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Customer I recommended to Koodo can't use her phone and Koodo won't help her.


I recommended my mother-in-law sign up for Koodo. She went to a Koodo store, explained where she primarily needed to use the phone (all locations in Manitoba), was told Koodo had coverage in these areas, so bought an iPhone and signed up for a premium plan and automatic payment on her credit card. She then discovered there is no Koodo coverage in two of three places she needs to use her phone. She went to a Koodo store and was told there is nothing that Koodo can do to help her. (It's past the 14 day return date because she went on vacation the day after she bought the phone so didn't even use it for over two weeks). She likes the Koodo plan, but she can't use it where she needs to. She then phoned customer service and the rep told her she can cancel her services at the end of the month (end of the billing cycle), but Koodo won't give her a refund or unlock her phone. To top it off, Koodo won't unlock her phone for 90 days starting now because Koodo made a mistake spelling her name so her automatic payment did not go through. This is not good customer service and I feel really bad because I recommended she use Koodo.

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Userlevel 7
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Did she go to a Koodo stand alone kiosk or to a future shop, best buy, Walmart to sign up with Koodo?
She signed up directly with Koodo at a mall.
Userlevel 7
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John Miller wrote:

She signed up directly with Koodo at a mall.

It sounds like the employee at that kiosk may have been misinformed or not properly trained in this case . Either that or It could also be that there is coverage in those areas but reception in the exact spot she was trying to use the phone is low or non existent. I know at my trailer I get zero reception but I walk just outside the community gates which is a 3 minute walk and I have full reception, did she try in more than one spot in those areas and if she was inside a house or cottage did she try to go outside to see if she just happens to be in a spotty area?
John Miller wrote:

She signed up directly with Koodo at a mall.

Good points because that does happen. However, the coverage map she looked at today with the Koodo rep clearly showed coverage is not available at the locations she needs. The reps at the store said that if they were the ones to initially serve her, they would have advised her to make a different choice. That's why I couldn't believe Koodo wouldn't just do the right thing and refund her money. Her phone is practically brand new and she's given them money for service she has hardly used. I have two premium accounts with Koodo and had been happy - that's why I recommended Koodo to her and others. I will have to rethink that unless someone from Koodo steps up and realizes the mistake being made here.
John Miller wrote:

She signed up directly with Koodo at a mall.

One employee obviously made a mistake and I don't want to tar the whole company because I've dealt with a lot of great people at Koodo. It's the way Koodo is handling the mistake that is the problem.
Userlevel 7
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John Miller wrote:

She signed up directly with Koodo at a mall.

How long has she had the phone?
Userlevel 7
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John Miller wrote:

She signed up directly with Koodo at a mall.

Koodo/Telus coverage in MB is not the best. it is fine for Winnipeg and Brandon but it doesnt even have coverage on the entire #1 highway in MB. I think you should try to call Koodo again like Khaleila said below. Maybe if you can explain the situation on the phone to a rep instead of your mother-in-law as you seem to have explained the situation very well, which your mother-in-law might not have
John Miller wrote:

She signed up directly with Koodo at a mall.

Thanks for your suggestion. My mother-in-law is articulate and understands the situation, but you're right I will try to phone again. I wrote to Koodo yesterday, as often things are better explained in writing, but they have not responded.
Badge +4
John Miller wrote:

She signed up directly with Koodo at a mall.

Hope this matter get's resolved amicably John, keep us posted.
Userlevel 3
Hi John, Please note that service is offered in Manitoba. However, actual coverage and network service may vary. I would suggest that your mother-in-law gives us a call by dialing1-866-995-6636 from a landline, in order to speak with a Representative to find a suitable solution. ________________________ If you see a good answer, give it a star.
We now fully understand the coverage does not work for her, and Koodo employees have verified that. She's in Winnipeg today (one of the locations she needs the phone - no problem there). First she went to the Koodo store where she bought it - they said they couldn't do anything for her and told phone a customer service rep who could help. She phoned a rep and spent a long time on the phone and the rep said there was absolutely nothing that could be done. The phone rep was the one who told her she couldn't get out of her service until the end of the month, and told her because she was a few days late with her payment, because of Koodo's mistake, she couldn't unlock the phone for 90 days starting now! It's just crazy. I feel horribly about it and that's why I'm getting involved.
Userlevel 1
I find in these types of situations the longer a matter takes to resolve the more complicated it gets to resolve, so I help myself by cancelling my credit card, until such time the matter, is resolved.
Userlevel 7
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I just want to point out that the problem here is not that the customer service agents are unsympathetic or fail to understand the situation. The problem is that koodo's official policy says that phones can only be exchanged for a refund or a different model within 14 days of purpose. Frontline customer service agents CANNOT ignore official policy. This would be the case no matter what company you are dealing with. Your only hope is to submit the issue, in writing, and hope it gets escalated to someone who actually has the authority to override company policy.
I don't blame the front line CSRs. They have a difficult job, and most of them do it very well. I was,though, disappointed that they all suggested that nothing could be done. As you mention, these people unfortunately are probably not trusted with the authority to remedy this situation, but they should have ensured that the problem was brought to the attention of someone who could. When my mother-in-law requested to speak to a supervisor, the phone CSR told her it would not do any good. This could have been a new employee, but that is poor judgement. I'm still waiting to for Koodo to reply to my written account of this matter.
I am pleased to report that a CSR from Koodo phoned me this afternoon. He was professional and understanding and offered a very reasonable solution for my mother-in-law's situation. By tomorrow, everything should be taken care of.
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John Miller wrote:

I am pleased to report that a CSR from Koodo phoned me this afternoon. He was professional and un...

Great to hear. And this is why Koodo rocks. They know when to do the right thing
Userlevel 1
John Miller wrote:

I am pleased to report that a CSR from Koodo phoned me this afternoon. He was professional and un...

Congrats John. Koodo really is a great company. I like your style John, as I've been reading your posts. I wish I had your patients and understanding. I'm still working on my black/white thinking. Thanks for the inspiration!
John Miller wrote:

I am pleased to report that a CSR from Koodo phoned me this afternoon. He was professional and un...

Thanks a lot, Stephen. Don't worry, I have my moments too.
John Miller wrote:

I am pleased to report that a CSR from Koodo phoned me this afternoon. He was professional and un...

I'm happy to report that everything has been resolved to everyone's satisfaction. When Koodo is able to upgrade its coverage in Manitoba I'm sure it will have many new customers. Thanks to Koodo for the way they ended up handling the situation and to everyone on this forum for their comments, suggestions and encouragement.
Userlevel 7
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John Miller wrote:

I am pleased to report that a CSR from Koodo phoned me this afternoon. He was professional and un...

Glad to hear it was resolved to your satisfaction John, all carriers aren't bad eh just the ones that aren't Koodo 😉

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