The Fido Loyalty Thread - All threads related to retention, loyalty, and winback!!

[a in yul]

http://www.howardforums.com/showthread.php?t=1618520
check here then ^^

thks for that..!

[MarkoPolo81]

so sick of calling into fido to have my plan re-done or renew contract and have it 90% of the time NOT done correctly resulting in consequent calls back into customer service for the same issue. does first call resolution mean anything to the agents there?

[Fritz Z24]

What was suppose to be the deal in first place?!?

so sick of calling into fido to have my plan re-done or renew contract and have it 90% of the time NOT done correctly resulting in consequent calls back into customer service for the same issue. does first call resolution mean anything to the agents there?

[Fritz Z24]

It all depend of what price plan and & options she's on right now...We'll give you a better answer with that first...

My gf's on Fido, currently paying month to month.

Considering switching to Wind. She needs the cheapest plan that'll give her the most texts. She hardly uses the phone for voice. Wind's $15 Chat plus unlimited text for $20+tax is perfect.

Does Fido have anything similar? She doesn't want to be on a contract, she might be leaving in 6mo.

Do retentions plans require signing a contract?

[jaggedjunkie]

I just had the most pleasant experience with Customer Relations. My rep was incredibly friendly, helpful and to the point.

I have a retention plan from 2 years ago, with 11 months to go on my agreement. As a voice/message plan it was perfect, but I want data. I just started a new job, and my employer has a corporate plan with another carrier that is a very good value, so I considered switching. But before switching I wanted to see if I could get something from retentions again this time around. Since I am using an unlocked phone right now, I don't care if I stay with Fido and continue getting unlocked phones or go to another carrier and get one of their phones.

So anyways, I called customer service, explained the situation and got transferred to retentions within like 2 minutes. Spoke with someone in retentions right away, explained the situation and asked her how much my ECF is. She asked me if I could get something similar to my employer's plan if I would stay, I said yes.

So the plans I were offered were pretty standard based on skimming this thread...

Option 1:
200 daytime
UL evenings/weekends @ 5pm
UL incoming
CD/CW/VM/2500 SMS
1GB data
No SAF
$59

Option 2
Same as above except 500MB data for $54

Option 3
Same as above except without UL incoming for $49

I went with option 3, as my daytime usage while I'm at work will be limited so 200 daytime is more than sufficient. I know I read that if you don't pay SAF, you're ineligible for phone discounts... but that doesn't really matter to me at all.

From start to finish, the call to 17 mins 31 secs according to my phone log. Quick and painless. Loved it.

Good luck to fellow Fido customers!

[Raziel]

It all depend of what price plan and & options she's on right now...We'll give you a better answer with that first...

She's been with Fido since 06 I believe, I'm not sure if she's ever been on a contract before.

She's paying something like $63 after tax per month. Her plan is 150 daytime, E/W@7, F2F/R ... plus a 100 txt msg plan, and CID.

I think it's very overpriced ... but is that the price she really has to pay if she's not on contract?

(whatever happened to competitive markets )

She refuses to be on contract, and Wind looks attractive ($15 Chat +$5 US/Can SMS add-on sounds perfect for her). Is there a reason to stay with Fido?

[cmr_mtl]

I was told by the retentions operator back in November that I would receive a $200 iphone discount/credit on my second bill (January), but I did not.

In January, I contacted Fido about the missing credit. The CSR verified that the retentions operator did make a note in my account saying that I would get the discount, but all she could do was open a Case to have the issue resolved. She said her supervisor would not be able to do anything more than that, either.

It has now been three weeks since the Case was opened. The credit is not in my latest bill which was made available yesterday.

I have a feeling a standard CSR or their immediate manager/supervisor will not be able to get any results for me.

Who should I call and what should I say in order to have this issue not go on indefinitely.


Thanks.



History

November 20, 2009

Originally Posted by Fritz Z24
Indeed, there's almost no price plan close to yours...but we should be careful about "a discount could be requested" thing...I'd rather suggest you to ask them what are the possibilities of lowering your monthly charges at a descent price...

If your Fido agreement ends in Janurary 15 2010, you currently eligible to renew your Fido agreement and get an handset discount. The Fido agreement window for renewal is 6 months before the end of the Fido agreement...

There's no problem of keeping your current Data Option (50,00$/ Unlimited GPRS) and getting the iPhone 16GB 3Gs @ 199,00$. The discounts will be split in two different invoices; Handet price= +699,00$, Fido agreement discount= -300,00$, Fidodollars= -whatever you have. The system will apply automatically a 200,00$ iPhone Data Discount on your next invoice. I'll be honest with you, due to your GrandFather Data Option, it might be possible then the system won't recognize it and you might have to call to request to add it manually if it doesn't show up...

Yes you can, due to the fact then you pay the SAF, you eligible for an handset discount on the top of using your Fidodollars to purchase an iPhone 3Gs.

Originally Posted by cmr_mtl
First I want to send out a huge thank you!!! to all who took the time to help me and answer my endless questions; especially Fritz Z24.

I placed the phone call to Fido today and here's what they were kind enough to do for me with a new 3-year agreement:

New agreement details
350/Unl. E/WE (7PM) + long distance (250 Can/US) $45 --> (Same)
Expanded Network option $5 --> Same, except discounted by $5.
GPRS/Internet package $50/unl. $50 --> Same, except discounted by $10.
Voice Msging w/Instant Reply $8 --> Replaced with free $10-bundle (2500 txt/call-ID/voice mail).
9-1-1 Emergency Access Fee $0.50 --> (Same)
System access fee $6.95 --> (Same)
* All discounts are for the term of the agreement.

Handset
- iPhone 16GB 3GS, as per the pricing described by Fritz Z24.
- The Fido rep told me that without a SIM card, the iPhone continuously complains that one it not installed. Installing a deactivated SIM card is enough to defeat these warning messages.


I think it went pretty well. This was partly due to having my expectations in check. Having advance knowledge of at least what they could possibly offer me gave me reserved confidence and kept me calm. The Fido Customer Relations rep was really helpful and nice, too.

I got what I wanted:
- Kept core options.
- A lower monthly bill that's just over the $100 mark.
- A text messaging option that will prevent those extra costs, and keep my bill from inflating each month.
- A new handset at the reduced (3-yr) price and with Fido$.

Thanks again!

Fritz Z24:
There's no problem of keeping your current Data Option (50,00$/ Unlimited GPRS) and getting the iPhone 16GB 3Gs @ 199,00$. The discounts will be split in two different invoices; Handet price= +699,00$, Fido agreement discount= -300,00$, Fidodollars= -whatever you have. The system will apply automatically a 200,00$ iPhone Data Discount on your next invoice. I'll be honest with you, due to your GrandFather Data Option, it might be possible then the system won't recognize it and you might have to call to request to add it manually if it doesn't show up...



Posted January 24, 2010

My second bill (since the signing of the new 3-year agreement, and the purchase of the 16GB iPhone) arrived recently. The $200 credit was not present. I called to ask why. They said my $50 data plan was not eligible, and the only way I could get it would be to change my data plan to one of the current offerings. (Obviously I'm not going to change from the unlimited data option).

I told them that the retentions agent said I would get the discount, in addition to the fact that I've been a loyal customer for 10 years. They didn't budge.

Next I said that I confirmed several times with the retentions agent that I would get the discount. I asked them to access the notes made in my account back in November. They found the note and said they would open a "case" for me, and that it would be sure I would get the discount by my next bill. ... we'll see.

The lesson (assuming things work out and I indeed get the discount) is to make sure every Fido rep you speak with makes notes in your account so that they can be verified, need be, if issues arise in the future.

[Fritz Z24]

There's an Online Chat available in your profile in
www.fido.ca website. You can log on and ask for details...Really unfortunate...

I was told by the retentions operator back in November that I would receive a $200 iphone discount/credit on my second bill (January), but I did not...It has now been three weeks since the Case was opened. The credit is not in my latest bill which was made available yesterday.

I have a feeling a standard CSR or their immediate manager/supervisor will not be able to get any results for me.

Who should I call and what should I say in order to have this issue not go on indefinitely...

[cmr_mtl]

There's an Online Chat available in your profile in
www.fido.ca website. You can log on and ask for details...Really unfortunate...

The credit was applied to my account!

Thank you again for the help and suggestion Fritz Z24! I didn't know there was such a thing as live online chat support.

I basically copied and pasted a few paragraphs from my previous post to explain the issue in the online chat. I was asked to authenticate myself. Then within a minute the Chat person responded by saying they applied the adjustment manually.

... just like that! Wow. I'm impressed. I will definitely use the online chat from now on. It almost seems too easy...

My account is now in a credit state (or "in the negative" as the Chat person said), so I asked if I need to pay the amount listed on my bill which just came out yesterday. The Chat person said no.

I hope this is for real. In my experience, it's rare that a 611 operator is able to resolve an issue so quickly. In the past it's taken over 3 months before a billing mistake was fixed, even with calls to confirm that the issue really would be fixed in the next bill, only to find out that nothing had actually been fixed.

Anyway, if this is for real, then I am very hopeful for Fido's customer service and their efforts to improve it.

[a in yul]

^great to hear that you got your issue resolved so fast..!!

[Fritz Z24]

...Unfortunately, Retention will be pretty limited from what you have without agreement...

So your Girlfriend has 150 Min. WeekDays, Billed by the seconds. Evening+Week-End Unlimited after 7PM. Unlimited Local Calls between Fido, Rogers Wireless & Rogers Home Phone subscribers. Call Display & 100 SMS. Finally, access to a reliable Fido/Rogers Network on the Original Fido FootPrint.

From that point, she should evaluate & review her monthly usage to determine what would be the best for her...

There's couple alternatives...

First, keep the price plan...and convince Retention to replace the CD & SMS by the 10,00$ Retention Value Pack (CD+VM+2500 SMS)= 47,45$+Taxes.

Or, Loyalty Price Plan of 20,00$ (200 Min. WeekDays. Evening+Week-End Unlimited @ 7PM)+ Retention Value Pack= 37,45$+Taxes.

Finally, after paying a 35,00$ Setup Fee she can have the 25,00$ Fido Garden Price Plan with 100 Min. WeekDays, Evening+Week-End Unlimited @ 7PM. Unlimited SMS in Canada & access to a reliable extended Fido/Rogers Network all accross the country. With a Call Display/Name display...Total will be 32,00$+ Taxes...

So check these out...

She's paying something like $63 after tax per month. Her plan is 150 daytime, E/W@7, F2F/R ... plus a 100 txt msg plan, and CID.

I think it's very overpriced ... but is that the price she really has to pay if she's not on contract?

She refuses to be on contract, and Wind looks attractive ($15 Chat +$5 US/Can SMS add-on sounds perfect for her). Is there a reason to stay with Fido?

[Raziel]

Hey Fritz,

Thanks for the info! The $32+tax is reasonable, it's competitive with Wind's $15 Chat + $5 SMS. It lacks the US texting (she has only ONE friend in Seattle, iirc - so no biggie), but it gains the unlimited E/W at 7pm .. which isn't bad at all.

Thing is, she only really ever texts ... so I dunno if that extra $12/mo is worth it for her ... I'll definitely discuss it.

Thanks again!! I should just call retentions and figure it out? This way she doesn't have to spend the money on a new phone - though she might want the Pearl 9100 when it comes out.

Cheerio!

...Unfortunately, Retention will be pretty limited from what you have without agreement...

So your Girlfriend has 150 Min. WeekDays, Billed by the seconds. Evening+Week-End Unlimited after 7PM. Unlimited Local Calls between Fido, Rogers Wireless & Rogers Home Phone subscribers. Call Display & 100 SMS. Finally, access to a reliable Fido/Rogers Network on the Original Fido FootPrint.

From that point, she should evaluate & review her monthly usage to determine what would be the best for her...

There's couple alternatives...

First, keep the price plan...and convince Retention to replace the CD & SMS by the 10,00$ Retention Value Pack (CD+VM+2500 SMS)= 47,45$+Taxes.

Or, Loyalty Price Plan of 20,00$ (200 Min. WeekDays. Evening+Week-End Unlimited @ 7PM)+ Retention Value Pack= 37,45$+Taxes.

Finally, after paying a 35,00$ Setup Fee she can have the 25,00$ Fido Garden Price Plan with 100 Min. WeekDays, Evening+Week-End Unlimited @ 7PM. Unlimited SMS in Canada & access to a reliable extended Fido/Rogers Network all accross the country. With a Call Display/Name display...Total will be 32,00$+ Taxes...

So check these out...

[cmr_mtl]

^ ^ ^

Today, the My Account app on the iphone confirms that the $200 credit was indeed applied.

And so ends the process of signing a new 3-year agreement, as all related transactions have now been completed.

See you all in about three years I hope, by then, an unlimited data plan will be dirt cheap, so I don't have to cling onto the $50 unlimited option.

[jimmerz]

hello guys
what are the data options available for fido other than the ones listed on the website?

the one i am currently on is retentions $15 50mb w/ BIS,

recently my friend was offered a retentions $20 1GB w/BIS option

because i have a blackberry, i want a data option with BIS, but since i have an iphone too i kind of want to be able to use both (i was previously on iphone for 1 year without data, i wanted bbm so i got a blackberry) but 50mb is definitely not enough for iphone (plenty for my bold tho)

however, looking at the threads here it doesn't seem like many people if any got a $20 1gb option

am i wrong? is this some kind of special offer?

[Jodo McFatty]

So I did a search for retention plan hardware upgrade but found no direct answer.

I have the SAV252YEW plan that has no SAF. I know that Garden plans with no SAF have no upgrade plan so I'm just wondering, since I am coming up on my normal contract hardware upgrade in May, whether I would be eligible or not since I am on a plan with no SAF.