Fido CSRs LIST

**ali1t** · 02-18-2011, 01:19 AM

Originally Posted by stucatz

I was wondering if you could help me with a problem I've been having with fido for about 3 months?
I'll give you a taste of what I've been through. Basically I had an iPhone 3GS 16g that I purchased of kijiji. After updating to the new 4.0 firmware I started having problems with data and reception problems. Anyways after months of back and fourth with the tech dept. the csr told me I had a phone problem and they would send me an exchange phone for my defective one. I offered to bring it back to an apple store myself but they said they would send one out for me! This is where everything goes wrong! So after recieving my new iPhone I sent back my old one in the return envelope. After a month or so I get a charge on my bill for about $800! I call in to customer service and ask what the charge was for and they told me they never received my old phone. I give them all the tracking numbers and confirmation that they received it, through the ups website. They open a case file#1 and they say they will look into it and let me know within 48-96 hrs. Nobody calls me back after the 96 hr period! So I call back and speak to another csr. They tell me the previous rep did not do the case file properly so they would have to re do a new case#2. So I wait the 96hrs and no call from anyone. So I call back again and the rep says that the previous rep did not put in the tracking number. So they add the tracking number and re send it again!
After a few days a get a call from someone at fido. Saying that they reviewed the case and there was problem. They say they needed a proof of purchase for my old phone. I told them I bot it from kijiji and did not have one. They said without a proof of purchase they wouldn't honor the warranty, I would have to take it back to apple myself. I try to explain to the rep that I offered to take it back to apple myself but they told me I didn't have to, that the would replace it for me. She tells me that the rep made a mistake and I either send back the new phone they gave me or they would charge me $800 for the phone. Luckily I did not open the new phone at all, it was still wrapped up. So she tells me to send my new phone back and she will send my old iPhone back to me. And once she receives the new phone she will credit my account.
So I did exactly what she said and sent my new iPhone back to fido through ups. Photocopied everything and tracked the package via ups website. After about a week or so I call in again and ask the csr what the status was with my account. She tells me the phone was received but was not entered in their system and they would have to log another case! Fine, so I wait another 96hrs and no call back from fido. I call them and ask another csr to look into the status of my case and she says that it was still pending. I asked to speak to a team leader or manager and she tells me nobody was available and that she will get someone to call me back within 48hrs. Wait again no call back, so I call again and speak to another csr and ask to check on the status of my case again! She comes back and tells me the case is still pending! I'm furious at this time and demand to speak to a manage! After an hour on the phone I finally get a manager and she tells me she would look into my file and call me back in 15min. So she calls back and tells me she will credit my account for the new phone I returned. Great, I said. But what about my old iPhone? She tells me she can't send it back to me because it was sent back to the manufacturer! So I tell her that's not my problem, I want my old phone back or a replacement one! She says no, she can't return my phone because it was not purchased from fido! Basically they screwed up and they don't have my original phone to send
back!
They basically stole my phone and don't wanna do anything about it! Can you please give me some advice on what I have to do from here?

What can I do at this point?

I would file a police report or call Apple. Probably the latter first..

**livius13** · 02-20-2011, 06:41 PM

you are really a suker

, it's not fido's fault !!! You took advantage of their kindness and hoped to have a phone well karma DUDE, you try to do something bad , it comes back at you HAHAHAHHAHA
PAAAAAAAAAAY

**gyozaman** · 04-10-2011, 11:05 PM

Can any Fido employees here explain how Fido in-store renewals work currently ? Salescentral allows for renewals which customers can choose their new phone phone on a 2 year or 3 year agreement. Fido system then automatically deducts the Fido Dollars from the customers account and asks for the new IMEI of the phone. It then completes the upgrade and the contract prints out.

What I don't understand is when does the client choose the plan that they want ? What step of the process does this happen ?

**shiener** · 05-30-2011, 11:03 PM

Can any CSR tell me if I can put my plan on hold for a year. I an leaving the country for 12 months and don't want to lose my contract or status with fido. I've been a customer forever and don't want to start over with them or another company when I come back.

Thx

**WorldIRC** · 05-30-2011, 11:13 PM

Originally Posted by gyozaman

Can any Fido employees here explain how Fido in-store renewals work currently ? Salescentral allows for renewals which customers can choose their new phone phone on a 2 year or 3 year agreement. Fido system then automatically deducts the Fido Dollars from the customers account and asks for the new IMEI of the phone. It then completes the upgrade and the contract prints out.

What I don't understand is when does the client choose the plan that they want ? What step of the process does this happen ?

Only 611 changes plans.

**WorldIRC** · 05-30-2011, 11:13 PM

Originally Posted by shiener

Can any CSR tell me if I can put my plan on hold for a year. I an leaving the country for 12 months and don't want to lose my contract or status with fido. I've been a customer forever and don't want to start over with them or another company when I come back.

Thx

Only for Military personnel.

**shiener** · 05-30-2011, 11:53 PM

Originally Posted by WorldIRC

Only for Military personnel.

Thx. Appreciate the knowledge.

**sbains187** · 06-26-2011, 09:24 PM

I have a question for the CSRs which i hope you can help me with.

I recently ported my rogers number to fido, but i didnt have a sim card and i thought they could just set one up and send it to me in the mail, however due to miscommunication the guy on the phone ported the number to one of my existing numbers and deleted it, and then replaced it with the number i was porting. As soon as my employee made me aware that his original number had been taken over by my other employees number he told me and i called Fido back the following day to tell them, and again due to miscommunication the number i ported the day before got canceled all together and my other number got reinstated.

However once i was aware that the number i needed ported still wasnt in service, I decided to go in store to start the port all together, jumping ahead a bit i have this temporary phone number and for some reason theyre now telling my that the number i was porting is now in the aging process and has been the hardest thing to recover. All in all they told me to call back tomorrow and deal with a manager who will have better luck retrieving the number from the aging process. Am I on the right road here, or am i running around in circles?

Thanks A Lot

**Stately Automat** · 06-27-2011, 10:36 PM

So right now the number you ported is cancelled and you just have the one active number, correct?

What you'll need to do is activate a new line with a temporary number and have them recover the ported number from aging. It's an easy process that could theoretically be done by customer service , but you may want to talk to the number porting centre just to make sure it goes as smoothly as possible.

**sbains187** · 06-28-2011, 12:07 AM

Originally Posted by Stately Automat

So right now the number you ported is cancelled and you just have the one active number, correct?

What you'll need to do is activate a new line with a temporary number and have them recover the ported number from aging. It's an easy process that could theoretically be done by customer service , but you may want to talk to the number porting centre just to make sure it goes as smoothly as possible.

LOL, i find it super funny you said that because i called back today and explained the situation to the CSR, he asked me why no one else was able to help me with such a simple process. As soon as he said that i had a feeling this whole situation was going to be solved in less than 5 mins.... sure enough it was.

On a side note he laughed at how 9 people left notes on my account that made no sense and for the most part were against precedure.

Anyways, thanks a lot for chiming in and helping out.