Still no answers from fido...

[Ash333]

I don't know why I have to repeat myself but chat online is useless it's difficult to navigate to connect with a specialist... It's like Fido wants it to be all self-serve....I called the 1-888 fido number now even that is virtual assist....and the only time available to have a callback is a few hours later....I don't have time to waste....I want to be able to speak with an agent right away.... Or at least wait no more than 15 minutes....I guess fido wants to lose its customers....I think I should complain to the CCTS or what ever it's called to complain about the customer service.

[FidoRania]

Hey @Ash333,

We're sorry to hear about your experience. We want this to be as seamless and easy for our customers!

Although the callback availability might be more than an hour, the good news is you don't have to wait while on hold and can keep going about your day! This is to ensure efficiency.

With that said, you can reach out to us with a callback feature if our virtual assistant can't help you, or by Live Chat! 

Hope this clarifies our intentions. 

[Ash333]

I also mentioned online chat...why do you want it all self serve now, when we try to connect with an agent online there is no option to do so....you only make it self serve...we should be able to connect with an agent directly when using online chat without all the hurdles...but now you make it as I say all self serve...the majority of Fido customers want to connect directly with an agent online...not do it self serve serve...that's what I'm saying...no answer from Fido about that.

[FidoFaiza]

Hi @Ash333 

This feature allows us to balance service levels and reduce pressure on specialists and customers alike. That said, we'll pass your feedback along.