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Need resolution ASAP - promised with a plan if I switch from another provider, but it was a lie?
Need resolution ASAP - promised with a plan if I switch from another provider, but it was a lie?
I have been a Fido customer since 2004 and recently was about to leave for another provider but when Fido Customer Relations offered an excellent rate plan to stay, I reconsidered.
One thing that was very important to me was to consolidate accounts with my wife's phone (Bell Mobility) and it was assured to me that porting over my wife's account to Fido would allow her to keep her phone number and I could take advantage of an excellent plan for both accounts saving me a lot of money (they also included a great phone for free).
The offered plan consisted of 200 minutes, evenings and weekends free starting from 5 pm, Fido-to-Fido/Rogers/Rogers Home Phone free, Caller ID, text and Enhanced Voicemail all for a rock bottom rate with no system access fee. This is the plan I currently have and if my wife was to switch over from Bell, I could have that same plan for her as well, all on the same bill. This was all documented in my case file as per my request. I had thought Fido was a great provider for being able to provide this to me!
Low and behold, I switch my wife's phone over from Bell and ask to have the above plan instated as was promised, and much to my surprise/horror/disgust, the "supervisor" would not allow me to receive what was promised. Nevermind that I was a customer that was about to leave and then was promised the world to stay. And now that I do AND bring over business from Bell to Fido, I'm told that none of that matters and that is how things are.
Needless to say I fought long and hard for 90 minutes on the phone to get this resolved in a professional manner but the "best" I was offered was another plan that was not even close to what I was expecting. The person I spoke with was George (ID# 5362, who by the way did the best he could do to with what he was given) and the supervisor was Jean Sebastien (no ID given). Jean Sebastien refused to even speak with me on the phone when I asked to and I was put on hold for several minutes, several times. George came back saying that the supervisor would not speak with me, even though I had a rock solid case to speak with him. In any corporation, it is the supervisor's job to speak with the client when a situation escalates and this is unheard of.
If this problem does not get resolved ASAP, I will be switching my wife's phone AND my phone to Bell. As a long-time Fido customer that championed their service, I feel extremely cheated. I look forward to hearing from someone soon.
I have been a Fido customer since 2004 and recently was about to leave for another provider but when Fido Customer Relations offered an excellent rate plan to stay, I reconsidered.
One thing that was very important to me was to consolidate accounts with my wife's phone (Bell Mobility) and it was assured to me that porting over my wife's account to Fido would allow her to keep her phone number and I could take advantage of an excellent plan for both accounts saving me a lot of money (they also included a great phone for free).
The offered plan consisted of 200 minutes, evenings and weekends free starting from 5 pm, Fido-to-Fido/Rogers/Rogers Home Phone free, Caller ID, text and Enhanced Voicemail all for a rock bottom rate with no system access fee. This is the plan I currently have and if my wife was to switch over from Bell, I could have that same plan for her as well, all on the same bill. This was all documented in my case file as per my request. I had thought Fido was a great provider for being able to provide this to me!
Low and behold, I switch my wife's phone over from Bell and ask to have the above plan instated as was promised, and much to my surprise/horror/disgust, the "supervisor" would not allow me to receive what was promised. Nevermind that I was a customer that was about to leave and then was promised the world to stay. And now that I do AND bring over business from Bell to Fido, I'm told that none of that matters and that is how things are.
Needless to say I fought long and hard for 90 minutes on the phone to get this resolved in a professional manner but the "best" I was offered was another plan that was not even close to what I was expecting. The person I spoke with was George (ID# 5362, who by the way did the best he could do to with what he was given) and the supervisor was Jean Sebastien (no ID given). Jean Sebastien refused to even speak with me on the phone when I asked to and I was put on hold for several minutes, several times. George came back saying that the supervisor would not speak with me, even though I had a rock solid case to speak with him. In any corporation, it is the supervisor's job to speak with the client when a situation escalates and this is unheard of.
If this problem does not get resolved ASAP, I will be switching my wife's phone AND my phone to Bell. As a long-time Fido customer that championed their service, I feel extremely cheated. I look forward to hearing from someone soon.
I’m MAD
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The company has a solution in progress.
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Inappropriate?Mr. Lee,
I apologize for the recent bad experience you had with our Customer Service department.
You are indeed entitled to talk to a supervisor when you request it and the supervisor shouldn't have refused to take the call. We will investigate this situation.
If you would like, please send me your name, account number and Fido number at info@fidomobile.ca quoting reference # GS006, and I will have someone contact you within 48 business hours and we'll work to resolve your situation.
EMPLOYEE
