Terrible Customer Service

The most recent agent told me that she would call me back in 2 hours and it has been 3 hours still nothing. I talked with 8 different agents but none of them were helpful or was able to actually schedule a technician to come over after the first one. Terrible company do not buy their products

she finally called back with 1 hour delay. She said that the earliest they can get a senior technician to come and visit is on Monday. Funny thing is that I explicitly told them that I will not be here on Monday since I have to go into work since I have no wifi. They have had an entire week to fix this and the one day that I will not be there they are saying that they are sending a technician.
I told her that I want to talk to a supervisor, she said that she scheduled a supervisor callback which will 24 to 48 hours. How slow and pathetic can one company be?

I assume you're having issues with internet. Koodo internet is actually provided by a third-party ISP. Their schedule doesn't always correlate with Koodo plans, so patience is needed.

I understand that they have Roger lines and that they do not have control but why lie to me and tell me that a technician would be here tomorrow for three days straight???? Also, one of the agents told me that the previous agent messed up the request form and another agen told me that the previous one should have requested for a senior technician not a normal one and thats why the request was denied. It looks as if the agenst have very little training and that the company gives them very little ability to help customers.

Got another call from a new agent and he said that he can see that the previous agent scheduled a tech visit from 8 am till 12, which again shows the lack of training since i explicitly told them that I will not be at work on Monday.

Do they need access to inside your unit/home? Most of the time, they only need to reconnect the cable box outside.

No i think they need access to my unit. The first technician went outside to the electrical room and saw that everything is okay but he saw some patched in the wall and thought that someone cut the wires inside my unit. Apparently they have reported an “Escalation” to try and solve my problem after one week of my calling in, only now they try to do something different.

It seems they'll need to make a physical modification to your wall, which means you might need to coordinate with them again. Do you happen to have a friend or someone who could open the door for them?

No unfortunately i moved to a new city a week ago for work and do not have anyone that i trust to open the door for them. That should not be a requirment for a service that I pay for in advance. You would think that one week of constant communication with them would be enough to solve the problem. It took my building management approximately 2 hours to dispatch one of their contracted people to come and cut the hole in the wall, but 4 days of waiting for them to tell me that the “senior’ technician can come on Monday. The hole is still there btw. Whoever negotiated the terms of the deal between Rogers and Kodoo has no idea how to negotiate for good technician support/customer support

Let me flag a rep to see if we can have more information here. 

The agents i spoke to yesterday told me that he would callback around 5 PM to confirm that a senior agent was going to come from 5 to 8 PM on Monday. Suprise suprise he did not call, the agents are actually and purposely negligent and incompotent. My data plan is running and now I have to pay more money to Kodoo Mobile to be able to get online. I WANT REFUNDS

Hi there ​@Mhajati24 

We are sorry to hear about this experience!

We have limited access here on the the community when it comes to Internet installation, however we will do our best to make sure this is addressed as soon as possible.

We have just sent you a PM so we can confirm some more details, please check your community inbox when you get the chance.

I talked with a new agent who said that the technician visit is still scheduled for Monday from 8 am till 12 am and that the last agent’s request for time change had not been approved or smth. 
She told me that I would need to talk to the technician (when he calls me to see if I am home or not, 30 minutes before coming) and tell him that I am not home and if he can come from 5 PM till 8 PM instead. She said that she cannot garantee that the technician will accept but its worth a try.
I told her to book me a slot for Tuesday from 5 PM to 8 PM so that if the technician says no then another one will come on Tuesday and that it does take another two days to dispatch one cause all of their times were booked. An idea that she or none of the agents at Kodoo had. 
I just recieved an automated call from Rogers to confirm my appointment for Monday and they connected with me an agent, the Rogers agents soo much more helpful and actually tried to change the tech visit time and then when he could not, he tried to book me another tech visit for Tuesday. I finally felt like an agent was trying to help me.
I was supposed to get a call back from the most recent Kodoo agent to confirm that my slot for Tuesday has been booked but suprise suprise, I have not been called.