WIND MASSIVE CUSTOMER SERVICE FAIL
I was walking by a WIND kiosk and was approached by a WIND seller who through excellent salesmanship convinced me it would be a great idea to switch my service provider from Rogers (whom I was with for 2 years with 0 complaints, other than the price was not as competitive) and get a cool new smart phone in the process. I bought it. Got home, phone wasn't connecting to internet. Next day,I returned to WIND, they took the phone and popped out the battery and SIM card to reset it. It worked. Great. Over the next week the phone kept losing service so I went back. Associate couldn't get it going again so she put in a new SIM card which ultimately failed also. The phone was unable to register to the network. I called customer service and spoke to an advanced tech who basically couldn't tell me anything other than that he could see I wasn't getting service. He directed me to the warranty centre to get a free SIM swap or send it for diagnostics with free loaner phone. Because I work at Square One I stopped into the WIND kiosk to tell them what had been going on. I could tell they felt bad and kept assuring me the phone was fine and that it was a SIM issue. They tried out another SIM in it, it didn't work and then they put in a DEMO SIM which did work and was what I left with. It also soon lost service and then was unable to reconnect to the network. I went to warranty centre, paid my first WIND phone bill (haven't received consistent service since day one but I keep my end of the bargain up)the sales person would not send my phone in without doing yet another SIM swap, so hooray here we go again. It worked for about twenty minutes this time. Nov 4th I'm back at the warranty centre paying $80 deposit to send my 'brand new' phone out to be fixed. I get a loaner Blackberry (not a Smart phone).Was called back 2 weeks later to pick up phone. The store manager of the warranty centre handled my case this time. He gave me back my phone, checked it was connected to the network, told me it was fixed and sent me on my way. I stepped outside the door and it lost service. I stepped immediately back in and asked him to reconnect it at which point it failed to register onto the network. Same old problem. He regretfully had to send it right back out and gave me back the blackberry, which I currently still have. I've had this blackberry longer than my 'new' phone. So that's it. I was back to the WIND store several times within the 14 day return period (with several of my co-workers/witnesses) to discuss the issues I was having and they resolutely assured me it was a SIM issue. I feel they should have replaced my phone with a NEW phone. I am feeling absolutely regretful of my decision to switch providers. While I am totally disappointed I feel the situation could be rectified if I am given a new phone. What any new customer should start out with, not a broken or replacement/fixed/phony phone. I took a chance on WIND because I believed in the company message. After reaching out to wind on this site, this is their response: I'm very sorry to hear that you're experiencing issues with your device. I'm glad to hear that it has been sent out for repairs, and hopefully this issue is resolved when it is received afterwards. As Customer Care does not take any part of the warranty process, we are unable to issue or authorize device replacements. As you mentioned that the manager for the Warranty Centre is assisting you with this issue, I would suggest discussing the possibility for a replacement device with them. WOW. Hey my second bill is due I guess I'm expected to hold up my end of the bargain and pay right?