Scammed by fizz support?
I've been trying to return a phone under the 15 day warranty since the very beginning of January. The codes you print to have Canada Post scan so that they can print your return label doesn't work. After one month and a half with numerous communications with fizz (and even after filing a complaint, which did nothing), I finally started talking to technical support on Feb. 22, a couple of weeks after my ticket had been "escalated". Finally they said the return had been cancelled somehow, and to just try the online return process again. I did, and the same problem happened, despite printing the new information. It's been 16 days since I told them what happened, and no one has gotten back to me beside a courtesy email I received today saying they were working on it.
Are they just trying to prevent me from returning the phone and scamming me of my money? How can it take over 2.5 months to even send me a valid shipping label. What recourse do I have at this point, a credit card chargeback and leave Fizz for another provider?
tl;dr it's been 2.5 months of me trying to return a phone and all I get back from fizz is "we're working on it". are they scamming me?
Best Answer
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Hello CND,
I would like to extend my sincerest apologies for the difficulties you are currently experiencing. Please know that your situation is being actively addressed by our dedicated team who are specifically assigned to handle these types of issues.While we are committed to providing you with a prompt resolution, we have encountered some unforeseen complexities which have caused a delay. We want to express our sincere apologies for any inconvenience this may have caused you.
Please be assured that we are doing everything in our power to expedite a resolution and have escalated the matter to our superiors for further assistance. We value your patience and understanding as we work towards a satisfactory outcome. You will be contacted via email by a Fizz representative in the shortest time possible.
Thank you for your patience so far and for allowing us the opportunity to resolve it for you. If you have any questions or concerns, please do not hesitate to contact us.
You can reach us anytime from this link: https://fizz.ca/en/supportWishing you a pleasant day.
-Eugen
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Answers
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Hi @CND
What you are describing is a very bad experience. I don't have much to suggest, try again to contact Fizz and consider opening a dispute with your credit card company.
I believe that this is not a scam, but rather a problem that may have fallen between the cracks.
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QC | EN
What are the instructions to pack and send my phone to Fizz?
Your return ID number and barcodes
Head to a Canada Post deposit location
Tracking the status of your return
Your return ID number and barcodes
- Once your online return request has been submitted, you’ll receive a confirmation email with your return ID number and barcodes.
- You’ll need to present this info to Canada Post to have your free return label printed.
- If you lose that confirmation email, you can find this information in your Fizz account directly in your Return history.
Preparing your package
- Write down your return ID number on a piece of paper, and make sure to pack that paper with your phone:
- For a 15-day return, your phone must be in its original box. Don’t forget to include all its accessories and the charger.
- For a warranty claim, send your phone along with its charger.
- Pack everything securely in a reasonably sized box to avoid any damage during shipping. You are responsible for your package until Fizz receives it.
- Consider using a smartphone return mailing box available at Canada Post.
Head to a Canada Post deposit location
- Make your way to a Canada Post deposit location with your package, and your confirmation email showing your return ID number and your two barcodes.
- Respect the deadline outlined in your confirmation email. If you miss your deadline, Canada Post will not accept your package, and you’ll have to resubmit a new return request.
Keep your Canada Post receipt
- The tracking number on the Canada Post receipt is the ONLY proof for the return of your phone.
- Keep that receipt in a safe place. You are responsible for your package until Fizz receives it. You’ll need this Canada Post receipt if there’s an issue with shipping and need to make a reclamation with Canada Post.
Tracking the status of your return
- You can track your package and the status of your return directly in your Return history.
- Log into your Fizz account and go under My phones/Manage my phone/Return history.
Read more :
I’m waiting for the delivery of my Fizz package.
How do I get started with my new phone?
What is the 15-day return policy for a phone bought with Fizz?
What are the warranty details for a phone bought with Fizz?
What do I need to know before returning my phone?
How do I prepare my phone for a return?
What do I do if my return request or warranty claim is denied?
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Sorry to read that, hope it ends up well for you
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Agree, not the best experience. For several of my tickets it was the same approach: "we are working", initial tickets were closed and the other were opened. All this lasted around 1,5 months.
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Sorry for your terrible experience. Not sure that we are able to help your, unfortunately.
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