Wind has the WORST customer service ever!

[bwalter]

We live in an age where customer service sucks in general. I've only called WIND once and after reading about all the problems I was pleasantly surprised when my issue was resolved without issue. I suspect I was speaking with someone in a Canadian call center, but I didn't use the "French" trick.

I had a lot of bad experiences with Rogers (and a few good ones.) At least some of their screw-ups were in my favour.

[lmoreau]

The sad thing is when I cancelled they transferred to me to loyalty and rententions who was definitely in Canada. I told her the reason I'm cancelling is because of that teams awful service. So her offer was this amazing plan, $40 and she'll give me VM for free! I'm like I'm supposed to get it for free anyway that's not even an offer! She's like I agree I'm sorry again yadda yadda. At least they don't need 30 days notice and just cancelled that day. To top it off though when I called to get my VM issue fixed every time I'd explain it they would hang up on me! I called from my cell, office phone and home phone and they'd always disconnect. There's no way all 3 different phones would hang up as soon as I'd say I'm supposed to get voicemail for free.

[DroogBC]

FWIW, I called in the other day to report an issue, pressed 2 for french as usual, and was greeted by a nice french speaking lady who also spoke english. This worked, but english clearly was not her native tongue, and we had a bit of trouble understanding one another. (Ie: She had no idea what "garbled" meant, lol.)

All is well though... except the tower in my neighborhood is still jacked up again. Garbled incoming and outgoing audio on phone calls, absurdly slow data, tons of missed calls immediately followed by the "I tried to call you" text, etc... Good times. Yeah yeah, I've reported it to the network builder BS a dozen times over the past 2 weeks, called in, posted on the windmobile community forums, etc. We'll see.

[Stephen Morris]

I'm in the middle of an issue as well. I just switched from pay before to pay after to go on a tab and get a new phone and they didn't transfer over the balance I had on my pay before account for any pay per use charges and there was an almost 4 week overlap in the billing(last pay before charge was June 6th and my pay after billing period begins june 10th).

Anyway I phone support and explain the issue and ask for the balance to be transferred and a prorated credit for the portion of the pay before charge I didn' use. The CSR double checks to make verify what I'm saying is accurate. I can tell he fully understands what I want and that it's a reasonable request but still trys to pull the "We don't have any way to do that" card.

I'm fairly confident I'll get what I want in the end, but it sucks It's going to take several phone calls and talking to several people to get it to happen.

I'm glad you feel confident, because that money is gone. The front line reps really can't get that back and back office will simply note the account that the money is indeed gone from switching to pay after. Might want to take this to a senior level and be prepared to pull teeth. Not to bring down your optimism, but I've seen this movie before. However you may be the lucky one. If so I tip my hat to you sir and advise you to buy a lottery ticket.

Sent from my HTC Sensation Z710e using HowardForums

[Fortissimo]

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.

[krae_man]

I'm glad you feel confident, because that money is gone. The front line reps really can't get that back and back office will simply note the account that the money is indeed gone from switching to pay after. Might want to take this to a senior level and be prepared to pull teeth. Not to bring down your optimism, but I've seen this movie before. However you may be the lucky one. If so I tip my hat to you sir and advise you to buy a lottery ticket.

Sent from my HTC Sensation Z710e using HowardForums

In the end I'm going to get it. It might take a couple more calls however. It took 2 to get the balance on my pay before account transferred over. It took two more and speaking to a supervisor to get a prorated credit transferred over. I should get that in a couple days.

Of course now there's another problem. The supervisor doesn't think I should be refunded the tax on the prorated credit. So it's probably going to take another two calls to get that last $3.

I don't care how many phone calls it takes, I'm going to get what I should out of them. Maybe one of these days after I ruin their AHT again and give them a horrible survey because it took multiple phone calls to resolve my issue, Wind will smarten up and give their CSR's and supervisors the authority and ability to resolve issues.

The supervisor I talked to said the maximum credit she had the authority to issue as a customer service resolution was $20. It's ridiculous how little discretion they have.

[rodtaylor]

The supervisor I talked to said the maximum credit she had the authority to issue as a customer service resolution was $20. It's ridiculous how little discretion they have.

If you negotiate rates at many hotels they will come up against a limit that the computer won't let them pass. Oddly, if you do not agree to it and begin to leave that limit no longer exists. Obviously works best if you plan to stay for several weeks during the slow season.

It's entirely possible Wind does have a maximum credit. It's also possible their staff use that as a negotiation point.

[thymaster]

Wind customer service have a long way to go but because they are such a young company, I forgive them. However Bell and Rogers have been around a long time and hasn't improve since. By far, I think Telus has the best customer service but at a very high price because they will charge you all sorts of service fees.