Hi, my brother is visiting me from Dubai and while coming in from Mississauge he bought a cell phone for which he paid up front and the service was for one month and the Wind mobile company explained to him that he will get the service in Toronto and once he is in Vancouver he can go to one particular Superstore where he will get a new area code & that he can keep the number which was given to him at the time of purchase. When he landed in Vancouver, we tried to locate the Superstore but there was no Wind mobile booth. When we contacted them on the phone, the call centre was in Egypt and it was hard to understand because of their thick accent but we got a new number (not just the area code was changed but the whole number was changed). But after trying many times to call to and from the phone, we figured out that the number assigned to us was not working. Again we called the call centre and they asked for our postal code and figured out that this area is not covered by Wind mobile so we would not get any service. They suggest that we should get out of house & walk or drive at least 5 km to get the service, which is not work able or even realistic. So we asked them what we should do. After wasting our time, in the end we agreed to get the services disconnected under the impression that as the company is unable to provide us the said service we will get our money back for rest of the month. The superviser at the call centre assured us that we will get our money back but after waiting for few days we called Wind mobile to let them know that we had not received the payment and found that the answer was "No we can not refund your money as this phone was purchased from a dealer & has already been used for 30 ". We tried to expain that we never purchased the phone with the intent to return it because we were not told that Vancouver was not fully covered by Wind mobile and so we didn't pay attention to the use time on phone. Then another superviser named Judy sent us to the Corporate Store for Wind mobilew where they would help us. We drove 45 minutes from our home & we got same answer that we can not get any refund or give the phone back. The sale agent Daniel was vey adament that we could do whatever we wanted but the company was not responsiable for any contract made by their dealers. We tried to explain it to him that the difference between the Corporate store and a dealer working with Wind mobile is very vague from a customer's point of view. The invoice we received for the payment to the dealer was on Wind Mobile letterhead. Then we came home & tried their call centre once again to at least restart out phone but apparently that is also not possible as the company policy does not allow it. Who in their right mind will ask to disconnect their service & pay the whole amount up front. Please help us; we paid $ 105.09.We have all the paper work to prove it. Wind mobile made so many promises before entering the Canadain market. This is the time that company should start taking care of their customers or customers will go some where else.
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