I've just spent 1 hour on the phone speaking to FIDO customer service. I've never got such a terrible customer treatment in my life. The woman on the phone spoke to me in such a rude manner as if I was a lier.
I bought an iphone a month ago & on about a 3rd day of joining Fido I've got a welcome call from them. The guy with strong anglo-african french accent was interested if I was Ok with Fido services. First thing I asked him was if this call was free & getting a positive answer I spent about 20mins giving him feedback & asking questions. Not mentioning that he couldn't answer to any of my questions, seemed very inexperienced & that only answer he gave me about free evenings & weekends on my plan as I found later was wrong, the guy as appears now didn't even register my complaints about SMSs getting late through Fido. Anyway, now when I've got my first bill I found out that I was charged for those 20 mins incoming welcome call from FIDO!!! I phoned 611 to confirm the number behind that incoming call, but as appeared their policies do not allow them to reveal it!!! From what I was told it's impossible to see the number behind incoming calls, meaning I can't dispute them!!!??? I have another phone from Bell (where I can see all the incoming numbers on the bill, by the way) & I bought an Iphone only for 6Gb data plan. I had to pick Fido as they offered the minimal voice plan ($15 for 50 mins), which Rogers unfortunately didn't have. I've spent 1 hour trying to explain to the woman in 611 that there is absolutely no way I would allow someone to speak to me for 20mins, knowing that they would appear in my cell bill. That guy welcoming me from Fido was the only one and now I have to pay for it! I wish I'd send him to hell right away! What's even more disgusting is that women from Fido customer services today talked to me in such a rude manner as if I was lying to her, though as she admitted she wasn't even aware of Fido practicing such welcome calls. She didn't want even try to beleive me, neither she was willing to help as their system doesn't allow to see the number behind that 20 mins incoming call. I don't have an issue paying extra dollars if they could prove that call wasn't from Fido. That's not a big money for me - it's just the fact that they are trying to charge me for something they shouldn't & then talking to me in distrusted manner is what drives me crazy.
There are 3 problems I see with Fido right after my 1st month with them & want everyone be aware of it when considering Fido as a provider:
1) Inexperienced staff who dares to make welcome calls, not even being able to answer questions or register their calls in the system correctly, resulting in customers being dishonestly charged for it.
2) Not disclosing the number behind the incoming calls allows Fido to manipulate the data on the bill - this is a possible Fraud issue, as there is no mechanism for customers to check or dispute the fact of the call (as in my case, for ex.)
3) Terrible customer service - it seems Fido trains them not to help customers but rather keep them away. Very, very, very disgusting treatment!
I'm glad Bell & Telus start offering Iphones next month. I'm so disappointed in Fido that will definitely consider switching to one of them even for the cost of cancellation fees.