58 minutes on hold... still regretting joining koodo!

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  • Updated 5 months ago
you should put this in the koodo hall of fame. Joining koodo has been the worst decision of my life. I've only been with koodo 3 weeks and I have had nothing but problems. so here's an idea, hire someone to F*&^ing answer the phone!!! most of my problems could have been resolved if I could only take to a real person. P.S. Don't reply with the bullsh*t response most people prefer online cause I cant talk to anyone here either!!!
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Michael St.Croix

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Posted 5 months ago

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Goran, Mobile Master

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Don't spam the same thing only changing how long you're on hold for. Once is enough.
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charles davis1

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I agree, a lot of call centers that way now, they want you to email and chat online. Cheaper than to pay a rep.
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Kristina Hedley

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I was told today that they are extremely busy, both call center, email and chat. It took over a day to have my chat message returned.

I believe it's because of some promotions going on.
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Goran, Mobile Master

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The Public Mobile transfer promo to Koodo and the 100 dollar refer a friend has been jamming things up.
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Michael St.Croix

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Not my first time calling with huge wait times. I've had to call 3 times since I started with koodo 3 weeks ago due to billing errors (and outright lies from a koodo employee). This is idiotic. my official time was 1 hour and 17 minutes. When I finally got to talk to a rep he was unhelpful and directed me to contact the store. This should have been a quick conversation but he put me on hold for another 5 minutes in order to tell me this.

I honestly would not be complaining over one or two things but when there is multiple instances of wrong doings followed by poor customer support it really goes to show koodo's approach towards customer service. 

Also I know of multiple companies that manage to operate a call back system. Customers leave a number and the company calls back when its your turn so your not stuck waiting on the phone. since koodo is a phone service company this doesn't seem like such an outrageous task. 
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Dinh, Mobile Master

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Hi Michael,
There were many questions that you could get answers here. Koodo is focusing on selfserve functions, so many things could do by yourself too. Rep are required with some issues of billing and several other things.

What was your first question? that you needed to wait for 1 hour 17minutes? you might have gotten the answer of "going to a store" quicker here.
(Edited)
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J Desaumarez

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Its has been 48 hours since I emailed Koodo. No reply yet.
I signed up for the Essential Phone at $360 with a $35/month unlimited plan with 1 gigabyte. Koodo charged $120+$15 to my CC, leaving a Tab balance of $240 to be paid over the 24 months at $10/month
Problem is they sent me the final service Agreement which shows a Tab balance of $360 to be paid. My credit card was charged a week ago, but the service  agreement does not show the credits anywhere.
Problems at the very beginning are never a good sign.
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Dinh, Mobile Master

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@J Desaumarez: you issue was different from the OP. Where did you get the phone?
If you had the receipt when they charged you showing $240 on Tab, it will be fine.

As they are having a huge backlog the wait time is terrible. I would wait for them to reply or try to call early in the day (9am). You could also send message to their facebook. Thing will get better after 15Mar.
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J Desaumarez

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It has now been 8 days since the first email I sent  to KoodoWebstore [Order HFO19338907]. I have since spoken to 2 people, and sent another email on the 18th. My cc statement shows the March 5th $155.22 charge to Koodowebstore, but my account still does not reflect the payment of $120 in reduction of the tab.
How long are customers supposed to make allowances for Koodo's staff being tied up with promotions?
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J Desaumarez

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Just a note. I ordered the phone and plan online through Koodowebstore.
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Robert, Mobile Master

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Hello there, I would start a new thread for more visibility. 

I know it's not a good reason for Koodo but I'm sure they are working hard on it.
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Ranjan, Official Rep

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Hi J - thanks for flagging. I've passed your order and account info. on to the web store team, and asked for clarity on this matter. We'll report back here once I get more info. Thanks for your patience. 
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J Desaumarez

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When I signed up online for Koodo [HFO19338907] I really never expected to have worse service than Bell Canada. Koodo was supposed to be one of the better outfits.

Well. Three weeks and counting since Koodowebstore charged my creditcard $155.22 [which I have already paid] and no still no sign of any credit on my account or Tab.

I have sent two emails detailing the problem. Spoken to two representatives, who did their best to be helpful, but couldn't access the Koodwebstore. And I have also posted on the Koodocommunity site. NO RESULTS.

Oh, yes. one of their community Masters did say to have little patience as they were experiencing unusual demand [sic]. After all this I AM NOT PREPARED to hold on for an hour to talk to someone at the Koodowebstore.

I can just imagine  paying your Koodo bill online well in advance, but they still cut your services as they "can't find the payment".

What kind of outfit is this?
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charles davis1

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I would say bye bye to koodo
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Goran, Mobile Master

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You can try calling 611. The email reply times seem to be consistently worse than sending a private message to Koodo via Facebook Messenger or DM via Twitter and it should be a much better response time.
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J Desaumarez

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I sent all the emails from within my Koodo account using their "Contact Us" directions. I have also  spoken to two people at Koodo as well as a kiosk representative in Montreal, all of whom told me they do not have access to payment info at Koodowebstore. Whether this is right or wrong who knows.
I am just supposed to be a customer of this company
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J Desaumarez

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Case closed. Just checked my Koodo account and my cc payment  is now shown and the Tab adjusted accordingly.
However, no email or other notification was sent to me. Well, it only took 18 days to fix.