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Mobilicity makes Western Canada outage right, gives customers wallet credit or 3 months free voice mail

By on August 24, 2011 at 9:58pm in Mobile News, Mobilicity


Earlier today the Mobilicity network in Vancouver, Edmonton and Calgary experience an outage (caused by a cut fiber optics cable), something that can and has happened to other Canadian carriers. Customers were unable to make or receive calls, text messages or even get their emails. Frustrating for sure, especially since you’re paying for a service.

This is how customers service in wireless is done correctly. Customers probably hopped on another line and called Mobilicity to find out what the issue was, but CEO Dave Dobbin took to Twitter and quickly explained the outage would be restored. Taking it one step further and possibly giving more than just a “we’re back”, Dobbin stated that “We’re giving every Western customer either a wallet credit or three months free voice mail to say we’re sorry”. One would think the wallet credit is $24 as voice mail is an $8/month add-on (voice mail is already included in their $35 and $45 plans).

In this case it’s not really the value of the free voice mail or wallet credit, it’s that Mobilicity quickly responded, acknowledged the downtime and effortlessly made it right… which is very refreshing.

For all the customers out West, dial 611 from your Mobilicity phone or 1-877-866-2458 to reach customer care.

Source: Twitter
(Thanks Francesc!)

Related posts:

  1. Telus Announces “Visual Voice Mail”
  2. Mobilicity gives Vancouver customers free roaming due to “accidental CDN Roaming”
  3. Mobilicity offers up $100 Mail-In Rebate with PlayBook and smartphone purchase
  4. Mobilicity comes out swinging by offering monthly credits to new customers

Discussion

37 comments for “Mobilicity makes Western Canada outage right, gives customers wallet credit or 3 months free voice mail”

  1. We didn’t get anything when there was a Toronto Outage ! Bullshit ! That’s unfair.

    Like or Dislike: Thumb up 14 Thumb down 23

    Posted by sim | August 24, 2011, 10:05 pm
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    • Well, at least when that happened it wasn’t 3 zones at once!

      Like or Dislike: Thumb up 11 Thumb down 3

      Posted by michael | August 24, 2011, 10:17 pm

    • There is no other wireless carrier quite like Mobilicity. They are fantastic.

      Like or Dislike: Thumb up 2 Thumb down 2

      Posted by Ron | August 25, 2011, 7:36 pm

  2. Now that’s what I call great customer service. Take notes Rogers!

    Like or Dislike: Thumb up 36 Thumb down 6

    Posted by KidCanada | August 24, 2011, 10:13 pm
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  3. As my name says…Mobilicity FTW!

    Like or Dislike: Thumb up 14 Thumb down 3

    Posted by Mobilicity FTW | August 24, 2011, 10:21 pm
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  4. Hidden due to low comment rating. Click here to see.

    Like or Dislike: Thumb up 6 Thumb down 45

    Posted by hap | August 24, 2011, 10:30 pm
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  5. Hidden due to low comment rating. Click here to see.

    Like or Dislike: Thumb up 8 Thumb down 27

    Posted by WIND FTW | August 24, 2011, 10:31 pm
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  6. If this happened to Rogers, they will compensate their subscribers by extending their contracts to the equivalent amount of time they were down. If there was no service, your contract shouldn’t be running.

    Like or Dislike: Thumb up 32 Thumb down 5

    Posted by choy | August 24, 2011, 10:32 pm
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  7. to bad wind and mobilicity dont have coverig wher i live

    Like or Dislike: Thumb up 4 Thumb down 3

    Posted by happyboy | August 24, 2011, 10:43 pm
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  8. Wait until there customer base growes and then see how proactive they are with things like this.

    Like or Dislike: Thumb up 6 Thumb down 4

    Posted by rhaimus | August 24, 2011, 10:58 pm
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  9. Pretty reasonable response. Dave Dobbin himself replied to one of my tweets at him when I asked who pulled the plug on YVR.

    Like or Dislike: Thumb up 10 Thumb down 2

    Posted by JP | August 24, 2011, 11:03 pm
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  10. Weird, Back haul outage (Micro wave) is expected but Fiber should have redundancy… This sounds like minor leagues stuff

    Like or Dislike: Thumb up 4 Thumb down 7

    Posted by mike | August 24, 2011, 11:06 pm
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  11. Hidden due to low comment rating. Click here to see.

    Like or Dislike: Thumb up 10 Thumb down 25

    Posted by jim | August 24, 2011, 11:09 pm
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  12. Hidden due to low comment rating. Click here to see.

    Like or Dislike: Thumb up 6 Thumb down 21

    Posted by apollo | August 25, 2011, 12:36 am
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    • and here goes Apollo looking stupid again…..forget your meds again sugar?

      Like or Dislike: Thumb up 3 Thumb down 0

      Posted by 0defaced | August 25, 2011, 2:56 pm

  13. Hidden due to low comment rating. Click here to see.

    Like or Dislike: Thumb up 4 Thumb down 27

    Posted by Guest | August 25, 2011, 1:09 am
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  14. Try to get credits from Robelus. LOL

    Like or Dislike: Thumb up 13 Thumb down 4

    Posted by Dave | August 25, 2011, 1:18 am
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    • And you’re probably going to get a new fee from Robelus – “Outage Fee”

      Like or Dislike: Thumb up 16 Thumb down 2

      Posted by Dave | August 25, 2011, 1:25 am

  15. @Guest. Surprised to see a true business man is trolling on mobile syrup. lol

    Like or Dislike: Thumb up 13 Thumb down 2

    Posted by rikin | August 25, 2011, 1:53 am
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  16. I was once a Mobilicity Customer, but I got to say I grew tired of all these outages once a week. and very low signal or no signal inside of buildings, slow throttled data, blocked ports. And this company isn’t reliable for my needs for my business. So I switched my business line to Koodo mobile and I have not regretted ever since. Atleast with Koodo there’s absolutely no small zones. With Koodo I can take my cell anywhere across Canada and not pay a single cent for long distance or roaming. Yes Mobilicity is cheap and all but you get cheap service which isn’t that reliable. I’d rather get 100% service for what I’m paying each month. No point in paying monthly fee’s if your phone only works 50% of the time, and not knowing when the next big outage will come like what happens with mobi.

    Like or Dislike: Thumb up 9 Thumb down 14

    Posted by Kenny | August 25, 2011, 3:01 am
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  17. Hidden due to low comment rating. Click here to see.

    Like or Dislike: Thumb up 0 Thumb down 11

    Posted by 2pacs tshirt | August 25, 2011, 7:26 am
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  18. At Wind Mobile you will get … zero .Even thought they have many problems in Calgary .

    Like or Dislike: Thumb up 7 Thumb down 3

    Posted by Marius Banuta | August 25, 2011, 8:09 am
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  19. I’ve gotten credit from Bell. Bell are better than Rogers for sure.

    Like or Dislike: Thumb up 5 Thumb down 2

    Posted by Tyler | August 25, 2011, 9:15 am
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  20. Has anyone called? How much of a MyWallet credit are they offering?

    Like or Dislike: Thumb up 0 Thumb down 0

    Posted by Mobile4Everyone | August 25, 2011, 10:14 am
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  21. Why should you have to call in? It should be applied automatically. Not everyone follows Dave on Twitter or Facebook.

    Like or Dislike: Thumb up 2 Thumb down 2

    Posted by mongoose | August 25, 2011, 10:26 am
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  22. Not sure why their President would send a tweet, knowing their network was down and nobody would get it.

    Like or Dislike: Thumb up 0 Thumb down 3

    Posted by Sean | August 25, 2011, 12:26 pm
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  23. I just called customer support to receive my credit because I already have voicemail. You get 5 dollars into your wallet which is pretty good considering the outage was only 2.5 hours.

    Like or Dislike: Thumb up 2 Thumb down 0

    Posted by JKC | August 25, 2011, 12:39 pm
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  24. I just called; they applied $5 to my wallet. Great customer service.

    Like or Dislike: Thumb up 2 Thumb down 1

    Posted by Quico | August 25, 2011, 12:59 pm
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  25. I’ve called in…the wallet credit is $5

    Like or Dislike: Thumb up 1 Thumb down 1

    Posted by Lola4708 | August 25, 2011, 1:52 pm
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  26. mobilicity is a big joke lol. I called in and all they offered for compensation was $5 lol. I lost way more than that with losing cellphone connection for my business. I had lost around $1,500 from this outage for a few hours. and all mobile offered was $5 lousy bucks lol. today I ported out my number over to Koodo mobile cause I find their no zone plans to be an awesome deal. and then I called mobi and told them why I ported out from them. mobi is highly unreliable to use for a business line. their good for teenagers who have no responsibilities in life and can’t afford a real cellphone plan.

    Like or Dislike: Thumb up 2 Thumb down 5

    Posted by mobilicity what a joke | August 25, 2011, 6:00 pm
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  27. Hey “mobilicity what a joke”:

    You know koodo has outages too? After all the networks were made by humans and mistakes do happen.

    If you lose $1500 for a koodo outage, you will shrug your shoulders and say “maybe its my phone”, because complaining will get you an extra “outage fee” (or maybe a contract extension).

    You should always plan for out of the ordinary situations – these are called “contigency plans”. You buy 2 phones if its that critical to you. Have fun getting your money (read: profits) getting suckered out by the big 3! Adios!

    P.S. Proof of koodo outages: http://www.howardforums.com/showthread.php/1673832-Outage-in-Waterloo-Specifically-at-UW

    Like or Dislike: Thumb up 2 Thumb down 1

    Posted by no joke | August 25, 2011, 6:39 pm
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  28. You wouldn’t get a credit like this with Rogers because an outage like this would not happen due to a fiber cut. That’s what all these companies blame their outages on. Double charged for being in an Away Zone “sorry sir, there was a fiber cut!’ Give me a break!!

    Like or Dislike: Thumb up 0 Thumb down 1

    Posted by MobileKid | August 25, 2011, 8:05 pm
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  29. I called into Customer Care and they had no idea what dobbin was tweeting about. No one should quote this a*****e.

    Like or Dislike: Thumb up 1 Thumb down 0

    Posted by tbone | August 28, 2011, 2:21 pm
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  30. Easy to credit 30 customers…

    Like or Dislike: Thumb up 0 Thumb down 0

    Posted by Sceptic | August 30, 2011, 10:32 am
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  31. To Kenny. Koodoo is owned by the big 3 I hope they would be better but not in prices and in time Mobilicity will.”Remeber Rome wasn’t built in a year and the big 3 has had over 20 years to get it right but they haven’t.

    Like or Dislike: Thumb up 0 Thumb down 0

    Posted by Frank | September 4, 2011, 11:05 am
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