Help at Kiosk

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Stopped by the kelowna kiosk today to get help with an add on. The guy turned me away saying he couldn't help because of a policy change and told me that I had to call in. Anyone else experience this sort of thing?
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dvdshrv

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Posted 5 years ago

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Paul Deschamps, Mobile Master

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what were you looking to do add an add on to your account?
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dvdshrv

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Yes, I wanted to add on USA texting.
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Zaphod Beeblebrox

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There is a new policy in place where kiosks cannot add or change any features or plans.

IF you can, do the change in Self Serve if you have one. If not, then give Koodo call at 1-866-995-6636 and listen for the option for customer care/service.
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dvdshrv

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Tyler C, so I guess a simple thing like the sales rep picking up the landline at the kiosk and connecting you with customer service to get you pointed in the right direction is against Koodo policy? Somehow I doubt that's what the Boss had in mind when the policy was implemented.
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dvdshrv

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Timo,
If its customer 1 or 1000 that day the service should be the same. I'm sure that's what the Boss is saying. Sounds like an internal employee issue and not a customer issue which I do have empathy for. But it still comes down to customer service and price for the service that employs people.
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dvdshrv

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Jorden,
Are you referring to the nuisance texts they sent out where you put in a "Y or N" if you would recommend Koodo? The same one that kept showing up until I got annoyed enough to answer it? Or maybe there was another one I never got. I have to assume they picked the one statistician in the room that saw it that way. On the other hand it is a TV commercial and the rules for truthfulness are somewhat different. I admit the commercials are cute however if I was of an ethnicity similar to the cartoon character used I would be offended.
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Jorden, Mobile Master

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Could be that I'm not too sure (not a Koodo employee). They could have mailed one out (I'm assuming the survey wasn't done by Koodo). I just took a couple stats classes this year which helped make me even more skeptical of statements and figures such as the ones given out.
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dvdshrv

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Skepticism is a good thing!
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Zaphod Beeblebrox

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Based on what I said and your reply to such, I do agree with you dvdshrv. It takes a quick minute to have them call Koodo and pass the phone to you so they can continue doing whatever it was they were brushing you off for.... I have not heard of any stores that would deny a customer that. Even most 3rd party retailers such as Mobile Shops (which I'm really starting to appreciate. Thanks Jonathan) would do that for you.
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Jonathan I, Mobile Master

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My field rep was in my store a few days ago and he said Koodo shops were recently stripped of their ability to change plans without doing an upgrade first. Same thing has always applied for retailers like Mobile Shop. However the rep handled that situation pretty badly.

We will call channel care and have them do it for us if we're not busy or if the customer uses self serve we advise them to attempt it themselves. We actually have a shocking amount of clients who don't use self serve at all so this is a great customer service and education opportunity for us.

I understand the kiosk reps need to work on activations and stuff but I've seen like 3 or 4 staff at the Koodo shop in my mall standing around a computer for something. I'm sure ONE of them could be helping a customer. You're not selling phones your entire shift. I have to deal with inventory ordering, making schedules, transfers to other stores, cycle counts, organizing phones in my safe, field rep visits, etc. Too. I know you can be busy but it's your job to help those people who need it.

II sell all 6 carriers and we're the only place for Koodo for 35km or so... And I only have one full timer and a part timer. We would still have helped you add your US texting. My apologies for your sour experience.
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dvdshrv

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Jonathan,
Thanks for raising the issue of clients not using Customer Care. I'm sure there are lots of people in that category. There are lots of people who only have a cell to do everything on and there are older people like myself who just want the phone to work with the features you want. They have no home computer. I just simply feel that as a paying customer I should get the customer service that goes along with the service I'm paying for.

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