Why is BestBuy in Halifax telling people they can't keep their plan?

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I've been with koodo for years and have a grandfathered plan, and recently paid off my tab. I got an email from koodo that I could receive a free $100 dollar gift if I upgraded my phone to another one on the tab.

So, I came to BestBuy to get a new phone. At first I was excited, that is until I was told that I couldn't upgrade my phone without picking a new plan. I said that wasn't correct as the website explicitly says otherwise, to which the sales person said "our Koodo Rep was here last week so we have more up to date information than you, you need to pick a new plan if you want to make any device changes at all to your account." This is blatantly false as I had actually broken my first Moto G and purchased a used replacement, which was added to my account without any problems.

Needless to say I walked out. I am sitting in my car in the parking lot, fuming. I wonder how many people have lost their awesome promo plans because of the slimy sales team at this store?

This experience just reminded me of a previous encounter here that should have raised red flags. About a year ago my girlfriend and I were casually browsing phones at this same store when a sales rep approached us. My girlfriend had just finished paying her phone off so she asked about getting a new one. The rep said the same thing - she would need to pick a new plan and couldn't upgrade her device without doing so. I didn't think anything of it at the time as she had no real interest in changing devices, but it just goes to show this has been going on for a long time.
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Nevin Scanlan

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Posted 3 years ago

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Jrü Gordon

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It's because Koodo changed the way the Tab works back in April. Previously, Koodo contributed either 10% or 15% of your rate plan towards the Tab. Now they add a charge from $7 to $15 (or $21 if you go on a Tab Plus Phone like the iPhone 6 etc) onto their newer in-market plans. For example, the LG G3 is worth $360. To get that phone for $0, they take that $360, divide it by the 24 months of your term, and the result is your $15 Tab Charge.

You can keep your plan, but you'd have to add the Tab Charge to that plan ($7 on a Galaxy Grand Prime, $10 on a Moto G 2015, $15 on a Galaxy S4 or LG G3 or Moto X Play).

If you have a positive Tab Balance, that would help lower your Tab Charge
(Edited)
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Nevin Scanlan

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I knew that I would have to pay an additional amount on top of my plan fee monthly as you mention, and the phone I was looking at was on the lowest tier of the tab. I asked the rep if that's what she meant but she was adamant about needing to pick from one of the current plans.
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frananddave

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Hi Nevin,  I can see why you might have been fuming...
Would you happen to have a link to that information on the site and maybe a copy and paste of the paragraph, or something like thatÉ
Cheers,
Frances
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Nevin Scanlan

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Sure thing. This is taken right off the 'how it works' page explaining the tab:

Nothing changes for you if you signed up prior to April 19, 2015. You can continue to keep your current Tab and plan until you’re ready to upgrade your phone. When upgrading, you can choose to switch to one of our new plans or keep your existing plan if you prefer.

http://help.koodomobile.com/getting-s...
(Edited)
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5s

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you got a bad sales pitch from Best Buy Nivin. I just picked up a 5s @ &15.00 x 24 months. Koodo did ask if I wanted to switch plan, I said no thank you and kept my grandfathered plan, no problem and hassle free.
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Spence

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You do NOT have to pick a new plan Nevin.   You can add any of the phones on your TAB as long as it is not a TAB Plus phone.
Which phone were you looking at?
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Nevin Scanlan

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It was an LG G3, which isn't a tab plus phone at the moment so far as I can tell. I also have a fair amount to put toward it from going into the positive on my old tab.
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Spence

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Yep you could definitely add that to your Tab,  if your old Tab is paid off.

I updated my phone in July when I paid off my Tab and just added the new phone to my Tab and stayed on my old plan. That was at a Koodo shop and  that is what Best Buy is supposed to be doing.
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Spence

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You may want to go to a Koodo Shop , instead of BestBuy
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Nevin Scanlan

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I had considered that, but before going I called around to ask about the free gift. At the koodo shop they were just offering a hundred dollars worth of accessories, whereas at BestBuy it was a gift card I could use for anything else in the store.
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Mayumi, Mobile Master

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You can show this page to Best Buy rep too.

http://help.koodomobile.com/getting-started-with-koodo/the-tab-what-it-is-and-how-it-works/Can-I-kee...
From Koodo's website:
 - Can I keep my plan when I upgrade my phone?
Yes. You can keep your plan when you upgrade. (Heads up: Any Tab charge will be added on top of your existing plan.) 
The only exception is when you upgrade to Tab Plus. With Tab Plus, you must choose a Tab Plus plan. 

Also you can call Koodo from the store and Koodo cs might be able to correct their(BB) misinformation.
(Edited)
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BobTheElectrician

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Independent retail staff probably re-imbursed based on a commission basis for new plan sales. The rep that will find the best plan for you may be not that easy to find. Not unusual to cool your heels in a boutique if all you want is to buy a replacement SIM for a few dollars.
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Bernard, Official Rep

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Nevin, would you mind letting us know which of the 2 Best Buy locations was the above info mentioned to you? I'd like our local rep managing the Best Buy account reach out to them and set things straight. Thanks a lot for the info!
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Nevin Scanlan

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It was the store in Bayer's Lake business park.
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Anna

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Hey Nevin! Everyone here is absoluely right. Unless you decide to go on the Tab Plus and thus will need to get a Tab Plus plan, you can absolutely keep your grandfathered plan. We will be looking into this. If you absolutely want to go to a Best Buy for the upgrade for the free gift and get the same response, I would suggest having the agent call us in so we can confirm to them that you can indeed keep your plan. Keep us posted!

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