This is a copy of the letter which I sent Fido in regards to treatment of a new subscriber!
Good Day
I am writing to inform you that your customer service is PATHETIC to say the least.
On August 22, 2008 I took the plunge to be a first time Fido customer, and signed up for a 3year contract with the iphone. On August 26, I discovered that my phone and all its services have been shut off.
I phoned 611 to discover that the fraud department has chosen me for one of their random checks. I had to send copies of my drivers’ license, passport and rental agreement to regain full Fido services. I phoned the Fraud department to question, but they were closed for the day.
The Next day, I finally got through, and the gentleman who I spoke with was rude when I expressed my outrage. I asked "wouldn't this taken place when I signed up at the Fido kiosk? ” he replied with "no this s the fraud department, its totally separate". When I questioned his customer service skills, he informed me he that "this" wasn't customer service, it was the fraud department.
Following the conversation, I walked to the Fido retailer where I purchased my phone and she advised this wasn't uncommon. She assisted me by photocopying my documents and faxing them to the fraud department. She advised me to phone within two hours, if my phone wasn't on, to make sure the documents were received.
Three and a half hours later, my phone still isn't on. So I once again phone the fraud department to check the status. They put me on hold, and told me my drivers’ license copy was too dark and my rental agreement was too light and I needed to resend those, but she would restore local service.
Now I finish day 2 without my Fido services. Is this how you welcome new subscribers?? I have never been treated like this before! PATHETIC!! Maybe I should not verify my address; you will refuse service making my 3year contract null and void. Thank you for welcoming me to Fido!
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