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Back ordered phones not indicated on website

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

It is very disappointing that after being a Fido customer since the start of Fido 25 years ago, the service level received is so poor and there is no compensation or just acknowledgement for loyalty.

 

 I ordered an upgrade phone on Dec 10th. No word that it was on backorder. After contacting customer service through chat I was told that I would get an email with shipping confirmation. I contacted customer service again and this time I was told it was on backorder with no specifics. I got an email that it might take 4 weeks. I phoned today which isn't easy to do since you can't find a phone number on the website. The csr gave me a number via the chat. I called and was told that some phones are on backorder and that I can cancel the order.  I did cancel and was told that if the csr placed a new order for me, I would be charged $50. To get it reversed I would need to call back after I got my bill and let them know about what had happened. I said I don't have time to sit on the phone time and time again. I placed a new order for a different phone on the website. It's on backorder too, the csr was kind enough to say. He suggested I go to a local store and get the phone that way. I called around. No one has this or the previous phone. Samsung 20 and 21. One store employee told me that there were lots available before Black Friday. They sold out and have not been replaced.  No word on when they should expect more. Not sure why phones that are not available are being advertised on the website. Why is there nothing on the website about the shortage situation.   Now I'm not sure what to do. Wait?  Cancel?  I've seriously considered cancelling everything on Fido.  We are paying for data we don't use because of COVID. I just paid off a broken phone to replace it with a phone that may not arrive until February. Who knows. 

6 REPLIES 6

Yuri4
I'm a Participant Level 2
I'm a Participant Level 2

Hey there, I've been afido customer since 1997.  I do agree with what you say about loyalty rewards or lack of.   You figure that after decades of paying and being loyal customer you would be grandfathered in to some kind of OG club.  However, not even close.  More like new customers get most of the rewards.  Perhaps we have been fools for sticking around instead of shopping around.   Not sure about you, but I may be considering to explore greener pastures elsewhere.  If they don't care about our loyalty then forget those up in the Fido tower.  

Hey there @Yuri4. Devices remain available online unless they are no longer available meaning discontinued. If it's just a question of restocking, they remain available online. 

For what concerns rewards, I can assure you we appreciate your loyalty very much. We always have new loyalty plans that come up for our exiting customers only. Keep an eye out for your special offers on your account online. 



Yuri4
I'm a Participant Level 2
I'm a Participant Level 2

Hey Fido, question about pre-owned phones on Fido.ca.   When ordering form website are you not guranteed that product?  If product is on back order should that not be reflected on the website. Why have the product as an option if it's not available?    Thanks

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

Happy to say that the phone arrived. Not for Christmas but yesterday before the New Year.  I would still suggest that information about how long something will take to arrive be posted on the website or sent to the customer after the order is placed to allow them to choose something else if the phone is back ordered. It should not be up to the customer to chase this information down via chats and phone calls. Setting up a backorder notification and resolution process should be possible and would probably save money in the long run, reducing customer service interactions. 

Happy New Year @Igads , your suggestions on providing back order information are good ideas and hopefully can be implemented in the near future. I know the Fido moderators read the posts and will see this one. Glad to hear you received your device,  cheers 



FidoPhilippe
Moderator
Moderator

Hey @Igads! Philippe here. Merry Christmas. Smiley

 

Thanks for your many years of loyalty and your feedback! However, I'm sad to read that the phones you ordered were unavailable due to being on backorder and I do sincerely apologise for that.

 

If you would like to discuss your options, we'll be happy to do so via community PM so we can try to find a solution for you. Just request one right here and we'll send you one.