So Ive been with koodo exclusively for 4 years now as a monthly customer... Have never used any other carrier... and honestly... when it comes to customer service I am so over Koodo.
In August I purchased the Samsung Note 7. It then got recalled. I understand, it's not the end of the world. So I waited for instruction on what to do for the recall.
On September 8th I get a call from Koodo. Guy informs me of the recall, asks if I want to keep my phone, and when I say that I do, gives me instructions. I was told...
1: Take my phone to the local kiosk
2: I would get a loaner phone OF EQUAL VALUE
3: I would get a new phone as soon as Samsung started to issue them out.
Here's what happened instead...
1: Go to kiosk on the 9th (Oshawa Center, oshawa Ontario). Tell them about the phone. Idiot behind the counter looks at me stupid and says "We don't sell the Note 7. Did you get it from Telus'? So I had to fully explain the situation.
2: They had to call their rep for information. I get told that I was supposed to go to Samsung's website to fill out a form for the replacement. That I wasn't even supposed to go to the kiosk. She said she would send it out for me.
3: Get an S6 as a replacement phone. ...With a charger that doesn't even work. (Found that out when I got home.) Told I would get a call once it got in.
So...that's already screwed up.
2 days later I get a text from the koodo tracker with my tracking number. Go to check on it.... number doesn't work. Apparently they sent it out for repair first.... isntead of a replacement.
2 days after that I FINALLY get a tracking number. Try that one.. it works. Tells me my phone is out for replacement. It should be ready by Oct. 2nd. That date changed twice. it then said Sept 26th... and then september 30th 2016. ...Which was fine.
September 30th rolls around. No calls. No updates. Nothing.
Oct 3rd. Tracking info STILL SAYS SEPT. 30TH! I go into the Kiosk in Oshawa Ontario (the one I deal with) and ask about the phone. Guy working there says nothing came in. Asks for my bill to track it down. Tells me he has to call his rep. Asks for my Phone# so that I didn't have to stand at the kiosk, and he would call me asap.
I waited for 2 days and still no call. (Also its now the 10th... NO CALL)
On the 5th I check the tracking # again... still says September 30th. Got no call from the guy at the kiosk No emails. Nothing. I was livid. So I sent an email to top level service to explain all of this... and to express my dissatisfaction with how the whole situation had been handled. Website says 24 hours for a response. This is not my first rodeo with Online customer support so I can understand a potential 48 if needed.
Well. It's now 5 days later.... Tracking site still says Sept. 30th, No calls, no emails, and Toplevelservice hasn't even bothered to respond.
Guess how I feel now?
I used to talk koodo up to everyone I know. I got quite a few people using their service. But the customer service blow. Big time. I started with koodo when i got my very first phone. Now...? I'm to the point I'm possibly going to ask for a refund and sever ties with the company. This is unacceptable. One email. One phone call to explain something got fucked up... and I could understand. But complete blackout silence?
The part that pisses me off the most is that I'm paying a phone bill... I'm paying a tab... for a phone I'm not even using. And the one I am using? Well, it sure as hell ain't a phone of equal value.
Koodo was great in the beginning. Really, it was. But this incident has left a severely sour taste in my mouth.