The following may sound like an early April Fool’s Day joke–but sadly it’s not. Rogers flanker brand, Fido, will soon start charging a $10 customer service fee when you call in or use live chat for select customer service transactions.
The $10 “handling fee” will apply if you ask Fido to make a payment or need to reset a voicemail password, via phone or live chat, for example.
This new fee kicks in on May 19, 2019.
Fido told MobileSyrup why the change was happening by saying, “As more Canadians choose self-serve options to manage their day-to-day needs, we’re continually investing in digital services to give customers more control and greater ability to manage their accounts easily, anytime they want.”
The change looks to target those customers who aren’t taking advantage of self-serve options for account management, either through the web, the company’s mobile apps or telephone system.
For non-tech savvy individuals, they may fork over the $10 fee to get help for specific customer service transactions.
Charging a fee for customer service is not new for Rogers, as their prepaid brand Chatr implemented a similar fee in 2018, at $5 for select transactions over the phone.
What do you think? Is charging $10 justified for select customer service from Fido?