Make getting a new phone easier

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  • Updated 5 years ago
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I am in the process of looking for another cell phone company because Koodo makes it too hard to get a new phone.

When I first signed on in Feb 2009, all I had to do was go to one of the stores in Sydney, Nova Scotia, present ID, I wasn't asked for a credit card and I didn't have one at that time. I was given the phone which I paid off with the tab. In 2010 I got a new phone by calling in and ordering it. I was back home living in Yarmouth, Nova Scotia. Nearest store was 3 hours away to get a new phone. Again, I was not asked for a credit card.

Now I need a new phone and I can't get it without giving them a credit card number. I have never been late with a payment or anything. I have even sent business their way. I will not give them the credit card number and here's why. I work in a call center and I know how that works. They get the number and the next thing you know you are being charged for something and just try to get your money back. Good Luck!

The customer service is bad as well. You either can't understand the agents or they don't know what they are doing. It's just too irritating and I've had enough. I should've left after I got the first phone paid off.

Beware of extra charges on your bill. At one point a $5.00 charge showed up on my bill for 4 months and no one could tell me what it was for. They told me to call Microsoft to remove it!!! What? Why? They went as far as saying I had them add a service to my phone. I said I have never called Microsoft for anything in my life and what service? It took 2 months to get this straightened out. They never refunded that money but they did finally stop billing it.

The latest and last fiasco was my attempt at getting a new phone. I tried calling their webstore number and all I got was voice mail which I left my name and number and said I needed to get a new phone. I called about 5 times, no one ever answered and I left the same message each time. No one ever called me back. I had the email address of one agent who helped me with something previously so I contacted her. I told her I couldn't order a phone thru my self serve because it just wouldn't take the order. She got someone from the webstore to contact me via email and told me that ordering the phone thru self serve didn't work. Then he proceeded to give me directions on how to order a new phone THRU SELF SERVE!!!! Hello? Anyone home! I'm done.
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Juanita

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Posted 5 years ago

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Timo Tuokkola, Mobile Master

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Best of luck finding ANY provide who will sell you a phone by mail order without providing a credit card number.
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Juanita

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Well for 4 years I didn't have this issue with Koodo. They even told me in email the other day I could go to one of the stores that sells Koodo phones and get it without a credit card just like I did to start with. But from here that is 3 hours away. There are other providers in this area that I am checking out though. I'll find someone.
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Some random Mobile Master, Mobile Master

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Hold on a minute Juanita... If I get it right, you're saying that back in 2010, you ordered a phone, by phone and to be shipped by mail, and Koodo did not ask you for a credit card number?

I'm very sorry, but I've never seen this from ANY company before. They have to make sure they'll be paid, they cannot simply take your word for it and look at past payment history. Just like when we buy things on the Internet, we pay first, then the item gets shipped, it's always been like that.

I'm very skeptical about Koodo sending you a new phone out of thin air without any form of monetary back up.
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Jonathan I, Mobile Master

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I'm curious as to what the $5 charge was for. Did you have a talk and text plan and use data inadvertently?

Also who told you to call Microsoft? Was it the store or a rep over the phone? Did you even look at the charge was for? It's on page 3 of your bill. That's really bizarre.

Customer service is one of Koodo's selling points; they won the JD Power and associates award 2 years in a row now for customer satisfaction. Again, do you mean a store at a kiosk or someone on the phone? Don't let a few bad grapes spoil the whole bunch.

If you're having difficulty finding a Koodo shop nearby... What about a retailer? Mobile Shop is located inside of Zehrs, Superstore, etc. See if there's one near you? We activate and upgrade Koodo.
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Juanita

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Jonathan, I never could find out what that charge was for. There was no explanation for it on the bill and no one at Koodo could tell me either. I only had a talk plan at that time and it was just for Nova Scotia. I had nothing else on my plan at all.

I also resent the tone when you said, "Did you even look at the charge was for? It's on page 3 of your bill. That's really bizarre." Of course I did, I am not a stupid idiot!

It was 3 reps from Koodo who told me to call Microsoft and each time I asked why and they said because it had to do with them. I said how. No clear answer. One did go as far as saying that I had to have called them to add the service onto my account. I NEVER called Microsoft for anything in my life for anything. For what dang service? No one could tell me.

First of all I don't know how Koodo got anything from JD Power. We get it as well and I know how JD Power works.

I originally got my first Koodo phone at a store in Sydney Nova Scotia, after that I always called in for whatever till they started telling me about charges for talking to them which is just beyond stupid. The website at that time was not user friendly either. Before you accuse me of do I EVEN know how to use a website, I work for an international Domain Registrar and I build websites, fix emails and so on.

You are sounding more and more like a Koodo employee. I am not comfortable with this forum so I will be signing off from it.
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Timo Tuokkola, Mobile Master

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Ah, "you sound like an employee." The internet forum equivalent of sticking your fingers in your ears and yelling "clang, clang, clang, went the trolley".
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Jonathan I, Mobile Master

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Well I don't work for them but I do sell them.

In any case, I still don't understand what that charge was for because contrary to what you probably believe, Koodo doesn't just charge you random things unless it's an overage on calls/texts/data, LD/roaming not included in your plan, or something that an app/text system has activated, even if accidental. You're omitting information. It will show up under SOME category, even if it says "premium text messages - $5" or "pay per use data - $5" or something like that. You can't just say "there was nothing on the bill" because even if it doesn't explain much, it shows up there in a category SOMEWHERE. Could have been a data leak on a smartphone? You sent a picture message and the phone auto-synced or updated an app in the background without you knowing?

I'm also finding it hard to believe that you've been through several reps and they can't explain ANYTHING?

You're omitting information or you're just here to whine and complain.

Also I never once called you any names and was never rude with you. Good job with the "I'm not a stupid idiot!!" bit... I didn't assume anything of the sort. I was trying to help find a solution and you shot me down. I also didn't assume anything of your ability to use a website. The person assuming the most here so far is you.

I think we're better off if you do leave us alone and enjoy your new carrier, whomever that is. Your messages aren't a positive contribution to the community.
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Starfox

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^^STAR
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G R

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You can get a prepaid credit card (yes, oxymoron) from a convenience store / gas station / money lender store or one time use card from your bank (if they offer it and this may take time) for the amount Koodo is asking and give that. If they are using AVS, this might be a problem or you may have to call the pre-paid card supplier first to enter your info in the system.

Alternatively, you can order online and have it delivered to you. Only the payment processor will see your credit card info (not a person, as its automated). Same when it comes to paying your bill, when processed online.
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Timo Tuokkola, Mobile Master

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Koodo does use an avs system, so not all prepaid cards will work. For some reason, canada post prepaid cards always come up as international credit cards as well.
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Mayumi, Mobile Master

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I thought Koodo doesn't take Prepaid Credit Cards, Debit Visa cards...
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Marcus Fenix

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PrePaid Credit Cards may work. Visa Debit does not.

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