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Why Wind Mobile lost two customers today

37063 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.

Result:
  • 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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some acknowledgement of similar hells inflicted by other cell phone companies.
Isn't that assumed? I don't personally know a single person with a cell phone who hasn't had a bad experience with their carrier.

profets - I hardly consider this a rant. It is a well-written review based on one customer's experience; it's not claiming to be anything more than that.

Nice work, Hugh. Good luck with getting your refund.
It is totally the norm, you can post this on the Wind forums and they will simply delete it. Issue after issue and they are all deleted. 911 issue deleted. Home zone that becomes an away zone that is a no zone. the list is endless. The OP had a terrible experience thats much is true. But take just 1 of the details and it is unacceptable.. lump them all together then its appalling. The only pro I can think of is now that Wind is for sale.. perhaps the new owners will take better charge than the old ones from Egypt did! BTW was it the Indian or Egyptian call center you spoke with? Not that it matters because less than a year in they outsourced. Oh the list of complaints I could vent.. but as many already know.. " I am marked for death " lol OP good luck
However, I do think you should consider clarifying that the form that you obtained and printed did not come from Wind, you found it from an unofficial internet source.
For the record:

I found the form on the Mobile Syrup website, a website that is supported by Wind Mobile advertising and often gets exclusives from Wind.

When I signed up, I stated that I found the form on the Mobile Syrup website. The employee who took my order put me on hold, spoke to a supervisor and then came back on and took my order. The sales rep never said that I could not have the plan. That was confirmed when she spoke to her supervisor. There was no deception on my part.

At any point during the sale or in the 10 days or so before the phone was shipped, the company could have said "No, we won't offer you that program" but we can offer you an alternate plan.

Finally, I gave Wind every opportunity to resolve the issue and published their response verbatim. No deception.
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.
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For those that are interested there are now over 80 comments on the article. I would say that they are 50/50 in terms or pro and anti Wind.

If you are thinking of Wind, I encourage you to review the comments and see what others are saying.
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

I tried to post some things positively about it but he doesn't really care to hear.
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.
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".
DavidT, you might want to read the article again:

The helpful sales clerk apologized and said that he couldn’t give me the deal for reasons I did not understand but pointed me to another Blockbuster store several miles away that could sell me a phone and the plan.

I piled the kids back in the car and we drove ten minutes to a Blockbuster store at Parklawn and Queensway in Toronto. Inside, we asked the clerk how to sign up for the All in the Family plan. The Wind representative said that in order to sign up, I had to have the “form”. I replied that I didn’t have the form but could we download it from the internet and sign me up.

The clerk then proceeded to tell me how I could sign up for “better” plans than the All in the Family plan. I politely refused indicating that I wanted to sign up for the promotional plan that I had read about. The Wind Mobile clerk refused to offer me the plan and refused to tell me why some people were eligible and I wasn’t.
At no point did you attempt to include the views or experiences of others.
So tell me, when a website such as CNET, for example, reviews a product, do they consult others before publishing the review?

I think people may be getting confused with a review vs. a study.

Never usually see Roger Ebert include the views of others before publishing his review in the Sun-Times.
This is a wind employee review, not a Wind review.

There is nothing about service at all.

If you were smart you would have printed the form to begin with, called the stores ahead to confirm, and then went in with the form. You would have had no issues whatsoever then...

Lesson learned I guess.
This is a wind employee review, not a Wind review. There is nothing about service at all.
Hard to review the service when they won't provide it. I also don't recall Hugh stating he was reviewing the cellular service.

If you were smart you would have printed the form to begin with, called the stores ahead to confirm, and then went in with the form. You would have had no issues whatsoever then...
Are you actually serious, or just trying to provoke some sort of response (which I guess you were successful at)? Does ANYONE ever call ahead to make sure they have the plans, the phones, the SIMs etc? My experience has been they the person I talk to on the phone has no more of a clue about stock than I do. They just want to get you on the door.

Lesson learned I guess.
Condescend much?
I'm getting the impression people are only reading what they want to see.

This is a wind employee review, not a Wind review.
Right, so when the SIM card didn't function properly, that was a reflection of the employee?

If you were smart...
Right, because only dumb people have negative experiences with customer service.
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.
Shill? I don't use Wind, but I know several people who do, and they're happy. Especially those who pay $40 for unlimited voice and data. Much happier than people paying $70 in a 3 year contract. So sure I'll shill.

Again, my beef with the article was that it's a personal rant masquerading as a professional review. Many customers base purchasing decisions on reviews in the mainstream media. DigitalHome is such a source (at least in the eyes of Google News). Using it as platform for personal bitchfests is bad for consumers and the reputation of this site.
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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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.
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I am happy to say the story has over 100 comments in just a few hours with folks appearing pretty even on it all. I encourage anyone reading this thread who is interested in Wind Mobile to take a look.

FYI, for anyone doubting the article, just read through this thread. Much of the content of the article was my musings posted in this thread.
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.
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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.
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I think most people will see it as a bad experience. I have Wind(and love it) and as a moderator i don't have a problem with the reporting of his experience.

That story is his story. Every company will have a mixture of happy and unhappy customers.

Hopefully a story like this will help Wind improve issues that were illustrated.
This is a wind employee review, not a Wind review.
I respectfully disagree. A company's employees are the face of the company. What reflects badly on them WILL reflect badly on the company. You can't disentangle the two.

I read most of the comments posted to Hugh's article and I agree they're pretty evenly split for and against. However, a few people argued that "Wind is a new company" and to "give Wind a chance". Give me a break. This company has been around (at least in the Toronto area) for over a year. Any CS hiccups, meltdowns, problems should have been addressed and corrected by now. Or there should be reasonable alternatives in place to deal with problems that can (and do) crop up. Based on Hugh's experience Wind was thrown a curve ball and they didn't (or wouldn't) deal with it effectively.
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.
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We all have bad experiences and many of us just decide to walk away and shop elsewhere and tell our friends about our bad experience.

Not knowing why a customer left or not having an opportunity to fix a problem before the customer leaves, for a company, this is a the worse case scenario.

Feedback is needed of this type to prevent additional experiences.

Wind Mobile should have secret shoppers, if they don't already.
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