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Why does Koodo ONLY allow account holder to do upgrade when all other carriers allow account holder to assign authorized user?


Allow Authorized users on accounts to be able to do upgrades and plan changes etc. I work in a multi carrier cell phone store and Koodo is the only carrier that does not allow Authorized users to do upgrades on their own phone line. What if Mom opens account for son, mom is in BC and son is in Ontario going to school and he needs to upgrade, do you expect mom to fly to ON or son to fly to BC just to get a phone?

28 replies

Userlevel 2
If I had to wager a guess, it would be to protect the account from any unlawful activity with the hardware. This is the same reason why Koodo's credit card system requires the credit card to match up name & billing address.
Yea that could be it, they are the youngest amongst the carriers so might take time to catch up but if the account holder gives authorization it should be ok... just like you can turn your bank account into a joint bank account with only one signature required because you trust the person you are joining account with so if account holder trusts the user they should be able to sign for changes on the account. It works with the other carriers so I hope koodo follows suit one day soon
Userlevel 7
Hey Dan! How's Wasaga? lol I +1 this idea, this has been a thorn in our side for a long time now.
Lol wasaga is awesome! Thanks for asking. I really hope they make new policy soon. I'd have more to say to you if this wasn't a public forum haha let's just say the recent system update has upset me.
I went in Thursday to get a new phone. My name is on the account I can do everything however I needed her in order to get the new phone. So this hasnt took affect everywhere.
Userlevel 7
Badge +4
Kayla Marie wrote:

I went in Thursday to get a new phone. My name is on the account I can do everything however I ne...

This is just a suggestion right now. It hasn't taken effect anywhere.
Userlevel 4
Kayla Marie wrote:

I went in Thursday to get a new phone. My name is on the account I can do everything however I ne...

It has taken effect already...everywhere. The account holder needs to call in. There is a form we would use to add the authorized person. Your name being on there as a user is not the same thing.
Userlevel 7
Badge +4
Kayla Marie wrote:

I went in Thursday to get a new phone. My name is on the account I can do everything however I ne...

Authorized users can do a hardware upgrade? I any case, this idea is not marked as implemented.
Userlevel 4
Kayla Marie wrote:

I went in Thursday to get a new phone. My name is on the account I can do everything however I ne...

We received an email about mid-January about the tool that would be used for such a situation. The account holder would need to make a quick call to Koodo. Any care or tech support agent would have access to this tool. This would allow authorize users to redeem the Tab or perform upgrades in Koodo shops. From what I can tell, this should be marked implimented as you stated.
Userlevel 7
Kayla Marie wrote:

I went in Thursday to get a new phone. My name is on the account I can do everything however I ne...

I guess we'll see what the official word on it is then 😮
Userlevel 4
Kayla Marie wrote:

I went in Thursday to get a new phone. My name is on the account I can do everything however I ne...

Not too sure how much more official it can get considering you all know my postition at Koodo. If you mean from a member of the social media team (employee) I totally understand 🙂
Userlevel 7
Kayla Marie wrote:

I went in Thursday to get a new phone. My name is on the account I can do everything however I ne...

I know your position but there's a difference between a random Koodo employee who I don' know telling me I can and it have no bearing whatsoever at any Koodo level and a Koodo rep who is represented by name and represents the company with their statements. That's why I always ask for an official word. This way customers who need to refer back to it have some actual ground to stand on.
Userlevel 4
Kayla Marie wrote:

I went in Thursday to get a new phone. My name is on the account I can do everything however I ne...

Totally understandable. Not everyone knows my position in the company. I hope they post is soon so we all can reference it 🙂
Userlevel 7
Badge +4
Kayla Marie wrote:

I went in Thursday to get a new phone. My name is on the account I can do everything however I ne...

This official enough? http://community.koodomobile.com/koodo/topics/koodo_news_your_ideas_power_koodo
Userlevel 4
Kayla Marie wrote:

I went in Thursday to get a new phone. My name is on the account I can do everything however I ne...

Err....no? 😛
Userlevel 5
Kayla Marie wrote:

I went in Thursday to get a new phone. My name is on the account I can do everything however I ne...

Hi Zaphod, it's implemented. You should have received an email about it 🙂
Userlevel 3
This is already implemented. All you got to do is call Koodo as add such and such person as an authorized user. Only the account holder can activate another line or cancel a current line. Authorized users can send phone in for repair or upgrade.
Userlevel 4
Rocky Balboa wrote:

This is already implemented. All you got to do is call Koodo as add such and such person as an au...

Ahmad made a good point waiting for an official response. regardless if it is implimented or not, there is no official word in this community about it, regardless what we know, Rocky 🙂
Userlevel 7
Badge +4
Rocky Balboa wrote:

This is already implemented. All you got to do is call Koodo as add such and such person as an au...

There was official word about this in the 'ideas implemented by koodo so far' news post about a month ago. That's when we informed koodo that they failed to tell most of the agents about it.
Userlevel 7
Badge +4
Rocky Balboa wrote:

This is already implemented. All you got to do is call Koodo as add such and such person as an au...

Yes. " Launched Ideas" 4.Upgrade Phones Without Being the Account Holder http://community.koodomobile.com/koodo/topics/14_launched_ideas_from_1_awesome_community-17vmh7
Userlevel 3
Rocky Balboa wrote:

This is already implemented. All you got to do is call Koodo as add such and such person as an au...

YEs I remember seeing this on the forum about implemtned ideas for 2013 but it was removed
Userlevel 7
Badge +4
Rocky Balboa wrote:

This is already implemented. All you got to do is call Koodo as add such and such person as an au...

It's not removed, it's still there.
I hope Koodo updates so the Authorized User can be added via self serve rather than requiring account holders to phone in. There is an option to add an account manager already so I can't see why it couldn't be enhanced to add an authorized user on self-serve online account management. Glad it has been implemented at least but have not yet had the need to try it 🙂
Userlevel 5
stumblelina wrote:

I hope Koodo updates so the Authorized User can be added via self serve rather than requiring acc...

Problem with that is there's no way of verifying that the account holder is the one doing it. You could have a family member (say for example a Teenager) log in and change it or you could get hacked and have someone even in the wrong location go get a new phone on your account. This is even easier to have happen if you have your computer remember your password or if you use an insecure password. In other words for everyones protection it's pretty much required to speak to the account holder.
Userlevel 2
stumblelina wrote:

I hope Koodo updates so the Authorized User can be added via self serve rather than requiring acc...

Does this then make it possible for me to go to the Koodo store (my wife and I are joint account holders) and add a new phone as a surprise birthday.gift for her - given as her Samsung whatever model it is, is now 4+ years old. I know which phone she wants but I lose the surprise element if she has to be there also!

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