VERY DISAPPOINTED!! POOR CUSTOMER LOYALTY AND SERVICE

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I am very unhappy with my current service from koodo. I have been a customer of almost 10 years. The service has really gone down hill. I live 1 hour away from a koodo store . I do not drive and they have a phone only available in store. This makes no sense to me. If they have the product available you would think they would make it accessible to their customers. I have 3 phone lines on my account and they can care less if I take my business to Virgin. This is now what I have to do. I have a friend that went through Virgin and she had to pay nothing for her phone and they were more than happy to ship it. I did not want to inconvenience myself and have to change providers but koodo has left me high and dry after 10 years. No customer loyalty. Very very disappointed.
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S van Dusen

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  • DISAPPOINTED

Posted 3 weeks ago

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Goran, Mobile Master

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Perhaps nothing was paid upfront, but unless it was a special loyalty deal, your friend most certainly is paying for the phones on a monthly tab.

I can hardly imagine getting this angry over a phone company not having a phone that you want available online, but ok I guess. I put zero priority on my loyalties with what phones carriers have. They also did not do this just to showcase you no appreciation of your loyalty. Up to you.
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Bernard, Official Rep

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@S, you have already added your daughter earlier when you talked to our rep. From the notes it seems the rep has been very helpful to assist you with all the questions about the offer on the Essential phone. 
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S van Dusen

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Yes I said that I had added my daughter. My concern now is locating the phone in Kamloops and hoping that my daughter doesn't get the run around when she goes in. Yes the rep was helpful but due to the lack of customer service on koodos end I am nervous when she arrives to make a simple transaction it will turn into the run around. I just do not see why your company can not make contact with a kiosk that has the phone in stock and I can make and discuss the arrangements with them so she can just pick it up hassle free. It just seems so simple to me. Yet your rep said she will require pic ID such as drivers license from me, social insurance number. You have already verified who I am and what I am looking for. Why can the arrangements not be made in advance. I will have her record her interaction anonomously so you can see how I am anticipating it will go. I told both representatives I still was unclear of what your company was offering me. From my original disscussion with Anna Maria I believe it was I left that conversation believing I could investigate the essentials phone to see if it would be suitable and she would phone me the next day to make purchase arrangements and delivery. Which never happened. I ended up calling back and had a completely different conversation with a different rep today. Yes they were both polite but the two different options confused me as well as there was a language barrier which made it confusing.
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S van Dusen

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As well as, as I stated earlier this phone I am using has been a lemon. It is shutting itself off and I use it in my business to do transactions with the square which I use as POS. So there is some urgency to this. I would never have imagined I would be in a position fighting with a company to be a customer. It's brutal and makes no sense. If you have so many ideas and everything had been so well dealt with on your end why has nobody had the decency to phone me? You would think there would be some interest in a resolution.
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Dennis, Mobile Master

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@S
After reading through all this, your best bet is to have you daughter purchase the device. If you are getting it on tab, make sure she knows which line she wants the tab on. Also, call the store location ahead of time to make sure the phone is in stock.
Your daughter will also need ID to prove she is who she says she is since she will be buying a phone on your account.
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S van Dusen

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Yes that is a very good idea. Looks like my only option if I choose to stay with koodo. Thanks again
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Dennis, Mobile Master

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Sounds like an inventory issue. Not sure how this ties to your customer loyalty.
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S van Dusen

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If the phones are available in store I have offered to pay for shipping. Service that is part of customer loyalty. I have been a customer since 2008. I have always had 3 accounts. Clearly if the phone is available it is not an inventory issue it is an issue of koodo can care less if I switch to Virgin which offers the same plan I have as well as delivery. Of course I would prefer to stay with koodo this is my first bad experience but they clearly just do not care and are not willing to comprise. I even offered to pay shipping.
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Bernard, Official Rep

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@S, I see that you did call us and our rep made you a very reasonable offer for an S8. If the phone is not in your local store have you considered purchasing it online? 
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S van Dusen

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Also the reason I don't want the S8 is I am happy with my plan and no need or want to change it. Between all 3 phones it is a vehicle payment so I don't want to increase anything.
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S van Dusen

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Thats were the essential phone worked perfectly. It was $0 down and my plan doesn't change. It upsets me new customers get better offers.
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rikkster, Mobile Master

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@S. About the refurbished Essential phone. I was not aware of where you resided until I read your post about heading to a mall in Kamloops. In hindsight, I should have asked your whereabouts. 

The link to the certified pre-owned Essential phone is from the Ontario site. I see that there is no mention of said phone on the British Columbia site, hence the reason you could not locate it. My apologies for any confusion and I hope this matter gets resolved asap.
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S van Dusen

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I am just shocked and confused koodo can not locate one in either Salmon Arm or Kamloops. Have it ready for pick up even and I would send UPS.
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S van Dusen

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Thank you so much for your time and attention to this matter. I really appreciate you trying to help me. I sure hope its resolved also. I just wish I didn't need for work otherwise it wouldn't matter to me. I may just borrow a phone from a friend and try and research all my options. This phone actually shut off while trying to do a transaction on friday. Frustrating, also doesn't look great for koodo. I'm starting to get the idea they don't care. Times have changed. Customer service is just old news. Thanks again.
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S van Dusen

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If the phones are available in store I have offered to pay for shipping. Service that is part of customer loyalty. I have been a customer since 2008. I have always had 3 accounts. Clearly if the phone is available it is not an inventory issue it is an issue of koodo can care less if I switch to Virgin which offers the same plan I have as well as delivery. Of course I would prefer to stay with koodo this is my first bad experience but they clearly just do not care and are not willing to comprise. I even offered to pay shipping.
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Dennis, Mobile Master

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Cable companies have a channel that helps you stream Netflix.
The comparison is not ideal but I think it still works.

When phones are only available in store, it is likely that Koodo does not plan on carrying it any more and are trying to sell their remaining inventory.
Would it make it better of they labeled it as sold out online, in store only?
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S van Dusen

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Your recommendation for purchasing phone on a website is great but that option isn't the best. I know someone who did that and the phone wasn't compatible to work on koodo for some reason. If you are in the era that technology is confusing you rely on your cell phone provider to assist you.
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Dennis, Mobile Master

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You daughter should be able to buy the phone if she is an authorized user on the account
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Dennis, Mobile Master

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There is only 1 version of the essential phone and community would gladly help to answer any compatibility questions.
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S van Dusen

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How would I go about that. I have just spent over 2 hours between today and yesterday. I'm just shocked at the interest in working with the customer. I don't understand it. My bill is close to $300 per month for 10 years and all I want to do is purchase a phone and stay with same company.
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rikkster, Mobile Master

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Would a certified pre-owned Essential phone be of interest? It's available for $0 down, is shown as 'online only' and will ship right to your door.

Certified pre-owned Essential Phone
https://www.koodomobile.com/phones/essential-phone-cpo


Certified pre-owned phones - an explanation
https://www.koodomobile.com/help/certified-pre-owned-phones
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S van Dusen

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Yes that's all I wanted in the first place. Do I just go to that link? Thanks so much for your help. I sure hope that works.
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rikkster, Mobile Master

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Yes, follow the first link. You'll likely get redirected back to self serve to verify identity. Happy to hear this will work for you and you're welcome. 
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BobTheElectrician

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Your new-to-you Essential phone is a better deal than you could have obtained at the store. Win-win.

Hats off to Rikkster once again.
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S van Dusen

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I really appreciated his advise. Unfortuneatley I was unable to access it. It's too bad a representative from koodo company wouldn't be more helpful
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S van Dusen

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Yes that's all I wanted in the first place. Do I just go to that link? Thanks so much for your help. I sure hope that works.
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rikkster, Mobile Master

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You can certainly use the first link and go ahead with the purchase, though I think you will get redirected back to your self-serve account for identity verification. I'm a prepaid customer, so I'm not overly familiar with the layout of postpaid accounts. You're welcome.
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srlawren

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I see a lot of activity on this thread and I have to admit I wasn't able to read it all (TL;DR) but I think the issue is you've selected a phone (Essential PH-1) that is essentially discontinued by the manufacturer.  This is why there are availability issues--this is not something that's within Koodo's control.  Presumably it's not available online because they've sold out of it online and are not getting more from Essential.  Some stores may still have stock but it's going to be hit and miss.  
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S van Dusen

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Yes this is exactly the issue. Unfortunately for me there was a mistake made by one if their agents that recommended this particular phone to me and wad prepared to make the arrangements. I wanted the opportunity to research the phone. She told me she would call me the next day(which never happened). I completely. Understand people mess up not a problem. Considering the time and frustration I have spent as well as 10 years of 3 phones being a good customer I'm sure there is SOMETHING we can do but they are just not interested. I have given them many fair and simple solutions. They just want to keep stating facts and so on. Its unfortunate because I used to love the great customer service. Not so much anymore.
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srlawren

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Fair enough, and of course you're well within your rights to speak with your wallet and move your business elsewhere.  Unfortunately, a lot has changed in the mobile landscape the past 10 years you've been with Koodo.  I'm not entirely convinced you will find better service on a more consistent basis elsewhere, but if there is something you think will meet your needs better than I suppose it's worth a try. 

The other option you could consider if you don't want to change your plan is to find a phone you like that's available from an independent source (direct from manufacturer, or sold unlocked at the likes of Staples, Walmart, Memory Express, Newegg, Amazon.ca or .com, etc etc).  
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Dennis, Mobile Master

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I read what you are saying @S and I keep hearing that you are looking for an exception. That Becuase you have been a customer for 10 years and are loyal, that you are entitled to special treatment.
That is just not the way this company is run. And that is one of the reasons why I chose Koodo. What you are looking for sounds more like Rogers. Where you can negotiate your loyalty for better deals and exceptions. It might be a minor exception, but then as an 8 year loyal customer myself, I would want a similar exception, and so on and so forth. Then you get customers who get angry that one customer got something but they didn't.
This was why I left Rogers.
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S van Dusen

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Actually we see it a different way. What I am looking for is what the original agent offered me. I spent over 2 hours between being on hold and discusion with agent trying to find a phone that works for me. I was very clear with agent I did not want to put money out or change my plan. I wanted a $0 down and med tab. Once again as I have mentioned in several threads that I wanted the opportunity to research this phone and see if it would be suitable. She said she would phone me back the next day and never did. I then phoned back and spent another couple of hours. Yes everyone makes mistakes. I am just looking to avoid the hassle of changing companies and maybe you don't value your time but I value mine. All I am looking for is what we originally agreed on or the very least having koodo arrange a hassle free pick up. So I suppose we have a different view of entitlement. Your no customer service attitude is the reason companies are allowed to screw the customer. As far as feeling entitled that I have been a loyal customer for 10 years and spent thousands of dollars goes to show my loyalty. If asking to meet half way is being entitled that's hilarious. What a joke.

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