I am rather disappointed with Koodo

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I am rather disappointed with Koodo, I switched from Rogers with a 6GB data plan and eligibility for a free phone to Koodo just over a year ago because I was tired of the customer service with Rogers and I now pay the same for a 2GB plan. My brother told me about how when he cracked the screen on his phone he called Koodo and they took off the amount on the phone that the insurance company had deemed was depreciated value (2% per month) so I called and asked for the same only to be informed that this service was no longer offered. I'm now paying for a phone I no longer have that would have been free with Rogers and the same for a plan with 1/3rd of the data to a company that actually charges for customer service. Another service that had helped sway me to join was the positive tab balance after paying off your tab... Also removed. I feel a bit like I got swindled here, switching to this company for what I thought was amazing customer service despite getting a worse plan only to find out they keep cutting the services that brought me here. I know where I will be buying my next phone... not here. Good thing I can cancel my plan once I finish paying off the phone that is in the trash, much like their customer service.
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Devan Mundy

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Posted 1 year ago

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Allan, Mobile Master

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I am curious as to what plan you currently have with Koodo and the phone that you were offered for "free" from Rogers.
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Devan Mundy

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Free as in after 2 years you are eligible for a free phone upgrade and the plan is 1gb + 1 free gb for $50 and my bill ends up the same as I paid for the 6gb I had with Rogers before switching. 
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Devan Mundy

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Yep, was a really dumb move to switch over.  I got tired of having to call customer service for errors on billing because I live near the U.S border and my friend had Koodo but never had the billing issues so I switched. Other than that I was much happier with Rogers :(

-In my case it was better customer service, value and wider coverage.
(Edited)
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David, Mobile Master

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Oh, gee, you could simply have switched your phone from automatically selecting the network to connect to, and selected Rogers only, and avoided all those calls. 
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David, Mobile Master

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You can cancel your plan anytime you wish, no need to wait until your balance is zero. Any outstanding TAB on your phone will be added to your final bill.
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Devan Mundy

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Lol, you seem to know more than they did David! Wish you had been on the line for one of my monthly calls with them.
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Devan Mundy

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I know, I will wait until I leave for my trip though. Just such a let-down, for the limited amount of time you spend dealing with people through these companies you hope they will meet your expectations. I will try another when I get back.
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Dennis, Mobile Master

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If you signed up with a plan that offered a postive tab, then you would still have it (assuming you didnt change your plan).

I am unaware of the 2% depreciation for a damaged phone that you are referring to.  Was this a protection plan your friend purchased with your phone?  If you had the protection plan, you would qualify for this too.

Just to be clear, Koodo doesnt just cut your service from what you have.  If you dont have it, it means you didnt sign up for it or you changed your plan away from it.
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Devan Mundy

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I did not sign up in time for the positive tab balance, I just meant, that kind of service is why I made the change, I never looked into whether they had removed it before signing up because I expected to be a long term customer and for things like that to stick around considering it was one of the only things that made them stand out against the competition that at the time was only offering contracts but with free upgrades at regular intervals. Otherwise the only point in switching is if you don't think you will want to stick with Koodo in the long term.... which kind of implies a lack of faith in customer retention from them in my opinion.

The 2% is not a number from Koodo but rather my cell phone insurance through Visa. It was a service that was not advertised in any way. He called them after breaking his phone and they were sympathetic toward the fact he still had a significant tab balance and needed a new phone but was not happy about paying off his tab before he could start a new one. This was about 4 months ago and when the same situation occurred with my phone, I called them today to see if i could also recover some of the depreciated value on my phone (as he did). They confirmed that he had in fact received compensation via his phone number and after 10 minutes on hold and speaking to 2 agents I was informed that the customer service reps no  longer had the code that allowed them to make these changes (they haven't for the past few months). They said the only thing I could do was pay off the balance of my tab and buy a new phone. It is frustrating for me because I was not awarded the same treatment under the same circumstances after buying my phone at the same time for the same amount because I happened to break mine a few months later than him.
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Chad Burr, Mobile Master

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Devan, while I sympathize with you I Must say it's your responsibility to research what you're signing up for. If you opted for device protection when you purchased your phone, you'd have other options here.

Koodo hasn't offered positive tab credits for a couple years now (I think).

I'm sorry your experience wasn't what you were expecting but I don't think your expectations were realistic either.

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