satisfaction at heart. We definitely need to look into this with you and see how we can resolve the matter as soon as possible. 


I will send you a PM and we'll take it from here.


Talk to you soon!