About a month ago I upgraded my phone to the iPhone 12 Pro, 512GB.
a few days later, I phoned back and was told that this phone was on backorder and that it would take 3-4 weeks before shipment. It's now been 4 weeks and I've called back and they're saying it's still 3-4 weeks.
How is it that we've gone from 3-4 weeks up to 6-8 weeks? Will I then be told in another 4 weeks' time that it will be another month? I wish the information about the phone being on back order was provided to me when I first called about upgrading.
It's also incredibly frustrating when the customer service rep's only suggestion is to cancel the order or to pay more money for a lesser-quality phone.
How am I supposed to have an idea of when I will receive this device? Can a customer service rep check to see if they have any in stock near me? Or do I have to phone each individual fido store in my area?
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The iPhone 12 Pro is in high demand which is why it may take longer than usual to receive your device. That said, we can definitely take a look at your account.
There are several ways to reach customer service:
- On the phone (by dialing 611 from your Fido device), you will have a call back option instead of waiting on the line
- Via live chat on Fido.ca
- By writing us a private message on our social networks (Facebook, Twitter or Instagram).
- You can also visit a Fido store to pick up your e-SIM
Hope to talk to you soon.
Thanks for your reply.
I understand that the phone is in high demand; I am not questioning that. To be honest, it does feel patronizing to be told that over and over.
What I would like to get an idea of is a timeline. When I first called (2-5 days after ordering the phone) I was told 3-4 weeks. It's now been over 4 weeks. I used both the chat and customer support by phone and was told that it still says 3-4 weeks (so a total of 6-8 weeks now) and that that's all they know.
I'm not sure how calling back again is going to be anymore helpful. This is why I reached out here.
If I choose to go to a fido store I a) may lose out on the upgrade offer given to me and b) have to sacrifice a $50 setup fee.
Could you offer me a better solution to get a timeline answer that isn't repeating the same process that has not been working for me?
Welcome to the community!
I understand it might be frustrating not receiving a purchased device in short order. As you are aware, that device is backordered. Unfortunately, I'm not sure if those orders will ever be fulfilled. As far as I am aware, Apple discontinued the iPhone 12 Pro just over a year ago (see here). Any sales would have been for existing stock of that device. If there does not appear to be any remaining devices, I'm doubtful they will be able to obtain more of those devices.
I further understand you reached out here for some sort of timeline. Unfortunately, I don't think anyone will be able to offer any timeline given the reduced availability of that device. If they can source those devices, they will be able to fulfill those orders. However, since it is discontinued, I think the likelihood of them being able to source them is rather slim.
Hope this helps 😀