Koodo phone support should be free.

  • 1
  • Idea
  • Updated 1 year ago
  • Not Planned
  • (Edited)
Provide free support service to Koodo Customers when they call the Support Line like the TELUS Mobility Cusotmers. Don't Charge for services!
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Wallis Wong

  • 70 Points

Posted 1 year ago

  • 1
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Chadwick, Mobile Master

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Koodo is different than Telus for this reason. Koodo prides itself on its Self Serve business model. I'm sorry you weren't told this upon signing an agreement with them if you have. If your not into doing things yourself online then maybe Koodo is not for you. Telus is the parent company to Koodo and they operate on the same network so if you switch you will not lose anything at all. And as for your complaint in the post, Koodo only charges for things you can easily do yourself via self serve or the Koodo app.
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Nada Conic

  • 62 Points
I did follow the instructions on the self-serve site.  But I got an error message repeatedly.  If the site fails to do what you ask it to do (a simple cancellation of an add-on) and won't explain why, that is not my problem.  That is yours, and you need to make it right.
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David, Mobile Master

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@Nada, they will make it right. Certain add-ons cannot be removed through self-serve, and you can call to have it removed at no cost to you. I agree the cryptic error messages should be replaced with useful text.
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Chad Burr, Mobile Master

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This very community is the free assistance you're looking for. We're fast and usually polite :) it's like crowdsourcing your support needs!
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Allan, Mobile Master

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Just to reiterate, the $10 charge only applies if its something you can do yourself via self serve. They charge a fee as an insentive to try other methods of fixing your problem and keep the "easier" questions away from the phone support team and reduce hold times.
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Bernard, Official Rep

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As always, we appreciate all ideas being submitted. Thanks for that Wallis! As per Allan above, charges are only for transactions that people can perform themselves online at no cost. We could eliminate the charge by simply raising the prices but it would be unfair to many of the hundreds of thousands customers who already think going online to do things instead of talking to a rep is a better experience. Those who indeed seek the more traditional phone support can certainly choose from a number of other brands. Telus being one of them.