Koodo Community

Community

Solved

Data not turned off at Koodo booth


I just purchased a new Moto G4 Plus at the Koodo booth in St. John's Newfoundland and upgraded my plan to the 30 dollar plan with 100MB of data. The person working at the booth turned on my phone and set it up in store, but when I got back out to my car and took out my phone, I saw that the data wasn't turned off and 30MB of my data had been used by the keyboard auto downloading a bunch of different languages! I am pretty mad, considering that I only have a very small amount of data, and now almost half of it is already gone thanks to an inexperienced employee! Is there anyway I can get a refund for the data that was wasted? I tried calling customer service and all I got was the pre-recorded message with no options that would have me speaking to a customer service rep about my problem! I'm pretty frustrated with the customer service through the phone. Could somebody at least give me a number where I can talk directly to somebody about my issue? Thank you.

12 replies

Userlevel 7
Badge +4
The first few days of your new account do not impose limits on your (reasonable) data use, to allow you to determine if you need to reconsider your data package. You can call *611 from your phone to speak to a CS rep. Billing inquiries and technical help will lead to a live operator.
Userlevel 7
Badge +4
@Amy, data is not disabled on your phone at time of activation unless it specifically asked for. Even then, some data will leak through...if you are planning on sending picture messages your data has to be turned even though you will not be charged for that. However, anything running in the background, like it did as you explained below may happen. One suggestion would be to turn off any app running automatic updates in the background. 
Userlevel 7
Badge +4
Bernard wrote:

@Amy, data is not disabled on your phone at time of activation unless it specifically aske...

A way to do this is. Go to Google Playstore app. Then click the three bar menu at the top left. Then scroll down to settings and check off auto update over WiFi only. That should help in the future.
Badge +4
The problem with not deactivating data at point of purchase is that many customers may not be aware that data is enabled by default from the factory on most Android phones. They're not going to ask to have data disabled if they have no knowledge of this to begin with. Representatives that are responsible for activating phones should be coached to ask the customer whether they want data enabled or not, in my opinion.
Userlevel 7
Badge +4
rikkster wrote:

The problem with not deactivating data at point of purchase is that many customers may not be awa...

And most people walk out of the store with a phone and some plan that involves data. They think they're good to go without realizing that the phone might have been packaged into that box months (and many MB of updates) ago and will want to update itself to provide the best user experience just as soon as the user signs into their Google or Apple account.
Userlevel 7
Badge +4
rikkster wrote:

The problem with not deactivating data at point of purchase is that many customers may not be awa...

The vast majority of our target demographic are the millennials, PokemonGo hunting generation.Data on phone is what is natural to them. They are extremely well versed on how to manage their data use.
Userlevel 7
Badge +4
rikkster wrote:

The problem with not deactivating data at point of purchase is that many customers may not be awa...

OP bought a new phone and a store rep set it up for her, then chunk of data was used for setting up.
The point here is that phone's data is enabled by default as rikkster said and you can't disable data right away even if you want to...

@Amy
You mentioned that your data (30MB)was used for setting up at a store.
I would call Koodo if you went over about/within 30MB and got charged for it(you may not go over your limit)
Then explain them about those 30 MB. They can see your data usage and phone purchase history on their system.  Once they confirm it they might wave the charge.
There is no guaranty if they will, but I would ask.
rikkster wrote:

The problem with not deactivating data at point of purchase is that many customers may not be awa...

Thank you! I contacted a rep on Facebook after I read this and they said I will be refunded the 30 mb if I go over on my next bill 🙂
rikkster wrote:

The problem with not deactivating data at point of purchase is that many customers may not be awa...

@rikkster every other phone I've gotten through Koodo the data has been turned off at the booth while setting it up, so I was just assuming they had done it this time as well. I agree that at least if the data is turned on automatically, someone should tell you and ask if I want to leave it on or turn it of, and if needed, show the buyer how to turn it on and off themselves.
Userlevel 7
Badge +4
Do stores not have their own "WiFi"? If not, they should. Or at least create a hotspot using a store SIM and use that when setting up a customer's phone, then forget the network once that's set up.
Userlevel 7
Badge +4
Ivan wrote:

Do stores not have their own "WiFi"? If not, they should. Or at least create a hotspot using a st...

Sounds like a good idea, but I am sure most customers leave the premises with the mobile data on because the staff will want to verify and demonstrate that the connection is good. No one is looking forward to a newbie returning to the store same day with email not working.
Userlevel 7
Badge +4
Ivan wrote:

Do stores not have their own "WiFi"? If not, they should. Or at least create a hotspot using a st...

No reason not to do both. Setup on wi-fi and then check that data works.

Reply