Koodo Tabs for worse for existing customers

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  • Updated 5 years ago
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Koodo has rejigged the tab plans but at the same messed up the existing customers. To give an example: Say you was looking for Samsung Galaxy S4 -before you could have the Samsung Galaxy S4 for $625. Now you will have to pay $725. So for existing customer the price has prejudice value of $100.

On top, if you had a negative balance then not only you are not eligible for 15% upgrade.

Worst part is Customer care is not aware and I had to educate a customer care person today about it.

Now koodo is okay to write off balances for few customers if the agent is nice and if agent is bad then you will get told off!

Koodo has messed up for existing Customers
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Raza

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Posted 5 years ago

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Starfox

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So, what's your question?
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Some random Mobile Master, Mobile Master

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Well Raza, absolutely nothing in your original post could have lead any of us to believe that the question would be "when is this gonna stop?"... Your post wasn't a question, it was a rant. It's ok to rant, but at least, when you label your post as a question, write the actual question at the end so people can start proposing answers.
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Raza

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I was questioning specific koodo policies and standard of customer care. Why just term it rant? It was a question mate because called upon explanation of the policies & standard of Customer Care... Thanks
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Some random Mobile Master, Mobile Master

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Please re-read your original post Raza. There was no question asked in there. Starfox did not ask for nothing what your question was.
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Raza

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and I did pose that question in response buddy
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Some random Mobile Master, Mobile Master

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In your response, yes, but the question was absent from the original post, that's what I'm trying to tell you.
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Raza

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When this will end if at all?
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Zaphod Beeblebrox

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No one can answer that question as no one will know until the day it happens. Has this change affected you in any way?
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Raza

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Big way.. my plans got derailed. After reading the posts in this forum I can conclude that I'm not alone. End seems to be drawing towards cancelling the account since Koodo may have changed the strategy. More ads..less recommendations. if so then this post is another invain distress call from a sinking ship..
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rikkster, Mobile Master

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It's just a drill, stay tuned...
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Raza

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agree!
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Zaphod Beeblebrox

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It's not a matter if the agent is nice or mean (hopefully nice all the time)
it is a matter of wether or not the agent sees a reason to give an adjustment on the tab or bill.
The meanest customer can call into a provider and if the account situation justifies a credit, one is given.
I've declined credit towards customers both nice and not-so nice because the account history and situation wasn't justified.
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Chris Petersens

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Uhhhmmmm.....I think you are incorrect on a number of things. The S$ is $725 for everyone. The price went up equally for both existing and new customers.

You are alos eligible for the 15% even with negative tab. It just that you need to upgrade to a new phone and have a minimum of $30 plan. Again it's the same for new and existing. Actually it's better for existing because the new plans are more expensive, so existing customers still get to keep old plans and have the 15% as well.

Gotta check the facts first Raza. :-)
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Some random Mobile Master, Mobile Master

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Well, first off, I don't like Tabs, so I don't get one in the first place. I buy my devices outright and enjoy them on prepaid or on monthly with 10% off, so Koodo doesn't have anything to write off for me. And for the whole 2 years I've been here, I've never heard of anyone having their whole tabs, completely cleared, out of courtesy.So I really can't "feel" for you here.
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Raza

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Good for you mate ... you are lucky not to get dirty with bits and bites we have to deal with...
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Some random Mobile Master, Mobile Master

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Works well enough for me, and everyone's free to try it at home :oP
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Paul Deschamps, Mobile Master

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Raza when did you upgrade to a new phone? If you upgraded to a new phone since this new tab structure just came out then you are eligible for the 15% if you didn't upgrade to a new phone since this new structure was put into place then you stay at 10% till you upgrade to a new phone.
If you brought a phone to Koodo and get the SIM only/byod discount that stays at 10% no matter what it didn't change to 15%.
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Raza

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At last! sigh... a good response! Thanks Paul. You actually answered the tab part of my concern. Thanks again
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Raza

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Theoratically it should not but in reality it does. Two similar situation, two similar customers, facts exactly the same. One got the benefit and other is told that in business things happen and you have to live with those.

Few agents are trained enough to answer a queation or deal with situation while others freeze. Most of koodo advisors lack product knowledge. Few don't try to study basic things.

I had lodged a complaint with all the facts and today received a call from agent who wasn't able to verify stated facts despite clear description earlier in my email. As a result he had to put me on hold to verify all those.

Just rang 15 minutes ago to Koodo and they agent who picked wasn't able to speak one word with clarity. I had to ask that I'll ring back to try someone else.

So agent is a big factor in koodo to determine what the outcome is likely.
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Chris Petersens

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Why bother calling when yo get the answers here? :-)
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Raza

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or why even bother ;) because it hurts when you move koodo from a set plan based on recommendation and then find yourself stranded..
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Chris Petersens

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Huh? You lost me.
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Some random Mobile Master, Mobile Master

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Raza, please help everyone by typing out readable paragraphs. We try our best, but we're having a hard time getting what message you're trying to convey.
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Jonathan I, Mobile Master

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Alright, let's go over this:

1. When the price of the phone went up to $725 from $625, this affected BOTH new and existing customers. It's not like new customers are getting the $625 price now or something.

The tradeoff for this higher retail price is the addition of the new Tab tiers, a 15% contribution, and a 24 month payoff.

2. Koodo isn't preventing you from going on the new Tabs or plans... you can get them too.

In fact, say you had the $30 Canada-wide data plan that was around a while ago. If you wanted the medium Tab, you could keep that plan and just add $5 for the Tab charge. New customers don't have that choice; they have to take a plan that's in market.
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Raza

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Jonathan I was told I am on 15% and it was confirmed today that it is. However when i look at my account then it shows 10% and recent bill (beyond change) has calculated it at 10%.

As far as koodo policy goes about existing customers with negative tab on implementation of new tab system, it has no consistency.

few customers has been given write off of $50, others have a write of $100. few have no write off at all. I have compared the cases closely and they have exact match of circumstances. I can even quote cases if koodo customer care can contact me or ready to listen.

Buddy things are not happening by book here ...
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Zaphod Beeblebrox

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As Paul mentioned earlier, regardless what another agent told you, If you did not upgrade after the new tab system was in effect, you are still on the old tab system until you upgrade
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Rocky Balboa

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I'm sorry you feel that way Raza. May I add I am Canadian speak proper English and know koodo products and services on the back of my head. I agree with the previous posts you didn't justify the reason of your complaint(s). But I hear you I go through everyday helping customers like yourself with pride. Guess what?I got 93% on good customer satisfaction! Point being some of us agents care know what we're doing and do all we can to ressolve the issue even if that means going the extra mile. Do my question to you is,,,,,,,,What's the backing of all the complaints?Looking for better customer service elsewhere?Looking for something for free?
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Raza

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@ Rocky Balboa nice build up to the response but ended with same corporate thought. You think it is easy to ring customer cares of companies.. come here and complaint and then respond to all those who remind you merely terms and conditions and nothing beyond. Referring legal wording no courtesy? Sounds koodo should be in insurance business, I am not sure where agents like you are when I ring? I rang today at 2.55 pm and ended conversation by asking customer care not to do anything. Received morning call at 8 am while running for office. Agent wasn't sure of product so put me on hold and I had to stand by on roadside Reached office late just because I was on hold while agent was working out product knowledge. All this because I want something for free?
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Timo Tuokkola, Mobile Master

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I think the basic question here is: why do you feel you are ENTITLED to ANYTHING for free? What have YOU done for koodo that THOUSANDS of other customers have not already done, aside from calling to complain?
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John Lee

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This is hilarious.
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Raza

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Great that you could found humor and actually could come and express it.
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Some random Mobile Master, Mobile Master

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We've been having an influx of funnier posts lately, haven't we? :oP
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Raza

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Yep it is funny when you are not part of the story
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Some random Mobile Master, Mobile Master

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To be totally honest with you Raza, it's really hard to read this whole thread and not crack a smile, hehe. No offense meant.
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Raza

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Thats why mostly smiley people are found in insurance industry beating you on fine prints and laughing off a courtesy call :) Idea mate if you want to take unless thats what is your day job already ;)
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Some random Mobile Master, Mobile Master

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You couldn't be farther from the truth Raza. You wouldn't catch me dead taking calls, I'm a machinist and I spend my days programming and setting CNC machines. Completely the opposite of anything customer-related. Not that it matters in any way. And you really need to work on that grammar pal, seriously. And now, I'll be out of this whole thread since I'm obviously in no position to clear out your Tab. Good luck!
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Zaphod Beeblebrox

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I take calls and I love it!

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Some random Mobile Master, Mobile Master

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I love these memes :D
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Starfox

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I sent one of these to Peppy the Hare after I shot all of his targets down. He's not talking to me for the time being
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Yannick

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Hi there, I have to close this thread as I don't want it to go in the wrong direction :) Thank you!

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