سلام و عرض ادب خدمت همه دوستان.
پیرو مباحث گذشته، من علی رغم میل باطنی بسیاری از دوستان! نامه ای نوشتم به شرح زیر و پاسخی که از شرکت دریافت کردم رو میارم. امیدوارم درس خوبی بشه برای هممون.
Dear Fido
I am writing in the hope that you can help me with a problem regarding a sim card that recently I bought.
My name is Mohammadhossein *****. I landed as permanent resident on 21 March and after talking to some of my friends, I chose Fido (rather than Bell, Telus, etc...) , not only because of its unique services, but for providing exceptional support of their customers.
For this reason, I purchased a sim card from one of Fido sellers1 on 22/3/2018 (my sim card number is 236-862-****). Because I was leaving Canada in less than a month (i.e I had already booked my return ticket) , I clearly told the seller that I want to use this sim card for only one month, so I need a "prepaid plan for 1 month" and he said OK. After a while, he printed a contract, asking me to read and sign it. So I read it and told him that it was mentioned in the contract that it's a "monthly plan" and reiterated I want it for only one month. He replied that Fido will ask you if you want to extend the plan or not. Accordingly, I signed the plan, received the Sim and started using it with a great joy. It was a very satisfying experience.
After receiving my First bill, I paid it immediately. I returned to my country on 14 April, and naturally, stopped using sim card from April 14th, But Fido is continuing sending me new bills and charging me for something that I have not even used, besides, according to the seller, no one has ever contacted me from Fido to see If I am willing to continue this plan.
To be honest, I am having a bad feeling of receiving false information from one of the Fido sellers. As I will be coming back to Canada in 4 months to stay and start my life, undoubtedly, I am really interested to resume using simcard and even try other Fido services. One solution to the problem would be to correct my bill, according to my intended plan (i.e. one month plan from March 22 to April 22).
I'm not sure if Fido really cares about their potential customers and try to keep them for a long time or even for a lifetime, or maybe prefer to stick to a few bills and force them to choose other companies, leaving them with extreme dissatisfaction.
I look forward to hearing from you.
Yours Faithfully
1- Sales Agent : Mitchell
Store name : Pepper wireless Robson ST
Store address : 1191 Robson ST , Vancouver , BC, V6E1B5
Store contact Number 604-620-9966
واین هم پاسخی که در کمتر از 24 ساعت دریافت کردم:
Hi Mohammad,
Thank you for sharing your concern with us. I am sorry to hear that you’ve received misleading information from the store. Please accept my apologies for any trouble this has caused you. Your feedback is important as it helps us improve our services for both existing and future customers.
The service that you subscribed to is a monthly service, that’s why you’ve been receiving bills on a monthly basis. I reviewed your account and your request and can confirm that you haven’t used the service. I will exceptionally cancel the account and adjust the balance for you. Please reply to this e-mail to confirm and I will take care of the rest.
Regards,
Sara
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| Specialist, Customer Escalations
Fido Solutions
800 de la Gauchetière Street West, Suite 4000
Montreal, QC H5A 1K3
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