Where are my phones?

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I'm a Participant Level 3
I'm a Participant Level 3

Where are my phones?

I ordered two Samsung A71's from Fido two weeks ago and changed my data plans. My plans changed, but I never got an email confirmation for my two devices. I called last week about my phones and was on the call for an hour with the support specialist. She told me that the order was pending and that there was a system error with my order, so we redid the order over the phone. She told me the two devices were still available and the order went through. She told me to expect a confirmation email within the next 48 hours. I got an email later that same day stating that they are processing my order, that I should get a confirmation email and I should receive my packages up to five business days. I still haven't received any email(s) about them being shipped and today is day 4 since that email and phone call with the support specialist.

 

Are my phones back ordered? Why haven't I received any emails regarding this? No other comunications?

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Re: Where are my phones?

Hey @dhicks123

 

The first email confirmation you'e received would mean that your order was accepted and is being processed. You should receive shortly after another email with a tracking number once your package leaves our warehouse. Did you receive that email yet?

 

If not, we apologize about the extended delays in treating your request and we'd be more than happy to review the situation together. For immediate assistance, you can reach out to us at these channels and a Fido representative will follow up on your orders. Alternatively, we can send you a PM here if you prefer.



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Message 2 of 11
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I'm a Participant Level 3
I'm a Participant Level 3

Re: Where are my phones?

Hi,

I didn't receive an email with a tracking number, or anything tellingme that my package(s) were shipped. If you could let me know where they are or what has happened would be great. It will be a week on Monday.

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Re: Where are my phones?

We definitely understand this, as you may understand the current health situation makes it hard for everything to keep going at the same pace. However, we'll like to help, you can contact customer service or we can send you a PM, let us know what you prefer 



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I'm a Participant Level 3
I'm a Participant Level 3

Re: Where are my phones?

I'd prefer to call customer service, but I don't want to be charged a fee for doing that.

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I'm a Participant Level 3
I'm a Participant Level 3

Re: Where are my phones?

PM or call me.

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Re: Where are my phones?

Hey @dhicks123 

 

We can't call you from here on the Community, however we will be happy to send you a PM"

 

Talk to you soon.



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

Re: Where are my phones?

Hi there,

 

I hate to budge into this conversation but I am in the exact same boat with my s20 everything  the previous customer has stated is exactly the same issue with mine... can I get an update as I dont know what to do anymore as all your agents just say keep waiting but how long should I wait for before someone actually looks further into this?

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Re: Where are my phones?

Hello @sheraaz584

 

We would be happy to go over your account to see what's going on.

 

I'm sending you a PM. Talk to you soon.



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

Re: Where are my phones?

UPDATE: I have recieved my email confirming it is now shipped.

 

THANK YOU FIDO,

 

S.K.

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