I’ve had a tremendously terrible experience over the last 10 days. I ordered a phone on December 1. I received it December 3. I didn’t even turn the new phone on, I simply didn’t like the color. I called on December 6, I explained that I wanted a different color, I provided details on the specs, the delivery I asked questions about the process. I was assured I would return the phone and that would prompt the delivery of the new color. I received the wrong return label which triggered another phone call December 7 and then a managers phone call December 9. All confirmed that the procedure was correct and that I would receive the phone color I wanted. I had one more phone call on December 12 (I think) and I was assured but the agent the phone had not yet been processed and I would receive phone. When it took long, I was on a live chat with agent. I was assured the phone was not received yet and that I shouldn’t worry. I then called Sunday only to find a customer agent tell me that it was processed as a return and I have no phone. I asked to speak to a supervisor, I was told there was no supervisors in. I said it is crucial that someone calls Sunday. No one called. I called again Monday morning I spoke with Karen, who said that she read the notes and confirmed it was a return. I said how could I speak to 3 agents, 1 supervisor and a live chat and all confirmed I would receive the phone soon and then be processed as a return. How could there be a return when I never agreed to it. She said the agent should’ve sent me the color I wanted before processing a return. She followed the wrong process. I said a mistake of one agent was confirmed by another agent, a supervisor, a follow up agent and live chat. How could that be? She added insult to injury by saying she could only honor half the agreement i had to purchase the phone, originally when I purchased the phone I paid $1030 I received a 200 bill credit and 150 on top of that. She said she could only honor after repeatedly stating that she sympathized with my plight. I asked to speak to supervisor I was told it was at least a 30 minute wait, when I asked to make a complaint she said I should wait for a supervisor. I’ve been with fido for 3 years, I started this process with an agent (shaykh on December 1) he was so wonderful it confirmed that fido was the provider for me but since December 6, I’ve been in a roller coaster with fido. Passed off from one agent to another ....them processing a return while I’m waiting for a phone....them processing a return without my consent.
have I mentioned that I still haven’t received my money back? This has been a terrible ordeal and I would like someone to get in touch with as soon as possible. This is the worst customer experience I’ve ever had at fido.
