I just sat on hold for 58 mins and was disconnected. What kind of customer service is this

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  • Updated 2 years ago
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Disconnected on hold
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Judy Gamble

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Posted 2 years ago

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Mathieu, Mobile Master

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Hi Judy,

What did you need help with? Perhaps we could be of assistance!
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Mayumi, Mobile Master

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Hmmm... I checked my notification through, but I can't see it.
Did you submit it?

And "Call back system" is that you leave your name and they will call you back on your phone. So I was doing something while I'm waiting. Then I received a call from Koodo. 
(Edited)
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DJ

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a couple days ago i was on hold for just over an hour. i did get the help i needed but a long wait. Koodo really needs to do something about this. unfortunately for me no call back was offered.
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Tiz

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@ Mayumi
 I definitely submitted it. But I believe you when you say that you did not receive it and I do not want to create a "Casus belli".
You are lucky if you can wait and eventually do something else while waiting. Unfortunately I do not have the time, the possibility, and the option to wait. So, first of all I try to solve my problem by myself, if this does not work I call Customer Service
and I expect to get an answer in, let's say, 10 min.
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Bernard, Official Rep

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Just confirming Tiz, no one deleted your comment....for what it's worth there are still lots of people who, unlike you, have't recognized easier ways to solve their problems and call right away. Thousands of calls for example for 'how much do I owe you' every month. I don't think most people care how much it costs us. It's lot! Don't expect to "win" this discussion either. Since we are business and not a charity we have to look at ways to operate more efficiently every day. There are multiple ways to recover costs. Raise prices for everyone or try to provide people for alternative ways to solve their problem. This forum is one of them. And if I look at the speed of resolution people get answer here twice as fast as than calling to the vast majority of their questions. There is still work to be done on our part to raise the awareness of the Community and people using it. So, that's on us. Cheers!
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Tiz

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I appreciate your comment and agree on the content of it. I know that there are people asking over and over the same questions (I see these questions on this same community site). I also thought, and I agree, that those people were charged for asking questions they could solve with a bit of brain or just checking on web sites or FAQ. A charge for time and, sometimes, for patience is absolutely fair and would fit into the concept of business. And here we come to the point,if you charge money for a service, this service is not part of charity but part of the business. Long life to all of you.
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Mayumi, Mobile Master

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Also, they have a call back system.
I called them today and it said waiting time was between 35 min to 50 min. You have choice to stay on hold or call back. I choose "call back", then they called me back in 40 min. 
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Judy Gamble

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I selected to be called back and a recording says they are not doing call backs at this time ....
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Bernard, Official Rep

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This is the best place to ask questions Judy. Fellow customers, and if all else fails, employees are eagerly waiting to help with just about anything. It's super convenient and you are not tied up waiting for answer. Give it a try!
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Geal Bhaine

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My phone was slated for dissconnect by the 22nd if no payment was recieve. I get paid tomorrow and was gonna settle up but ya's dissconnected me 8 days early, then yer automated service told me i'd be charged an additional $45.

Then i sat on hold for 1hr and 45mins to then be disconnected. Plus, yer automated service says theres a $10 fee for a customet rep to "make changes" to any account. Im curious as to what your definition of make changes is.

Regardless, someone better call me to straighten this out or Ill walk. I owe $220 before yer $45 charge today and $140 on tab. Not concerned about who knows it. If ya want any amicable resolve, customer retention, or further payments toward this account I demand, a confirmation via telephone that this charge has been removed.
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Judy Gamble

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I was interested in adding on internet to my cell but maybe it's not s good idea if it's they difficult to get assistance what if I have technical difficulties and need to call again . Not impressed.
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Bernard, Official Rep

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Well you get all kinds of assistance here. Pretty much around the clock. You have a number of lines with us. None of them have data included in them. And you also have data block on some so can't use data period. You would have to change plans to get data included on the line you want to. Or remove data block from them to use data on a pay-per-use basis. Al of this can be done online too.
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Judy Gamble

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Yes data
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Judy Gamble

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I am not familiar with technology I am illiterate there . So where do I start
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Bernard, Official Rep

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I think you are quite advanced! Look you are here, aren't you? :-) Now the best deal really depends on how much data you think you will need.

Start here to just get an idea how much data certain things eat up:

https://www.koodomobile.com/datacalculator  Click on the data calculator tab.

Then you could look at plans here:

https://www.koodomobile.com/rate-plans?INTCMP=KMNew_NavMenu_Shop_Plans
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Mayumi, Mobile Master

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And you can register for Self Serve account here.
Once you have it, you can check your usage, planchange(once per billing cycle, check your bill...etc :)

http://help.koodomobile.com/self-serve/registering/how-do-i-register-for-self-serve
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Judy Gamble

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I was interested in adding on internet to my cell but maybe it's not s good idea if it's they difficult to get assistance what if I have technical difficulties and need to call again . Not impressed.
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Tiz

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So, just in case you want to take advantage of the "Call back system" here you get your annswer.

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