Fido - a poster child of poor customer service!
Fido's customer service culture is so poor, there is no comparision!
1. My home Internet has been slow for days, my plan is 75mbps, I have been getting 20mbps. I call the customer service. They do some tests and recommend I get a new modem. They give me the phone number of the closest Fido store that will have modems. I try calling the store on a Friday evening between 5 and 6pm, no answser. I call them next day after 9.30am, 4 times and I get no answer.
2. Finally, I disconnect my modem, drive 7km to the store and find that the store is open. There is not a single customer, and 3 staff members yapping away. I ask one of them why they are not answering my calls and she tells me that their phones are kept on silent. I couldn't beleive my ears and I again call their number and while I can hear the ringtone in my phone, nothing is ringing in the store. She was right, the store phone was kept on silent. Is this a business or a charitable organization?
3. Then I told them that I wanted to speak with the store manager. The staff goes in the back and bring the manager. The manager tells me with a straight face that their phone line has been having issues.
4. And finally, the manager tells me that there is no modem available and I will have to come back on Monday. He adds that their call center has no idea about the inventory of their stores. I demanded that they have the modem delivered at my house for all the trouble, and he tells me that is not possible.
How pathateic customer service is this and at so many levels? It is no wonder Canadian telecome companies are called white elephants protected from competition by the governement. What a disgrace!
1. My home Internet has been slow for days, my plan is 75mbps, I have been getting 20mbps. I call the customer service. They do some tests and recommend I get a new modem. They give me the phone number of the closest Fido store that will have modems. I try calling the store on a Friday evening between 5 and 6pm, no answser. I call them next day after 9.30am, 4 times and I get no answer.
2. Finally, I disconnect my modem, drive 7km to the store and find that the store is open. There is not a single customer, and 3 staff members yapping away. I ask one of them why they are not answering my calls and she tells me that their phones are kept on silent. I couldn't beleive my ears and I again call their number and while I can hear the ringtone in my phone, nothing is ringing in the store. She was right, the store phone was kept on silent. Is this a business or a charitable organization?
3. Then I told them that I wanted to speak with the store manager. The staff goes in the back and bring the manager. The manager tells me with a straight face that their phone line has been having issues.
4. And finally, the manager tells me that there is no modem available and I will have to come back on Monday. He adds that their call center has no idea about the inventory of their stores. I demanded that they have the modem delivered at my house for all the trouble, and he tells me that is not possible.
How pathateic customer service is this and at so many levels? It is no wonder Canadian telecome companies are called white elephants protected from competition by the governement. What a disgrace!
