Martin G.'s dashboard

Martin G. replied on August 03, 2009 13:32 to the problem "big liars , I really hate this company now" in Fido:

Mr. Khalifa,

I'm sorry to hear that you had an unpleasant experience with our Customer Service. If you'd like, send me your name, account number and Fido number at info@fidomobile.ca quoting reference #GS008 and I'll have someone looking into this for you and they will call you back to resolve the issue.

Regards,

Martin G.
Fido Solutions Inc.

Martin G. replied on July 22, 2009 14:52 to the problem "Get me out of Cell hell" in Fido:

I was advised that you spoke with a manager and that the issue was resolved.

Let me know if there's anything else, we're here to help :)

Martin G. replied on July 20, 2009 20:21 to the problem "Get me out of Cell hell" in Fido:

I'm sorry to hear about the recent experience you had with our Accounts Receivables department.

I would like to bring this issue up to the attention of the management. In order to better understand what happened, could you send me your name, account number and/or Fido number at info@fidomobile.ca and quote issue GS007? I'll have someone from that department to look into your account and provide an answer.

Thank you!

Martin G. replied on July 19, 2009 01:46 to the question "In need fo detailed call statements. PSE HELP" in Fido:

Unfortunately, it's not true.

The online billing service delivers your regular invoice online instead of being sent on paper. However, real-time information of the current month is not available at this time.

We are always improving the self-service functionalities of fido.ca and this is one of the feature we are looking at. We are not however able to confirm when and if it will become available.

In the mean time, your plan might include the Minute Tracker service, which will send you reminders by text message when you reach 75% and 100% of your minutes.

Martin G. replied on July 14, 2009 17:31 to the problem "Fido sent me an unacceptable bill" in Fido:

I made a bit of research and I haven't heard of this issue before when using a prepaid calling card. I see two possibilities why we could have charged you for long distance calls in this situation:

a) You possibly didn't use the calling card properly
or
b) The long distance provider, for some reason, has relayed charges back to us.

In order to properly investigate this situation, I invite you to send me a message at info@fidomobile.ca quoting issue GS006 along with:

- Your name
- Account number
- Fido number
- The name / company of the calling card along with the access number

I will have someone look into this and call you back to resolve this to your satisfaction.

Thanks :)

Martin G. replied on June 29, 2009 18:55 to the problem "WHY IS FIDO RIPPING ME OFF?" in Fido:

I was informed that this situation was resolved to your satisfaction, therefore I will be closing this case.

Thank you!

Martin G. replied on June 29, 2009 17:53 to the problem "Need resolution ASAP - promised with a plan if I switch from another provider, but it was a lie?" in Fido:

Got your email, someone will call you back to discuss further.

Martin G. replied on June 26, 2009 13:42 to the problem "Need resolution ASAP - promised with a plan if I switch from another provider, but it was a lie?" in Fido:

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.

Martin G. set one of Martin G.'s replies as an official response to "WHY IS FIDO RIPPING ME OFF?" in Fido

Martin G. replied on June 25, 2009 14:27 to the problem "WHY IS FIDO RIPPING ME OFF?" in Fido:

Hello,

When you activate a data plan without a voice plan, such as when you purchase a 3G Mobile Internet Stick, there is indeed an additional $7 line activation fee on top of the data plan.

You can see on our 3G Mobile Internet Stick webpage that the 500 MB data plan is at $32 ($25 + $7 line activation fee):

http://www.fido.ca/web/content/intern...

The store representative should have properly informed you of the complete details of the plan, and I apologize if it wasn't the case.

If you would like to discuss the issue further, I invite you to send me your name, account number and daytime contact number at info@fidomobile.ca, quoting issue GS005, and I will have someone calling you back.

Martin G. replied on June 22, 2009 14:11 to the problem "FIDO SELLS YOUR PHONE # TO SCAM TELEMARKETERS" in Fido:

I understand your preoccupation. Your consent was given when you signed up for our services, as this is part of the Terms & Conditions that governs your service. However, you can definitely opt-out of the marketing list simply by contacting our Customer Service department.

As for the issue with SMT, as indicated previously we are investigating and would appreciate if you could send us more details in order to trace the call and listen to the conversation. I therefore invite you once again to provide your details by email at info@fidomobile.ca and quote reference number GS004.

Finally, a senior company officer has been appointed as the Privacy Officer. The Privacy Officer is accountable for all personal information at Fido. If you're still unsatisfied with the actions being taken, or if you are still having concerns about the privacy of your account information, I invite you to contact the Privacy Officer. You can write to:

Chief Privacy Officer
Fido Solutions Inc.
800 de la Gauchetière West
Suite 4000
Montreal, Quebec
H5A 1K3
Or send an e-mail message to: my.privacy@fidomobile.ca

Martin G. replied on June 17, 2009 20:30 to the problem "FIDO SELLS YOUR PHONE # TO SCAM TELEMARKETERS" in Fido:

In this situation, SMT isn't violating the The Do Not Call Registry, as the DNCL doesn't block all calls; companies you have an existing business relationship with are exempted to follow the registry. You can obtain more details on this exemption and all other exemptions to the DNCL at the following URL:
https://www.lnnte-dncl.gc.ca/cofi-fic...

As for your request to block the SMT phone number, we are unable to block a single number from calling you. However, what we can do is remove your information from our marketing list altogether. This way you will not receive any more telemarketing call in the name of Fido. If you wish to do so, I invite you to send me your details and I will have your name removed from our marketing list.

In regards to the practices of SMT and the mentionned issues, I can assure you that we take this very seriously and it will be investigated. If you haven't done so already, I invite you to send me the details I previously requested to help us investigate the matter.

If you're still unsatisfied, or if you'd like to discuss this issue further, I can have someone to call you back as well.

Martin G. replied on June 17, 2009 18:35 to the problem "FIDO SELLS YOUR PHONE # TO SCAM TELEMARKETERS" in Fido:

My apologies for the recent experience you've had with this telemarketer.

I can assure you that Fido is NOT selling their customers listings over to telemarketing companies (or anyone else for that matter). Fido shares information only with other Fido related companies, including the Rogers companies.

We share information with telemarketing companies only when they handle campaigns for us, and they are not allowed to use these lists for any other campaigns that are not related to Fido.

SMT is one of the companies we do business with. However, there is absolutely no reason why they would ask for a passport number or a driver's license number. We will investigate this behavior.

In order to help us investigate this matter, I invite you to send me by email at info@fidomobile.ca and quote reference number GS004. Please include:

- Your name, account number and the Fido number on which you received the call
- Additional details about the call you received.. approximate date/time you got the call, what was the product they were trying to sell you (was it a Fido product or something non-related, etc.), and at what moment they asked for the personal information.

Thank you.

A comment on the problem "Fido.ca is providing an unacceptable user experience." in Fido:

I will work with our provider for a permanent solution, I have a fairly good idea of what needs to be done to fix the issue permanently but it's not something simple that can be done quickly. But it's on our radar :) – Martin G., on May 27, 2009 19:17

Martin G. set one of Martin G.'s replies as an official response to "Fido.ca is providing an unacceptable user experience." in Fido

Martin G. replied on May 26, 2009 21:04 to the problem "Fido.ca is providing an unacceptable user experience." in Fido:

For everyone who have been having issues with Online Billing, especially on Mac, ensure that your browser is accepting third-party cookies. This should solve the issue.

Here's the instructions for the various browsers:

SAFARI MAC:
1. In Safari, go to the Safari menu
2. Select Preferences...
3. Click on the Security tab
4. Change "Accept cookies:" to "Always"

FIREFOX MAC:
1. In Firefox, go to the Firefox menu
2. Select Preferences...
3. Click on the Privacy tab
4. Make sure "Accept third-party cookies" is checked.

FIREFOX PC:
1. In Firefox, go to the Tools menu
2. Select Options...
3. Click on the Privacy tab
4. Make sure "Accept third-party cookies" is checked.

Martin G. set one of Martin G.'s replies as an official response to "No Incoming Calls" in Fido

Martin G. replied on May 26, 2009 18:01 to the problem "No Incoming Calls" in Fido:

Based on my research on Google, this phone is an European tri-band phone, meaning that it doesn't support the 850 MHz frequency.

The impact of this is that you're not getting full coverage every where, every time, but only what's available on the 1900 MHz frequency.

Fido and Rogers are sharing the same network, so the experience should be similar with both SIMs. If you didn't experience any issues with the Rogers SIM, then it most likely means that you were in area where you had good 1900 MHz coverage at that time.

The only solution to this would be to use a quad-band phone, or an American tri-band phone, ensuring that you get full coverage on the two frequencies used in North America.

Using a phone that doesn't have 850 MHz will cause you intermittent issues and we do not recommend it.

Martin G. replied on May 26, 2009 15:01 to the problem "No Incoming Calls" in Fido:

Hi,

Couple of questions for you to better troubleshoot the issue.. let's start with:

- Which phone are you using?
- Is it a new phone that you just started using? Or is it an older phone that used to work fine?
- Where are you located?
- Are you able to make calls out without any issues?

A comment on the problem "Fido.ca is providing an unacceptable user experience." in Fido:

Online Billing on Mac *do* work, I can assure you that, I'm a Mac user myself :) Here's a screenshot of my own online billing on my personal Fido account, using a MacBook Pro, OS X 10.5.7, on Firefox 3.0.10:
http://i39.tinypic.com/vfw9sp.jpg

I've also successfully tested it also on Safari 3 & 4 beta.

BUT there's an issue where in some cases it doesn't work, and we haven't found out yet the cause. Either it is something related to some account profiles, or some set of configuration.

And we do care, trust me. As I said, I'm a Mac user myself and Mac compatibility is very important to me.

I invite you sending me your account details (account number and Fido number) at info@fidomobile.ca quoting issue GS002 along with a screen capture of your issue, the details about your Mac (which browser, which version, what version of OS X, Intel or PPC, etc.) so we can investigate. The more examples we'll have, the easier it will be to find the cause... because its unfortunately not as simple as "it doesn't work on Mac".

I apologize if our customer service department was misinformed; I will follow up with them to ensure that they have the proper information.

Together we will fix the issue :) – Martin G., on May 23, 2009 23:12