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Better Notification for Problems Koodo is Experiencing.


I had a problem with being charged for international texting so I checked the community and I kept seeing people refer to it being taken care of. I had to search and search to find the link to where an *actual Koodo employee* discussed what they were doing. It would be really helpful if there were stickies or a page where Koodo *employees* could state what is happening with the service and problems that they are aware of and addressing. If there is one I'm missing it and maybe it is me and my experience with internet forums but I tend to trust information from people who are officially designated as employees first. Some way to make these issues clearer would improve the website a lot I believe. Koodo already has the best web site for self-serve than any other company I've tried and this would further cement my feelings on that and encourage me to tell people, even more, about the service.

10 replies

Userlevel 2
Hey Robin! That’s a very good comment and we appreciate that you’ve taken the time to express it. We are definitely taking note of it as we are always willing to improve our services. Thank you.
Vincent wrote:

Hey Robin! That’s a very good comment and we appreciate that you’ve taken the time to express ...

Isn't that why the koodo twitter account was created? For quick announcements. There doesn't seem to be anything on the twitter account about this. The same goes for the facebook page.
Userlevel 1
Vincent wrote:

Hey Robin! That’s a very good comment and we appreciate that you’ve taken the time to express ...

Probably no announcements because the issue is no affecting you. They said it would never hit your bill and I guess there aren't a lot who check online that often.
Badge +4
Vincent wrote:

Hey Robin! That’s a very good comment and we appreciate that you’ve taken the time to express ...

A formal announcement on the KM site could have been the proper way to go, I don't subscribe to social media entities such as Facebook or Twitter. A simple message alerting clients that the gmc_tm_rcv error would not appear on their bill would have sufficed.
Vincent wrote:

Hey Robin! That’s a very good comment and we appreciate that you’ve taken the time to express ...

Koodo has a lot of issues with their system. I can see why they wouldn't want to announce anything until someone complains.
Userlevel 7
Badge +4
Vincent wrote:

Hey Robin! That’s a very good comment and we appreciate that you’ve taken the time to express ...

Folks, the issue affected less than 5% of our customers. We were confident in being able to identify most of those and send them an SMS. We missed a few customers and those have been addressed here. To broadcast a message to all that was only relevant for a very small segment didn't make sense to us. As always we know we are not going to please everyone with every decision we make. We did what we thought was best, but we also learnt a few things along the ways.
Vincent wrote:

Hey Robin! That’s a very good comment and we appreciate that you’ve taken the time to express ...

Thanks Jeffrey for your response. I'm sorry my idea got hopped on with other people's complaints. Thank you for taking the time to explain the reasoning behind Koodo's response and for being involved with the community.
Userlevel 7
Badge +4
Vincent wrote:

Hey Robin! That’s a very good comment and we appreciate that you’ve taken the time to express ...

Not a problem Robin. No need to apologize, we knew what we were getting into by trying to be fully open and transparent when we opened our community forum. We get the good with the bad and that's just fine, we really have nothing to hide. Oh, and thanks for your other post as well!
Userlevel 7
Badge +4
Just to add to Vincent's note we will definitely look for ways to provide better notifications. To give you some background on this issue specifically, part of the reason why we thought we can do without it because we caught the issue before it would hit your invoice. We didn't count on the few folks that were checking their self serve account in detail. That was our bad but we learnt our lesson. Thanks for your idea again Robin!
Bernard wrote:

Just to add to Vincent's note we will definitely look for ways to provide better notifications. T...

Thank you and Vincent for your responses. It is reassuring that you listen to the community. I do agree that a quick twitter message or facebook update would have been good on this matter. Yep, there are some of us out here that try to keep detailed track of what is going on in our accounts. I've been trained by poor service at other phone companies to keep an eye on things to make sure I don't run up charges that I'm unaware of. Unfortunate but much needed other places.

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