Communication between koodo and retailers

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I don't know if this is poor communication between futureshop and koodo or if its just sales reps being lazy and not having any knowledge of how things work but thought it should be looked into anyways.

I was at my local futureshop today and decided to look at the Galaxy S5 and find out if I could keep my same plan (Canada Wide Data double 45) and put the phone on a new tab, the sales rep told me that since im on an old promo plan I would need to change plans completely and to be comparable to my current plan I would be paying around $85/month and could not keep my current plan for any reason.

When I looked on the forums just now I found a thread of someone asking the same thing and it appears since my current plan is over $30 I can keep it and put the S5 on a tab small or tab medium with $425-575 outright and just pay the extra $5 per month for the tab medium.

I would like to think this is more sales reps that just cant be bothered or are too lazy to fully understand how the plans/tabs work but, I think this should be mandatory and since they are supposed to be representing koodo I would think this could be potentially lost business from new and current customers
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Joey MacPhee

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Posted 4 years ago

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Jonathan I, Mobile Master

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I totally agree. I worked for The Mobile Shop for 2 years (and managed a kiosk for a while too) and having to learn how all 6 carriers work can sometimes be daunting, but retailers have field sales reps from each carrier, including Koodo, to train reps on the ins and outs, activation, upgrades, plans/promotions, and so on. Honestly, there isn't an excuse for that. It is indeed lost business and I think the manager needs to train the reps better on such an important issue.
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Chris Petersens

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Wouldn't retail reps have access to online info to confirm things if they are not sure? We live in the age of 'google'. :-)
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Jonathan I, Mobile Master

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Yeah they should. Or talk to a coworker or their manager.
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Tayeb A, Employee

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Hey Joey,

Thanks for reaching out to us, we would like to follow up with this. Can you please use this secure link : to email us and give us more details? (Select "Social Media" for the reason you're contacting us).

We will be able to take a look at your account and forward your complaint to the Manager to make sure this won’t happen again. We will also see if there’s something we can do about it. Please understand I cannot promise anything as I do not have access to your account on this forum, but we will do our best to help you with this situation.

We look forward to assisting you!

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