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Fido - terrible service from store clerk
November 1st, 2019 at 7:30pm in Cedarbrae Mall, Fido Store.
Called Fido customer service to open up a new internet account about 5 days prior, they told me my router would be available at said store and to pick up at anytime. So I did at the aforementioned time and date.
When I told them what I was there for, I was told they didn't know what I was talking about. Then they started opening up their cabinets and just said "I don't have any routers here no one gave us any. You didn't actually make a reservation so you don't get one. You should have picked up the router the same day bro this is your fault for waiting so long. Maybe try another store."
At this point I felt that was a very rude and condescending response considering customer service clearly told me I had 5 days to pick it up. I decided to ignore and asked, "Where do they have a router? Can you reserve one for me while I'm here?" The clerk then responds with, "That's not my job." I was furious at this point so I asked, "So what is your job? You work for Fido, I am a Fido customer requesting Fido service and products" He responds with, "We're all different dealers so we're not related. Just Google Fido Store and look for a number. Is your phone not working or something or do you need me to teach you how to Google?"
At this point I was furious and frankly in shock at the terrible customer service. I then waited another two hours at another store in Scarborough Town Centre because apparently my activation was cancelled. Not sure why it took an entire two hours but at least the clerk in this location was courteous and apologetic.
I really just wish the clerks at Cedarbrae Mall Fido would be reprimanded somehow or at least be talked to by some higher ups. I don't believe the situation was at all complicated yet the store clerk maximized the amount of rudeness and condescension possible. Is it because they work on commission and I'm not purchasing a new plan? I've been a customer of Fido for over ten years, but I will drop the service as soon as the price changes.
Thank you.
The complaint has been investigated and resolved to the customer's satisfaction.
I'm sad to read about your experience in store. That's certainly not the level of service we expect to provide to our customers. We'd love to hear from you about this, please send us a private message via Facebook or Twitter and we'll be thrilled to take a look at all this with you. Just mention that we replied to you on complaintsboard. :)
Hope to speak with you soon!
-Philippe
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