Complaint

  • 1
  • Idea
  • Updated 1 month ago
Went to the local kiosk with my disabled mom to update her plan as she was paying a ridiculously high amount and to possibly upgrade her phone as the speaker phone was broken. Speaker phone is essential for her mobility impairment. When I looked at the current plans, they offered more for less. being disabled, every penny counts for her. Just getting to the kiosk was a big task for her. Employee wasn't willing to work to lower her plan even though we had paid off her tab. When he went to look at her account, he was very rude. Unfortunately my mom's licence had exprired this year (she hasn't driven in 3+ years since she's I'll). I asked if we could use other sources like a bill with her address, a birth certificate, etc. Was told no. Was so upset for my mom and this employees unwillingness to help even before the ID issue. Long story short, you lost a 7 year customer to East link who had no problem working with us. I really think your customer service was lacking both professionally and on a personal basis. Recommend some policy and training reviews, especially when it comes to beingore accessible. Also your new virtual feature shouldn't Stonewall you from talking to an employee.
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Courtney B

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  • Mad, frustrated, disappointed

Posted 1 month ago

  • 1
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Bernard, Official Rep

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Thanks for your feedback Courtney! Certainly not something we'd like to see. While a photo ID is indeed needed, there are other ways the rep could have validated the account. Would you mind sharing the location of the store so we can forward it to the store manager? 

On your feedback re the virtual agent....by no means Koodo Assist is intended to stonewall, rather making it easier for our customers. Instead of waiting on the phone it allows you to schedule a call back at your earliest convenience. I hope this helps. 
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Courtney B

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That's what I wanted, but it just kept saying it could help me. Next time I'll ask to schedule a call instead of speaking with a rep!
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Allan, Mobile Master

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Hmm, it seems to work for me.
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Courtney B

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Hey! That does work. Thanks for checking that. Must have just been a bad day for me.
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Allan, Mobile Master

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Its rainy, we will blame the bad day on that. I know the guy who manages the eastlink store there in fredericton, you should be in good hands.
Sucks that you had to go through all of that but if you come back to Koodo and ever need help, try coming here first and we can try our best to help you out! (And you could even take advantage of the $50 referral credits koodo offers).
(Edited)
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Courtney B

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Good to know, thanks again, appreciate it!
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Allan, Mobile Master

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Also just to note, you can change your plane easily and for free online through self serve. No need to go to a kiosk to do so.
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Courtney B

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We also we're looking to change phones, our hope was to trade it in, that's not possible through self serve.
(Edited)
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Allan, Mobile Master

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Ahh okay, trade-ins usually provide a very poor dollar amount and if the speaker was broken, they likely would have given little to nothing for the phone.

Your frustrations with everything else are still valid though. Don't get me wrong.
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Courtney B

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That makes sense, something my mom wanted to check. t's too bad. I've been with Koodo since 2012, just a bad experience from one individual, which hits a little harder when there are enough hoops already for someone like my komto go through!
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Bernard, Official Rep

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@Courtney, you can certainly upgrade your phone online as well, and it looks like you have at least a hundred dollars positive tab that you can put towards the new purchase. 

Also, it was the Koodo store in Regent Mall, right? 
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Courtney B

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I do have that! But it was my mom's account we were trying to make changes to!

On a side, I buy out phones when I upgrade since I would have to change my plan to a higher amount (large or mmedium tab) to get a phone through a tab with you guys. I am definitely not willing to change my plan (small plan, even though it's $64) when I'd pay more for less items than what I get now. I'm sure some day that $100 will come in handy!

Yes it was the Regent Mall!