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Why Wind Mobile lost two customers today

37018 Views 153 Replies 35 Participants Last post by  g011um
This morning I read about the Wind Mobile All in the Family plan.

I thought, excellent, I am going to sign both my kids up with new phones.

Went to my local Blockbuster and asked for the deal. The helpful sales clerk apologized and said that he couldn't give me the deal and that I had to talk to "corporate." The guy is a nice guy and I wanted him to have the sale but he said the only way I might have a chance was to go to a corporate Blockbuster store.

Okay, so I hopped in the car and drove ten minutes to the Blockbuster store at Parklawn and Queensway. Went inside and asked the clerk how to sign up for the All in the Family plan. She said I had to have a "form". I said, I don't have the form but I would like to sign up for the plan. She then proceeded to tell me how I could sign up for "better" plans and so on.

I said no, I wanted the All in the Family plan that I had read about. She refused to offer me the plan and refused to tell me why some people were eligible and I wasn't.

  • An hour of my time was wasted.
  • Wind Mobile lost two customers.
  • Wind Mobile has gained a vocal critic for its refusal to even exlain to me why I was not eligible for a deal it was offering some and not others.

Seems like Wind has learned about customer service from the Big Three!
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Not to pick nits, but is this a Wind issue or a poorly trained CSR issue?

Granted, Wind is responsible for their CSRs, but I've gave up dealing with in store CSRs a long time ago. They are almost always out of date compared to what is on the website or the "corporate" CSRs that you get on the phone.
This is a Wind Issue.

The first CSR told me that there are offers that only corporate could hand out. The Second "corporate" CSR which works at the second Blockbuster could give me the offer, provided I had the "form." I also called Wind Mobile but they are learning from the big three and have a wait time of 60 minutes!

After some Googling, I found the form.

It seems that Wind Mobile is offering it to some but not others.

Too late for me though!
Actually, in this case I think the main problem was incomplete information posted here. To get the HAITF you have to go to a corporate store and you have to have the brochure with you. These are things the poster in the other thread failed to mention.

As far as I can tell, they don't have the brochure in stores. I don't know how you get the form, other than online or from a Wind CSR with whom you are either friends or family. A bulletin went out about this two weeks ago, but many of their in store CSRs don't read the bulletins regularly.

This is probably a silly way of doing things, but I can sort of understand why. Wind doesn't want to advertise this too much because they devalue their own product. They put the form out there, leaked the information on it to MobileSyrup, and put out a bulletin for their CSRs. In this case, it sounds like the CSR at the corporate store didn't read her bulletins properly. As for the lengthy wait time on the phone, I suspect that's due to their boxing day sale combined with the imminent end of the Holiday Miracle Plan. I recommend using their online chat service anyway, whenever possible.

You also would have run into the issue that you can only have one HAITF per person, so unless you made it pre-paid in your kids' names you would only be able to activate one account.
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Actually, in this case I think the main problem was incomplete information posted here.
No. I went to a corporate store and the woman knew exactly what I was talking about.

She could have simply printed off the form and signed me up.
I checked with a couple of people and it looks like the CSRs can't give the forms out. What happened was Wind offered this plan up to a few organizations to offer internally to their employees (this kind of thing happens all the time at my work). Of course, since this isn't 1985, someone leaked the form online, but it was never meant for everyone.

The idea is that Wind CSRs aren't supposed to give the form out because you need to get it from the organizations who are supposed to distribute it. That's why it doesn't seem to be on their website. At one time they didn't need a referrer, but since they discovered the form was leaked, you're now supposed to list the organization who gave you the form.

Wind is at fault here for not realizing that this would be leaked online within minutes, and the CSR is at fault for not explaining how the HAITF works.
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I checked with a couple of people and it looks like the CSRs can't give the forms out
TorontoColin, I understand what you are trying to say but the reality is the Wind Mobile is cheating customers. They offer deals to some (some undisclosed organizations) but not others. In addition, the corporate store employee knew what I was talking about it, acknowledged then just blew me off. At a "corporate" store they should treat consumers with a bit of respect. I wasn't asking for anything that wasn't already being offered to others.

Is this behaviour new? No, of course not. BUT, it is the shady underhanded type of practice that we rail against when practiced by some other providers discussed around here.

Form attached.


I think Colin summed it up pretty good. An inside deal was leaked and nobody should be surprised that it was.

On another note, I can buy MS Office 2010 Business Edition (or whatever it's called) for $11.

MS has this deal for many corporate customers and the average consumer would love that price but it's a special inside deal only.

Wind's mistake is not having a mechanism in place that prevents confusion (i.e. like MS).
Aside from poor customer service and misinformation, the most shocking part of all this is the need for a paper form. What century is this? No wonder Canada lags behind the rest of the world in the cell phone market; companies pushing the latest technology still require customers to fill out forms!

Sorry to hear about your experience, Hugh. I'd be ticked too and wouldn't want to invest in a company like that either, especially not a new one claiming to be a better alternative to the Big Three.
On another note, I can buy MS Office 2010 Business Edition (or whatever it's called) for $11.
MS does not hide that and they have some very clear conditions which must be satisfied to get the offer. The MS offer is different in many respects. With MS, you can only get the offer if your organization has already bought a copy of the software for the employee. So its really a Buy one get one for $11. Not really quite the same.

When I entered the Wind store, I meet all the conditions imposed by them but I just needed the form. All she had to do was give me the form but she refused. (yes I politely asked where do I get the form or could she give me one)
I get offers that come across my desk all the time for discounts on theatre tickets, theme parks, vacations, etc. One of my friends, who works for one of the banks, gets discounted tickets and products through his concierge service all the time.

It's arguably shady, but it is the reality of doing business in Canada. You can't buy off officials (or at least not as many of them) like you can elsewhere in the world, so companies use these kind of tactics to beat the system instead. I guess the takeaway here is that Wind is no different than any other wireless carrier. I'll continue to use them, but only for the same reason I used them before: they're cheap and unlike the other three they haven't screwed with me yet. I have no illusions of their higher moral code.

I'd recommend taking a look at Mobilicity. Their $25/month plan probably covers the needs of your kids (unlimited local calling and texting) and if you're willing to commit, if you pay 6 months up front the price drops to the same $20 as Wind. Also, if anyone is likely to hold to a higher moral code I'd say it's them.

Edit: If you sign them up for a family plan the total bill would be $45/month for the two lines, without any upfront commitment.
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. I guess the takeaway here is that Wind is no different than any other wireless carrier..... I have no illusions of their higher moral code.
I hear you. I guess looking for a telco to have some ethics was a very naive on my part!

FWIW, I am now reconsidering and may get one phone since its probably the best deal for $20 a month and my son is at point in his life where we would like to get him a phone.

I am currently seeking alternatives! Off to other mobile sites.
I always think of it like buying a car. They're all out to take advantage of you somehow, and if it sounds too good to be true, it probably is.

If you do chose Wind, I'd recommend you shy away from the 'lightly loved' devices. Wind seems to have a very loose definition of 'lightly'.

Good luck, and let us know which carrier you choose and why.
Definitely bad customer service. I can't believe the dealer couldn't provide the necessary form. I also don't understand this requirement that only "corporate" locations can offer the deal. Often, there is little or nothing to differentiate a corporate location from a non-corporate one to a customer.

It seems they've purposely structured the offer to be as difficult to take advantage of as possible.
On reading that form I'd say that Wind should have stated clearly on it that the special deal is available only to [insert name of target group here] and that the offer can only be processed at [insert store location(s) here]. A simple mail merge would accomplish exclusive delivery to only the targeted people named. If someone is not in that group, too bad.

As to whether giving special deals to certain groups is appropriate, it is one of the foundational principles of business, commerce, and capitalism. As an example, think of the principle of the "loss leader" and how it is selectively targeted to achieve other profits that are expected to exceed the immediate loss in revenue. In this case I don't see what Wind has done as any sort of problem, but the implementation and the staff behaviour was terrible.
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It does say "an extraordinary offer exclusively for the family and friends of WIND employees" and that it can only be done via a Wind corporate store, though there is no clear indicator on their site as to which are corporate stores.

I think the problem may just be poor communication between Wind and their front-line staff. I'm not sure whether that is due to Wind not making the information available or their staff not doing their job and reading their bulletins. Nobody seems to be entirely clear on who is eligible for this offer.
They offer deals to some (some undisclosed organizations) but not others.
I don't know about who they offered it too, but special plans for members of certain groups is nothing new. Several years ago, when I first got a cell phone, I was working for Unitel and was able to get a special plan from Rogers (they were part owner of Unitel at that time). Later on, when I started working at IBM, I was able to get a better deal, as IBM had made arrangements with both Rogers and Bell. Then, a few years later, with another employer, I was able to get an even better one. However, in each case, I got the deal as an employee of some company and could not have arranged that deal on my own. I believe the CAA also had some deal for memebers a while ago.

I can't believe the dealer couldn't provide the necessary form.
As I indicated above, those deals might be available only to members of certain organizations. At IBM, I filled in the info on a web site that was only available internally to IBM employees. On another occasion, I had to provide an employee number.
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JamesK, where on the form does it say its restricted to a specific organization?
I suspect the problems with Wind Mobile all stem from their corporate ties with North Korea.
If Wind Mobile backers have no respect for democracy and would prefer to do business in North Korea then that's their business but they won't get mine!
JamesK, where on the form does it say its restricted to a specific organization?
I didn't say it did. I just pointed out that as a member of some group you may be able to get a better deal, provided you can show you're a member. However, I agree there should be some mention of what group it applies to, if not on the actual form, then from the place you obtained it from. I suspect, in this case, someone made public something that wasn't intended to be. In my own experience, I don't recall seeing any form that said only a specific group (This could be some offer the carriers make to business customers in general), but the info about the deal was made available to those members and proof of membership was required.

So, in the case of Wind, it might be assume that since it was offered directly to a specific group (friends & family of Wind employees) then such a limitation might be assumed. The problem was caused by someone publicly posting the offer without stating the limitation. By way of comparison, when I was at IBM, I was able to buy IBM products at a discount for myself and at a lesser discount for family. When my sister bought some software, she didn't see anything from IBM, until she received her order. I placed the order for her. I would never dream of taking the IBM employee price list and posting it on a public site.
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