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10 dollars fee for customer service ,


Hi Koodo, I just learnt today that now your company charges 10 dollars for using your customer service reps over the phone to make account changes, I understand you guys are trying to encourage people to use the self-service option but not everyone enjoys internet access. How about seniors for example or people with disabilities for whom using the computer is not the best option. It seems that every day customers get less value for their money at Koodo! what is the explanation for this fee ( Please do not tell me that is to encourage customers to use the service, so we do not have to wait on the phone )

12 replies

Userlevel 1
Thats ridiculous people are being charged to call in for a question or help.. I just recommended someone to sign up with koodo, i dont want them to get mad at me for inconvenient things like this. Customers should be able to get help without being charged extra
Userlevel 7
Badge +4
Macadacious wrote:

Thats ridiculous people are being charged to call in for a question or help.. I just recommended ...

To be clear....it's not calls that we charge a fee for. Inquiries, phone troubles etc. cost nothing. The fee is for transactions customers can easily do themselves online. We had these for the last eight years, it is not something new. This was the fairest approach in our mind. Instead of having the cost of customers service paid by everyone we figures a 'user fee', especially in light of free alternatives, makes more sense. 
Macadacious wrote:

Thats ridiculous people are being charged to call in for a question or help.. I just recommended ...

I do not think that fee is justified, what happens with people with no access to internet or uanble to use a computer ???
Userlevel 7
Badge +4
Macadacious wrote:

Thats ridiculous people are being charged to call in for a question or help.. I just recommended ...

We do our best to set expectations about what we provide as a service during the buying process. People can make a call at that point whether they still want to be with Koodo. And lots of people do. We don't hide any of these fees. We've had them from day one. It's published in lots of places. When we talked to customers, there was a definite desire that Koodo continues to provide great value. The only way for us to do it is to look for a reduction in cost. Therefore the thought was that it's fairer to only have service fees for people who for one reason or another choose not to do certain transactions for free online. We don't for a second suggest that we are right choice for everyone. That said we were still voted the best cellphone provider by people in Canada.  
Userlevel 7
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The reason is to save cost. If customers can do something in self service yet for some reason don't want to/are not able to, Koodo will charge $10 to do it for them. See it as a grocery service: people can choose to have their groceries delivered to their home but in most cases, they will pay a fee for the service. It's a choice and people are free to use that. It's not a concept unique for Koodo...
Sophia wrote:

The reason is to save cost. If customers can do something in self service yet for some reason don...

Delivery of a product is an added service in itself customer service is not !
Sophia got it right. Lots of things can be accomplished by the user. Sure, you can get 'free' customer service elsewhere, just be prepared for a higher monthly bill.
Userlevel 7
Badge +4
The Telus family of cellular services are offered at three levels:
[b]Public Mobile - very much a do it yourself company with help from an online community
[b]Koodo - offering customer support at retail outlets, online through Twitter & Facebook and this community, and if necessary telephone support, sometimes for a fee.
[b]Telus - provides customer support at retail, online through Twitter, Facebook and Chat well as their Neighbourhood community, plus telephone customer service reps without extra charge. Also offers a greater number of retail outlets.

The customer can decide the level of service they wish to purchase.  
It's customer extortion to the max! If my grandmother signed up she'd be charged 10$ just because she doesn't have Internet access and can't use the self serve.
Userlevel 7
Badge +4
Grace Ayotte wrote:

It's customer extortion to the max! If my grandmother signed up she'd be charged 10$ just because...

Then possibly a different carrier fits her better. I'm guessing Amazon isn't a good fit for her either, and maybe Walmart or even Sears would more likely be closer to her first choice for shopping.

Userlevel 7
Badge +4
Grace Ayotte wrote:

It's customer extortion to the max! If my grandmother signed up she'd be charged 10$ just because...

Truth to be told I don't think your grandma would ever have to call in. You could just help her pick a plan that suits her needs, sign up for pre-authorized payments and that's it. If she ever needed to make any changes online to her account surely you'd help her out. Almost all changes made online are free. It's only when you ask our reps to make the changes for you the fee would apply. 
Userlevel 3
Grace Ayotte wrote:

It's customer extortion to the max! If my grandmother signed up she'd be charged 10$ just because...

She can always say she is getting an error (e.g. Error 25) and make them waive the fee. ^ I don't think I have ever talked to a Koodo CS rep in my ~3 years as a customer, but it works fine with TELUS when they try to charge a fee, even after an employee (Abner, gets things done quick but is a little too strict) said my account is noted that it's the last time they're waiving fees This is probably not the best place to post a way to cheat the system. >_<

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