Train all Reps to turn off data before entering sim card on new phone purchases/setup

  • 10
  • Idea
  • Updated 2 years ago
  • Under Consideration
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: 611 mention

Inspired by the following posts:
http://community.koodomobile.com/kood...
http://community.koodomobile.com/kood...
http://community.koodomobile.com/kood...

It should be standard practice when setting up a new phone for the customer:
1) Turn on new phone
2) Turn off data
3) Insert customer sim
4) Then set up new phone
5) Inform data has been turned off and customer can turn on if they want

This will prevent the rep from using customer data when the phone is being turned on for the first time.
Photo of Dennis

Dennis, Mobile Master

  • 196,080 Points 100k badge 2x thumb

Posted 3 years ago

  • 10
Photo of Justin Robichaud

Justin Robichaud

  • 5,002 Points 5k badge 2x thumb
Great idea, I actually always connect the phone to my WiFi here before doing any further set up.
(Edited)
Photo of Justin Robichaud

Justin Robichaud

  • 5,002 Points 5k badge 2x thumb
To add, I don't believe WiFi is the solution though. I'm priveledged enough to have it at my Future Shop location. A lot of mobile kiosks in malls, etc. may not carry the same luxury.
Photo of Ivan

Ivan, Mobile Master

  • 96,634 Points 50k badge 2x thumb
Yeah, the Koodo kiosks generally don't have WiFi (I haven't seen one that does yet).
Photo of Gerald Cook

Gerald Cook

  • 180 Points 100 badge 2x thumb
I purchased an LG4K on the weekend from a Koodo kiosk at the local Walmart. I expressly stated I only wanted the phone fot talk and text. I received a text from Koodo the next day saying I was being billed $10.00 for data usage.I checked my profile and the data usage was at time of purchase.
Photo of Paul Deschamps

Paul Deschamps, Mobile Master

  • 203,312 Points 100k badge 2x thumb
Jist because you ask for a plan for talk and text doesn't mean that you don't have access to data on a pay per use cost. Also you would of been using data to do things such as look at Web pages ect to use $10 worth of data did you think it was magically working dude come on. Oh and you aren't charged data for the first day or so that you have the phone so it would have been after even you accumulated that Data.
What you can do if you never want to use data is block data on your account by logging into self serve and going to addons and selecting to block data, do that and you won't be charged or be able to use any data for anything.
Other option is to turn data off on your phone in settings under data usage.
Photo of rikkster

rikkster, Mobile Master

  • 68,314 Points 50k badge 2x thumb
It's possible the rep didn't turn off mobile data during setup, which is why Gerald posted here in the first place. So, the customer leaves not realizing data is enabled and gets dinged for data. Brand new phone, customer not accustomed to where all the notifications or settings are or what they mean yet, you could eat through 100 MB of data in no time.

Plus, there's this: If Google determines an app update will fix a critical security vulnerability, we may make certain app updates regardless of update settings in the app or on your device. So the data usage could have been triggered by apps updating in the background and not necessarily web browsing. All the more reason data should be turned off during setup.

I'd call (611) and explain the situation to a customer service rep and politely ask to have the $10 charge reversed. There is a data block add-on that will allow you to send picture (MMS) messages, but blocks all other data. I think the fee is $2.
Photo of Dennis

Dennis, Mobile Master

  • 196,080 Points 100k badge 2x thumb
In general reps need to be mindful of customer data.

It even happened to my mom's flip phone. They were messing with her settings and activated her browser and used some data.
Photo of Justin Robichaud

Justin Robichaud

  • 5,002 Points 5k badge 2x thumb
I agree 110%!!

But that midnfulness stems from the reps personal desire to go the extra mile for their customers.

I do agree though, it should be a standard procedure and it should be taught. It shouldn't be "oh I just don't care today" it's most certainly not the mindset that has won Koodo the JD Power awards.
(Edited)
Photo of Mark Kokolsky

Mark Kokolsky

  • 10,722 Points 10k badge 2x thumb
I honestly believe that getting a smart phone without a Data plan is just an accident waiting to happen. It may happen when they first get it, it may happen later on. The only way to really protect the customer is with the data block on the account. But that also means picture messaging wont work. Its like putting regular gas in a car that needs premium, ya it works, but it will eventually cause a problem since its not meant for it.
Photo of Justin Robichaud

Justin Robichaud

  • 5,002 Points 5k badge 2x thumb
Agreed. I always recommend the data block on the PPU and 50mb data plan. If they decide not to take it I am very thorough about Data usage and overages.

I think it really boils down to the reps personal attitude towards customer needs and how far their going to go to ensure the best possible experience. That stuff can't be trained. It comes from the reps personal fire to take absolute care of their customers.

All you can really do is educate them on procedure and hope they follow it.
(Edited)
Photo of Ivan

Ivan, Mobile Master

  • 96,634 Points 50k badge 2x thumb
I think that smartphones can be very useful without a constant data connection.
Photo of BobTheElectrician

BobTheElectrician

  • 67,236 Points 50k badge 2x thumb
There should be a way to provide editable APN values to allow MMS but not internet if the customer does "not want a data plan", because for sure grandpa and grandma will want to share pictures at no charge without getting entangled in the internet.

Later on, if they want data, they can add the appropriate settings.

Some US providers split these items out individually.
Photo of RudyW

RudyW

  • 21,890 Points 20k badge 2x thumb
I think Chad here had a way of doing exactly that. If I recall the challenge was that it would only work on certain phones. It is interesting though that koodo's own prepaid plans (differentiate MMS) can do that but not monthly customers. Strange.
Photo of Paul Deschamps

Paul Deschamps, Mobile Master

  • 203,312 Points 100k badge 2x thumb
Koodo is working on bringing in the same way that prepaid works to postpaid for mms from what I've heard.

And as far as Bob suggestion that is already an option although it varies with many devices on how to achieve it and we're kind of subject to what the device manufacture figures is best to deal with the APN settings.

This conversation is no longer open for comments or replies.