FIDO / Cheating and not fulfill what was committed for a new plan
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Am expecting to have a feedback from Fido by today Sept. 07, 2019 by email to re-solve my complaint. Feel deeply disappointed with Fido and hoping I have the feedback soon after this complaint submitted again!!
Your Chat Transcript
Chat Start Time: 09/06/2019 02:34:39 PM
Chat End Time: 09/06/2019 04:31:15 PM
Chat URL: https://www.fido.ca/pages/#/my-account/overview?easylogin=true
02:34:39 PM [WING] ...Transferred from Virtual Assistant chat...
02:34:40 PM [WING] https://chat.fido.ca/#/f/history?vaid=43d7dd94-08aa-45f2-bff7-abb9cfdb3383
02:35:02 PM [Daniel] Fido LiveANSWERS Hey! I'm Dan. Nice to meet you! I just need a second to pull up your account and review your request. Thanks! :)
02:35:38 PM [Daniel] Hello Wing, I hope you are well, I see you haven't received the right model of phone you ordered?
02:36:32 PM [WING] Yes, I feel being treated from Fido!! If this issue cannot be fixed, I will definitely go into public at once!
02:37:30 PM [WING] Should be cheated not treated!!
02:38:27 PM [Daniel] Oh i'm sorry that happened Wing, I certainly wouldn't want you to feel cheated. I will definitely help you process a device Swap to get you the right phone that you originally wanted.
02:39:03 PM [Daniel] Please just allow me a couple of minutes to get this all started and to look through the notes and I will personally sort this all out for you so there are no more troubles.
02:39:52 PM [WING] ok, take your time as I never request any P30 Lite model so far!!
02:47:20 PM [Daniel] Sorry about the wait my whole system crashed and restarted but i'm back and I will still be able to help you out, no worries.
02:49:13 PM [Daniel] Do you have everything still in the box?
02:49:22 PM [WING] For time saving, you may refer to the recap on my early discussion;
02:49:24 PM [WING] Quote
02:49:35 PM [WING] 返回 封存 移動 刪除 濫發郵件 Your Chat Transcript Hotmail / Fido Mobile [protected]@Fido.ca 收件人﹕ [protected]@hotmail.com 1/9 下午5:06 General Info Chat Start Time: 09/01/2019 06:03:16 PM Chat End Time: 09/01/2019 07:36:39 PM Chat URL: https://www.fido.ca/pages/#/my-account/overview?easylogin=true Referer URL: Name: WING Email: [protected]@hotmail.com Phone: Initial Question: Chat Transcript 06:03:16 PM [WING] ...Transferred from Virtual Assistant chat... 06:03:18 PM [WING] https://chat.fido.ca/#/f/history?vaid=99edb161-d306-4152-8252-8165c2110a35 06:03:34 PM [Ramandeep] Fido LiveANSWERS Welcome to Fido! It will be my pleasure to chat with you today. May I start with your full name please? 06:03:51 PM [WING] Wing On Alphan Chan 06:04:17 PM [Ramandeep] Hi, how are you doing today, Wing ? 06:04:26 PM [WING] Am fine, thanks 06:04:37 PM [Ramandeep] I can see that you're logged into your fido.ca account which is awesome as you're fully authenticated:) 06:05:20 PM [WING] hi, just would like to continue your last offer to re-new my plan which expect due on Sept. 28, 2019. 06:05:48 PM [Ramandeep] If I am correct you're inquring about the offer that was made on Aug 23rd? 06:07:39 PM [WING] Yes, in addition, please also see if you can increased the data from 6GB into 10GB as Telus did also able to offer me same fee mobile phone and 10GB at same plan price. 06:08:25 PM [Ramandeep] I can really understand your point of view here Wing for sure I will have a deep look into it for you. 06:08:51 PM [Ramandeep] I do see that you were offered Google Pixel 3 64gb and Huawei p30 on $0 down on Aug 23rd. 06:09:51 PM [WING] Yes, but I prefer to take Huawei P30 at 128GB model. 06:10:21 PM [Ramandeep] Ok sure, allow me few minutes to have a look into it for you. 06:14:01 PM [Ramandeep] Thanks for your patience! I'm still working on it. Please bear with me:) 06:14:29 PM [WING] noted, thanks 06:18:30 PM [Ramandeep] Thank you for your patience I have looked into it for you and wanted to confirm that we can get you the Huawei P30 on $0 down on small tier plan. You can also keep the current plan as it. In case if you're looking to add more data then we can get you: The $70 plan comes with: Unlimited Canada-wide anytime calls 8 GB (No Surprise Data Overage) Unlimited text/picture/video msgs from Canada to Canadian, U.S. and international cells Call Display (Number only) Mini Voicemail (max 3 msgs, can be upgraded to 35 msgs) Circle Calling™ Fido Roam™ Data Overage Protection 5 FREE hours of data (1 hour, 5 times per billing cycle) with Data Bytes™ 06:18:48 PM [Ramandeep] Or 14gb for $80. Both plan are small tier plans. 06:21:09 PM [WING] I mean to keep same $65 but increased into 10GB which Telus can able to offer me and so I do believe Fido can offer same to loyal customer too. Your thoughts?? 06:22:09 PM [Ramandeep] I can understand how Telus offer can be appealing. Keep in mind though that the sign-up deals are often not to be renewed or only for a fixed period of time. Each company has its advantages, I agree, but considering your loyalty and the offer made, Fido remains a competitive company for its amazing advantages, such as Fido LiveANSWERS, FidoTRADE, Fido Roam and Data Bytes and Data Overage Protection. Plus our newest addition Fido XTRA makes our plans even more unique. 06:22:53 PM [Ramandeep] But I have looked deeply into it for you and wanted to confirm that we can get you one time $35 as a credit on doing upgrade. 06:25:13 PM [WING] Noted thanks but wondering If pre-authorized monthly payment can help to meet my expectation too?? 06:26:04 PM [Ramandeep] I do apologize to say Wing but I'm not able to understand your last inquiry, can you confirm it in bit more details. Thanks! 06:28:26 PM [WING] I mean to have pre-authorization thru my credit card on mothly basis where Fido can get my payment automatically on monthly basis. 06:30:27 PM [Ramandeep] Oh yes you can setup the pre authorized monthly payment through credit card I can send you an email for your convenience that will help you to change the method of payment. 06:31:10 PM [WING] Do you mean this payment method can help to meet my 10GB data epxectation too?? 06:33:37 PM [Ramandeep] Well, just to confirm with you that monthly payments will be taken from the pre authorized credit card which does not relate the data with it. But let me see what we can do for you. 06:34:44 PM [WING] noted and awaiting 06:37:03 PM [Ramandeep] I have looked into it for you and wanted to confirm that we can get you 3gb for 3 months with your current plan, in market the value of this data bonus is $80 but we can offer you for free or we can get you 5gb for 2 months on current plan and in market market the value of this data bonus is $120. What do you say? 06:39:20 PM [Ramandeep] We can offer the 5gb for 2 months free of charge. 06:40:15 PM [WING] If you trace back my previous data usage record, am seldo, m to use more than 5 or 6GB data. But just feel more comfortable if my current plan can get in-line with other reputable service provider too. Can you double check for me plaease? 06:44:26 PM [Ramandeep] Just to double clarify that you're looking to get more data at the current price you're paying? 06:44:43 PM [WING] Yes. 06:45:24 PM [Ramandeep] I can really understand your point of view here Wing I have looked into it for you an wanted to confirm we can get you the 7gb for $75 on small tier with $10 off for 12 months on doing upgrade. The plan comes with: Unlimited Canada-wide calling, Unlimited text, picture and video messages from Canada to Canadian, US and international numbers, Call Display, Call Waiting, Conference Calling, Mini Voicemail and 5 extra hours of data (1 hour, 5 times per billing cycle) with Data Bytes and Data Overage Protection. Data Overage Protection is a feature where your Fido Mobile data is automatically paused once you reach 100% of your plan's data limit. So you'll never get a surprise overage charge. 06:47:42 PM [WING] Did double confirm to you to meet same $65 instead of paying more?? 06:49:19 PM [Ramandeep] I can really understand what you are trying to say here Wing with the $10 off for 12 months you'll only need to pay $65+taxes for 7 gb data, the in market price for this plan is $75. 06:52:48 PM [WING] Do you mean that Fido can accept $65 for 7Gb data for my upcoming new plan together with $0 Huawei P30 with 128Gb for my upcoming new plan?? Beside, there will have a $35 cash credit which can be deducted on my new plan too?? Please confirm my same understanding. thanks. 06:54:44 PM [Ramandeep] Just to confirm with you that we can get you the Huawei P30 on $0 down on $75 mall tier plan with 7gb data + $10 off for 12 months on the plan + $35 one time credit which will appear on your next bill. Sounds Good? 06:57:36 PM [Ramandeep] Small* 06:58:12 PM [WING] Noted with many thanks. Understand that the new plan start up fee $35 can be wavied too if I can do on-line. Correct me if I am wrong?? 07:00:08 PM [WING] Be frank, as am just don't want to wait the old plan due on Sept. 28 and trying not to pay the outstanding $29.?? old plan fee. If so, I can start my new plan right away. Can you check and confirm too?? 07:02:03 PM [Ramandeep] Well, Wing your current contract is going to end on 09/28/2019 and the remaining device balance for current contract is $0 so you can do the upgrade today. You can definitely save the $35 setup by choosing to do upgrade online at Fido.ca but just to confirm with you that on doing you would not get the $10 off for 12 months on the $75 small plan + won't get the extra $35 credit as well. But I can do is I can do the upgrade for you and instead of the $35 credit I can get you the $50 one time credit which will cover the $35 setup fee also you'll have extra $15 credit on your next bill. 07:04:39 PM [WING] It sounds great if I can start the new plan without any liability of the old contract. If so, please go ahead to arrange the new plan for me. Big thanks and highly appreciated. 07:05:47 PM [Ramandeep] Ok sure, we can proceed with the upgrade for you. 07:06:31 PM [WING] Let me know anything needs my follow up. thanks 07:07:01 PM [Ramandeep] Sure, no worries. 07:07:29 PM [Ramandeep] Can you confirm the 4 digit code that I have sent on [protected] via text? 07:08:21 PM [WING] 1245 07:08:55 PM [Ramandeep] Thank you very much for confirming that Wing. 07:09:30 PM [Ramandeep] These are some points related to the plan: If you reach your data limit at any point during your bill cycle, we'll pause your data access to prevent you from incurring data overage charges. • To continue using data after we pause you, add additional data right from your phone by using My Account (app or web). You can also add data by responding to the text message we'll send you. Fido XTRA You can access Fido XTRA through the My Account App to get new deals and giveaways every Thursday. 5 Extra Hours of Data • Your Fido Pulse plan gets you 5 extra hours of data: 1 hour, 5 times per billing cycle. You can start a session once every 24 hours, even after we've paused your data. • You'll need to log into the Fido My Account app to start a session or check your usage. • You must be on the Fido network (e.g. can't be on extended network, roaming or Wi-Fi). Once a session starts, the 1 hour countdown can't be paused or stopped. • When the session is over, you'll get a Flash SMS letting you know the session has ended. Streaming won't stop though; you'll just continue using the data included in your plan. Sounds Good? 07:12:24 PM [Ramandeep] You haven't replied in a while, still there? 07:12:58 PM [WING] yes, am there 07:13:13 PM [Ramandeep] These are some points related to the $10 off for 12 months: We will add the discount to your account by your third bill. It will stay on your account for 12 months. You will lose the discount if you change your plan to a plan that is not compatible. Sounds Good? 07:14:02 PM [WING] ok 07:14:13 PM [Ramandeep] Just to confirm we only offers the P30 in black color. 07:14:50 PM [WING] ok, noted and should be in 128Gb. 07:15:48 PM [Ramandeep] Yes that's correct. 07:15:57 PM [WING] Great. 07:16:07 PM [Ramandeep] Allow me few minutes to change the plan and will send the order for the device afterwards. 07:16:20 PM [WING] Noted and awaiting 07:16:55 PM [Ramandeep] Wing, there's quite a bit of information to go through before we continue. Take the time you need to read and let me know if you have any questions. :) I'll be happy to answer them. You'll receive your order in 3 to 5 business days. Most customers in the Greater Montreal, Toronto and Vancouver areas will receive their order within 2 business days. Your agreement will start now and we'll send you a copy of your service agreement. Your subsidy is associated to a specific plan category and it's good to know that downgrading your plan category will incur fees. Your satisfaction guarantee is valid for 15 days from the shipping date. Between 16-365 days, you can return a defective device in a participating store for diagnosis or repair. We'll send you an e-mail to confirm your order, another with the info related to your phone such as your proof of purchase and another one with the tracking info. If the package includes a new SIM card, you can activate it through My Account. If you wish to pay anything else, other than the device, we will need to take a separate payment. A $35 Transaction Fee, any existing subsidy balance (if applicable) and applicable taxes will show on your next bill. If your invoice is triggered the same day as the transaction you will see a credit for your phone payment on your next invoice and the phone cost on the following invoice when the handset will be shipped. You can review this info later by visiting the Fido Community at http://fido.ly/2k4VcvR Can I confirm the delivery address with you now? 07:18:43 PM [WING] yes, please 07:19:40 PM [Ramandeep] Is your current address is: 102-XXXXXXX ST COQUITLAM BC 07:20:05 PM [WING] Bingo 07:20:34 PM [Ramandeep] Ok perfect allow me couple of minutes to finish the upgrade for you and will get back to you once done please stay connected. 07:20:46 PM [WING] ok 07:23:17 PM [Ramandeep] These are some points related to the 2gb data bonus that is offered with the plan as the plan comes with 5gb+2gb= 7gb: We will add your data bonus to your account by your second bill. You can keep this bonus as long as you stay on a plan that is eligible. 07:23:40 PM [WING] ok 07:24:44 PM [Ramandeep] Alright perfect. 07:25:20 PM [Ramandeep] The plan has been changed and now will send the order for the device. 07:25:54 PM [WING] Great 07:30:28 PM [Ramandeep] Thank you very much for your amazing patience Wing the upgrade has been done and you'll get an email confirmation in next 24 to 48 hrs also you'll see the change in your next bill as well. 07:31:15 PM [WING] Great and if there is anything I have to wait further?? 07:31:30 PM [Ramandeep] Well, that's all. 07:32:04 PM [WING] Great with may thanks. 07:32:29 PM [Ramandeep] You are much welcome:) I want to congratulate on getting the new device! 07:32:35 PM [Ramandeep] Is there anything else, I can do to make your experience with Fido even better? 07:34:16 PM [Ramandeep] You haven't replied in a while, still there? 07:35:14 PM [Ramandeep] I know time is very important; it's okay if you have to go, but I'll have to go as well to assist other people. Let me know if you're still online. 07:36:36 PM [Ramandeep] It seems that you're busy because I haven't heard from you yet. Therefore, I have to close this chat. I've left clear notes in your account so feel free to come back on the chat and we'll be glad to continue where we left off. Thanks for using Fido!
02:50:05 PM [WING] Unquote
02:50:44 PM [Daniel] Thank you.
02:53:54 PM [Daniel] I am currently working on the exchange process and documenting everything so there will be no further troubles, thank you for your patience and assistance with this.
02:56:46 PM [Daniel] Is the shipping address for the phone you wanted still
You will receive an email notification once we ship the device. You will also receive your order within 3 to 5 business days.
02:57:23 PM [WING] Yes, mailing address is correct.
02:57:27 PM [Daniel] Thank you.
02:57:46 PM [WING] Let me know how to deal with the current package P30 Lite??
02:58:51 PM [Daniel] You have 10 business days to ship the original device, or we will bill your account for its full value. Please use the return waybill included with the new device. Please make sure you include the original box with all of its contents (phone and accessories). Keep your SIM card.
03:00:02 PM [WING] By the way, just want to make sure
03:00:26 PM [Daniel] I'm on my side going to send a case off for the Back Office Team and explain the situation, the phone you got and the phone you originally wanted, once the phone is at the fido Warehouse and fido receives it they will make any adjustments and ship you the Huawei P30 128gb model.
03:01:26 PM [WING] Great! I will keep the sim card provided and return the whole package by today.
03:02:00 PM [WING] By the way, please confirm that the re-send P30 should be a new one and not used one??
03:02:35 PM [Daniel] Correct.
03:03:25 PM [WING] In addition, realized that my on-line account is bearing 8Gb plan but am just able to use 7Gb data limit. Can you upgrade into 8Gb too to avoid confusion??
03:04:31 PM [Daniel] I will look into that after i'm finished with the swap, it's a bit of a lengthy process but i'm almost done. :)
03:05:22 PM [WING] Noted and awaiting. Thanks
03:09:37 PM [Daniel] Wing as I make this case, there are going to be charges and credits for the difference the price for the P30 Is $240 On the Small plan you are currently on. I do see the past representative quoted it on $0 So i'm going to double check the loyalty pricing and if not I will speak to my support.
03:12:02 PM [WING] Sorry, this is a done deal and am not going to pay anything extra!! Sorry about that. Let me know Fido's final before I take all necessary action taken!!
03:13:15 PM [Daniel] Of course Wing, i'm doing everything I can to get you what you were originally wanted.
03:23:28 PM [Daniel] Thank you for your patience Wing, if you did want to choose another model we can certainly do that but i'm afraid we don't honor the pricing anymore. If you would like what I could do is offer you a $100 Pricing off a different model on your current plan. for example the Samsung S9 Is $120 On a Small plan, if you wanted to exchange it for that then I could mention to have the $100 applied to that and it would only be $20 Or if you wanted to just fully return the phone you received you could do that as well.
03:27:40 PM [WING] This sounds really bad for Fido and not to fulfill a confirmed deal to a loyal customer. In this case, I will public and let the pulbic to give me a fair judgement.
03:31:00 PM [Daniel] I understand and really sorry to hear about this. Especially when you have been with fido for so long. I will send a full report to that agent so that he may be coached to prevent this form happening in the future, would you like me to set up the process for the return of the phone so that you may be refunded?
03:32:04 PM [WING] If t
03:33:46 PM [WING] If Fido admitted the fault, why Fido is not taking any responsibility. I have no interest to Fido internal affairs but my customer right only on all confirmed deal!!
03:36:14 PM [Daniel] Fido is only able to help in any way they can, we are not able to honor the pricing. I would certainly help you with that if I could to make this easier for you. The other options I could help you with is doing a full return of the phone, or you could look at getting another phone model and we can go over those options together I do not mind.
03:37:48 PM [WING] This is totally not a solution for a done deal!!
03:38:22 PM [Daniel] I understand these may not be the solutions you are looking for but these are the two solutions available.
03:38:56 PM [Daniel] I do want to help you throughout this process but these are the only options available since Fido is not able to honor the pricing.
03:39:05 PM [WING] Am just want Fido to deliver what was committed, very simply!!
03:39:46 PM [Daniel] I understand that.
03:40:31 PM [Daniel] But the solutions I have given above are the only solutions you could take aside form not returning the phone you have now.
03:41:55 PM [WING] NO, I will definitely not accepting th P30 Lite model to replace my preferred one.
03:43:26 PM [WING] Since my original plan which should be due on Sept. 28, am still holding my right to complete the old contract unless being override by the new one!!
03:44:10 PM [Daniel] Okay, then I would recommend returning it so it all can be reversed because how the return policy works is you have to send us the device within 10 business days, or Fido will bill your account for its full value.
03:46:49 PM [WING] Noted with thanks. Can you let me know which Fido dept. or contact person or phone number should I get in touch with for this complaint?? Thanks
03:48:41 PM [Daniel] That would be through me, I can explain it in the form that I am reporting the agent for this mistake. Their Team leader will receive it and pass it forward and coach the agent on it as well.
03:49:58 PM [WING] No, this is not the answer, I need this for media to get in touch with Fido direct and explain where is the customer right!!
03:51:09 PM [Daniel] Then you will have to hold with me as I speak with my support.
04:05:00 PM [Daniel] Thank you for your patience Wing, my support is looking into seeing what they can do to get the phone for $0 I really do appreciate this.
04:07:18 PM [Daniel] Still with me? :)
04:07:33 PM [WING] Yes,
04:08:50 PM [Daniel] Okay wonderful because I have some good news, I spoke with my support and they are going to put you on a similar plan to what you are paying now It's $70 with 6GB unlimited talk and text, this will bring the P30 Down to $0 Wing!
04:09:18 PM [Daniel] and then once that's done we can do the exchange process again.
04:10:26 PM [WING] Sorry, the original deal was 7Gb at same old price $65 and a new P30??
04:11:10 PM [WING] Please don't waste my time anymore and just let me know all the key contacts at once!!
04:13:55 PM [Daniel] I will let them know.
04:16:19 PM [Daniel] Okay wing, I have spoken to my support and a Supervisor is going to be contacting you within an hour. I'm just going to get everything set up for them. Can you please give me a number so that they can contact you please?
04:17:55 PM [WING] Sorry, am not interested at all to talk anything more. Either fulfill the confirmed deal or let me know all the key constacts, thanks.
04:20:46 PM [Daniel] The only option right now would be to have a supervisor call you back now i'm getting everything set up they are just going to need a number to reach you on so they can talk to you about the original deal.
04:22:18 PM [Daniel] They are wanting to speak to you.
04:24:08 PM [WING] Sorry, I have no time as am having a dentist appointment within 30 minutes. So I have to go now. If any good news, please email me [protected]@hotmail.com. thanks. Otherwise, I will have to contact all medias by tomorrow. Thanks for attention.
04:27:05 PM [Daniel] okay, I am sending an E-mail to my supervisor and they will fill out what they need to for the escalation. Everything is all documented.
04:27:54 PM [WING] Great, and thanks for all your help and effort regardless the final outcome.
04:28:51 PM [Daniel] Yes, I want to thank you again for your patience, I wish I could have gotten this resolved for you but hopefully it gets sorted out for you in the end, was there anything else I can help you with in the meantime?
04:29:24 PM [WING] Not at the moment, thanks. Have a good day.
04:29:49 PM [Daniel] Thank you Wing, you have a good weekend.
04:31:14 PM [Daniel] I want to take the time to thank you for choosing Fido! I really wish we could've found a solution to your satisfaction today, however, I hope that you have an awesome day nonetheless!