April 25 2010 by Ellen Roseman
Jeff Green has an unlimited City Fido account, a great rate plan introduced before Fido was acquired by Rogers. He’s asking why customer service has gone downhill and whether he’s being treated badly because he’s unprofitable.
His fight with Fido is about three issues:
— If a phone breaks while under warranty, Fido will get it repaired. But if the same problem pops up post-warranty, who does Fido insist he deal with the manufacturer?
— If Fido has a policy of recording all calls from customers, why can’t customers record calls from Fido?
— If Fido suspends service and charges a fee to get it back, why isn’t it up front with customers about this restoration fee?
He’s not getting the answers he wants. And though I tried to help him escalate his complaint at Rogers, he’s not much further ahead.
So, I leave these questions with readers. Read the details below and give your opinion about the rights and wrongs in this case.