Misleading Site / Wrongfully Trained Staff

**phaze2media** · 12-07-2011, 11:46 AM

According to "Oh Canada Plan" Outgoing CA/US Text is Unlimited Canada-wide, but supposedly this does not include now all of a sudden MMS messages. I confirmed 3x before activating the phone with rep in the promenade location does this mean it includes MMS Canada wide and they said "YES sir that means Canada-wide aswell", Today I recieved my first bill online and was charged a nice $0.20 per every MMS i sent. So I had the joy of calling customer service and they understood it seems to be a common issue and wanted to "credit me back", so I asked to speak to loyality and soon as the rep came on the line and I addressed the issue... Guess what she said... "Yes sir MMS is included with our oh canada plan". Seriously who is training these people? And what is the correct answer LOL.

Input anyone. Thanks

**Oxygen.1** · 12-07-2011, 11:59 AM

Probably poor training, unlimited MMS is included on the Smart, Brilliant, and Genius plan and I'm guessing the first rep assumed it as well. As long as you're getting credited back, I don't know why you asked for loyalty. If you need MMS, ask them for the appropriate add-on but as per WIND's website...you'll see that unlimited MMS is NOT included in the Oh Canada plan.

http://www2.windmobile.ca/en/Pages/voice-plans.aspx

Mehh, poor training and miscommunication...happens all the time.

**phaze2media** · 12-07-2011, 12:30 PM

Today received a call back from loyalty thanking me for noticing the error and mailed company wide now that it does not include mms and they upgraded my plan to irresistible 35. Sweet deal!

Sent from my Nexus S using HowardForums

**Tendenzi** · 12-07-2011, 12:33 PM

Originally Posted by phaze2media

According to "Oh Canada Plan" Outgoing CA/US Text is Unlimited Canada-wide, but supposedly this does not include now all of a sudden MMS messages. I confirmed 3x before activating the phone with rep in the promenade location does this mean it includes MMS Canada wide and they said "YES sir that means Canada-wide aswell", Today I recieved my first bill online and was charged a nice $0.20 per every MMS i sent. So I had the joy of calling customer service and they understood it seems to be a common issue and wanted to "credit me back", so I asked to speak to loyality and soon as the rep came on the line and I addressed the issue... Guess what she said... "Yes sir MMS is included with our oh canada plan". Seriously who is training these people? And what is the correct answer LOL.

Input anyone. Thanks

good catch, it's definitely odd.

It almost feels like a bait and switch.

**Oxygen.1** · 12-07-2011, 12:33 PM

Sweet, congrats dude!

**Tendenzi** · 12-07-2011, 12:34 PM

Originally Posted by phaze2media

Today received a call back from loyalty thanking me for noticing the error and mailed company wide now that it does not include mom's and they upgraded my plan to irresistible 35. Sweet deal!

Sent from my Nexus S using HowardForums

LOL auto-correct?

**phaze2media** · 12-07-2011, 12:37 PM

Bahahhaa autocorrect went on LoL

Sent from my Nexus S using HowardForums

**FTW** · 12-07-2011, 12:55 PM

Actually the Oh Canada plan does not include picture messaging. Apparently, it was some kind of misprint, one that seems to continue to persist on their web site. Employees were sent out documentation saying picture messaging was included, so its not poor training on the part of the employees.

**fruvous** · 12-07-2011, 01:01 PM

Wind has always been awful in correcting their marketing mistakes. They still have it up that the AITF Data plan included free SMS.

**Humza** · 12-07-2011, 02:51 PM

I35? Wow...I dislike you now.

**FTW** · 12-07-2011, 10:12 PM

Originally Posted by FTW

Actually the Oh Canada plan does not include picture messaging. Apparently, it was some kind of misprint, one that seems to continue to persist on their web site. Employees were sent out documentation saying picture messaging was included, so its not poor training on the part of the employees.

Sorry I made a mistake their site was showing the correct information.

**SharpieFiend** · 12-07-2011, 11:33 PM

Originally Posted by tendenzi

good catch, it's definitely odd.

It almost feels like a bait and switch.

No, it's not bait and switch, just poorly informed reps who thought SMS and MMS are the same things.

**Tendenzi** · 12-07-2011, 11:39 PM

Originally Posted by SharpieFiend

No, it's not bait and switch, just poorly informed reps who thought SMS and MMS are the same things.

I said "It almost feels like". Because from his consumer point-of-view he was informed poorly by WIND representatives several times, which then later got proven wrong all after the fact. You go in assuming you're getting what you asked about, and then it is yanked.

Needless to say, he's on i35, and it's a very much happier ending for him.

**skhan27** · 12-07-2011, 11:42 PM

Wirelessly posted (Mozilla/5.0 (iPod; CPU iPhone OS 5_0 like Mac OS X) AppleWebKit/534.46 (KHTML, like Gecko) Version/5.1 Mobile/9A334 Safari/7534.48.3)

So i35 still exists on the system for loyalty eh