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Old Sep 17th, 2012, 07:32 PM   #1
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Fido iPhone 5 Frustration

I've just been told by Fido that for me to get the iPhone 5 which I have reserved, I will have to pay a $400 cancellation fee, plus the cost of the new phone.

I originally had a 3G phone in 2008. My first contract with Fido. In 2010, when the 4 came out, I was part of the group that was told that they could upgrade their phone early, provided I renewed my contract. Now my interpretation of renewing a contract means that the old contract is now toast, and the new contract takes effect on the date that I renew.

That's not how Fido sees it. They see it as my original contract continued until 2011, THEN my 'renewal' kicks in, meaning my contract runs until August of 2014. I spoke with retentions and they confirmed this. When I started to object, I was told that they couldn't do anything today but that they 'might' be able to have a better offer but wouldn't know anything until Friday. They suggested I call back then. When I asked them if they really thought I'd be able to get through on launch day I was told "oh yes, we will be well staffed to handle all of the demand that we are expecting". When I responded with "well you haven't been able to handle the demand on any other iPhone launch day, the reputation for the Rogers/Fido systems crashing is well known." I was told that that was not the case, the system has always been very smooth (she had only worked last year's launch). I objected to them not knowing about their plans and promotions until the frenzy of launch day and she suggested I submit feedback, so here is what I sent to the President or whoever opens these things:

I've been trying to get information on what a new iPhone 5 will cost me. I've used your reservation system to reserve one, but it didn't provide me with what it would cost (poor idea in my opinion).
I tried using the Upgrade Your Phone link in the My Account section, but that went to a page that tells me to call you.

I finally got through today and was told originally that the cost would be $379 plus taxes minus my Fido dollars. Then it was "oops, you're not eligible to upgrade until 2014" (why that wasn't put on the Reservation system maybe you can explain). Then I was told that it would be $400 cancellation fee. When I asked for an explanation, I was told that it was because my contract started in 2011 and went to 2014. I was led to believe that when I renewed my contract in 2010, when I purchased my iPhone 4, that the new 3-year contract took effect then.
So I asked to speak with Retentions. The woman there explained that there may or may not be a promotion available but that she wouldn't know until Friday.
I can't understand why a company as big as Rogers/Fido is would not have there plans, promotions, etc. available before launch date. To me, this is treating your customers like dirt, forcing them to wait until the frenzy of launch day.
When will one of the cellular companies decide to buck the trend and start treating their customers properly.
I don't agree with the fact that I was misled when I purchased my iPhone 4 in 2010. I was not aware that it was a special promotion to allow customers to upgrade their phones a year early, not the six months like I am being told is the official current policy. I was told that I was 'RENEWING' my original contract when I received my iPhone 4 in 2010, which gave me the impression that I was starting a new 3 year contract at that time, not having it tacked on to the existing contract, making it in effect a FOUR year contract (3 is bad enough, and Canada is the only country in the world who doesn't have 2 year contracts).
But to have to wait until launch day, when it will be next to impossible to get through to an agent, before I can find out what my actual costs will be is extremely poor customer service. The Canadian cellular industry has an incredibly poor reputation for confusing pricing, stupid service charges, high rates, and longer contracts than any other civilized country. This idea of "keeping our promotions secret" is just one more example that helps keep your industry's reputation intact.


I'm not familiar with the various terms and conditions of cell plans. Is it normal for a plan that is renewed early when an upgrade is done on the phone to be 'extended' like this? If I played by their rules, I'd be using the same device for 4 years (2010 to the end of original contract to the end of the new contract in 2014).
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Old Sep 17th, 2012, 07:58 PM   #2
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I've been having a similar conflict with Fido actually. When I got the 4 in 2010 I was explicitly told that it was a new contract and that i'd be eligable to renew in fall 2012. I called the day after the announcement and my contract end date was 2014. I didn't let them off the phone until they fixed that part, but they now tell me my renewal date is 6 months before the end of contract, not 1 year as I was explicitly told before. "Policy change" they said.

They told me to call back this week as there'll be more new promotions, but i go through this every time with Fido it seems. There was a rigamarole to get the 4 when my 3 broke even though i was past the renewal date. I solved it that time by calling Rogers, getting a phone put on hold for me, confirming they'd pay out my cancelation fee, and then calling back Fido and saying "I'm calling to cancel because Rogers has a phone for me I can pick up today." They were unsurprisingly helpful at that point. Even cut my monthly bill in half.

And truth be told, if I have to do that this year and they call my bluff? I'll be sad, they've otherwise done well by me, but ****ing hell getting a new phone out of them is needlessly difficult.

As compared to the US or Europe, cell service / customer service is a ****ing joke here.
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Old Sep 17th, 2012, 08:02 PM   #3
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Yes, it's normal. It's called stacking. Every now and then they offer to restart your contract if you sign up in a limited window...
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Old Sep 17th, 2012, 08:09 PM   #4
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I'm stuck in the same situation...my solution is going to be to port to Rogers and be done with them. You can port over free of charge if you've been with Fido for a year so as soon as the iPhone5's are in stock I'm jumping ship.
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Old Sep 17th, 2012, 08:30 PM   #5
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I am in the exact same position as the OP and I would love to know if I could simply restart my contract. Right now, my contract expired in Aug 2014. Ridiculous. I've been with Fido for nearly 10 years now. They don't repay that loyalty. I'll watch this thread for updates...
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Old Sep 17th, 2012, 08:30 PM   #6
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I'm lucky that my Fido contract ends officially in December this year... Been with an iPhone 3G and I'm definitely going to be able to upgrade... Planning on trying to upgrade this Saturday... Let's hope there is stock for 16 GB white at my nearest Fido store....
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Old Sep 17th, 2012, 08:36 PM   #7
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Quote:
Originally Posted by Andrew Pratt View Post
I'm stuck in the same situation...my solution is going to be to port to Rogers and be done with them. You can port over free of charge if you've been with Fido for a year so as soon as the iPhone5's are in stock I'm jumping ship.
Port to Rogers from Fido? Why bother its the same freaking company and the same bad service... I had decent luck with Rogers but jumped ship for better prices which Rogers I guess didn't believe me so they were unwilling to match or even compete.


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Old Sep 17th, 2012, 08:45 PM   #8
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Quote:
Originally Posted by Tech Elementz View Post
I'm lucky that my Fido contract ends officially in December this year... Been with an iPhone 3G and I'm definitely going to be able to upgrade... Planning on trying to upgrade this Saturday... Let's hope there is stock for 16 GB white at my nearest Fido store....
If history repeats itself, after initial limited stock is sold out in the first hour(s) of launch day, Fido stores won't have stock (or very limited stock, 2-3 handsets erratically) for weeks...
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Old Sep 17th, 2012, 08:53 PM   #9
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Originally Posted by Dr_AL View Post
Port to Rogers from Fido? Why bother its the same freaking company and the same bad service... I had decent luck with Rogers but jumped ship for better prices which Rogers I guess didn't believe me so they were unwilling to match or even compete.
A "loophole" in the Rogers purchase of Fido thing allows Fido users to jump to Rogers after 1 year at no penalty, thus allowing you a once a lifetime opportunity to break your contract for "free" (you have to take a 3 year Rogers contract).
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Old Sep 17th, 2012, 09:05 PM   #10
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i just got off the phone with Fido, they are going to let me break my contract and resign. I will have to pay a cancellation fee, but i need a better plan anyway and they reduced the amount to like 100$ which I'm fine with and they're letting me just load up my account so I can pay it off over time.

Meantime, once I'm on a non-retention plan, I work for a reseller so I can just sign up for ambassador
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