customer service

Cell Phone Dealers: Bad Reception/Good Reception

Sorry for the delay.  I actually had a blog all typed up and ready to go on a certain financial institution but my experience yesterday trumped that one.  And you have to be pretty bad to bump my banking experiences…

I’ve decided to get an inexpensive (salesman speak for cheap) phone as I already have a work phone but that’s really just for work.  It really is.  So a 20 buck cell phone plan and I’m good to go.  I already have a phone that I have actually paid for by completing the plan so I just want to use that.  I know, novel idea.

The Order:
First stop, FIDO on Yates and Blanshard in Victoria.  Now, after my previous experience in London Drugs, I’m kind of looking for trouble aka I’m curious to see how long it takes for service people to acknowledge my existence.  I waited.  I wandered.  I waited again.  I waited 10 MINUTES and no one even said “hello” or “I’ll be right with you”.  Nada.  So I headed off to the Bay Centre mall.

I arrived at a Wireless Wave kiosk where one gentleman took the time to go over the different plans, what I was restricted to because of my “paid for” phone, and what other options I had.  At the end of the day I didn’t do anything.  No new phone.  No old new phone.  Nothing.  But I did get his card in case I wanted to follow up.

The Service:
This would be the service equivalent of zero to 60.  First up: FIDO.

Much like the previous London Drugs experience, I was completely ignored in the store.  There were two people working.  One girl helping a couple and a big guy…as far as I could tell, doing nothing.  I was looking at things I had no interest in.  (bluetooth is for nerds…until I get one). The female employee was attractive, maybe the guy was hoping if he stood beside her long enough she may fall in love with him?  I don’t know.  I have no idea how this guy couldn’t just say, “I’ll be with you in a moment” or even “hello”.  I actually started laughing with how long I waited there in silence, picking up phones and brochures, putting them down.  10 minutes.  I timed it.

Wireless Wave.  Excellent service.  When I arrived, one employee was with a couple while the other was on the phone.  The one on the phone actually made a point of letting me know they’d be with me in a minute…and he was on the phone!  They answered all my questions.  And though I did take some time with them, they still made a point of acknowledging everyone else who came up that they couldn’t get to right away.  Brilliant!  I didn’t buy anything but if I do, FIDO still work for me…I’ll just go to Wireless Wave instead of the an actual branch.

I hope the girl at FIDO makes the guy wait and wander before she gets back to him.

Side Note:
A rep from London Drugs contacted me both on this blog and on Twitter.  The rep asked at what locations my experiences happened and my remarks had been passed on to customer service.  Nice to know they’re paying attention.  However, one thing I should mention.  I’ve had this rep’s job.  I hope they are right and that my experience will be better  but please don’t tell my comments are “valid” (they said it twice).  OF COURSE THEY’RE VALID.  ALL CUSTOMER COMPLAINTS ARE VALID EVEN BY THE CRAZY PEOPLE.  Bad customer service is bad customer service.  I look forward to my next visit.

The Conclusion:

FIDO: Friend Zone – I just don’t like you in “that way.”  What customer service?

Wireless Wave: Going steady – This could be the beginning of something major.  You said hi.  Answered all my questions.  Talked to me like a person, not a customer.  Hey, Wireless Wave, can I take you to prom?

Service Rating System:

Friend Zone – I just don’t like you in “that way.”
Booty Call – If I don’t have anything else better going on, I’ll stop by.
2nd Date – I’ll give you a second chance.
Going steady – This could be the beginning of something major.

The Tip:
The Vancouver Sun recently did an article on “Pet Peeves from the dining world” that highlighted the various issues both servers and customers have.  For the most part it was pretty spot on.  I’m glad the problem of taking plates away when not everyone is finished was addressed.  However, there were two things I wanted to clarify from the article’s On the Menu section:

  1. Specials and Features on a menu are NOT the same thing.  Specials are dishes that aren’t normally on the menu, i.e. lobster ravioli at a restaurant that normally doesn’t have lobster anywhere on the menu but it is a special that night.  Features, on the other hand, tend to be items already on the menu that they’re trying to unload.  I agree with the article that they should be a little cheaper as the restaurant probably ordered too many of them.
  2. Hey, server who complains about getting tea/water with lemon because it’s too much work with no payback…get a new job because you suck at this one.  Guess what your job is.  TO SERVE!  Sometimes you’ll get tipped way too much for little work and vice versa.  It all evens out.  But not for you…you suck.

3 thoughts on “Cell Phone Dealers: Bad Reception/Good Reception”

  1. The sad thing is that I am more shocked about your Wireless Wave experience than your FIDO non-experience. Unfortunately, I am so accustomed poor service that it almost makes me uncomfortable when someone tries to serve me.

    If you ever do return for a product, be sure to let the superiors in the department/company know that it is because of their service that you have returned.

  2. Believe it or not, I had an identical experience to yours. I started at the Fido store and was completely ignored by the three employees, and after watching their interactions with other customers, I decided to go to Wireless Wave, where I was WOWED by the customer service. At the end of my transaction, I mentioned something about the Fido store and the guy wasn’t surprised at all by what I’d witnessed.

  3. Hey Jack,
    I don’t know if I should be happy that they are at least consistent or disappointed that not much has changed. I’m in the market for a new phone and I’m not sure a repeat performance is in order.

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