As a new customer, I am not impressed with this company. Their customer service sucks big time.

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  • Updated 2 weeks ago
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I change over from PC Mobile and now i have no data available. Data is turned on in phone. And I can not get a hold of a rep. On hold last night for 70 minutes. You ask for a time to call me and that was 30 minutes past. NO IMPRESSED WITH KOODO!
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Toni

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  • frustrated

Posted 2 weeks ago

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Allan, Mobile Master

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Are your APN settings set correctly?
https://www.koodomobile.com/help/sett...
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Bernard, Official Rep

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Toni, could you pls provide some additional info around your experience? I am disappointed how things unfolded this early on. :-( Just so I understand what happened when transferred your service at The Mobile Shop was your phone fully set up? i.e. was data working when you left? Were the APNs properly input in the your phone? It looks like you didn't buy a new phone to open up your Koodo line. When you did call us were you offered an automated callback and it never came? Just want to make sure I can take your feedback and fix what maybe broken. Thanks a lot!
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Toni

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We had our own PC Mobile phone that was going to be changed over to Koodo within the next little while. We received a cell call at 3pm yesterday telling us if we came into the Mobile shop, that they could save us money by changing services. The drive is just under the hour to the shop. We arrived shortly after 4 and had to wait on other customers but finally got to speak with the woman that called us, finding out that there was also going to be a 30 dollar charge to change over that was not mentioned on the phone. The automatic change over would not cost us anything. Then they gave us a 5 dollar /month discount for changing sooner, which we found out every one was getting. We did the change over, and she checked the phone for incoming calls and it worked. But Data was not checked at store. We arrived home  shortly after 7 and came to the conclusion that there was no data. We then called koodo 611 and sat on hold listing to the crap music for 70 minutes at which i gave up. I contacted the self help line and left the best date and time to contact me. That is now almost 6 hours ago. with no call as of yet. I did call the mobile shop and we went through set up for the apn and finally got phone to work on data. My husband also has an other PC phone that will be changed to Koodo when the change takes plce in the next little while, but he is thinking of finding some one else, as the customer service sucks here at koodo. If we can not get in contact with a real person to look after issues... NOT GOOD.
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Bernard, Official Rep

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I will definitely give The Mobile Shop where you went a call Toni and speak with the store manager. All of the hassle could have been avoided if they a;clearly explained to you what offer was b; if they set you up correctly. I do apologize for that. 

As far as calling us, are you saying that you scheduled a call back via our virtual assistant and the call never came?   
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Toni

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yes the call back never came.
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Bernard, Official Rep

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Hmmm...I checked and see the convo you had but found no call that was scheduled. :-( That said I did call the store manager and provide some strong feedback around your experience. I will also make them pay for the connection fee, which will be credited back to you on your next bill. Thanks again for your feedback!