Fido customers in Vancouver were fuming on Monday night, after finding it impossible to get Fido’s limited time $40 for 4GB promo for existing customers.
Fido ran the offer for four days only, to compete with Virgin Mobile, which had begun offering new customers the same limited time deal.
The Virgin Mobile deal itself came after Telus-owned Public Mobile offered a $38 for 4GB promo plan – and like a house of cards, it all fell down on Monday.
On Monday, the final day of the deal, Fido customers formed huge lineups outside stores across Vancouver, including their location at Pacific Centre Mall.
By 5:30 pm, there were about 50 people waiting to get the deal, having been unable to get through to Fido by phone or via online chat despite days of trying.
At about 6 pm, the store manager decided to arbitrarily cut off the lineup, turning away about a quarter of the customers waiting, seemingly for security reasons. This, despite the fact those people had arrived well before closing time at 7 pm.
Cue lots of angry customers who now had no way to get the deal.
It was a similar story at Fido locations across the city as customers clamoured to get a piece of the cut price action before the deadline.
What happened?
So what caused the long line ups and angry customers?
Did Fido simply underestimate the demand from their customers to get a better deal? And will those who were turned away before the deadline still be able to take advantage of it?
Daily Hive asked Fido these questions. In response, Lisa Rossington, manager of regional public affairs in Western Canada for Rogers, which owns Fido, sent us this statement:
“We regularly have limited time offers that expire within a certain timeframe. Interest in this four day promotion was huge and resulted in a higher than normal volume of enquires in store, online and through our call centres. While not all customers were able to take advantage of this promotion, we often have special offers on the go and encourage them to keep an eye out for upcoming deals.”
Social media outrage
In the meantime, of course, customers all over Canada are losing their minds over this. Fido’s answer so far seems to have been to DM people responses and say nothing publicly.
@binkowski @Fidomobile @FidoSolutions at least your call got answered @binkowski. My call wouldn’t even connect.
— jennie (@re_jeneration) November 20, 2016
Lineups at #Fido right now… jeez. What about customers who actually need something done?? pic.twitter.com/zbixdZWWUy
— Karlo Avenido (@TheWriteKarlo) November 22, 2016
@Fidomobile I am trying to call 611 to talk to someone and it just hangs up on me. Some message about “things beyond your control.”
— The Ally Kat (@TheAllyKat_) November 21, 2016
I want to upgrade my phone plan been trying past 2hrs but no reply on phone for the upgrade …can I get some help here @Fidomobile
— ÀFŃAN ÄBBAŠ (@afnan21341) November 21, 2016
@FidoSolutions @Fidomobile I am still waiting for a response. I want to change my plan.
— Heather Pickles (@heather_pickles) November 20, 2016
Wait 3 hrs on the phone to speak with someone and @FidoSolutions disconnected the call. Time to switch to @Virgin?
— Maggie Tan (@maggietann) November 21, 2016
. @Fidomobile @maggietann Same experience in last three days. Do you guys have a lay-off or something in your customer care dep.?
— Afshing (@afshinity) November 21, 2016
@Fidomobile @KevinCaspo seriously! On online chat hold for 95 minutes while at work and now home &on online chat hold for 3 freaking hours
— John Atwood (@JAttw5) November 22, 2016
@Fidomobile hey, been trying to reach the 611 hotline for the whole weekend and the past hour but it’s telling me it’s still closed…
— Daniel Ng (@dandanmng) November 21, 2016
@Fidomobile I would like to switch to the $40/4GB plan but can’t get through on phone or chat! Please advice! Thank you!
— Meike Janine (@meikejanine) November 21, 2016
Shout out to @Fidomobile ! Been over three hours and STILL CAN’T TALK TO A REP!!! They’ve given out my number to use to call other ppl..
— sasha lopez (@sasha_lopez) November 21, 2016
WORST CUSTOMER SERVICE I’VE EVER EXPERIENCED – 2 Days and counting without being able to even REACH support @Fidomobile @FidoSolutions
— Jesse Duke (@dukeboy2011) November 21, 2016
@NeyoushaA Hi there! Sorry for the wait-time, we’re getting a higher number of requests then usual! I just replied to your DM. ^Co
— Fido (@Fidomobile) November 22, 2016
@FidoSolutions This is getting ridiculous. I can’t get help from any of your social media AND I can’t call. #frustrated
— S.A.S.H.A. (@mysterioux_sky) November 21, 2016
@Fidomobile Hi Fido, I’m waiting in line to do the $40 plan, the wait is hours long and the 1800 number is closed. Is there any other way?
— KevinLukRecruiter (@KevsterLuk) November 22, 2016
@Fidomobile @FidoSolutions I’m an existing customer and have been trying 611 and live chat for the past 48 hrs and no one is responding…
— Angelica Cabrera (@amtcabrera) November 22, 2016
@ahudani @Fidomobile @FidoSolutions I guess Fido doesn’t care about its longtime customers
— Angelica Cabrera (@amtcabrera) November 22, 2016
@tarynwong @FidoSolutions C’mon Fido… At least confirm you’re extending this plan since none of us can get a hold of you!
— Sir Batman (@ahudani) November 22, 2016