@Kimi wrote:
Their support channels are always clogged up for hours. They keep raising prices supposedly to bring new tech and features but are ignoring the most important part Customer Service. Why is this? Why can Shaw (which i despise as a corporation ) get it right? Why is there no call back feature like Shaw has? Are they too busy building condo towers?
All of the mobile carriers have poor customer service, just in different ways.
Telus has pretty good social media presence. Under normal conditions their phone service is good, but they should bring back their "call me back" version they had 15 years ago. That would have solved this. Telus's hiring system is ridiculous, giving you quizzes and simulations on 20 year old software.
Rogers ignores social media. After one heated call with Rogers I refused to ever call them again. Their people at the store will tell you to call in to change personal info, their call center people will tell you to go to the store. Basically Rogers doesn't care about existing customers. Rogers doesn't even care about the type of staff they hire, as they have the most impersonal hiring system of the four, where you never get a call back unless you make yourself look like sales is your life in their personality quiz.
Shaw is new to the mobile game, but Shaw, like Rogers, seems to care more about acquiring new customers than saving existing ones. Shaw's hiring process consists of multiple layers of interviews, but at least you get one, unlike Telus and Rogers.
Don't get me started on Bell. It's like, why even bother.
But to keep this on topic. The "60$ National plan with 10GB" is a big deal, but it appears to only be provisionable as a "retention" plan, possibly by a retention department. This is typical of how competative services work. Before LNP (Local Number Portability) you had to cancel your phone by calling your mobile carrier, say you want to cancel, and you'd get sent to the retention department and offered save offers before you canceled. Then you went to the new carrier and got the new plan, number and locked into a 2 year contract or so. If you canceled before your contract was up, you got hit with anything from $125 to $450 in cancellation fees. Today, people just go directly to whoever offers the best deal, so the save offers pretty much have to be created with less than a days notice.
Nobody in their right mind would switch to Freedom Mobile unless they live in downtown Vancouver, Calgary, Edmonton or Toronto and don't travel. They have no coverage anywhere else. https://opensignal.com/networks/canada/wind-mobile-coverage and compare that with Telus/Rogers/Bell. If you zoom in, you'll also notice that Telus's coverage is primarily in the West, and only in city cores out east, and the opposite is true of Bell. Rogers has coverage in all the city cores, but weak coverage outside of it. Just look at Highway 1. So no carrier can actually advertise "best coverage" because their coverage maps are all swiss cheese, and they all rely on each other to make it look more solid.
