So today Fido rang me to discuss my epic email.
22 minutes later and hours of thought later and I don't think I got much further ahead of my issues. It's not the fault of the poor supervisor who got picked to call me...he tried. He really tried. But when I'm unhappy, there's no cheering me up. Especially when you tell me that a) the credit you're giving me on my data plan is an exception, not the rule...even after I've told you that I've gone and dug out my 3 year old phone which has no internet access and the data package won't work on the phone; b) you tell me that if I want a new, no wait, refurbished replacement (cause the phone is no longer offered), I have to take it to the Fido store myself and c) you say that I'm being too harsh on the company when I tell you that your current web site is not user friendly because I cannot locate my 4 month old phone, because that's right, Fido discontinued the phone!
I must admit that it was all very disapointing. I've been a customer for almost 10 years. I'm not looking for any special deals. All I want is some basic customer service. If there's a problem, give me options, not excuses. And for the love of the big guy...stop discontinuing your phones before they're even 6 months old!!!
Canadian customer service sucks nine times out of ten. Having only 3 cell phone carriers to pick from is infuriating. None of them care whether or not you're happy. If you don't like your carrier, be prepared to pay hundreds of dollars to get out of a contract. Good thing you got me to sign up for 3 years, eh Fido? My bank account doesn't have enough to pay the ransom for my own escape. So for the next few years, I'll be the customer that your supervisors will dread having to call. Not because I'm nasty on the phone (I'm not, I completely understand the job of a CSR), but because I'll have done my homework & I refuse to buy your pre-scripted responses.
Now get that damn dog off my good sofa.
Sunday, December 28, 2008
Wednesday, December 24, 2008
How I learned (the hard way) that Canadian phone companies suck almost as bad as Canadian customer service
This is the email that I sent to Fido...I suspect it will be read by an over-worked, under-paid Fido employee who has no power to fix anything. Fun times!_____________________________________________________
Hello there,
I purchased a Motorola Moto Q in August. Over the last two weeks, I've experienced a variety of issues with the phone, with the biggest issue being a "no service" notice that leaves me unable to make or receive calls. I did a full system reset, removed the battery & did a regular shut down. The phone seemed to work fine last week and I forgot about the issue. Until today. When I went to make a call, I got a message that told me I needed a radio wire. If I attempted to connect to the internet, I was told that the phone was in flight mode. Since I use my phone for personal and business, this is a major problem.
I called your call centre today, and after 15 minutes, I got nowhere. The CSR checked with the tech team & was given reset instructions that did not apply to my phone. The CSR did not believe me when I said that pressing the instructed buttons did nothing to rectify the issue. At the end of the call, he told me to return the phone to the location of purchase for a replacement model. So desperately needing a new phone, I headed down to the Eaton Centre (an adventure in itself, with today being the last day for Christmas shopping). I went to the kiosk I bought the phone at, mentioned that I was having technical problems and immediately told to head to the Fido store. I did as I was told and headed over. The technician at the store was nice enough, but then mentioned that my SIM card (given to me by Fido some years ago) was incompatible with my phone. This is the FIRST time I've heard this. I mentioned that when I bought the new phone, the old SIM card was installed by the person at the kiosk. The technician then told me that it should not have been done & that I needed to either find the SIM card that came with the Moto Q or pay $35 for a new SIM. The technician also mentioned that if it was a true issue with the phone, it would take 8 weeks to fix and that I would not receive a loaner phone as you discontinued the Moto Q two months ago.
Why must I run around the city to find out that months ago someone didn't change a SIM card? And why is it that months later, the phone doesn't work because of this old SIM card?I could go on, but my irritation is simple...where is your consistency? Why did three people give me three different answers? I checked all my Fido booklets and NOWHERE does it tell me that I must transfer all my info to a new SIM card in order for the new phone to operate properly. Is this even true?
I've been a faithful customer (something I'm sure you hear quite a bit), but honestly...I'm almost willing to pay the penalty to get out of my contract with you folks and run far away. Why? Because you don't care about my patronage. Pure and simple.
All I want is for someone with some knowledge to let me know how to make my phone work. In the meantime, I'm off to see what other phone carriers can offer me.
Regards,
Tha Monkey
Hello there,
I purchased a Motorola Moto Q in August. Over the last two weeks, I've experienced a variety of issues with the phone, with the biggest issue being a "no service" notice that leaves me unable to make or receive calls. I did a full system reset, removed the battery & did a regular shut down. The phone seemed to work fine last week and I forgot about the issue. Until today. When I went to make a call, I got a message that told me I needed a radio wire. If I attempted to connect to the internet, I was told that the phone was in flight mode. Since I use my phone for personal and business, this is a major problem.
I called your call centre today, and after 15 minutes, I got nowhere. The CSR checked with the tech team & was given reset instructions that did not apply to my phone. The CSR did not believe me when I said that pressing the instructed buttons did nothing to rectify the issue. At the end of the call, he told me to return the phone to the location of purchase for a replacement model. So desperately needing a new phone, I headed down to the Eaton Centre (an adventure in itself, with today being the last day for Christmas shopping). I went to the kiosk I bought the phone at, mentioned that I was having technical problems and immediately told to head to the Fido store. I did as I was told and headed over. The technician at the store was nice enough, but then mentioned that my SIM card (given to me by Fido some years ago) was incompatible with my phone. This is the FIRST time I've heard this. I mentioned that when I bought the new phone, the old SIM card was installed by the person at the kiosk. The technician then told me that it should not have been done & that I needed to either find the SIM card that came with the Moto Q or pay $35 for a new SIM. The technician also mentioned that if it was a true issue with the phone, it would take 8 weeks to fix and that I would not receive a loaner phone as you discontinued the Moto Q two months ago.
Why must I run around the city to find out that months ago someone didn't change a SIM card? And why is it that months later, the phone doesn't work because of this old SIM card?I could go on, but my irritation is simple...where is your consistency? Why did three people give me three different answers? I checked all my Fido booklets and NOWHERE does it tell me that I must transfer all my info to a new SIM card in order for the new phone to operate properly. Is this even true?
I've been a faithful customer (something I'm sure you hear quite a bit), but honestly...I'm almost willing to pay the penalty to get out of my contract with you folks and run far away. Why? Because you don't care about my patronage. Pure and simple.
All I want is for someone with some knowledge to let me know how to make my phone work. In the meantime, I'm off to see what other phone carriers can offer me.
Regards,
Tha Monkey
Saturday, October 25, 2008
Hong Kong, yo!
So once again I've been ignoring this here blog. I have no real excuse...well, other than the fact that I just got back from Hong Kong and am horribly jet lagged. Honest.
Check out: www.flickr.com/photos/35mmmonkey for more proof....
Saturday, May 17, 2008
The sales pitch...
Looking for the perfect gift for the person who has everything?
Why not buy them a book of motorcycle photos? Not just ANY photos...but ones taken out of context! That's right! Pictures of bits and bites of motorcycles!
We're proud to present: Taken out of context, by Renee Navarro.
Check out the link, see the book preview and then buy a bunch of books for those special folks in your life.
You'll be glad you did.
Tuesday, February 19, 2008
2008...already thundering along
Uh huh. I'm a neglectful monkey.
But that's okay...I have charm & skillz to pay the billz.
Failing that, http://www.ovesnynavarro.com/ launched quietly about 4 months ago. Shortly after my last post on this site. Coincidence? I think not.
If you're on FaceCrack, hunt us down and join the Ovesny/Navarro Photography group.
It's fun times.
Nootch.