Where did my questions go?

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  • Updated 1 year ago
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Seriously. Trying to sweep Self Serve issues under the rug without replying or fixing?
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Not Jean-Pierre Blais

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Posted 1 year ago

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Bernard, Official Rep

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A frequent visitor like you surely sees there is more than enough left for people who are looking for answers to their questions.
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Not Jean-Pierre Blais

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Well, unlike most questions posted here, the issues I post cannot be answered by simply doing a search, or looking up the bill on Self Serve. They require Koodo reps to do something to be solved. They also have the potential to affect every single one of your customers.
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Bernard, Official Rep

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The loading time issue you posted was quite unique and no rep is going to be able to help with that.
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Not Jean-Pierre Blais

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It is so unique that a Mobile Senpai said: "Well, it took 17 seconds on mobile for me. At least, we now know it's not a problem related to your account only."
That issue is more likely to affect your highest paying customers as per your "more lines, more data fetch" reasoning. I have more than 3 lines.^
(Edited)
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Timo Tuokkola, Mobile Master

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"It takes 30 seconds for me to sign into my account!"
#firstworldproblems
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Not Jean-Pierre Blais

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And? These providers are all advertising about blazing fast speed LTE, LTE-A, even testing for 5G, also trying to justify the high prices with having more advanced technologies, but here at Koodo, the provider who wants customers to use Self Serve and not bother their customer service reps, their website can't even load an account in a timely manner.
(Edited)
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Allan, Mobile Master

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I don't think Koodo has ever said "Don't bother our CSR's". People are motivated to ask questions on here or do things via self serve so that they don't have to wait on hold for so long and extend wait times for people who legitimately need to talk with a CSR.
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Not Jean-Pierre Blais

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Those hold times exist because Koodo doesn't want to spend money on customer service. People come here because there is a voice saying "Just a heads up, you will be charged $10 for account changes made by a customer service rep." I just called 611 to hear what it actually says. Looking at the posts here, 1-2~ hours of hold times seem to be the norm rather than the exception at Koodo. It seems a bit illogical that people need to wait on hold to pay $10.

Why are Mobile Masters posting irrelevant, pointless comments and making the thread go off topic? And why are these questions being marked "Answered" when they aren't?
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Sophia, Mobile Master

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I can only answer the last bit: questions can be marked "answered" manually, but in most cases the software (GetSatisfaction) determines it based on time lapsed or number of replies, or a combination of the two. Feel free to complain to GetSat about the matter :)
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Cory

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Waiting is hard, m'kay?

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