Why Koodo?!

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  • Updated 2 years ago
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Upgraded my iPhone to a Galaxy Neo, realized I like iPhone.. I returned the phone 2 days later and I've been waiting almost a month to get my Tab reset and to get my bill fixed since I'm being charged Tab Small and Tab Medium for a tab that was +$12!.. I've been back to a kiosk 3 TIMES! I was even talking to support while the guy working there just stood there shaking his head at the way I was being treated. The support told me to simply wait, and they would let me know when it was fixed.. No timeline, just wait. Once it's fixed, I'm done. I've loved Koodo for the past 4 years, because I've never needed anything. I'm cancelling as soon as I get this fixed so I can pay off my bill. Horrible way to treat customers. AND, during my second visit, the employee working at the kiosk heard support talking badly about her while they thought she had hung up. What a pathetic way to treat customers and employees. I've let everyone know that they better hope they don't run into any problems because it's a deep black hole of ignorance. 
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Brandon Stuckless

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  • Frustrated.

Posted 2 years ago

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Jonathan I, Mobile Master

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Yikes. I don't recall Tab chargebacks taking this long. The kiosk's channel support line (not customer service) should be able to expedite this, but then again I haven't done cellular sales in over a year now so I'm not sure.

Have you tried contacting customer service about the issue or was that where you had the bad experience?
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Brandon Stuckless

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I didn't actually call customer service yet personally, I was put on the phone with support, by an employee of Koodo at the kiosk, who thought it outrageous that they had no timeline of when I would get things fixed so wanted them (Support) to personally tell me why it was taking so long (which the support told the employee that they were not obligated to speak directly with customers, and he in turn told the individual that he has at times let customers speak to support as to alleviate any issues they might not be able to completely explain) I was then told that "This isn't your fault" and "You can be assured that when it is fixed we will email you or contact you, until then please let it be resolved, there is a ticket".. Yeah. 
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Brandon Stuckless

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I have receipts of the return, and I can take a screenshot of my still $240 tab charge and my $88 bill if I need proof of this nonsense. It's the worst mistake trying to upgrade then changing my mind, but it shouldn't have been this hard. I never had this problem with Bell when I was with them, makes me think, and debate my future choices, albeit the inevitable jump in my bill.  
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Levis, Employee

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Hi Brandon, sorry to see you had such a bad experience.I'm reviewing your account as we speak and found a way to get that resolved. An agent will be contacting you to let you know the next steps.
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Brandon Stuckless

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Thanks so much Levis. I was just speaking with Elie, and my issue is being resolved, finally. I'm really glad I got to speak with someone who could fully explain to me what was going on, and he got the ball moving on my issue and really went above my expectations, great experience. Sure, my Bell talk was possibly an empty threat (I'm sorry Koodo, I didn't mean it :P) but sometimes you have to pull out the big guns to get things moving.

I hope the people reading this don't take my experience as a negative thing and sway from Koodo, there's bound to be problems sometimes. Even at the kiosks they've been having problems with the systems, and I understand that, and understood it,  just glad Elie finally explained it completely and got it moving along. 

Thanks again for all your help on this matter, I'll report back when everything is fixed. 
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Ivan, Mobile Master

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Thanks for the follow-up. If you have any other issues or questions, you know where we are. :)
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Levis, Employee

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Great news! i'm glad we were able to help you :)
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Brandon Stuckless

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I'm actually STILL waiting for my tab balance to show + instead of the -$240 that's still showing.. This is getting a little bit ridiculous. Sure, Elie was great, and made sure I got a refund for the TAB I was being charged for (and obviously all is of no fault of his) but, It's still showing -$240.. This is taking a little too long.. I'm really looking in to upgrading, and I REALLY don't want to go and try for a new phone and have a TAB stuck at $500+ seeing how slow this problem has been to fix. I think Koodo may need to offer me a very sweet deal on a new iPhone pretty soon. To add the icing to the cake, my wife received a message today that she was wrongfully charged $5 to her tab and it would be promptly fixed, (she also upgraded a week ago).. I'm reaching the end point of Koodo vs ME, and I don't want reassurance, I want a pretty darn good reason to upgrade and stay. I was very nice on the phone, and I'm very calm, but it just bugs me.