I am writing today to express my frustration with Koodo Online Deals and the plans and add ons. I took advantage of an online deal in May 2018, paying off the tab on my LG G5 to receive a LG G6 in the mail through a Koodo Online Deal. I followed the instructions given and all seemed to be running smoothly. My plan remained the same and all my add ons (Phone Protection) were still on my bill. The trouble began when I accidentally dropped my phone in mid December. It cracked the screen and so my first response was to call my Phone Protection Plan. I've done this years before and the process was swift and worth every penny. This time it did not prove so. After trying to compile the proper information needed - Asurion informed me that I was not covered for a LG G6 (one that I had been paying phone protection on since May) but for an LG G5 (my previous phone). This began the attempt to speak with someone at Koodo. When I called the contact line, the automated system informed me that I would receive a text and then curtly hung up. The text sent me a link to an online assistant - one that deals in the general questions of Koodo Issues. When I asked for a customer service rep -It said this call would cost me $10. it was only until I wrote the word "complaint" that the online messaging system scheduled me a call for days later. For me, this is a crack in the screen, so waiting would be fine. But if this was addressing an essential function of my phone? Days would not do. When I finally spoke with a representative, they informed me that although I had taken advantage of the online deal and followed its instructions, I had to go to the actual Koodo Kiosk in order to switch my Protection Plan to my new phone. I had gone 8 months paying my Phone Protection Plan on a phone I was no longer using, despite the fact that my Koodo phone plan had switched. I was refunded for the 8 months of the useless Protection plan, but was told that it was unlikely Asurion would cover my phone even if I brought it to the Kiosk now, as it was now cracked.
I want to say that I have been very happy with Koodo service for many years. Today's call with the service representative was informative, helpful and considerate. I have always had amazing service with customer service reps. The same can be said for all those who work the Koodo Kiosks - They have always been happy to help with any problem I might have. Their service is above and beyond. I would say that it is in these areas that Koodo excels and has always excelled because it is these services that have made me feel important as a customer and loyal Koodo member. But you do lose that with automation and online sources --and these avenues of doing business are limiting access to the Koodo Team members who do such a fantastic job! Then, when these online sources become difficult to navigate, it takes a great deal of trouble to reach a human being about it. Even my complaint couldn't be done on the phone--It had to be online here. It was such a mistake to try to take advantage of this online deal and I'm very disappointed with the end result.
I can understand the many benefits to having online sources to help with general inquiries, but when it comes to specific situations the online resources will not do. Instead of offering prompt and courteous service that I have always known Koodo for, everything is delayed. I followed the instructions given to me when my phone arrived, and unknowingly paid Phone Protection on a phone that was no longer attached to my plan. Now I have a cracked screen on my new phone that I'll have to deal with until I finally pay off my tab and decide what is my next move.