I am writing to formally lodge a complaint regarding the failure to provide internet services at my new address, as well as the significant loss of time and wages I have incurred due to Koodo’s mismanagement.
Chronology of Events:
-
April 29: Service was scheduled to begin. Upon installation, the router showed a strong signal but no internet connectivity.
-
April 30 – May 1: I spent several hours troubleshooting via online bots and phone support. A technician eventually confirmed the issue required an on-site inspection and promised a callback within two hours. That callback never occurred.
-
May 2 – May 4: A voicemail was left on Saturday scheduling a visit for Tuesday, May 5. I attempted to call back immediately to reschedule as I was unavailable, but I could not reach anyone until Monday. Despite being promised another callback to resolve the scheduling conflict, I was left in limbo.
-
May 5: A Rogers technician called to arrive while I was at work. Despite my previous attempts to reschedule, the request was apparently not processed in time (the day before)
-
May 8: I took time off from my job to attend a rescheduled appointment. The technician confirmed that the line was functional, but the modem provided by Koodo is defective.
Current Status: As of today, I have had no internet service since my start date of April 29. I have paid for a service that has not been rendered, wasted hours on hold, and lost income by taking time off work for a technical visit that ultimately proved Koodo sent me useless equipment.
Required Resolution:
-
Immediate Equipment Replacement: I require a functional modem/router sent via express shipping.
-
Service Credit: A full credit for the service charges from April 29 until the date the connection is actually functional.
-
Goodwill Credit: Compensation for my lost time and the wages lost due to the unnecessary service visit caused by Koodo’s faulty hardware.
I look forward to your immediate response and a resolution to this matter.
