Refer a friend did not go through

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  • Updated 2 months ago
Koodo kiosk manager made a big mistake. I walked in to switch my and my parent's services to koodo today and before he started the process I asked him if he wanted me to set up anything first because my friend sent me a refer a friend link. He said no we need to activate the account first, pay for the sim card and switch my services to koodo before I could use the refer a friend. I was skeptical about that because I've read a few forums about how you need to click on the link and set up an account first. He assured me he did it before and knows what he's doing. He then switched both our phone services to koodo, using 2 accounts. I was really afraid he made a mistake and suggested again we use the link first. He said not to worry and that he was right but to reassure me he would call support. Support said he made a mistake and now I have to email them about it to MAYBE get the refer a friends rewards back.l for myself and my parent. All the manager said was 'sorry, but I've done it like this before and it worked' everything I read says you have to make an account online first and then do the rest of the setting up, payment, etc. What can I do now?
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Niki

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  • upset

Posted 2 months ago

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Dinh, Mobile Master

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Hi Niki,
Is that a Koodo Kiosk or bestbuy, wowmobile store? I am surprised to hear a manager did it that way.

the first thing you could do is to ask him to write a note on your account, that it was his mistake in doing the referral. From there you could have a proper record of things. If you didn't have a note, other rep might not honor it at all. As the credit is 25x2, it might be easy to get back.

Did he give you any number to call or email ? I would try to be polite and ask them nicely to get it.
(Edited)
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Niki

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Hi Dinh,

Thanks for the reply. It was a stand alone koodo kiosk in a mall. I've already left the place, but he didn't give me a number to call, or leave a note on my file. All he asked me to do was write an email to customer service through koodo mobile website. He did nothing else for me. I asked for his name and the name of the support staff on the phone. I'm very upset because I had asked him many times before, during and after activating and creating the account. I wonder if I should call in to customer service tomorrow and ask if someone can help me with it. Surely they can see it was done from a store? I'm just not sure if the manager will just deny that I didn't show him the refer a friend link (although there was a camera right at the kiosk). Also, it would be $25x2 for myself but also $25 for my parent and also $25 for the person who referred me. None of this was done when it should have been.
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Dinh, Mobile Master

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As he said so, you could choose to click on the "Contact us"  below and send an email with all the detail to Koodo. I would suggest you also come back there and ask him to make a note on your account  and ask him his name if possible.

Normally the manager has some discretion to give you some extra credit. As Koodo support lines are jammed with calls and messages now. You might have to wait to hear back from them. You could also call/send messages to Koodo facebook if you don't hear anything back from the email.
(Edited)
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Dennis, Mobile Master

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What was the store location and city?
Do you have the manager's name? It might be on your Service agreement.

If you dont hear anything back from Koodo in a reasonable time I would go to your old provider and try to get them to undo the port.  Then Re-do the port but after going through the referral process.
Do the referral for your first.  Then set your self up and send yourself a referral and do your parents next.  Maybe go to a different kiosk so someone else can earn your commission the right way
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Niki

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I called customer service yesterday and asked to speak with a manager/supervisor right away. She credited back the right amounts for myself, my parent and my friend. She then told me she couldn't believe that happened to me and gave me a $50 credit if I buy a phone from them. I didn't realize at the time that $50 offer was already offered to anyone looking to buy a phone. I'm already regretting switching to koodo. Public mobile didn't have people on the phone helping you, but they never screwed up my biling or referrals. Nonetheless, thanks for everyone's help.
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Dinh, Mobile Master

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Niki,
Good to hear that you got it resolved !

I would let it go, and enjoy new people of the new carrier. As this is a postpaid service, you would see more interactions around. If you need any help you could ask the Community or go over their Help page.
(Edited)
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Angel Tigrero

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Same thing happened to my wife an me last night. I mentioned about the referral and the girl doing the activations told me I can do it after activation or when I go home. I had mentioned my brother in law was already with koodo and wanted to do referral and very positively said no worries we'll do it after and by time we both got signed up it was closing time and they told us to go set it up once we get home. She was WRONG! I called koodo and they just gave me a text to email but I'm having trouble finding my brother in law is system buggy?
Our plan was to do first credits to him and me. Then my wife and me.

Please help
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Dinh, Mobile Master

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Angel,
Did your brother send your referral and you redeemed it before the activation at store (you could do it by yourself)?

If so, you could follow the steps of refer a friends https://referafriend.koodomobile.com/public/home.pg  You need to complete step 4.
(Edited)
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Angel Tigrero

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No I didn't receive anything we didn't know it worked like that. We thought upon activation we give them the number of person who referred us. But they didn't care. They just wanted to sign us up. Funny at the end the other sales associate asked for his friends number and asked my details again for referral to give his friend. He was saying if I wanted a free $25 credit and I mentioned again that I had already mentioned that i wanted to get referred by my brother in law and i would refer my wife. Then he said i could later then.

I'm upset that we mentioned how we wanted to do the referrals. And even if without my brother in law part. I said I wanted to refer my wife which in that case they should have said after signing me up first refer my wife and then set her up.
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Dinh, Mobile Master

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Angel,
The referafriend rule mentioned  "The person being referred must enter their name and email address into the referral system before they activate their service with Koodo". Koodo only does the activation part in that process.

You  need to redeem the offer from your brother in law to get your credit. After that, you can activate. Then you need to create another account in referafriend website, and send invitation to your wife. Then your wife have to redeem it, and go to store and activate, and enter the number in the system.

It is a complicated process. The agent at store might think your brother in law has sent to both of you and activated for you both.

Again, I just tried to explain the process, you could try to send message to Koodo facebook and ask (if you don't want to wait on the phone). However, If you brother hasn't sent anything to you, and you didn't redeem it, then you missed the step 1 and 2. https://referafriend.koodomobile.com/
(Edited)
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Angel Tigrero

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Thx. I know that now but at the store I said I wanted to refer my wife and while registering me I asked when do I refer Her in the setup?

In the website it mentions that to refer someone I need to be an active koodo customer. So that would mean that once I'm setup I can now refer my wife
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Dinh, Mobile Master

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If your wife already activated, then you cannot refer her anymore (she is already a customer). You could try to contact Koodo directly and mentioned about the misunderstanding, and see what they could do.