Need to contact the Office of the President

[Sepid1]

I have an issue I'm dealing with fido since September 20th for upgrading my phone that I can't get resolved and I went to the resolve a concern chat and I just keep getting the run around. I would like to escalate the problem to someone who will actually help. Neither customer care specialist nor Fido manager not helping me with my issue, need to speak to the office of the president in order to esclate my case. Everytime i spend 3 to 4 hours on th phone to speak to team support.

[KAPABLE-K · Accepted solution]

Hello @Sepid1,

Welcome to the community!

Sorry to hear that you are having an issue that is not being resolved, if you already dealt with customer service and managers I would suggest you contact customer service once more and tell them you need your case to be forwarded to the Office of the President. 

Only a Fido employee can initiate a case to the Office of the President on your behalf.

[Lindkr]

What's the point of having a system that's suppose to be an engaging forum, when you guys seem to ignore the questions or concerns that people have? Any unacknowledged post is a blight, because it's not exactly great customer service, is it?

[KAPABLE-K]

Hello @Lindkr,

While this is a community-driven forum intended for customers to engage with each other it is monitored by Fido employees but it is in no way a form of customer support.

[Lindkr]

'No way a form of customer support'

So, if that's the definite case, why are do you have 'general support' and why do have people, who are paid by Fido, to answer questions relating to billing, accounts and ordering phones?

try not to insult your intelligence or mine by declaring something that couldn't be any further from the truth, at least in the capacity as a Fido Employee.

ugh ... this company, just WOW!

[Cawtau]

Hello Lindkr,

  As Kapable-K noted, the forums are community-driven and no longer intended as a venue for customer services. Neither Kapable nor I actually work for Fido. As such we do not have access to customers' accounts. We may be able to answer general questions regarding billing, accounts or ordering devices, however, any specific inquiries are always directed to customer service.

  There was a time when the moderators provided more regular customer services in the forums. That could be where the heading General Support came about. However, forums have moved away from providing customer services to being more community-driven a couple of years back. While there may be some moderators still willing to provide assistance via PM, people generally need to contact customer service. In addition, they can also be contacted via Live Chat, Facebook, or Twitter. Those methods can be accessed via the contact page posted above. 

Hope this helps 😀

Cheers