Let prepaid users who switch to monthly keep their existing credits

  • 18
  • Idea
  • Updated 4 years ago
  • Implemented
I just read a topic where a prepaid customer was interested in switching to a postpaid account, but he would be forced to give up his existing account credits (http://community.koodomobile.com/kood...). Naturally, he's unhappy and may switch to a different provider.

What I propose is that customers such as him be given service credits in the amount of their prepaid account credits (or in the case of boosters, the "cash value" of their remaining boosters).

I understand the general practice of "no-refund" for prepaid if they choose to leave and that doesn't strike me as unfair. But, I know that Koodo (like any other carrier) prefers postpaid subs to prepaid subs, so this would be (at least in my opinion) good for both parties.
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Ivan, Mobile Master

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Posted 4 years ago

  • 18
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John Corcelli

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Ivan: I fully support that idea, because I just changed from pre-paid to post paid with a $55 balance.

The "no-refund" policy only favours the company, not the customer. If Koodo is so precious about being recommended to others and supposedly puts its customers first, than it only makes sense to be credited for balances in favour of the customer.

I've written Koodo directly for more information on getting a credit, policy notwithstanding.

I'll check in with any new information for all in the community asap.
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John Corcelli

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Good News: I was refunded !

I wrote directly to Koodo via their "contact us" template and asked directly for a credit to my post-paid account in lieu of crediting my Visa card. They did it! According to Koodo, "if you had a balance in your pre-paid account and it was cancelled, it will be forfeited...we have made an exception for you this time..."

So it doesn't hurt to appeal. Contact email is customercare@koodomobile.com

or you can go via the website.

I worked in retail sales for years. I learned that as a customer, it wasn't about them being "right" but being treated with respect if their request wasn't unreasonable. The kicker from a business perspective, I would hope, is to keep the customer satisfied without losing him/her altogether.
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Ivan, Mobile Master

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Glad to hear it!
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Some random Mobile Master, Mobile Master

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Wow, that's nice! In a way, not a bad decision on their part as that money is still going to Koodo anyway, so they're not "losing" profits by doing this.

Well done, Koodo!
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John Lee

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That's awesome to hear!
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Chris Petersens

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One of my referrals was a prpaid koodo customer and she had her balance trnasferred when she moved to a monthly account. It was done at a koodo store so maybe they know how to do it?
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Sophia, Mobile Master

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Nice idea, very similar to this one:

http://community.koodomobile.com/kood...
Also http://community.koodomobile.com/kood...

Note it was under consideration then, surprised it wasn't implemented yet! Thanks for reminding Koodo, Ivan :)
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Chris Petersens

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I think it's being done just not consistently.....based on my experience anyway. :-)
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Ivan, Mobile Master

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Hehe, I forgot about the suggestions - both were posted 9 months ago. I apologize for the cross-posting.

Interesting to note that one is marked "under consideration" while the other is marked "not planned".
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Chad Burr, Mobile Master

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I support this idea. It's an incentive to move off prepaid and transition to postpaid. Letting people keep what they've already paid for or issuing a credit seems like the right thing to do.
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John Lee

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Supporting this idea too. It would be such a waste for Prepaid users to lose all their money that they have put into their accounts when they want to switch over to Prepaid.

Also, it would potentially mean that Koodo would be losing more postpaid customers because of this as well.
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Ivan, Mobile Master

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Why do you think that Koodo would lose postpaid customers because of this? This is migrating customers into postpaid, not out of it.
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Chad Burr, Mobile Master

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If I'm reading John right,he means prepaid users won't be as apt to migrate if they are going to loose their built up cash value.
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Jru Gordon

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Other carriers do this, such as Bell/Virgin and I believe Telus, so I don't see why Kodoo wouldn't.
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Ahmad

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They only allow your actual $ balance transfer. Not what Ivan is suggesting of getting money back for the base plan/boosters. No other company refunds those.
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Ahmad

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I support being able to transfer any prepaid balance to postpaid, but don't necessarily agree on getting credit back for the base plan/boosters already purchased.
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Some random Mobile Master, Mobile Master

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But then, when Koodo brought Canada-wide minutes, nobody else offered it before them. My point is, there has to be a first that the others will follow, thus setting the "standard" you mentioned in your reply above. It may seem unusual now, but based on the sole reason that Koodo still wouldn't "lose" that money (prepaid -> postpaid), I still think it could be a motive for some folks to make the switch, imho. Just my 2 cents anyway, hehe.
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Ahmad

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I gave up on Koodo being a leader in mobile innovation after the 2year contract transition. I'm sure most of us have.
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Some random Mobile Master, Mobile Master

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You sure got a point here...... :(
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Ivan, Mobile Master

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We were tasked with improving Koodo customers' experience, not the experience of customers on competing networks.

As usual, it's up to Koodo management to implement or discard the idea. I will not be offended in any way if they don't implement it.

Yes, Koodo has not been very innovative lately. There's no reason that can't change.

Though I can't understand why you'd be viewing this as a "credit". Yes, I said "service credit", which has a slightly different meaning. The customer has already given those funds to Koodo. Those funds don't go back to the customer's pockets. If I'm the customer who has a $100 worth of boosters and needs/wants to switch to postpaid, why would I choose to stay with Koodo? Koodo's very competitive when it comes to prepaid, but its postpaid plans are very much in line with the other Robellus flanker brands. You know, the ones that typically offer more handset choices as well? ;)
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Some random Mobile Master, Mobile Master

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Yep, that was what I was referring to! The money stays within Koodo's ecosystem, so in that sense, it could be used as a good way to make someone who wants to switch, "stay" so to speak.

Many use prepaid by choice (I know I do!), but some people might be on it because at the time of purchase they had subpar credit. Now, maybe things have improved and they'd like to move to postpaid, so this would help them in doing so! :)

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