Customer I recommended to Koodo can't use her phone and Koodo won't help her.

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I recommended my mother-in-law sign up for Koodo. She went to a Koodo store, explained where she primarily needed to use the phone (all locations in Manitoba), was told Koodo had coverage in these areas, so bought an iPhone and signed up for a premium plan and automatic payment on her credit card.

She then discovered there is no Koodo coverage in two of three places she needs to use her phone. She went to a Koodo store and was told there is nothing that Koodo can do to help her. (It's past the 14 day return date because she went on vacation the day after she bought the phone so didn't even use it for over two weeks). She likes the Koodo plan, but she can't use it where she needs to. She then phoned customer service and the rep told her she can cancel her services at the end of the month (end of the billing cycle), but Koodo won't give her a refund or unlock her phone. To top it off, Koodo won't unlock her phone for 90 days starting now because Koodo made a mistake spelling her name so her automatic payment did not go through.

This is not good customer service and I feel really bad because I recommended she use Koodo.
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John Miller

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Posted 5 years ago

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Paul Deschamps, Mobile Master

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Did she go to a Koodo stand alone kiosk or to a future shop, best buy, Walmart to sign up with Koodo?
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John Miller

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She signed up directly with Koodo at a mall.
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John Miller

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One employee obviously made a mistake and I don't want to tar the whole company because I've dealt with a lot of great people at Koodo. It's the way Koodo is handling the mistake that is the problem.
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Paul Deschamps, Mobile Master

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How long has she had the phone?
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Dennis, Mobile Master

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Koodo/Telus coverage in MB is not the best. it is fine for Winnipeg and Brandon but it doesnt even have coverage on the entire #1 highway in MB.

I think you should try to call Koodo again like Khaleila said below. Maybe if you can explain the situation on the phone to a rep instead of your mother-in-law as you seem to have explained the situation very well, which your mother-in-law might not have
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John Miller

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Thanks for your suggestion. My mother-in-law is articulate and understands the situation, but you're right I will try to phone again. I wrote to Koodo yesterday, as often things are better explained in writing, but they have not responded.
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rikkster, Mobile Master

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Hope this matter get's resolved amicably John, keep us posted.
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Khaleila

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Hi John,

Please note that service is offered in Manitoba. However, actual coverage and network service may vary. I would suggest that your mother-in-law gives us a call by dialing1-866-995-6636 from a landline, in order to speak with a Representative to find a suitable solution.

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John Miller

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We now fully understand the coverage does not work for her, and Koodo employees have verified that. She's in Winnipeg today (one of the locations she needs the phone - no problem there). First she went to the Koodo store where she bought it - they said they couldn't do anything for her and told phone a customer service rep who could help. She phoned a rep and spent a long time on the phone and the rep said there was absolutely nothing that could be done. The phone rep was the one who told her she couldn't get out of her service until the end of the month, and told her because she was a few days late with her payment, because of Koodo's mistake, she couldn't unlock the phone for 90 days starting now! It's just crazy. I feel horribly about it and that's why I'm getting involved.
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Moto G

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I find in these types of situations the longer a matter takes to resolve the more complicated it gets to resolve, so I help myself by cancelling my credit card, until such time the matter, is resolved.
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Timo Tuokkola, Mobile Master

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I just want to point out that the problem here is not that the customer service agents are unsympathetic or fail to understand the situation. The problem is that koodo's official policy says that phones can only be exchanged for a refund or a different model within 14 days of purpose. Frontline customer service agents CANNOT ignore official policy. This would be the case no matter what company you are dealing with. Your only hope is to submit the issue, in writing, and hope it gets escalated to someone who actually has the authority to override company policy.
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John Miller

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I don't blame the front line CSRs. They have a difficult job, and most of them do it very well. I was,though, disappointed that they all suggested that nothing could be done. As you mention, these people unfortunately are probably not trusted with the authority to remedy this situation, but they should have ensured that the problem was brought to the attention of someone who could. When my mother-in-law requested to speak to a supervisor, the phone CSR told her it would not do any good. This could have been a new employee, but that is poor judgement. I'm still waiting to for Koodo to reply to my written account of this matter.
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John Miller

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I am pleased to report that a CSR from Koodo phoned me this afternoon. He was professional and understanding and offered a very reasonable solution for my mother-in-law's situation. By tomorrow, everything should be taken care of.
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Dennis, Mobile Master

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Great to hear. And this is why Koodo rocks. They know when to do the right thing
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Moto G

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Congrats John. Koodo really is a great company. I like your style John, as I've been reading your posts. I wish I had your patients and understanding. I'm still working on my black/white thinking. Thanks for the inspiration!
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John Miller

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Thanks a lot, Stephen. Don't worry, I have my moments too.
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John Miller

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I'm happy to report that everything has been resolved to everyone's satisfaction. When Koodo is able to upgrade its coverage in Manitoba I'm sure it will have many new customers. Thanks to Koodo for the way they ended up handling the situation and to everyone on this forum for their comments, suggestions and encouragement.
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Paul Deschamps, Mobile Master

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Glad to hear it was resolved to your satisfaction John, all carriers aren't bad eh just the ones that aren't Koodo ;-)

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