I have 3 lines with Fido for the last 4 years, at least. This morning, I called and make arranged for a 4th line. The representative by the name Danielle (not sure if the spelling is correct), offered me a $65 plan, I declined. She offered me a $55 plan. I declined. She checked and make a third offer for $50. I agreed to go ahead with the third offer. And she confirmed that I would get an additional 10% discount upon my enquiry. As to close the deal, she put me on hold and indicated that she needed to do a credit check. She came back and said I am god to go and she gave me 2 phone numbers to pick. I chose one. She then told me I can pick up the SIM card in Vancouver by giving me the Interaction ID number and the phone number that I picked as the confirmation.
When my friend went to the store in Vancouver, the store assistance by the name Gary said that he couldn't locate the Interaction ID, and asked me to call Fido. I did and talked to Michael. Michael looked at the record, and then told me the $50 plan is a "In Market Plan" which I am not qualified for because I am a customer already!!! Danielle had never explained such thing for me. Michael put me on hold, and came back and said the record didn't indicate that I have decided on the plan. I don't know what kind of game Michael is playing. And then he asked me to talk to Habeeb of the Retention department. Same story. They cannot honor that plan to me by saying I never made up my mind and the plan is only for new customer. At the meantime the Vancouver store installed the SIM card to the phone and charged my friend for the SIM card already.
My complaint is:
- Fido is not being fair and square in the dealing. And failed to honour the agreement.
- If I haven’t make up my mind, why would Danielle checked my credit and offered me the number to choose from. And Habeeb's explanation was the number just reserved for me. To me, the number is given to me when an agreement is reached.
- Habeeb said it could be just misunderstanding and miscommunication. That means, I misunderstood the offer. Then why would Danielle confirmed that I would get additional 10% discount.
- I asked for the recording. Both Michael and Habeeb said it is only for training purposes, and they have no access to it. So, how can I get a copy? Proof me wrong with your recording please. Should the customers or potential customers be recording conversation with Fido reps now?
Since Michael and Habeeb said there were no agreement reached, I told them to forget about the whole thing then and I don’t want to waste my time talking to them.
I am seriously considering moving all my lines to competitors that would honor their words. The cost is not the issue. Integrity is.
***Edited to add labels***