PSA: 10GB plan still available but...

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  • Updated 7 months ago
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This is partially a PSA and partially a complaint/question about Koodo’s customer service... I have been with Koodo since 2012 and my plan before today was 3 GB/$65 so obviously I was frustrated when I heard that initially the new 10 GB plan was for new customers only. Today I found out (after finally getting through to 611) that they’re still offering the plan to loyal customers BUT you only get the full 10 GB if you called just once during the promo period to inquire about it. This logic makes no sense to me though, I didn’t call during the promo period because they said it wasn’t for existing customers but now they’re rewarding the people who did? It just seems like a poorly rationalized excuse to limit the offer as much as possible for existing customers. The rep offered me 5 GB + 2 extra GB for 2 years for $60. 7 GB is more than enough for my needs but it’s just the principle of it all that’s really upsetting to me as I work in the customer service industry as well and would never handle loyal customers in such a manner.

Also I originally had called on Thursday to inquire and was told that someone would call me Friday morning, then no one called and I spent about 3 hours total between Friday and Saturday on hold with no apology or explanation given. I know many people waited longer than me but I’ve been working 12 hour shifts so my free time is basically non-existent and I was really counting on that phone call.

So now I’m wondering, did anyone out there manage to get the 10GB without calling during the promo period or did they get more or less than 7GB offered? I’m curious to see how uniform they’ve been with implementing their offer extension.
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Crys O

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Posted 7 months ago

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Timo Tuokkola, Mobile Master

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No. Nobody is getting the promo if they called in after it was over. The only ones still getting it are the ones who waited on hold for stupid amounts of time to reach a customer service rep and were promised a call back once that customer service rep was finally able to reach the retentions department after an even more stupid amount of time.

No, they shouldn't have started giving the plan to people who aren't eligible, but in all honesty, sticking to their guns would not have stopped people from calling in and arguing with them to try and get the plan. As a customer service rep, I'm sure you can understand that at a certain point it becomes all about whatever will clear the queue.
(Edited)
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Ivan, Mobile Master

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Short wait times for most of the year are rather meaningless when we can do most things ourselves with Self Serve. I'd rather never have to call in. We just need to be able to do more through Self Serve.
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Dennis, Mobile Master

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Like unlocking your phone, swapping sims, changing to a promo/Seasonal hold plan, etc
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Crys O

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In no way did I say that Koodo shouldn’t have offered the plan to existing customers. I was saying that it wasn’t fair to give the full plan to people who just happened to call in earlier. I’m sure manyyyy people with a significantly less tenure with Koodo than me got 10 GB, that’s what I was saying seemed unfair by customer service standards. Client tenure is generally valued by service industries. I get that there are always promos for attracting new customers exclusively but I also disagree with them when they put existing customers at a significant disadvantage (e.g. newbies getting 10 GB for less than my 3 GB plan). Hopefully we can get unlimited data in the future, I think we can all agree that Canada’s lack of competition puts everyone at a disadvantage. Meanwhile in the states every major provider has affordable unlimited data plans...
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Timo Tuokkola, Mobile Master

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If you went into a store January 2nd and said: "I came in on Boxing Day but left because the line was too long. I want the deal you were offering then", do you think they would give it to you? Is the same thing here. People who waited on the line got the deal. People who gave up or didn't call in in the first place didn't.
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Dennis, Mobile Master

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The lack of consistency is what gets to me.  In the past, the plan, was the plan, was the plan.  Now, Koodo has moved to a Rogers type style where the squeaky wheel gets the grease.  Call in to complain and you get rewarded.

I thought Koodo wanted to lower the number of calls into their call center?  This new way of business might be counterproductive.

The US plans are actually looking better these days.  But with net neutrality gone, watch for plans to be throttled for certain services

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