Wow… hard to believe it’s a new year already… and that we went from just an idea to being launched in those short 12 months.
Sorry for not posting lately; the whole WIND team and I have been focusing a lot on “one on one” conversations with customers over the last weeks. Lots to talk about!
When we decided to launch a billion dollar business, we expected a billion and one potential issues, but we honestly thought that the countless hours of testing and training (and re-testing and re-training) put us in a good position for launch. We knew that there would still be some challenges (testing can only take you so far), but we thought they’d be “minor”.
To state the obvious: Some were not “minor”.
So for all of you who have experienced issues with porting numbers, network coverage, mixed messaging, long wait times or general confusion… I apologize.
It was never our intent to create any more frustration in the Canadian wireless market. We knew that there would be huge expectations of WIND (we’re energized by that, btw), but also huge cynicism in general, and so our objective from day one was to deliver on those expectations and overcome the cynicism. It’s definitely taken us longer than the first day to do that, but we’re not swaying from our objective of delivering the most unforgettably positive customer experience in Canada. And with your continued input - both positive and negative – we’ll get there.
To our current and future customers, partners, members of the online community, and WIND employees across Canada, rest assured that Ken, Tony and I are committed to making WIND the kind of company you want it to be:
1. We’re continuing to aggressively grow the network every day
2. We’re working through the porting challenges and other issues with the other operators
3. We’ll ensure that no one pays for calls and texts that they shouldn’t have to
4. We’ll work to keep the store line-ups moving quickly (and hopefully keep you engaged in the meantime)!
I’d like to thank all of our customers that are growing with us. Your constructive help is allowing us to fix issues faster than we ever could have without you. Your assistance in helping us educate new customers is invaluable to us. We truly appreciate all you are doing in helping us build WIND.
Working together, we’ve launched something completely new in Canada. Already, there have been a great number of positive comments and legendary stories from our customers, so we know that we’re moving in the right direction. We’re as committed as ever to bring choice, competition and change to the market. We’re here to stay.
Thank you everyone for an unbelievable 2009, and wish you an even more amazing 2010.
Happy new year!
Thanxs Chris. It was a rough and rocky road, but it's smoothing out now. Well worth it!
See you in 2010
"So for all of you who have experienced issues with porting numbers, network coverage, mixed messaging, long wait times or general confusion… I apologize." Thanks for being open; keep at it and hopefully everything will be ironed out in short order! Best of luck for 2010!
Wind Nokia N900 Update - keep it coming guys! Let's get over 100 people voting....
http://www.howardforums.com/showthread.php?t=1606204
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WIND MOBILE - The Future is here!
You are doing an excellent job Chris. Thanks so much!
1. I said "So Long Rogers"-last week, and number was ported within 2 hours.
2. I have never seen such friendly (not with a fake smile) and natural customer service in the store front.
3.When I called the call center, it blew my mind away that ......for the first time, .....they could tell from the caller id or through the automated system , regarding the callers information (instead of asking twice about who I am). Much more professional.
4. You guys pretty much moved a mountain by launching it so fast!. Amazing !
5. Few chances of improvements (or, items to address):
a. When I am in the elevator (Gardner and Park Lawn area in Etobicoke), the coverage goes to "Away" zone, then when I enter the house, I have to turn the phone off and on, to regain the "Home" Status.
b. Call drops on a busiest intersection in Scarborough (In the Wallmart parking lot). I was on an international call, had to call 4-5 times in every 6 to 10 minute.
While waiting for my $400 cancellation fee's from Rogers:), My overall ratings on WIND would be 110% out of 100. Great service, Great coverage, Natural people.
Go Wind !
Dear Chris,
Thank you fo rhtis message but "we'll ensure you arent paying for calls and texts they sould't have to"
this is NOT HAPPENING!!!!
THIS CONVERSATION DOING ANYTHING?.... I am still waiting for even more unresolved issues as wind customer I feel like this is stressing me out even more worrying,wondering if someone gives a damn on this board, beyond responding to one comment I posted how wind cares and "if it's short of stellar let us kno" i did and no response here. The comments I have already posted i may just keep an eye on here but I feel like im banging my head on invisible glass walls. Maybe that's wind wants, for me to shut up.? True or not, I give up...again if things arent resolved soon Ill make sure i let everoen know exactly all about "the conversation" has been going at wind mobile customer service and all the issues I have had. 1.coverage 2.being charged roaming whenI shouldn't 3.not receiving calls from SOME local rogers wirless numbers who get "the network is busy message" and then a busy tone when im at home full bars in wind home zone. 4.horribel coverage/dropping/freezing phone at many major areas in gta such as the busiest intersection in canada (yonge and bloor), sherway gardens,the bay downtown eaton center area, + more. Praying for the best, tired of saying the same things over and over, teh tema has clale dme oer 10 times kepe asking me the same questions yet say they remember me??????. What I am glad though is at least people have shared what is REALLY going on, now it's just a mater of wind acting on it. I'm hoping for the best for myself and wind mobile but not holding my breath. Maybe it will take a year or two, I truly don't know. I was refused a 25 cent credit fo rincorrect roaming charges when it said wind hom eon my phoen in toront area,sad but ture excuse gien was "it's too little an amount" then I was charge dover $16.00 in romaing and it took over 6 hours to realize the creidt did NOT go through had to bug CSR AGAIN as even supervisor could not get credit to go through, then today a $5 credit took over an hour!!!!! I had to call back 3 times!!!
CAn you do something about it? Fele free to contact me directly or ask for my number I'd love some real action taken.
well said just a nice guy
".Flaws and growing pains are common for new companies,however there's a limit to how long customers will put up with the difficulties if change doesn't happen fast and being void of that you will suffer..."
I am suffering and limits to 3 -4 calls to resolve ven being recredited makes me fell like im pissing in the wind.
p.s. I can put up with growing pains but only for so long, if thigns arent ironed ou in the next month or so it s bye bye wind and hello to my still active fido account at least I can rely on them even if the price sucks.
Firstly, kudos WIND for an outstanding service and secondly I was curious: approx. how much more coverage area is added per month?
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