Displeased customer at my kiosk today

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  • Updated 5 years ago
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Disclaimer: I don't work for Koodo but I manage a Mobile Shop in Aurora. We sell Koodo but don't deal with manufacturers warranty repair.

A customer who purchased an Ace from the store a long time ago (before I even worked here) came in with a problem. Phone was stuck in a boot loop. Not uncommon for an Ace.

Problem is the original Ace she had over a year ago crapped out on her 3 weeks after the warranty expired. After a long fight, Koodo sent her this refurbished model. Tried as I might to fix it, eventually a factory reset got it to boot but she was unhappy about losing everything.

I called customer service on her behalf to see what they could do but the rep didn't speak very good english and wasn't very helpful. What they agreed to do was give her a $75 Tab credit (her current balance was 107) to get a new phone but she still wasn't impressed with having to pay money for a new one. Eventually she said if the phone died again she would probably cancel the service and go to PC prepaid because her usage is extremely minimal and now Koodo has left a bad taste in her mouth so she'll be telling all her friends about them.

Thoughts? Comments?
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Jonathan I, Mobile Master

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Posted 5 years ago

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Marcus Fenix

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So Koodo helped her twice and still isn't happy.Can't please everyone I suppose.

The fact that Koodo sent a refurbished model AFTER the 1 year warranty was up was very nice of them. I know in most situations, you wouldn't even get that.

In most cases, any tab credits are purely at the descretion of the agent. Given that the phone is the Ace, $75 is really reasonable.

Quite honestly, this customer must understand that phones have a chance of going bad and there really isn't a way to prevent that. I'd wager a guess that 10% of all phones created end up with some kind of issue.
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Some random Mobile Master, Mobile Master

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Very good point Marcus! I'd also add that people need to dissociate the phone manufacturer from the phone reseller. Koodo doesn't manufacture phones. What they do is sell service and her service was apparently fine. The device is from Samsung, so if anything, she should be pissed about Samsung, not Koodo.
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Dennis, Mobile Master

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I wish a pure phone seller store would come in and do well. Help separate the service providers from having to deal with devices as well
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John Lee

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Marcus +1.

Literally, the Ace is such an old device and the fact that she got freaking $75 in tab credits if she got a new phone - holy that is such a generous offer.
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mattjs

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Yeah tough situation, feel sorry for the customer. I don't think her problem is really with Koodo though, it's with the manufacturer of the device, Samsung. She got a lemon. Twice apparently. This kind of thing tends to happen when you buy cheap, entry level devices.
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Some random Mobile Master, Mobile Master

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Well, did not see your post before posting my reply to Marcus, but same point! Agreed!
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Ivan, Mobile Master

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I don't really feel sorry for the customer. You get what you pay for.
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Paul Deschamps, Mobile Master

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I feel sorry for anyone who bought the original Ace as there was quite a few things that were wrong with the device that were not just the fact of getting a low end device. Who I don't feel sorry for is the ppl that buy a low end device and Complain that it's slow or games are choppy or that it doesn't have enough internal memory. Like what the heck do they expect when they paid $150 for the phone outright? Do they think that the only difference that a high end flagship device has is a bigger display that makes it cost an extra $600 more than the device they purchased, geez lol. Ppl must think they are getting such an amazing deal on the $150 phone they chose if they think it's supposed to run just as good as the device beside the one they picked that's $750, they must feel like they are putting one past the ppl at the kiosk lol.
Ppl there's many big reasons why one phone is $150 & the other is $725 & yes one is indeed the size of the display but that doesn't account for a $600 mark up there has to be other reasons & like anything you should learn those differences before purchasing a product. There are many great enthusiasts sites, blogs, videos ect that you can easily learn these differences & when wanting to buy a new phone Google is your best friend use it ppl. Like Ivan said you get what you pay for, and this is never more true than when choosing an Android device with the wide range of price points that are available. A great motto to use is "LEARN OR GET BURN" ;-)
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Dennis, Mobile Master

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@Kid Android. Meaning a $300 Nexus 4 is just as good as a $300 iPhone 4 haha :p
(Edited)
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Jonathan I, Mobile Master

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Yeah I'm glad they got rid of the Ace. It was/is riddled with freezes, boot loops, batteries not charging, not registering SIMs, etc.

I was calm the whole time I was with her and with the agent on the phone.

Like mattjs said, she's had bad luck with the same phone twice in the span of a year and 6 months. I recommend that she change devices due to that, but she still wasn't happy about either cancelling her service for 107 on a refurbished, almost dead phone, or still paying a bit more money out of pocket for a new one, arguably of the same caliber. The Ace II X is a bit better but this experience wasn't exactly in that phone's favor.

The good thing to take away from this is she has a working phone now and she was very thankful for my assistance but i wanted to improve the customer experience further despite none of this being my fault because I'm a sucker for helping people (hence my attendance here) :D
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mattjs

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If she wanted to, couldn't she take the tab credit, leaving her at -$30ish, and then switch to a medium tab, which is $300 if I'm not mistaken?

That would give her around $270 to play with. She could then get a Samsung Galaxy Discover, or a Ace 2X, or a Nokia 520 without anything out of pocket I think. Or for like $30, she could grab a Nexus 4 or iPhone 4.....
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Jonathan I, Mobile Master

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1. We don't carry the discover and I was hoping to get her away from Samsung since she's so displeased with them.

2. She's on the old $15 Canada-wide plan. Moving to a Medium Tab would require her to take at least the $30 Talk + Text plan AND a $5 Tab charge, which I already know she won't do because she said her usage was so minimal so no, the Medium Tab is no good for her.
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mattjs

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Yeah fair enough, looks like your hands were tied really..
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Paul Deschamps, Mobile Master

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Seems like you handled it very well like always Johnathan, Koodo's to you man.
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Rocky Balboa

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My two cents is with the previous posts above. You can't satisfy everyone. She was in a pretty bad spot and so were you. But lesson be learned I always advise clients to back up their phone or get it stored on an icloud (for iphones), I forgot to mention gcloud for (androids). If you got a talk/text phone you're probably only cost your contacts but whoopty do those are retrievable. But props the way you handled it.
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Rodney Marois

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@jonathon U work for Koodo and post on here isnt that conflict of intrest if I was manager I saw this from employs id warn them this aint allowed only customers, client care reply to probs
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Marcus Fenix

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Actually, anyone can come on here any post. It doesn't matter if they work for Koodo or not. This is just a community, there is no way that this would be a conflict of interest.
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Zaphod Beeblebrox

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If I remember correctly, Jonathan does not work for Koodo. He is a manager of a Mobile shop. As Marcus stated, anyone can post here, Koodo employees using personal accounts, employees of other retail stores such as Mobile Shop, customers, anyone really. As long as no names are given by the reps who post here, there is no conflict. Just like how we tell customers who post here not to mention their phone number, account, number, or email addresses. Also, as long as no detailed account info such as "well, when I was at work, I took a look at your account and here are the details." Stuff like that is a no-no.
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rikkster, Mobile Master

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Rodney: Please scroll back up to Jonathan's original post at the top of this page and read his introductory disclaimer.

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