Koodo Community

Community

Train all Reps to turn off data before entering sim card on new phone purchases/setup


Userlevel 7
Badge +4
Inspired by the following posts: http://community.koodomobile.com/koodo/topics/charged-for-data-while-getting-a-new-phone-will-koodo-reimburse-me?utm_source=notification&utm_medium=email&utm_campaign=new_topic&utm_content=topic_link http://community.koodomobile.com/koodo/topics/setting-up-new-phone-ate-up-all-my-data-quota http://community.koodomobile.com/koodo/topics/new-phone-setup-data-used-before-i-turned-off-data-now-i-am-billed It should be standard practice when setting up a new phone for the customer: 1) Turn on new phone 2) Turn off data 3) Insert customer sim 4) Then set up new phone 5) Inform data has been turned off and customer can turn on if they want This will prevent the rep from using customer data when the phone is being turned on for the first time.

16 replies

Userlevel 5
Great idea, I actually always connect the phone to my WiFi here before doing any further set up.
Userlevel 7
Badge +4
Justin Robichaud wrote:

Great idea, I actually always connect the phone to my WiFi here before doing any further set up.

Just turning on a new cell for the first time (before you had a chance to set up wifi) can use data inadvertently. It also depends on the phone
Userlevel 5
Justin Robichaud wrote:

Great idea, I actually always connect the phone to my WiFi here before doing any further set up.

I have never had an instance where data has been used while setting up the phone and turning wifi on. I did have it happen once when I first started because I skipped that step. I guess it could probably still happen, but it would be unlikely based on my experience.
Userlevel 5
Justin Robichaud wrote:

Great idea, I actually always connect the phone to my WiFi here before doing any further set up.

To add, I don't believe WiFi is the solution though. I'm priveledged enough to have it at my Future Shop location. A lot of mobile kiosks in malls, etc. may not carry the same luxury.
Userlevel 7
Badge +4
Justin Robichaud wrote:

Great idea, I actually always connect the phone to my WiFi here before doing any further set up.

Yeah, the Koodo kiosks generally don't have WiFi (I haven't seen one that does yet).
Justin Robichaud wrote:

Great idea, I actually always connect the phone to my WiFi here before doing any further set up.

I purchased an LG4K on the weekend from a Koodo kiosk at the local Walmart. I expressly stated I only wanted the phone fot talk and text. I received a text from Koodo the next day saying I was being billed $10.00 for data usage.I checked my profile and the data usage was at time of purchase.
Userlevel 7
Badge +4
Justin Robichaud wrote:

Great idea, I actually always connect the phone to my WiFi here before doing any further set up.

Jist because you ask for a plan for talk and text doesn't mean that you don't have access to data on a pay per use cost. Also you would of been using data to do things such as look at Web pages ect to use $10 worth of data did you think it was magically working dude come on. Oh and you aren't charged data for the first day or so that you have the phone so it would have been after even you accumulated that Data. What you can do if you never want to use data is block data on your account by logging into self serve and going to addons and selecting to block data, do that and you won't be charged or be able to use any data for anything. Other option is to turn data off on your phone in settings under data usage.
Badge +4
Justin Robichaud wrote:

Great idea, I actually always connect the phone to my WiFi here before doing any further set up.

It's possible the rep didn't turn off mobile data during setup, which is why Gerald posted here in the first place. So, the customer leaves not realizing data is enabled and gets dinged for data. Brand new phone, customer not accustomed to where all the notifications or settings are or what they mean yet, you could eat through 100 MB of data in no time. Plus, there's this: If Google determines an app update will fix a critical security vulnerability, we may make certain app updates regardless of update settings in the app or on your device. So the data usage could have been triggered by apps updating in the background and not necessarily web browsing. All the more reason data should be turned off during setup. I'd call (611) and explain the situation to a customer service rep and politely ask to have the $10 charge reversed. There is a data block add-on that will allow you to send picture (MMS) messages, but blocks all other data. I think the fee is $2.
Userlevel 7
Badge +4
In general reps need to be mindful of customer data. It even happened to my mom's flip phone. They were messing with her settings and activated her browser and used some data.
Userlevel 5
Dennis wrote:

In general reps need to be mindful of customer data. It even happened to my mom's flip phone. ...

I agree 110%!!

But that midnfulness stems from the reps personal desire to go the extra mile for their customers.

I do agree though, it should be a standard procedure and it should be taught. It shouldn't be "oh I just don't care today" it's most certainly not the mindset that has won Koodo the JD Power awards.
Userlevel 5
I honestly believe that getting a smart phone without a Data plan is just an accident waiting to happen. It may happen when they first get it, it may happen later on. The only way to really protect the customer is with the data block on the account. But that also means picture messaging wont work. Its like putting regular gas in a car that needs premium, ya it works, but it will eventually cause a problem since its not meant for it.
Userlevel 5
Mark Kokolsky wrote:

I honestly believe that getting a smart phone without a Data plan is just an accident waiting to ...

Agreed. I always recommend the data block on the PPU and 50mb data plan. If they decide not to take it I am very thorough about Data usage and overages.

I think it really boils down to the reps personal attitude towards customer needs and how far their going to go to ensure the best possible experience. That stuff can't be trained. It comes from the reps personal fire to take absolute care of their customers. All you can really do is educate them on procedure and hope they follow it.
Userlevel 7
Badge +4
Mark Kokolsky wrote:

I honestly believe that getting a smart phone without a Data plan is just an accident waiting to ...

I think that smartphones can be very useful without a constant data connection.
Userlevel 7
Badge +4
There should be a way to provide editable APN values to allow MMS but not internet if the customer does "not want a data plan", because for sure grandpa and grandma will want to share pictures at no charge without getting entangled in the internet. Later on, if they want data, they can add the appropriate settings. Some US providers split these items out individually.

Userlevel 6
BobTheElectrician wrote:

There should be a way to provide editable APN values to allow MMS but not internet if the custome...

I think Chad here had a way of doing exactly that. If I recall the challenge was that it would only work on certain phones. It is interesting though that koodo's own prepaid plans (differentiate MMS) can do that but not monthly customers. Strange.
Userlevel 7
Badge +4
BobTheElectrician wrote:

There should be a way to provide editable APN values to allow MMS but not internet if the custome...

Koodo is working on bringing in the same way that prepaid works to postpaid for mms from what I've heard. And as far as Bob suggestion that is already an option although it varies with many devices on how to achieve it and we're kind of subject to what the device manufacture figures is best to deal with the APN settings.

Reply