Very poor customer service and communication.

  • 1
  • Question
  • Updated 2 years ago
  • Doesn't Need an Answer
Recently I purchased a prepaid plan and set everything up at one of the Mall stores.  I even prepaid for 3 months in advance.  When I got home I noticed a special that would have given me 10% discount if I went with automatic top-ups.  Argggh.  No one said anything about this and now I may not be entitled to the special (if it's over) in a few months when my account runs out of dollars.  I spoke with Jesse (online rep) who basically told me it was NOT the responsibility of the Store rep to tell me about this because it was an online promotion.  Wow!  this was surprising to hear and very poor service to say the least.    Very unhappy with Koodo.  Not to mention when I asked if I could speak with a manager she told me to go online!  This company needs to rethink how it services and communicates with it's customer!!! Talk about passing the buck...
Photo of Enza Ward

Enza Ward

  • 120 Points 100 badge 2x thumb
  • frustrated

Posted 2 years ago

  • 1
Photo of Ivan

Ivan, Mobile Master

  • 96,634 Points 50k badge 2x thumb
What Koodo location did you visit?
Photo of Jru Gordon

Jru Gordon

  • 9,144 Points 5k badge 2x thumb
While most carriers seem to be neglecting their prepaid services (try finding a Virgin PPD phone in a Walmart or Loblaws location), that's still not great customer service. 
Photo of Timo Tuokkola

Timo Tuokkola, Mobile Master

  • 142,496 Points 100k badge 2x thumb
With that said, the 10% discount for auto top up has been offered for months now, and will likely continue to be offered for months yet.
Photo of Enza Ward

Enza Ward

  • 120 Points 100 badge 2x thumb
Market Mall Calgary, AB
Photo of Enza Ward

Enza Ward

  • 120 Points 100 badge 2x thumb
Yes, I'm hoping the promotion for the 10% discount will be available (also the 100 free minutes that go along with the promo too) in a few months.  That's really the main thing.
Photo of Timo Tuokkola

Timo Tuokkola, Mobile Master

  • 142,326 Points 100k badge 2x thumb
The 100 free minutes are for registering a credit card for auto top ups. You can still do that now, even if you've prepaid for several months. You won't be charged again until your account needs to be topped up.
Photo of BobTheElectrician

BobTheElectrician

  • 66,514 Points 50k badge 2x thumb
Beg to differ: Automatic top ups happen like clockwork whether you need them or not. It's up to the customer to choose an appropriate amount.
Photo of BobTheElectrician

BobTheElectrician

  • 67,216 Points 50k badge 2x thumb
Rule of thumb with prepaid is that the store normally just sells you the SIM and tells you to set up your account on-line, which is a very easy process. I presume you did that yourself since you saw the discount being offered for the auto top-ups. The long and the short of it is if there's no commission to be earned on a $20 sale, nobody's interested, and that goes for all carriers.

You can still get that 10% discount on future payments: log into self-serve, sign up for automatic top-ups, choose the Billing Tab and then the big icon for Manage Auto-TopUps. Reduce the amount of the top-up to the minumum $5. Use the balance in your account for boosters if you wish. When the balance in your account goes down to under your monthly charge, then increase the top-up amount.

You will get the bonus minutes booster and the 10% credit of your future auto-top up contributions.

Sorry it started off on the wrong foot due to no fault of yours.
(Edited)
Photo of Enza Ward

Enza Ward

  • 120 Points 100 badge 2x thumb
Thanks for the feedback.  I will consider setting it up as you've mentioned. 

p.s. Maybe I'm just getting old lol!  I used to work in (Retail) customer service for many years and commission or not we were expected to provide the customer with the info that would help them BEST given their situation.  This was just what was expected!

Not that I didn't receive good service while the girl was setting everything up, I just feel that this info could have been provided considering I was setting up 2 phones (one for myself and one for my daughter) and prepaid 3 months in advance for both...  Anyway, again I appreciate the community here and will consider the option you've described ~  Thanks 
Photo of BobTheElectrician

BobTheElectrician

  • 66,514 Points 50k badge 2x thumb
Looks like the girl who set you up went beyond the normal call of duty, and both of you got sideswiped by an unusual dual phone situation and "no good deed going unpunished". Hope it all works out for you.
(Edited)

This conversation is no longer open for comments or replies.