Someone has added data to my wife's phone. We did not ask for it and we do not want it. Did Koodo do this? If they did why?

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  • Updated 2 weeks ago
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Gerald A Henke

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Posted 3 weeks ago

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Lesley

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Check your account online.  They're running a free promotion, 1GB of data no charge, valid for 60 days, drops off automatically.  Should say $0 beside the add on.
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Goran, Mobile Master

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It probably just used a standard template. Doesn't quite work so well in this case.

I'd always monitor my account regardless in case of a wrong charge or something but I guess you could pay attention to your bill to see its correct in 60 days.
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Terry

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Monitoring your account is great. Having to check it to make sure that an add-on you didn't request is removed and not generating costs for your next bill is a nuisance. Having it presented via a standard template that doesn't apply is annoying. If Koodo wants to offer a free promotion, they can offer it, instead of imposing it and causing confusion. 
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Lesley

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I'll take your free data Terry :).  If you are worried about being charged for it later, you could just remove it from your add ons now.  Sounds like the email could have been worded better but it's an excellent marketing strategy and I've had free stuff from Koodo before with no issues.
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Gioia Acacia

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Should ask first instead of presuming we want freebies. It's getting to close to some line of impropriety... it's not respectfully asking permission before doing something to our accounts.
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Lesley

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It's a freebie. Would you be upset if a restaurant brought you a free dessert as a surprise because it was your birthday?  If you don't want the free data, login to your self serve and under 'add ons' you can remove it.  I wish there was a way for me to take all this free data that nobody seems to want :) 
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Elinor

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It's not an excellent marketing strategy at all, in my opinion.  As the OP says, the wording requires the customer to change the"freebie" or start paying for it in 2 months.  This is exactly what Rogers does with cable tv -- negative optioning. 
It's all very well for our hard working MMs to assure people not to worry but MMs are not employees.   Koodo is calling this a change made by the customer.  That's a lie.  It is placing the onus for avoiding additional charges 60 days from now on a whole bunch of customers without their permission.

Koodo management should send emails to each person affected clarifying the terms of its offer.  The problem is that no one in management seems to know how to communicate clearly via email and website.  A good marketing strategy requires a publicist who can communicate unambiguously.  Koodo lacks this.  And Koodo is very careless about its wording  most of the time.  If MMs were to review the past 1000 questions,  I bet a good chunk of them would involve a) confusion over terms of easy roam;  complaints that the offer of a new phone appeared to allow the customer to keep his/her plan but didn't;  confusion over eligibility for plan deals if one has their own phone, etc., etc. 

I really hope Koodo hires some competent communicators to address these issues instead of relying on overworked (but still great!) customer service reps and the mighty (and volunteer) mobile masters to fix the company's mistakes.

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Lesley

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As a marketing professional, I can say it's definitely an excellent marketing strategy, it's the execution that needs work.  You give something for free to your customers for a prescribed period of time, then when it's going to expire, BOOM you send them a promotional offer to sign up for the thing they now have gotten used to having and can't live without. The text message was much more clearly worded.  When the change was made to customers plans in order to give them the free promotion, the email sent was an 'auto response' style email that gets sent out when any change is made to a customers plan, unfortunately the template wording of 'You've recently changed your Koodo services' should have been edited for the promotion to more clearly reflect that Koodo had made a change, not the customer.  It also should have been more clearly stated that the add on is $0 and expires on October 1, as well as advising customers they could remove the add on if they so chose.  If they had turned off the auto response 'account change' email and instead sent a clearly summarized outline of the promotion, this would have been a marketing win. Also, just as an aside, you do not need to 'opt out' at the end of the trial to avoid additional costs, the add on will just disappear at no charge.