Suggestion for better warranty service..

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  • Updated 5 years ago
I suggest that when a warranty cell phone is supposed to be sent within 3-5 business days, and in the end technical support doesn't bother to inform the customer that the send out address needed to be updated before it could be sent, that someone should contact the customer and make it right not let it go unnoticed. After 8 business days, "I" had to call to follow up with Koodo, and I wasn't provided any rushed parcel service or apology. I was told that I will "have to wait the 3-5 days" AGAIN!. Just a suggestion if you are looking for happy warranty customers. Been with Koodo since the beginning in 2008. Disappointed with the service for sure, especially for a very loyal customer.
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adam murphy

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Posted 5 years ago

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Myke

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Understandable frustration. The address is supposed to be updated every 90 days(it's part of our quality) and yes, agents are supposed to confirm where the PRE package is going.

If you don't receive anything after 5 business days, I do recommend contacting Koodo to ensure that everything was set up correctly. Keep in mind that Agents are humans and errors tend to happen, and yes, it does suck when they do happen.

However, accounts can't really be looked after by Koodo on a daily basis if they customer isn't on a call because it's not not possible. It's usually up to the customer to keep up with what's going on with their account. While it may seem unfair, it is fair because the account is the Customer's responsibility. That's why for billing, customers have to call in and dispute issues. If customers don't call in to dispute any issues, Koodo assumes that everything is going fine.

As for your situation, I do apologize that a mistake was made, though I hope the $25 PRE fee was at least waived due to the mistake.
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adam murphy

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I understand that the agents aren't at fault. I have nothing but goods things to say about the people, but the process isn't very satisfactory. The waived fee would certainly help, but unfortunately neither the agent or the manager offered.
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Myke

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I'd recommend calling back in and seeing if you can get it waived, at least as a good will gesture. It's what I would do.
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Rocky Balboa

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Unfortinately, we're all human being and we all make mistakes. Based on what you're stating the agent never confirmed the address where the phone to be shipped. I would've personally credited you for the days you were without services. It's the agents responsibility to verify your address which in turn can cause this. Maybe you can call Koodo back and discuss exactly what you're looking for as for compensation or to keep you a happy customer.
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adam murphy

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The agent did in fact confirm the address and I updated it before the shipped package was supposed to be sent. I understand we are all human, and I have nothing but good things to say about the people, the process is causing the frustration (as in many cases in business; generally not the people). I attempted to ask for rushed service from the agent and his manager, againg they were great, but there was no offer of any waived fees etc. I don't want anything I'm not entitleed to as far as compensation goes, just some better service when a proess does not deliver it's intended result. A waived fee would be much appreciated.
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Myke

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3-5 business days is about as rushed as it can get without the cost being too high, as it is done by purolator.
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Zaphod Beeblebrox

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Generally when a package becomes undeliverable, a message of some kind is sent to the customer, have it be email, text, or call. It does sound like the agent you spoke with did not follow protocol when doing the Priority replacement. Unfortunately, even though this was no error of yours, there isn't a way to rush it faster than the 3 - 5 business days.
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adam murphy

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Can the fee be waived like the other agents are suggesting? In my mind, especially for loyal customers this should be part of the process if an error, through no fault of the customer, has occured. I have been without reliable service for 11 days, but am still being billed. I don't want anything more than an acknowledgement that the process is at fault and fees waived for my inconvenience. thank you
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Myke

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Give Koodo another call, calmly explain the situation and see if the agent is willing to do a credit as a good will gesture.
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adam murphy

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Thanks for your help Myke, Tyler c & Rocky
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Rocky Balboa

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You're welcome! Hopefully you'll get another agent who's more helpful
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Myke

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You're welcome Adam :).

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