Thank you for your positive reply.
There are two issues that upset me.
Complications with my $50.00 gift certificate when I purchased my phone and plan from Koodo, and
The behaviour of Koodo staff when I went to the St. Laurent Kiosk on Friday to resolve the issue.
Issue 1: When I purchased my phone and plan, the Koodo staff really thought 'inside the box' I wanted a plan with no data and minimal cost/air time. They gave me a plan that exceeded my needs and 2 x $50 visa card gift certificates. I used 1 immediately; but was not allowed to use the second for a month. When I went to use it, I could not find it; then when I found it, it had expired. So I went to the kiosk with the card and asked to have it replaced with a valid card. They refused and basically said tough for you. I am your customer; I pay you my hard earned money; I deserve to be treated better.
Issue 2: The attitude of the St. Laurent staff was well rehearsed suggesting that this problem occurs a lot and that they are following company policy. Their demeanour was callous and condescending – as if following the script of some corporate lawyer. I was very upset by this and said so; their reply was tough. I then said I would post this on the internet – they said go ahead; so I did.
My position is this. If your company thinks a policy of pissing a customer off over a $50.00 gift certificate makes good business sense then the person(s) endorsing that idea need to be fired. Here is why: your actions have cost you a customer who pays you > $40/month (or > $480/yr.) plus all of their friends and family that they can reach on the internet, plus everyone in every group that they are a part of. So I encourage your accountants to estimate how long it takes the word of mouth expression of the experience of one unhappy customer to cost you $100,000 and ask if its worth a $50.00 gift certificate. Those people there would not even support me in a call to customer service or even let me use a phone there to call customer service. ( On my phone the batteries constantly die.)
To solve this very quickly, all I want to do is exchange my invalid $50. gift certificate card for a valid $50. gift certificate card at the St. Lauent Koodo Kiosk and get an apology from the supervisor there for their callous behaviour.
What would make me happy is to have a Koodo phone plan for ~$20 month with about 100 to 150 minutes of usage and no data. Please call me at 613-721-3493 to discuss.
Also, your option to e-mail you is awful and does not work. -- because it leads you on a stupid path all over your web site.