KOODO Web store unresponsive

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  • Updated 4 weeks ago
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I recently ordered an iPhone 6S from KOODO's web store, which I want to return. I sent an email plus left a voicemail, neither of which have been returned. Although only a day has passed, the store's limited hours of operation (Tues to Fri from 3 pm to 9 pm EST) mean I can't afford to be as patient as I would normally like. 

I noticed that several other customers have had to resort to the Community Forum to get any kind of response. My experience with KOODO through the years is Customer Service is usually very good when you talk/communicate with an actual human being, however sending emails or leaving messages is practically useless. 

This lack of responsiveness now has me considering not just returning the phone, but cancelling both of my plans. 

P.S. Interesting that there is a posting option for "Praise" but not for Concern or Criticism.
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Steve

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  • pissed off

Posted 4 weeks ago

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Goran, Mobile Master

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You're gonna have to wait until they get to you so an send out a return envelope for you to send the phone back in. Youre ok since you sent an email it goes by that day for returns. If it starts getting excessive thensybe you can speak with a rep by sending a private message to Koodo via Facebook Messenger or DM via Twitter if there is something that they can do.
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Steve

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Thanks Goran, however the wait-and-see (if they get back to me) approach and weird store times are inexcusable in this day and age. I think this is the first web store I've encountered with 'banker's hours" and I'm 54!  :) Having worked in the software industry for many years, there is no reason why much of this can't be automated (e.g., automatically acknowledging customer emails, refund request form, etc.) Most customers just want to know that their request has been received and will be acted on in a timely manner. A good example of customer service efficiency is Amazon, which makes most Canadian companies look like they're in the Stone Age. Anyhow, I appreciate the quick response. If KOODO responds appropriately, I'll be more than happy to update my post. For now, the jury is out.
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Dennis, Mobile Master

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The web store is not something Koodo excels at.  But it makes sense since their core business is not their webstore, but network connection and plan offerings.  I think this is why restaurants use skip the dishes and ubereats
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Mats

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Not sure that it makes sense since, as Steve points out, just acknowledging customer emails would make things easier for everybody including Koodo.

Skip the Dishes though, thumbs up :)
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Dennis, Mobile Master

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I agree that some kind of automated reply and then possible a redirect depending on the question would be better.

Email is prolly the worst.  A guided and directed form would be best for organizing

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