Trying to contact the WebStore...

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I recently purchased a Samsung GS 7 from the webstore. I am receiving e-mails asking me to call in and validate my purchase but 8 phone calls later I have yet to speak to a person. I've left voicemail and sent an e-mail.

Very frustrating.

If the order fails because they are impossible to contact I'll have to find a new provider, which would be a shame as the actual service (not customer) has been very good.

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Shawn Finnie

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Posted 1 year ago

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Ranjan, Official Rep

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I'd be frustrated too, Shawn.
Looking at the notes on the order, looks like someone tried contacting you today around the noon hour but they weren't able to get a hold of you. A voicemail was left - have you checked that? Also, is the number ending in 13 the best one to reach you at, and is there a time that works best for you? Let m know and I'll flag this with the web store team to try again.
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Shawn Finnie

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What time zone is the 3:00PM - 9:00PM support supposed to be in? It's noon now (PST).
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Shawn Finnie

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I see that someone called but the message was garbled. I called back the number and spoke with somebody in Customer Care who advised that they passed the message along.
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Shawn Finnie

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I've been advised by Customer Care that I spoke with that they were calling because my address had not been confirmed in the last 18 months, which seems a bit odd to me.

She advised that my phone will arrive in 3-5 days. When I receive it, I will close this thread.

As feedback however, I would like to offer the following:

I realize that people get very anxious when it comes to their phones and are, quite often, unreasonable. However the current state of Telcoms in BC is atrocious in general. This is one of the reasons that companies need to split; Koodo, Fido, etc. and we have new entries coming into the market all the time, Wynd, Freedom, Virgin, Verizon, etc. Had I have done my due diligence, I would have seen the frustration people experience when trying to deal with the Web Store and would've rethought my purchase. Facebook, this community, and the internet in general all seem to be in agreement.

There were no expectations set for delivery time, I was provided with a virtually unusable phone number with very unusual hours of support, an e-mail address without even an autoreply, and multiple e-mails saying my order needed to be verified (because my address had not been confirmed?) or it would be cancelled, all of which instilling a general sense of unease.

All in all, a rather poor experience. I left Fido two years ago because of shoddy customer service. With Koodo, I've seldom needed any support but the Web Store experience has left a sour taste in my mouth. In two years, when I go to upgrade my phone, if the only great deals are through the Web Store, I will be looking elsewhere.

I would recommend tweaking your online store to acknowledge a change of address and not put orders in pending, altering your hours of support and perhaps having overflow fall into Telus Mobility or some other 3rd party so that at least you've spoken with a human, and autoreply on your e-mails stating that it will be responded to within 24 hours (or whatever) so that people don't feel like they've bee cast adrift in the void.


-Shawn

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Ranjan, Official Rep

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Valid and valuable feedback, Shawn. I will most definitely be sharing this with the team so that they're aware of your experience and the area's you've highlighted that can use improvement.

You will most definitely see richer and compelling offers for web purchases over the next couple of years, but in parallel our experience will also become better and in-line with customer expectations for how a web purchase should flow. Keep in mind that our web store is just over a year old, so although the experience isn't perfect, we're working hard to learn and get better. That may not mean a whole lot to you now, but this type of feedback is valued and will help improve things moving forward.

Glad you were able to close the loop on your situation. Feel free to poke us back here if you have any other questions about your order, or anything else Koodo related. 
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Allan, Mobile Master

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I had a wonderful webstore experience when I purchased my phone about 2 months ago. Phone was ordered and I received a confirmation email within minutes and then received an email saying the phone was shipped about 2 days later. I am just sharing this so that people don't think that all webstore transactions are terrible as there are plenty of smooth ones as well!
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Shawn Finnie

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Fair enough, Allan.

People tend to complain more vociferously if they have been wronged and seldom take the time to give praise.

As Ranjan mentioned, the web store is less than a year old and needs some time to mature their processes. I suppose most of my frustration was aimed more at the lack of ability to communicate with anyone (as you can see from my feedback).

To be fair, the order has been processed in less than a week but half of that time was me feeling blindly in the dark. The credit card was billed, I had no clue what they meant by "contact us to validate".

It's nice to hear that your (presumably) fully automated process went off without a hitch. If my next experience goes as well as yours, I will make certain to leave positive feedback.

-Shawn

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Shawn Finnie

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I have received my phone less than 24 hours after finally making contact with someone. Used self-server to port my number onto my new card. It took a little longer than the advertised 15 minutes (about 25) but I was also transferring a lot of data across. Delivery time and self-service options 5/5. order confirmation process 1/5, live and online customer service 4/5.


-Shawn

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Bernard, Official Rep

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Totally fair review, based on your experience Shawn! Appreciate the feedback and we'll use your specific case to make things better. Thanks a million!
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Shawn Finnie

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Complaining without proposing a solution is just whining.

:-)

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Rui Mine

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I have very good experience with webstore and koodocostumer service They are very helpful,patience,honest and nice people.They will give you option and eager to solve your problem.I wouldn't mind the waiting time bcoz I know they will help when its your turn.Thanks Koodomobile

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