10Gb for $60 plan

  • 6
  • Question
  • Updated 7 months ago
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: 10 gb

I have been trying to get in contact with Koodo for the past 4 days for the 10GB for $60 plan. It has been impossible to talk to anyone, and I have been put on hold for over 5 hours. I have been a Koodo customer for over 3 years and went into the store to try and get the plan. I was told I needed to call in, but have been unable to talk to anyone!! I am very disappointed in Koodo in handling this promotion, and will be switching providers if I can't still get this plan. 
Photo of Jennifer Van Sas

Jennifer Van Sas

  • 140 Points 100 badge 2x thumb
  • frustrated

Posted 7 months ago

  • 6
Photo of Allan

Allan, Mobile Master

  • 62,836 Points 50k badge 2x thumb
The promo is over now so I'm not sure there is anything anyone can do for you if you didn't manage to get through at all.
Photo of Adam Moloo

Adam Moloo

  • 218 Points 100 badge 2x thumb
They should've made the promo longer and the option to change it online without having to call
Photo of John Goldsmith

John Goldsmith

  • 122 Points 100 badge 2x thumb
In Kodoo's defence (and that's said by someone who called their customer service continuously for three days, was put on hold for more than 10 hours, experienced dropped calls and disconnects), the other cell phone companies were no better. At one point I was so frustrated I called Fido, intending to switch. From them I didn't even get a ring tone or recorded message, just a beep followed by dial tone. From Telus, I got a recorded message about overloaded circuits. Telus did have a chat forum running on their web site but when I connected, there were 859 people ahead of me. I didn't try Rogers or Virgin but after reading an article about last weekend's debacle on the CBC news website - an article that told of countless frustrated customers trying to contact all the cell phone companies, I suspect that none had anything to be proud about.

I know that's little solace for all the folks who didn't get through or just gave up. It would seem that all the cell phone companies were all caught flat-footed by the response to $60/10Gig special. I'm no sure why. Perhaps the "suits" at the corporate office really do think that customers enjoy paying some of the highest cell phone charges on the planet. If that's the case then I hope last weekend's response has dispelled that myth.
Photo of Jennifer Van Sas

Jennifer Van Sas

  • 140 Points 100 badge 2x thumb
At least the other companies honoured the deal for existing customers, not just new activations. I have a friend with fido who couldn't get in contact with them during the few hectic days the promotion was available. They left them a message through social media and fido contacted them afterwards, honouring the deal. I tried that with Koodo and haven't heard a thing back.
Photo of John Goldsmith

John Goldsmith

  • 122 Points 100 badge 2x thumb
Thanks for adding that, Jennifer. I wasn't aware that other companies were making the deal available to existing customers as well as new ones. Kodoo wasn't - which really pissed me off.

When I first learned about the promotion I rushed down to the local kiosk to sign up, only to be told that as an existing Kodoo customer I didn't qualify. Even though I no longer had a contract and my phone was paid off and unlocked, I couldn't sign-up. After threatening to go to Fido, the kiosk person suggested I call customer service. Perhaps exceptions could be made. That resulted in the customer service calling nightmare. Eventually, I did get through and did get the deal. Still, I was very angry and upset. If Kodoo had offered the deal to existing as well as new customers I would not have had to spend the better part of three days trying to contact customer service.

After all, what company offers an incredible deal to new customers while shutting out loyal, faithful, pay their bills on time, cause no problems, support the company, existing customers? Not a company that wants to keep those customers. That's for sure.
(Edited)
Photo of Dinh

Dinh, Mobile Master

  • 42,216 Points 20k badge 2x thumb
@John: They did offer new activations for all customers at stores. If you chose not to get a new one, and wanted to switch plans, you needed to call. It was pretty clear for all carriers.

I think it is time to move on.. If you were already ported, enjoy the new carriers. If you haven't, look for a new deals on the near future. Keep the good mood for a merry Christmas! Cheers
(Edited)
Photo of Adam Moloo

Adam Moloo

  • 218 Points 100 badge 2x thumb
I will also be switching if I don't get this plan
Photo of Adam Moloo

Adam Moloo

  • 218 Points 100 badge 2x thumb
They have to make an exception for all the people that tried to get the promotion (including me) but didn't get it because of being unable to talk to any rep while the promo was still available
Photo of Allan

Allan, Mobile Master

  • 62,804 Points 50k badge 2x thumb
They dont HAVE to. They were doing favors for people who called in. The plan was for new customers only.
Photo of Adam Moloo

Adam Moloo

  • 218 Points 100 badge 2x thumb
Then they will lose existing customers (including me)
Photo of Jennifer Van Sas

Jennifer Van Sas

  • 140 Points 100 badge 2x thumb
Exactly, why would they only offer this to new customers and not reward existing customers. The fact that I have heard of people opening a new line with Koodo and canceling their old one makes no sense. Why would they not want to reward loyal customers? I should have switched to another company in order to take advantage of their offer of the same plan. 
Yes, you should have switched to another provider. Many people came to Koodo from other providers for that reason. Too late now. Having loyalty to companies whose only interest is making money is not a good idea.
Photo of Darcy Dupré

Darcy Dupré

  • 64 Points
Thinking of switching myself. I've been a customer since they began and that's the thanks. B.S.
Photo of YDOUTHINK

YDOUTHINK

  • 540 Points 500 badge 2x thumb
Like a lot a people I tried for 4 days ....multi times....and got hung up on after waiting countless hours on hold or just could not get through period at points also..... I have been with koodo pretty close to day one when they started up in canada.
It's a shame as a loyal customer this promo would of been a nice thank you for being a loyal customer.
My question is has anyone been able to get the promo after it ended? As I have thought of calling to ask about it.... but just don't want to be left on hold yet again for a while just to get all upset again if the answer is no ..... as I was pretty dis hearted after it all.
But either way.... I have always been happy with koodo and the excellent service they provide..... just missing out on that promo was upsetting to me .... and so much personal time lost with no happy ending.... but I did try..... I will say that.......
Photo of Allan

Allan, Mobile Master

  • 62,804 Points 50k badge 2x thumb
The promo is no longer available. Only those who got through to a rep and were promised a callback got the promo after it ended.
Photo of Goran

Goran, Mobile Master

  • 97,682 Points 50k badge 2x thumb
Loyalty is rarely rewarded in the telecom industry. You have to luck out with retentions. If you really wanted the plan and to stay under the Telus umbrella, you could have ported to Telus. Otherwise you could have gone with any other carrier offering the identical plan without needing to wait on the line for so long.
Photo of YDOUTHINK

YDOUTHINK

  • 540 Points 500 badge 2x thumb
Thank you on the reply......Yes... correct.... the promo ended as per the dates of the promo. I was asking if anyone had any luck after the promo ended calling in to get the promo still. And was in the same boat as me ..... gave it our all trying to call in for the promo when the promo was active....... so I take it you tried after the promo ended and had no luck then?
Photo of Allan

Allan, Mobile Master

  • 62,804 Points 50k badge 2x thumb
I didn't personally try but a rep stated in another thread that no one would get the promo after the fact unless they were promised a callback.
(Edited)
Photo of Erwin

Erwin

  • 23,576 Points 20k badge 2x thumb
Also, as a courtesy it was offered through L&R one day after it ended. Call backs were offered two days after the promo ended. Koodo does value its customers. After all, Koodo brought it first to Ontario ahead of any other carrier.
Photo of jt66

jt66

  • 230 Points 100 badge 2x thumb
Quite simply everybody Koodo has changed from by far the best cell phone customer service to no better then the other cell phone companies and the plans are virtually identical in Price and minutes and data with only differences are if you want a tab or a 2 year contract. If Loblaws got busted for price fixing bread, I would not doubt it is happening in the Canadian mobile industry. If that $60 plan comes back and Koodo does not offer it I am switching.
Photo of John Goldsmith

John Goldsmith

  • 122 Points 100 badge 2x thumb
Companies screw up. The whole 10Gb for $60 plan debacle is just one example. If the stories from the various news outlets are to be believed, dropped calls and long wait times were not unique to Kodoo. What truly distinguishes a great company from the rest however, is how they react or what they do to make things right. A good example is Apple.

Apple admitted to slowing or degrading the performance of older iPhones due to battery issues. Customers were upset. Apple responded with an apology and an offer -  battery replacements at about 1/3 the normal cost. As someone with an iPhone 6 and no plans to upgrade anytime soon, I'm okay with Apple's response. A free battery replacement would have been nice but I can live with a $35.00 battery replacement cost.

For Kodoo, the ball is now in their court. How will they react, with so many unhappy customers? It's obvious what should be done. The question is, will they do it?
Photo of Nelson Santos

Nelson Santos

  • 60 Points
FYI they're still advertising it on Facebook, so they should honor it. 
Photo of Dinh

Dinh, Mobile Master

  • 42,176 Points 20k badge 2x thumb
hopefully, you are not watching a fake Koodo facebook somewhere.

This conversation is no longer open for comments or replies.