So I bought a HipTop cell phone. It’s amazing, I love it, it’s great. There’s darn near nothing I can say that’s bad about it (maybe the fact that it lacks MSN, but I can live without it). Then on Thursday the 14th of July, a big software update was sent out from Fido to all of the HipTop users in Canada. Yay!!! It was to enable Java in the browser, MMS and a slight new layout, along with the use of wallpapers. Cool!
I received mine, however in the process it had also killed my HipTop. What did it do? First of all the HipTop would no recognize my SIM card, secondly the HipTop wouldn’t recognize any of the Rogers or Fido cell phone towers. Crap.
So I call up Fido, they said that a very very small percentage (about 1%) had this issue & they would send one out right away (that was a Thursday) and I should expect it within 5 business days (next Thursday). OK… well thats a week without a phone so what can they do for me? Ok, they are willing on giving me a $25 credit to my account as a ‘good-will’ credit. Cool beans, it’ll help.
So I wait through Friday… Saturday… Sunday… Monday… Tuesday… Wednesday and then Thursday. It should arrive then! Yahoo!….
But it doesn’t.
So I call up Fido & ask what’s up. “Oh, well the day you ordered didn’t count as a business day!” …. umm.. but I called at 9:30am…. thats pretty cockish of them. OK, well I’ll wait till tomorrow as I’m told it will arrive on the 21st.
Guess what…
It didn’t arrive on the 21st. I call in again & talk to a man who had a very heavy Vietnamese accent and who didn’t understand my problem. I proceeded to explain it to him four times. He finally understood and said “it will come in two days to your house”. Great, but that’s Sunday, no-one delivers anything on Sunday. His reply was “We use UPS” to which I replied “but UPS doesn’t deliver on Sundays” and his simply reply “Yes they do.” You fucking idiot.
My theory on customer service is this… if you cannot communicate with the customer in the CUSTOMERS native tongue, then move onto another line of work. So I wait till Sunday. Low and behold…. NOTHING! I called & the other Customer Service Rep said “no no, UPS doesn’t deliver on Sunday, but it will for sure be there for Monday!”
….. Damn well better be.
Hey, you know what? Today’s Monday and I’ve received jack all! I called up Fido AGAIN to which I was told “oh, well it usually takes between 5 and 10 business days, but I’ll just check your waybill to see whats taking so long!” **grumble** I said “ok, do what you need to do”. 5 minutes pass & still nothing except for a ‘muzak’ version of ‘Candle In The Wind’ that I humm along to. Finally she comes back on the line & says “I have bad news..”
You have GOT to be kidding me (of course, I don’t say this, Im making every effort to keep things civil. I’ve never spazzed out on the phone and I won’t begin with Fido, a company of whose products I sell on a daily basis as a retail salesperson). “OK, what’s the problem?” I ask. She takes a deep breath & says “there is no record and no paperwork stating that anything has been sent to you”
Son of a bitch!!!!
“So.. what now?” “Well, I’ll put an order through and we’ll see if we can find something. If you call back in 2 or 3 days, we should have some information for you then, in the meantime, thank you for calling Fido, did I answer all of your questions?” …… I’m starting to thing that cancelling my contract with Rogers & moving over to Fido was a bad fucking idea, my man.
So here I am. Angry at Fido, a company that I had respect for. Now I’m here without a cell phone for (possibly) another 8-12 days.
Fucking great. I know who’s products I won’t be selling at work anytime soon.
Y’know, Telus isn’t that bad of a company… I suggest you all look into it.
