SIM card replacement

[AndrewSem]

It took Fido about a month to replace my lost SIM card, while Fido charged me for this month. I succeded to get a new SIM card only after visiting several Fido stores in Toronto. I found that not all Fido stores are able to do this. The staff in some stores (at 2300 Yonge St, Toronto ON, for example) is simply not qualified enough to do this and just provided me with some ridiculous explanations why such a simple procedure should take this long.

[FidoSaira]

Hello @AndrewSem,

Thank you for the details. I am sorry to learn you had trouble getting a sim replacement. It's a rather quick procedure depending on which method customers choose to get the sim. There are 2 ways for customers to get a new sim/esim card.

1. We can order one and ship it to them. They'll need to update it through your fido.ca account via self-serve. They do require to have access to the old sim card number though.

2. The second way is by going to a Fido store. The sim/esim can be purchased and swapped in store at the same time, without needing the old sim number. Customers must bring a valid photo ID with them to purchase the sim.

What exactly did the store in question say?

You can also check through the store locator link which store offers which service.

[AndrewSem]

Hello,

My son is the principal (level 1) account holder. He lives in Montreal. The SIM card (that was reported lost on October 8, 2023) was in my name. I live in Toronto. My son reported the case on October 8 and was told that the new SIM card with the old SIM card number would be sent within about 5 working days. However, neither he nor I received the new SIM card until today. On October 16, 2023, my son upgraded my access level to level 1 in order to make it possible for me to also get the new SIM card with the old SIM card number in person in a FIDO store in Toronto.

When, after not receiving the new SIM card by mail, I came to the FIDO store at 2300 Yonge St Toronto on October 31, 2023 (i.e., 2 weeks after my access level was upgraded to level 1) to get my new SIM card, I was told by the FIDO staff member Harsh that it must take 30 days after the access level is upgraded to level 1 to be allowed to get a new SIM card with the old SIM card number in person in a FIDO store.

I called FIDO and was informed that there is no requirement of 30 days and, since I already have level 1, I should be able to get a new SIM card with the old SIM card number in any FIDO store. I was also provided with the file reference number that I was asked to report to a FIDO staff member if there is any problem with issuing the new SIM card.

When I came back to the FIDO store at 2300 Yonge St Toronto and explained the situation, I was informed by Harsh that he is unable to do anything and I still have to wait until 30 days expire. When I asked him to see the file, he told me that he has not access to this information and is not going to do anything to help me.

I went to a different FIDO store (at 1987 Yonge St Toronto) and explained the problem. They checked the file and issued the new SIM card with the old SIM card number. It took them about 3 minutes to do this.

As I can see, at different locations the FIDO staff members are trained differently. At some locations (at 2300 Yonge St Toronto, for example), the staff members seem to be unable to perform even simple tasks. I find it inappropriate when customers waste their precious time on trying different locations (often quite far from them) just to get some basic service that, in fact, any FIDO staff member is expected to be able to provide. Even more disappointing is that Harsh did not even try ho help me (i.e., to spend a few seconds on opening and reading the information in my file provided (for him) by his colleague). In my opinion, the question is not only about the qualification of some FIDO staff members, but also about their unwillingness to do work they are expected to do as FIDO employees.

Besides, I find inacceptable for FIDO to charge me for the period from October 16 to October 31, i.e., for the period when FIDO should send me by mail my new SIM card but failed to do this.

[FidoKenny]

Hello @AndrewSem 

Thank you for sharing your experience with us here on the Community. Sorry to hear what happened.

I can confirm with you here that you can purchase a new sim card as a level 1 contact. That said, as per policy, you must have been on the account as an Authorized Level 1 user for at least 30 days

Your experience with us is our priority and we are happy to take your feedback. If you need further assistance, you can find all the ways to reach our team here.

[AndrewSem]

One more comment. If, as a FIDO member, you respond to my concerns, I would appreciate if you read what I write first. This is is just to avoid senseless responses.

[FidoSaad]

We apologize for the confusion. We can confirm that the store in question did follow the policies in place. 

Generally, it takes 3 to 5 business days for a new SIM to be shipped. To do so, the account holder must place the order and have it shipped to the billing address on the Fido account.

If you prefer picking up the SIM card in person at a store, your authorization level on the account must allow it. As you've previously mentioned, your security level access to your son's account had to be upgraded to level 1. However, there is a grace period required. The alternative would be for the account holder to pick it up in person for you.

Hope this clarifies!

[AndrewSem]

Just to avoid any misunderstanding. It is not my goal to convince the FIDO staff members that it is inacceptable that: (a) a customer is unable to get a new SIM card by mail for 1 month, while the new SIM card is expected to be shipped within 3-5 business days, (b) different FIDO stores have different policies and act differently, (c) some FIDO staff members are not willing to do absolutely anything to help customers. This seems to be clear to everybody.

My understanding is that this chat/forum has been created by FIDO in order to provide FIDO with the customers’ feedback, so that FIDO could improve its work to better meet the customers’ needs. FIDO should be grateful to the customers writing their comments for their feedback and should work to fix the problems raised in the customers’ comments. Unfortunately, as I can see, it is not the case. FIDO just tries to explain people that there are no problems at all and that everything that FIDO does is absolutely correct. I believe that if FIDO does not change this practice, does not recognize obvious problems it has, does not respect customers more, and does not pay more attention to how fix the problems raised by the customers, this will just lead to that FIDO will lose customers.

In the previous conversation with the FIDO moderators, I did not find any sign that they recognize their problems (which they clearly have) and are willing to fix them. This is very disappointing.

[AndrewSem]

First, while "Generally, it takes 3 to 5 business days for a new SIM to be shipped", the new SIM card has never been shipped, so that I had to get a new one in a store on Oct 31, while the order was placed on Oct 8.
As of "We can confirm that the store in question did follow the policies in place.", my level allowed me to get the replacement card on Oct 31, but the store in question refused to issue it, while your colleague told me on the phone that there should be no problem with this and the store at 1987 Yonge St Toronto issued the replacement SIM card on Oct 31 without any problem. According to you, your colleague and the FIDO staff members at 1987 Yonge St Toronto both violated the FIDO policy. Sounds ridiculous.
According to you, the grace period for getting a new card after a change in the security level is 1 month. Not too long for a simple task, especially given that you force customers to pay for this month?

[AndrewSem]

Hello,

I do not understand what you mean. I do not need to purchase a new SIM card. I have already gotten my replacement SIM card, and my question/concern was why it has taken FIDO so long (about a month) to issue a replacement card (while this should take a few days only) and why the FIDO staff members ignore customers and are unable to do some basic work.

Thanks