Fido

areeshalal · June

So, I called Fido Customer Support on two occasions, spoke to the sales team rep, and one from the Accounts, name - Gurtej.

I traded in an Iphone 15 pro for an S24 Ultra, didn't like the ultra, exercised the exchange policy around Buyers Remorse. I got the S24, mind you, this was the first time I've used the iphone and was actively able to compare it to the current samsung line, I enjoyed the interface that the iphone offered. Okay so, Fido's policies do not anywhere, and I am a lawyer, I did my research, nowhere does the policy outline that Buyers Remorse can only be exercised "once".

Gurtej, Fido's Customer service specifically THREE times confirmed to me that "yeah, a customer can exercise Buyers Remorse with any devise so as long as it's within 15 days", her exact words, Fido can go back into their recordings for this, but this is told to their customer- me.

I go to The Mobile Shop, my account is showing errors when the exchange is attempted, a call goes to Gurinder, the B.C rep around this issue- dude says, nah, this policy can only be applied ONCE. Again, nowhere onnl Fido's policy is this specified and I'm told the exact opposite from their customer service.

At the end of the day, nobody has a solution. So, me the customer, the customer should next time find out the number of the rep, and call them for accurate information? NO ! WHAT TRAINING IS FIDO PROVIDING TO THEIR CUSTOMER SERVICE? THE HEAD OFFICE DOESN'T EVEN KNOW WHAT THE ERROR ON MY ACCOUNT MEANS, yes, this conversation happened in front of me. How does nobody know what to do here? I'm baffled.

NOBODY IS BEING TROUBLED THOUGH, I SIT AT THE MOBILE SHOP FOR THREE HOURS HOPING SOMEONE KNOWS WHAT THEY'RE TALKING ABOUT.

FIDO, DO YOU HAVE ANSWERS ?

FidoVan · July

Hey there @areeshalal and welcome to the Community.

If you still need support with your situation, don't hesitate to reach us out in private on our social media pages. If that doesn't work for you, we can also reach you out in private if needed.

In the meantime, you can review the information regarding our satisfaction policy here:

https://www.fido.ca/support/mobility/satisfaction-guarantee-and-warranty-on-device

'' [...]

Exchanging a defective unit or for another model (if you are eligible):

Things to Know

Only one exchange is allowed.
Exchanges for the same model in a different color are authorized.

[...] ''

Cawtau · June

Hello Areeshalal,

Welcome to the community!

Firstly, you should note the forums are community-driven and are not intended as a venue for custome service. We do not have access to customers' accounts nor know what may have been previously discussed.

I understand you made your purchase from The Mobile Shop. They are not Fido; they are a third-party retailer of their services and devices. This is what I found regarding Purchases from other retailers:

~taken from here.

Is it possible the stipulation you note is that of The Mobile Shop and not necessarily Fido?

Interestingly, their Satisfaction Guarantee page makes no mention of purchases from third-party retailers. Eligibility conditions for the Fido satisfaction guarantee: Fido retail store, Fido.ca, Fido call centre (see here).

In addition, they do specify only one exchange for another model is allowed:

~taken from link above.

Hope this helps 😀

Cheers

areeshalal · July

Thank you for your response, I've studied their policies quite well at this point.

If you notice closely, the policy talks about defective models and exchanging for the same model, which is different from what I'm referring to.

Fidos policies are flawed with its wordings and that's a disservice to its customers, its ambiguous. Customer service representatives do not know how to interpret it and are providing false information. Getting to a manager or to someone who can provide clarity has been quite horrid, possibly the most horrid I've come across, from being passed around to being told misleading information, I'll be certain to make this aware to customers on every platform to not choose Fido as a provider.

Also in the process of lodging a formal complaint with the CCTS.

Cawtau · July

Hello again,

@areeshalal wrote:

...If you notice closely, the policy talks about defective models and exchanging for the same model, ..

I'm sorry, but if you notice closely, the screen capture does not talk about defective models and exchanging for the same model, nor does it say exchanging a defective unit for another model. It specifies exchanging a defective unit OR for another model.

The term or is used to link alternative ideas. One condition is exchanging defective unit. The alternate condition is for another model. You noted exchanging for different models so it would apply to your situation. Either a or b is pretty unambiguous.

In addition, I'm not sure someone might think they would not limit the number of times customers can exchange devices under their Satisfaction Guarantee. They cannot sell an exchanged device as new anymore. They will need to sell it as used, or lightly used, or certified pre-owned, etc and offer it at some reduced price. They will lose money on every exchanged device.

Customers have the right to make their complaints to the CCTS, though.

Cheers

Fido

Fido Customer Service Knowledge and Policies