can't complete promo offer

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  • Updated 7 months ago
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I received a text message from koodo offering a promo deal for an upgrade on a phone waiving our current tab and lowering our current plan for the following 6 months if we take the upgrade. We decided that was a sweet deal and went for it. We picked our phone that was on the list of the promo/upgrades (shown on their website) and went to complete the order and found we couldn't complete it. What it does on their website is take you through the menu as if purchasing the phone except it shows what it will waive and shows your new plan with the 8-12$ deduction for the following 6 months and when you go to "check out", it brings your back to the ordering page starting from the beginning with the item still in your cart, the order not complete and no indication whether it was completed, or if there was an error, or to call in, etc. We've spent the last three days trying to figure out why the koodo site does this. I've been reading a few posts in this community saying that when they get a promo/offer text message, they are to go to the nearest koodo kiosk in order to get the upgrade. There are other posts saying you cannot complete the upgrade online unless you pay fully upfront and then be reimbursed your credit within your next bill. Is this true? -- my question is, when you receive these "promo text messages" is the only option to go to a kiosk near you to complete the upgrade? - if so, why doesn't koodo mention this in their text message, or better yet, why don't they let you know on their website, in fine print, or otherwise when attempting to make an order for their promo deals? Any information someone could give me would be great. This promo doesn't expire until Oct. 30/17 so i would like to figure this out before then as it's a really great deal
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Clix Hemp

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Posted 7 months ago

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Allan, Mobile Master

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Could you post the text message here?
Some promos are in store only, others are online only, depends on the text.
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Clix Hemp

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It says in the text i can log in to redeem or go to a store, and my husband and i are able to see the promo offers when we log into their site, it just wont let us complete the order, but wont give us an error or notification saying it didnt complete: we are just back at the beginning of the menu again as if we were making a whole new order.
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Allan, Mobile Master

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I would contact Koodo or go into a store then. Seems just like a site glitch.
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Clix Hemp

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 We've sent them two emails, no response. I even attempted to contact them through facebook last night and still have yet to receive anything even though they were online. - Calling them to complete a promo offer comes with an additional charge, so i've been trying to avoid. We will probably just go to the closest location and get it resolved hopefully. -- Thanks. 
(Edited)
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Bernard, Official Rep

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We've got your Facebook message! Someone will send a validation link to secure your account and will look into what's happening. Pls bear with us as we are on holiday schedule. Thanks!
(Edited)
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Dinh, Mobile Master

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For that type of promo, I believe you have to call Koodo or visit a koodo store. Koodo selfserve doesn't always show special targeted promo, I believe.
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Clix Hemp

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It says in the text you can log in OR go to your nearest location. The promo offer does show up on the site
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Dinh, Mobile Master

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If you and your husband could not use the online site to get it due to some bugs, then I would suggest you to make a call to Koodo or visit a Koodo store, Hard to know what the bug was, when I don't receive the same offer.
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Clix Hemp

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okay, thanks.