Fido + iPhone = Fail

Wed, 16 Jul 2008 00:08:51 -0700

My story is told on this website:

http://jeromevaldez.com/fidofail/

Basically, I wanted an iPhone. I find that I am in a situation that does not allow me reasonable access to this coveted product. Here is the text version...

I joined Fido with the intention of having the iPhone available to me when it was released in Canada.

Now I have learned that I cannot get it unless I:
1. Get a second line at a total cost of approximately (45/mo * 36mos) $1620.
2. Cancel my account at the cost of $400 and then sign up for another 3yr contract and buy the phone.

Adding a second line is wasteful since I only need one line. And cancelling my account at a cost of $400 only to sign up again for another 3yr contract is ludicrous.

I am not within the renewal period of 14 months before the end of my contract (which is one of the eligibility requirements for the iPhone upgrade for current customers). I started my plan in January of 2008, and it expires in 2011. But let me reiterate, I started my plan with Fido (with whom I was on a pay-as-you-go plan previously) with the intention of being able to get the iPhone when it arrived since Fido/Rogers is the only compatible cell network in Canada for the device. The restrictions on eligibility as you now have written them are so unreasonable, that I could not have predicted even then that I would have made myself ineligible to get an iPhone simply by signing on to your service.

On your website it reads: "If you don't qualify for the above, don't worry, we're currently working on ways to make the 3G iPhone available to you. Visit a Fido store or call us at 1-888-481-3436 in a few weeks. We should have more information."

I take issue with 'in a few weeks' since your promotional data plan (which was only offered because of the vocal public displeasure at your initial data plans) of $30 for 6GB of data expires on August 31st. What happens if you do not come up with a plan to accommodate customers like me until after that date expires. Will there be something equivalent on offer then? Will the offer be extended to only those who could not participate in the program?

On top of all that, when I call support for answers, all I get is the same line repeated robotically "It's in high demand, so new customers are given preference." As much as I want to yell and rant about this situation, I do not since the person on the other end of the line is simply an unfortunate casualty in this scenario.

I think it is shameful how you treat your existing - and one must assume, loyal - customers. You are showing favouritism to new customers without any regard whatsoever for those who have paid your bills. I would have expected at the very minimum for Fido to have a first-come, first-serve policy for everybody regardless of whether they are new or old. But instead, you gave least priority to your current customers. This is not only unreasonable, but bad for business.

As one who has worked in the service industry, the classic response to a dissatisfied customer is 'What I can do to make you happy?'. What would satisfy me is to be put on a waiting list for the phone along with all of the others who are currently on that list. Then when one is available I would be able to choose from a voice and data package without having to cancel my account or sign up for a second line. It does not feel like I am demanding anything unreasonable.

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Fido + iPhone = Fail