Poor Customer Service

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  • Updated 2 years ago
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So Ive been with koodo exclusively for 4 years now as a monthly customer... Have never used any other carrier... and honestly... when it comes to customer service I am so over Koodo.


In August I purchased the Samsung Note 7. It then got recalled. I understand, it's not the end of the world. So I waited for instruction on what to do for the recall.


On September 8th I get a call from Koodo. Guy informs me of the recall, asks if I want to keep my phone, and when I say that I do, gives me instructions. I was told...

1: Take my phone to the local kiosk
2: I would get a loaner phone OF EQUAL VALUE
3: I would get a new phone as soon as Samsung started to issue them out.


Here's what happened instead...

1: Go to kiosk on the 9th (Oshawa Center, oshawa Ontario). Tell them about the phone. Idiot behind the counter looks at me stupid and says "We don't sell the Note 7. Did you get it from Telus'? So I had to fully explain the situation.

2: They had to call their rep for information. I get told that I was supposed to go to Samsung's website to fill out a form for the replacement. That I wasn't even supposed to go to the kiosk. She said she would send it out for me.

3: Get an S6 as a replacement phone. ...With a charger that doesn't even work. (Found that out when I got home.) Told I would get a call once it got in.


So...that's already screwed up.


2 days later I get a text from the koodo tracker with my tracking number. Go to check on it.... number doesn't work. Apparently they sent it out for repair first.... isntead of a replacement.


2 days after that I FINALLY get a tracking number. Try that one.. it works. Tells me my phone is out for replacement. It should be ready by Oct. 2nd. That date changed twice. it then said Sept 26th... and then september 30th 2016.  ...Which was fine.



September 30th rolls around. No calls. No updates. Nothing.

Oct 3rd. Tracking info STILL SAYS SEPT. 30TH! I go into the Kiosk in Oshawa Ontario (the one I deal with) and ask about the phone. Guy working there says nothing came in. Asks for my bill to track it down. Tells me he has to call his rep. Asks for my Phone# so that I didn't have to stand at the kiosk, and he would call me asap.

I waited for 2 days and still no call. (Also its now the 10th... NO CALL)

On the 5th I check the tracking # again... still says September 30th. Got no call from the guy at the kiosk No emails. Nothing. I was livid. So I sent an email to top level service to explain all of this... and to express my dissatisfaction with how the whole situation had been handled. Website says 24 hours for a response. This is not my first rodeo with Online customer support so I can understand a potential 48 if needed.


Well. It's now 5 days later.... Tracking site still says Sept. 30th, No calls, no emails, and Toplevelservice hasn't even bothered to respond.

Guess how I feel now?


I used to talk koodo up to everyone I know. I got quite a few people using their service. But the customer service blow. Big time. I started with koodo when i got my very first phone. Now...? I'm to the point I'm possibly going to ask for a refund and sever ties with the company. This is unacceptable. One email. One phone call to explain something got fucked up... and I could understand. But complete blackout silence?

The part that pisses me off the most is that I'm paying a phone bill... I'm paying a tab... for a phone I'm not even using. And the one I am using? Well, it sure as hell ain't a phone of equal value.

/rant


Koodo was great in the beginning. Really, it was. But this incident has left a severely sour taste in my mouth.
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Sidtheviciousyt

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Posted 2 years ago

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rikkster, Mobile Master

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The Canadian Product Exchange will offer consumers the following choices:

1. Exchange current Galaxy Note7 device with a new Galaxy Note7
2. Exchange current Galaxy Note7 for a Galaxy S7 or Galaxy S7 Edge through the carrier or retail outlet where they purchased their device

http://www.samsung.com/ca/news/local/...

An official Koodo rep or employee will likely see this post and should be able to render further assistance. FWIW, the rep at the kiosk was correct in advising you to fill out the Note 7 exchange form online:

"To register for a Galaxy Note7 Exchange, owners should visit: http://canadanote7exchange.expertinqu... to initiate the Galaxy Note7 product exchange".

The problem; you'd be without a phone while waiting for your new Note 7 to arrive, so a similar Samsung loaner phone is offered. The S6 and S6 Edge were last years' flagship devices, btw. The S6 loaner is simply to get you by until your Note 7 arrives.
(Edited)
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rikkster, Mobile Master

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Thanks for the updated info, David.
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Ivan, Mobile Master

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It's now official from Samsung - the Note 7 will not be back. They've killed it for good. Hopefully, the next product will not be rushed. This has been very damaging to the brand.
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Timo Tuokkola, Mobile Master

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The word that comes to mind is clusterf**k...
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Ivan, Mobile Master

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And yet, it still doesn't seem to be harsh enough.
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Sidtheviciousyt

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Ffs. This sucks... Only reason I wanted the Note 7 is because of the pen. I wish koodo had the Note 5, I'd get that instead, even if it is an older phone...  Bah. It is what it is, I guess lol

As for the rest of the info, most of that, i already knew.  Problem is just how things were handled. I've been told to do things the wrong way, not gotten answers after the fact, and just feel lead around. I don't normally put out for the current gen phones... but I dropped $700 right away for the note 7 (tabbed the rest) so it's a little aggravating after going through all of this. 

I know it's not all Koodo's fault. Samsung also dropped the ball. But a bit better communication on Koodo's end would be better appreciated.  

Thanks for the answers, all. Sorry to have come off as a prick in the OP- Just frustrated. /highfive
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Levis, Employee

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Hi , we're sorry you had to go though this difficult experience. As David mentioned above, Samsung decided to stop any further sale and replacement of the Note 7 until they can investigate recent reported cases. Once we know more about the updated process, we will contact you with instructions and make things right for you. Would you mind sending us a private message on Facebook, so that we can access your account?
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Sidtheviciousyt

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Ah balls. That sucks. Alrighty, will send off an PM over on FB. Thanks :)