As a 18 years customer, I am very disappointed. I upgraded my phone online in July, but 33 days later, I haven’t received my phone.
On July 14, I placed the order and chose to pick up at store, because it showed that phone is “in stock” in that store. In the ordering process, I need to upgrade my monthly service package to a higher charge. I found the higher service plan is effective immediately.
However, after 1 weeks, I received no calls or messages from the store to pick up the phone. I called the store, but no one answered the phone. I went to the store. They told me they would message me when it was ready to pick up. I waited for another week but still not any messages about the phone.
After 16 days’ waiting, I called the customer service about the order. The agent suggested me cancelling the previous order and place another order to ship the phone to me from the warehouse. I did that.
But another 9 days later, I found that there was still no sign of the order as I receive no order tracking information. I called again the customer service and knew that the order has been cancelled for some unknown reason, but the agent could not do anything as some part of the order was not cancelled yet. As a result, no change could be made until the order is completed cancelled. I was advised to wait another 48 hours before calling Fido again.
48 hours later, I called customer service again about the order. I was told that there was no stock in the warehouse so the agent could not place new order to ship the phone to me. The agent advised me the following steps to fix this:
- Go to the store where they have the phone in stock to upgrade phone. The agent mentioned that the store would bill me a higher price for the phone, also with service charge.
- Call Fido customer service again to fix the phone bill difference.
- After I see the service charge on the phone bill, call Fido customers service again to credit the service charge.
- The agent mentioned that I could upgrade my phone at the store without changing my service plan. But I am not sure.
So now here I am. 33 days after placing my order, I still do not know where my phone is.
I knew they may not have that phone in store or warehouse, pls show us before we place the order. It is a waste of time for both us.
