I’ve currently been on hold trying to speak with an agent for over two hours now. We scheduled a technician for today to come to our home to install wiring so that we could set up our Koodo internet and the technician never showed during the scheduled window. Never called, never texted, never emailed, absolutely nothing to indicate they ever showed up. So I used Koodo’s website to schedule a call back regarding this and to set up a new appointment for a technician to come in, and I waited on hold for about half an hour after receiving the scheduled call back to speak someone, just to get a call from Telus, not Koodo, who was just as confused as I was that I got routed to them even though I scheduled the call back through Koodo’s website. They transferred me to Koodo, which we have now been waiting on hold for over an hour and a half waiting to speak to someone. This entire situation is just beyond terrible, and extremely frustrating as a customer that Koodo does not have any kind of email ticketing support system in place, but instead has this community feature for their customers to try and do their job for them. Customers do not have 2+ hours to dedicate to sitting on the phone in order to just speak to someone about an issue that could be resolved in 5 minutes. You guys really need an email ticketing system in place. This has been such a terrible experience I would never recommend Koodo to anyone and would tell everyone to steer clear of Koodo and any of their sister companies.
PLEASE implement an email ticketing system, hold times are horrendous
Posted this an hour ago. I’m STILL on hold and have been on hold for about 3 and a half hours now. This is actually insane.
Total call time today. The top one was the most recent, which JUST got disconnected - I didn’t end the call, it disconnected. I don’t know if they hung up on me or what but I was STILL on hold waiting to speak to an agent. First call was a scheduled call back, which I sat on hold for about 20 minutes, just to then speak to a bot which scheduled a SECOND call back, which was the top one, which was over FOUR HOURS LONG. Spoke to the Telus agent, who transferred me to Koodo, which I then waited on hold for four hours. FOUR HOURS. I’ve been waiting for over FOUR AND A HALF HOURS TOTAL and didn’t even get to speak to any agent. Are your customers just expected to book an entire day off work every time something goes wrong with Koodo just so they can sit on hold for the entire day and not even end up speaking to anyone??
Implement an email ticketing system this is nuts.
That is truly ridiculous. My one experience with the call back system was the stupid bot sending me in a continuous loop of trying to upsale me. No matter how I worded I wanted an agent to call back, it didn't understand. I eventually gave up - maybe that is what they want.
I’d advise you to cancel. I signed up a month ago for 1gbs service. I’m getting 10mbs.
cant reach anyone. No callback cuz they are “too busy”. What a joke.
+4Hi
Did you get a chance to complete your online Self Serve account ? If so, please log out of the Community and log back in, using your account credentials as shown in the picture below. We have no access to Internet accounts here but perhaps we can assist with a callback.
Hi
Did you get a chance to complete your online Self Serve account ? If so, please log out of the Community and log back in, using your account credentials as shown in the picture below. We have no access to Internet accounts here but perhaps we can assist with a callback.
I apologize for using colorful language but surely you understand that a customer waiting to speak with one of your agents for over 4 hours just to be disconnected is outrageous. You can not expect to have terrible operations and customers not be upset about that. An hour is already a long time to wait, but is standard when it's busy, but OVER four hours and not even getting to speak with someone?? That's a whole other level of bad and will be cause for you to lose customers.
And yes, I did try to sign in with self serve via mobile and PC but that is broken too.
I did manage to get in touch with someone via your Facebook page who said someone would be calling me but did not confirm what day.
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