I came from Fido to WIND (indirectly actually), so I hope this is really not becoming the norm but I am not entirely surprised if it is. I was w/ Fido for over 10 years and I have had tons of interactions with them. Most were bad, few were good. I had posted some but not all of my experiences on the Fido forum here (to the point that someone called me on a rampage! I thought I wasn't).
With my limited experience with WIND (since Sept '11) (and also Mobi), I haven't had a lot of bad experiences (yet). I requested things like unlock codes. No problem. With Mobi, I also didn't have very bad experiences (yet) either. May be I'm somewhat lucky. They are not perfect, and have told me incorrect info, but it was not that bad (like the OP's experience, I have had that w/ Fido).
Even my recent T-Mobile experience has gone worse than some years ago (which I'm a prepaid customer). And that w/ PC Mobile wasn't that great either (but I had no choice). I guess take your poison.
No longer on a leash by Fido