Hi Everyone,
I know I shouldn’t give this company any more of my time, considering I have wasted 5 hours of my life on the phone with them. I have been looking for a while to switch providers, and I was interested in Koodo because of the cheap plans. I contacted Koodo by phone back in December during their Boxing Week deals. I verified all my information with an agent. We agreed to pay $500 upfront for a phone, so the tab could be $15 a month, and the actual plan offered was $29, along with $15 for the protection plan. The agent said the phone would be mailed to me within a week. When I did not get the phone, I called back and spoke with two more agents. They told me the previous agent did not put the order through and said they would investigate it for me and get back to me within two days. When I did not hear back from those agents, I booked a callback online. The agent I got the third time was kinder but did not resolve my issue causing me to get irritated with them. I feel bad for taking my anger out on him, but he offered one solution for what the first agent promised. However, it came as a downgrade to match the current deals, which were not what I was initially promised. Where I come from, a promise is a promise. I understand that someone should not be responsible for another person's promise, but they made it on behalf of the entire company. The agent told me that because I did not go to a service bar to activate with them, it was my fault the order did not go through. The first agent told me he would mail my new phone and call me back to finish the setup. I feel the need to leave this post here for future people who might want to switch over to Koodo; make sure you verify everything on day one because this incident might happen to you. The agent told me he could replace the phone with another, which meant taking a downgrade as the price of the phone I wanted had gone up since the deal. Of course it did the special ended. I was okay with waiting for the phone to come back in stock even though I have checked online, and it is in stock. I have worked in retail before, and I know it is not that hard to go in and push a few buttons to give the customer what they thought they were getting. The customer is always right until you call Koodo. When I asked to speak with the manager, I was told I could, but they couldn’t do anything as the agents deal with everything. During the last two calls, the agents on the other side have seen what I agreed to with the first agent, which is on them. I cannot support a company unwilling to fix things and shows unprofessionalism in not calling back or keeping its promises. Since I cannot speak with a manager, I feel the need to leave this response here. I need a new phone as mine is falling apart, and now I have missed out on the boxing week specials that other companies might have offered because a company is afraid to lose a few bucks as the agent provided more than he should have.
