Worst service from fido and bright star insurance

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I'm a Participant Level 1
I'm a Participant Level 1

Worst service from fido and bright star insurance

So, I lost my phone on 7 march, i went to fido store informed them and they told me to call insurnace company( as i had device protection) and fido store guy gave me new SIM.

When i called insurance company they said i dont have device protection on my device, although i have been paying for device protection every month. When i called fido they said it is a miscumminication between fido and brightstar. Fido has been telling me that our supervisior will call you as soon as possible from last one week. i have been calling fido everyday and get nothing.

I am fido customer from more than 5 years, this is worst service i have ever got. 

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Former Moderator
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Re: Worst service from fido and bright star insurance

Hey @babita,

 

Let me look into this, you'll receive a PM in a moment. 

 

For any questions specifically related to your account, don't hesitate to reach out directly on Facebook or Twitter



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I'm Qualified Level 1
I'm Qualified Level 1

Re: Worst service from fido and bright star insurance

If you have been paying for insurance and you have documentation from Fido or the insurance company that you have been insured and it is valid then there is nothing to worry about. It is just a matter of time for the insurance to work its way through the system and your claim can be processed.

 

What I would do right now is to gather all your paperwork related to activation of insurance, and documents that provides proof that you have been making payments (bank statements, credit card statements,...etc). You might be asked to provide such proofs.

 

Furthermore, insurance takes time to process so be patient. Unfortunely there is no way to accelerate the process (Remember, you are not the only customer the insurance company has to deal with).

 

Lastly, if you talked to other insurance companies lately you will know that they treat you and other customers the same regardless of how long you have been with them. Fido, like any other service based companies, do not prioritize your case jsut because you have been with them for > 5 years. You want bad service? Try making an at fault car accident claim or make a claim when the other party pulls a fast one over you.

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I'm a Participant Level 2
I'm a Participant Level 2

Re: Worst service from fido and bright star insurance

Oh my! I thought I was the only one having a terrible experience with Brighstar.

 

So I pay $11 per month for the insurance. I dropped my phone and accidentally broke the lens. I called them to file a service request and the agent "accidentally" dropped the phone on me and never called back.

 

When i called again weeks after (i was busy) they said they cannot process my request because it has lapsed the reporting period. When I asked why they didn't call me back  before they said they tried once and they got a busy tone. Seriously?? What a lame excuse. Anyway, i think this is one of the biggest scams in Canada. 

 

Fido, fix this. I can't remove the protection plan because i want to make use of the insurance I paid for the last months. I have rights, i paid for it!

 

SCAM!

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I'm Experienced Level 1
I'm Experienced Level 1

Re: Worst service from fido and bright star insurance

the rogers / fido company should have records that you have been purchasing insurance and should cover your new phone. good luck

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Re: Worst service from fido and bright star insurance

Hey @redvancity

 

Welcome to the community Smiley

 

When something happens to your phone and you have the device protection service, you have 60 days from the date of the incident to file a claim.  This is mentioned in the terms of the device protection program.  We send you these terms by email when you subscribe to the service and they're also available here.

 

I hope it clarifies!



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I'm a Participant Level 2
I'm a Participant Level 2

Re: Worst service from fido and bright star insurance

Yes, I did contact them in time but they "accidentally" dropped the phone on me, never called me back. They "allegedly" called me back ONCE they say but said it failed because the phone line was busy. I did it online too, I got rejected, they say they will email the reason. I waited for a week, did I get an email? Nope.

 

I am not contesting the 60-day lapse period. I am saying they offer POOR service that I felt like it is a scam. You guys hired them, so I'm posting it here.

 

Anyway, thanks for your reply.

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Re: Worst service from fido and bright star insurance

Hey @redvancity

 

I'm sorry to see you had this kind of experience. It's not the kind of thing we want for any of our customers. 

 

Was there any explanation at all provided on the web page itself as to why the claim was declined when you tried it online? 

 

 



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I'm a Participant Level 2
I'm a Participant Level 2

Re: Worst service from fido and bright star insurance

Hi,

 

I feel sorry for myself as well to be honest.

 

Anyway, there was no explanation on the page why it was rejected and they said they will send an email to explain. I waited a week just because I know there might be a lot of clients waiting for their replies too and they will not stop the world for me.

 

After a painful week, I decided to call them to get the reason. Do you know the feeling where you go to a restaurant and it feels like the chef doesn't want to cook your order? And when you follow up 20minutes later the chef will say, "oh I tried asking you once but you were busy, you have to change your order now because the ingredients are now out of stock." - I don't know that feeling but I'd imagine it would be the same talking to Fido Protection Plan insurance when you are trying to claim.

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Former Moderator
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Re: Worst service from fido and bright star insurance

I can definitely understand how this can be upsetting from you.

 

We give the option to place claims online or by phone. While a dropped call is not something we want you to experience, this can happen sometimes. If you choose to wait before reaching out again, we might not be able to provide you with a repair or replacement option. 

 



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