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Why Wind Mobile lost two customers today

37037 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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Give them a chance..

Hugh, it truly sucks to hear the runarounds you've gone through so far, and could only imagine it would turn you off of them.

Part of the problem is the mess with the AITF and HAITF plans. They were strictly meant to be plans that employees could give to family and friends to sign up on. When they did the first one back in April it was a disaster - Needed just a piece of paper with no real record of anything, and the stores got hammered. They improved it this time by having the employee pre-register their family/friend before they go to sign up. Somehow the HAITF became availabe again during the $25 and $40 promos and it just caused a mess. Still not sure if it was supposed to be for the public or not but Wind really should have been more clear about it all.

I have 3 lines and 1 data account with Wind. 2 of those are more recent signups for the $40 plan for my wife and I's primary lines. For my wife's there were some hiccups along the way with the sim card. Their system for doing port-ins and managing sim cards sounds pretty bad. It took a few weeks to get my wife's line active properly. Once or twice I had to go get a new sim card, and maybe 4 calls in total for 10 minutes each. Funny thing was 3 of those times I spoke to the same CSR who was very helpful and apologetic. Without asking me anything they offered to put $40 credit on the account to pay for the first month as a way to make up for any troubles we had gone through.

They are a relatively very young wireless company, and definitely will still have issues along the way. But I'm extremely happy having all my wireless lines there and fully cutting off Rogers. If there's anything I can say I had to spend many many hours over the course of months negotiating with Rogers to get decent plans that still won't even come close to what Wind offers (and not have to sign a 3 year term as well). I really feel free and like the fact I don't have to deal with their nonsense anymore, and like that I can support new competition.

You sound like you have everything documented nicely. I say give Wind a call and ask for either manager or the back office to explain your story. Oh, and by the way, be careful with that Samsung Gravity.. I have one around and its horrible for reception compared to other phones I've tried.
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Ohh, I've easily been treated much worse by Rogers. I've been yelled at, lied to dozens of times, and even called a liar.
I guess I'm lucky (or I just got in early before the mad rush)
When I signed up in march, it was painless. Port went through overnight.

When they unofficially announced the $40 unlimited plan, I called up and was switched over in <6 minutes on the phone.

Zero problems.

It's unfortunate you had such a bad experience, though it's important to note that there are good ones too ;)

Reading through your whole story, I could understand the hassle with the HAITF, since it was technically only for friends and family of wind employees.

The rest of the problems are inexcusable, IMO.
Especially the simple return of a phone..
I've had very good experience as well. 4 lines in total, another few for my parents, and easy 20+ more people that I know who signed up during busy periods or promotions without issue.

It sucks what happened to Hugh, but its clearly not the norm. What really started it off was that HAITF that shouldn't have been available to the public.

Hugh, you mentioned that form, but did a Wind Employee (family or friend) pre-register you and partially fill the form you? That was the whole purpose of the form. Too many uninformed reps who didn't know how to deal with it either.

LOL @ rogers/bell being the gold standard.
Nice review you did Hugh lol.. You really can't find one pro for Wind?

Honest question for you.. if a friend or family member is thinking about signing up with Wind (who lives in the coverage area) would you advise them not to?
I don't think you should only post glowing reviews.. but you could have been more fair about it. I mean, really no 'pros' for Wind? Honestly, you got yourself into a mess by trying to use a program (HAITF) that wasn't for public use, and expired on dec31, running around to stores when you clearly could have called ahead of time to check if they had sim cards...

In general, yours is one review that is completely against the norm, extremly unfavourable since you were getting personally upset at all the nonsense and people reading it shouldn't be basing their decision on whether to sign with wind on such a biased review.

I'm not saying Wind is perfect.. There are plenty of people who ask me and I advise them that Wind is probably not for them. But that kind of negativity I'm sure the big 3 will be very happy about.
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^Thats great.. so you're advising others on whether to go with Wind based on your poor experience, and people researching online will come across your biased rant and not have a real idea either.. Wonderful.
I read the thread at the other forum; just as many supporters as haters. Not sure what the point of directing people there was. I did come across this little nugget posted by profets

Umm, could it be because profets and otafool come across as shills for Wind? That's the sense I get from their posts. I don't see any logical counter discussion.
It's true. I was initially trying to put some positive posts, and saying give them a chance. I even spoke about my experience which wasn't perfect and involved a few trips to the store and several phone calls.

All I'm saying is try to be fair. One person has a rough experience while trying to sign up a plan that he shouldn't have access to (and is led in circles by uninformed and uncaring CSRs), and it ends up as a review on a site that many canadians trust. And to not even post any pros for Wind? Come on.. no more silly long distance, no 3 year contracts, selling most hardware at cost to the consumer, providing amazing plans. They're not perfect (Uinformed CSRs, some half-duplex audio issues, some data issues, limited coverage), but at least they're trying to provide some change and competition from the big 3. Heck, if we go around telling people to not give them a chance (like Hugh will if someone asks), then let's not complain about 20c txts, shrinking local calling areas, 3 year terms, horrible rate plans, insane roaming charges, etc..

PS.. You may think I look like a shill for Wind, but I actually work for one of the big 3
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The "friends and family" is really just that. friends or family of wind employees. the top of the form even mentions that:

This holiday season we’d like to share our All in the Family program
with our family and friends. It’s an extraordinary offer exclusively for
the family and friends of WIND employees
They had the program in November, and it worked by a wind employee pre-registering their friend of family member (there was a max number of invites they could do), and partially filling the form and passing it to their friend/family along with a password for the person to verify when they called up to register the plan.

Honestly, it ended in late november or early december (can't remember exactly) but the program ran relatively smoothly (especially compared to AITF back in april). Why they brought it back during december and made it partially available to the public is beyond me. All it did was create confusion, and reps were never up to date with proper info. They should have either just made it publicly available to everyone, or keep it private like they initially did in november.
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