Why Wind Mobile lost two customers today

You clearly stated in your review that the first clerk you ever spoke with said he couldn't offer you the plan, but could offer better alternatives, but you "politely refused".

The fact is, with unadvertised sudden promotions like this, clerks aren't necessarily informed of the details (if informed at all).

Anyways, just had to say that this is without a doubt one of the most biased and unbalanced reviews I have ever read.

At no point did you attempt to include the views or experiences of others. At no point did you include any disclaimers as to the nature of the promotion, where it arose and where you grabbed the form from. (Just because WIND advertises on Mobile Syrup does not make them an official news source or press site for WIND. Anything they publish is still based on outside information. I see ads for Netflix coming in on Digital Home, does that mean you're affiliated?)

While this "review" may be appropriate for personal blogs and such, by no means is it appropriate for Digital Home. This site has a well-built reputation and could very well likely become a top result on Google when a prospecting customer searches for reviews of WIND. And this review does not deserve to and should NOT have any influence over a customer's choice.

Digital Home is supposed to be a professional site, but this is certainly not a professional review.

(Sorry, not trying to be offensive but that is the truth).

-----------------------------------------

For a little bit of contrast to this review, would you like to hear my WIND experience? Quite possibly the best I have ever had (based on previous experiences with Rogers Mobile, Bell Mobility and Telus Mobility).

I went to purchase a Nexus One from Mobilicity. Done, easy, but unrelated. I walked into the local WIND retail store five minutes down the road from me and asked about the *unadvertised* (at the time) "Holiday Miracle Plan". The clerk knew exactly what I was talking about and started the sign-up process right away.

Since I already had the phone, all I needed was the SIM card (which they had plenty of).

Literally within 10 minutes, my account was setup and my service was ready to go.

The only issue I have had to date was that I was supposed to be set up on pre-auth payment, but that was not done. So I called in to WIND customer service, spent five minutes in queue and was then served by a very friendly, English-speaking representative who quickly fixed the issue for me.

I personally highly recommend WIND mobile.

g011um said:

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.

Click to expand...

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

I have been with WIND since day 5 after the Vancouver launch in early June. The only issues I have had was a faulty SIM card which was resolved by a 10 minute train ride from my place. They tried to fix it without me going to the store, and spent over 40 mins on the phone with me trying to fix it. During this time, they were very apologetic. All this for a $7.50 voice plan....

Porting from Fido took about 3 hours and after that I never had any issues.

Since my half price plan expired in December, I phoned them up and waited about 45 secs to speak to somebody and switched to the $40 holiday plan.

Overall, extremely impressed with the service I have received. I really can't honestly say I believe your story fully, as it doesn't match my experience and sounds greatly exaggerated.

Now my experience with Rogers on the other hand, I don't want to get into for this thread. They basically deny the existence of Western Canada with their online self serve and I can never reach customer service when I'm at home.

Let's clear the air a bit here. Hugh did not just wake up one day and decide that it was a good day to lambaste a mobile phone operator. Look back through the years that this site has been in operation and you'll see that no such pattern is evident.

It is important to note that Hugh actively posted in these very forums about his trials, travails, and tribulations with Wind before taking his struggles public. The piece on the main web site is a culmination of our discussions about his experience. This is an example of the beauty and validation of a strong consumer-oriented web forum.

Is it likely that all Wind customers will have such problems? Of course not. Did his experience serve to inform and reveal something new and interesting? Of course it did.

As I've said earlier, there are severe problems in Wind's customer service system, and they can be resolved by starting with some corporate executive introspection. Since my particular professional advice has been given earlier on I need not repeat it here, but I highly advise Wind to do some serious navel gazing about it.

There are no saints amongst the Canadian mobile phone operators, as years of forum posts at this site attest. So, since Wind was not singled out for cruel, unfair treatment, it is time for those who feel somehow personally offended by the article or needful of posting rebuttals based on their own better Wind Mobile customer service anecdotes to acknowledge that this was not a hatchet job or ill-researched flame.

No-one is denying Hugh's years of work, and I do have to say that I feel sorry for him; no-one should have to go through that. However... I do honestly feel that the "review" is a massive over-reaction to an unfortunate experience. Furthermore, as much as I hate to say it, the review as posted is an irresponsible misuse of Thompson's position at this web site.

What needs to be considered is that when a review is posted, especially when the post is from the site owner, it is generally taken as the site's official viewpoint. It's already been noted that the DH review has turned up in Google News. As such, Hugh has now stated to the world that his site - with the authority it carries as a well-established forum in the telecommunications field - recommends that Canadians avoid Wind. Some readers will see that in the news feed and, trusting his past reputation, thus avoid even considering the company altogether. However, his recommendation is based solely on a very bad experience with customer service, and does not include any assessment of the actual mobile telephone service. (He may have honestly set out to do so, but the point is that for whatever reason he as yet has no experience whatsoever with using their product.) Thus his readers are being done a dis-service in that they may end up avoiding a provider that could well give them exactly what they need.

Does this mean that Thompson should merely gloss over the experience? Certainly not - that would also be irresponsible - but he has already made his feelings clear through his chronicles in the forum. However, to take that personal experience and turn it into an "official" blacklisting of the provider is, frankly, an irresponsible use of his preferred position as the site owner. As but one example, my experience with Wind over the past five months is the mirror opposite of his, yet I do not have the luxury of the DH podium to speak from. Hugh should have been more careful in separating a personal bad experience from a professional review. As a site operator - and as such a "voice" of Digital Home, he should know better than to let his personal feelings conflict with his professional standards in that way.

Tv


Note - Let me be clear that I'm not a Wind employee, nor is this simplistic boosterism. Yes, I'm very happy with what I've experienced so far, and the holiday unlimited plan has changed how I use wireless for the better. I am prepared to work through startup glitches to see what the end result is, just as I did over a decade ago with Clearnet. I'm also quite prepared to walk if the company doesn't deliver, just as I did when Telus became overpriced and unresponsive.

Hi tvisforme,

I do agree with you that Hugh's article was tough, but I also I am happy to see that he wrote about his experience. Consumers, including myself have often been in similar situations from various companies, and we had no means of venting other than maybe telling our friends, families or posting on forums. If someone of authority like Hugh can make Wind or any other company realize there errors, than I support it one hundred and more percent. Wind Mobile should take this article and address these issues, and they also can find a way to win Hugh back as a customer, there are ways to make unhappy customer's happy if the companies knows how to service what they are asking for. Hugh, if you are reading this post please always post your opinions and experiences. I truly enjoy reading over this and help me make critical and important decisions. Your article might deter me away from Wind mobile, but it does not mean this will be forever. Again if Wind improves their service than people please write about it.

Thank you.