Absurd mathematics and poor customer service

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  • Updated 3 weeks ago
So I just talked to a rep right now because my current plan is ridiculous. 60$ for 1 gb unltd minutes plus 15$ for phone tab (LG G5). Its been a year so i decided I need to change to pay less for more. Called the rep Mary today at 11 am, asking her what better options she could present me with. She offers 2 gb extra for 5$ MORE, so id be paying 65$ for 3gb. I had looked at the current plans before calling, one of which is 45$ for 2gb unltd minutes. I told her that on an offset, your best offer is for me to pay 20$ more for a gig? She didnt have a proper reply , so she told me to "make the choice and that I can do it online myself". Thats pathetic. Orher carriers have much better data plans or at least better customer service.
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Mirza Hasan Baig

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Posted 3 weeks ago

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Goran, Mobile Master

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Well if she did it for you then you'd pay 10 bucks. Guess she didn't mention that for some reason. So you can go into self-serve and swap to that 45 dollar plan so you have one more gig for 15 less at least. If you want better you could try calling again after that but no guarantees.
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Mirza Hasan Baig

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Yeah she missed that part, so i guess that warrants better training. Whats hilarious was her counter argument. "We're experts in LTE services". Okay? So is everybody else in the market. I was expecting her to at least suggest the 45$ plan, and I'd try to sweeten the deal, but nope. She had to go ahead and ask for more money. Koodo has a better plan for 50$ and 4gbs, but I was asked to pay up the tab that i have. I'll switch to the 45$ one for now, but if I'm paying out my tab for a better plan might as well move to another carrier with better data promos.
(Edited)
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David, Mobile Master

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Alternately, there was a statement when you initially called, advising you of a $10 fee for certain actions taken by a CSR on your behalf. Changing your plan through a CSR rather than online would fall into this category.
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Dennis, Mobile Master

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Koodo is  self service provider.  If you are looking for better customer service, maybe Telus would be a better fit?
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Mirza Hasan Baig

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If the only option to get better service from a service provider is to switch companies, you're doing something wrong. In a time of intense competition where rival companies are literally poaching customers, koodo can do a bit more. They still have a company to run.
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Robert, Mobile Master

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Keeping prices lower comes with some downsides.
That's funny. Koodo's prices are exactly the same as the other two, but they are able to provide free customer service. How does that work?
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Dinh, Mobile Master

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@Mirza: If you had a look before you call, then it might not be the best strategy to get a new plan. The agent would just look at your current plan and add more.


By the way, I would also suggest you look for news and promotions. Last December, $60 can buy you 10GB. During the last 6 months, there were also promotion $60 for 5-6GB. As you missed those promotions, you could wait for the next one. If you need a better plan with Koodo, you need to watch out for those.
(Edited)
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Mirza Hasan Baig

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Thank you for an informative reply, Dinh. I didnt hear much about them at the time. I'll look out for them in the future.
(Edited)
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Mirza Hasan Baig

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My billing cycle is the 25th. Will that change if I switch plans tomorrow? How will the payment work?
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Dinh, Mobile Master

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The billing cycle/day will stay the same, when you change your plan. The payment will be prorated by days. So, part of your existing month will be charge at the old rate/30 per days, and the rest will be charged by the new rate plan.
(Edited)
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David, Mobile Master

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Your billing cycle will not change. You will see adjustments to your account based on the day you make a plan change. You will see a refund of the portion of your current plan you did not use, and the pro-rated addition of the new plan, plus the following month billed in advance.