My final email to Fido (thank gawd for that!):
Hi there,
A week ago I sent you an email about how incredibly disappointed I was with your services when my phone stopped working. A few days later on December 28th, I received a call from David, one of your Fido supervisors. Though he attempted to be helpful, he did not rectify my issue with the phone and my service. After speaking with David, I was a few dollars richer (thanks for the credit after I practically demanded it), but still without a functioning smart phone. Once again, I was told to head to the Fido store to hand in my phone for upwards of 8 weeks. Again I was told that I would not be given a loaner phone. Thank goodness I still had my 3 year old, non smartphone LG phone!
I sat for a day or two and fumed about Fido and the lack of true customer service. I spoke with a few carriers, received quotes and then decided to speak with Fido's retention team.
This email is a THANK YOU to the fabulous customer service I received when I called. This email is also a mention of how I should not have to threaten to cancel my account with you to finally get the service I so desperately wanted the first time days before.
I spoke with Annetta - employee # 00000, and she was simply fantastic. Instead of just reading my file, she asked me to tell her what my issue was. When I was done with my story, she asked the question that no one else had asked - what did I need from Fido? Five people later and lo and behold, my disappointment disappears with a few simple words. I told Annetta exactly what I needed. And then, not only did she give me my request - a phone that worked - but then she went back through my account and walked me through all my coverages. THEN! She helped me save over $30 a month on my two phone lines.
Annetta mentioned that it could take upwards of 20 days to receive my phone, but she felt that it would not take that long. Yesterday afternoon there was a knock at the door and I received my new cell phone! I was amazed that I got my phone in just two business days. Fantastic. Kudos also to Jackie at your call centre who assisted me in setting up my iPhone. If more of your CSRs were like these ladies, I may not have to feel like Grampa Simpson having to write angry letters to your company.
Regards,
Tha Monkey