I completed the first half of my Koodo assist call with an excellent agent Jessica, who put me on hold to transfer the call to an agent who handles new phones ordered online. She only manages phones order over the phone. I was told I would be on hold less than 5 minutes and when the music ended, rather than a live agent picking up, I got a recording saying the office was closed, call back another time. ARGH. Obviously the office is in a time zone west of me, it’s 9:30am Eastern here.
Please have a live agent call to complete the process. I ordered a phone on Jan. 5/25, but have received no email, no tracking or order number, had to re-set my Self Serve account. It’s infuriating not to be able to reach someone live when something like this happens. At least provide a scheduled Koodo Assist caller with a direct callback number - the first agent will have NO idea my call wasn’t completed and the 2nd office doesn’t even know I was waiting for service from them. Very frustrating.
BTW, Jessica DID give me an Order number that I can give to the second agent I was unable to connect with.
You will need to request a callback via Koodo assist. Just make sure you mention it is regarding a webstore order. When you do speak to someone, I would make sure that the email they have on file is correct.
https://www.koodomobile.com/en/help?autobots=rollout
You will need to request a callback via Koodo assist. Just make sure you mention it is regarding a webstore order. When you do speak to someone, I would make sure that the email they have on file is correct.
Nope, it already took 48 hours to get a scheduled callback from my request made Sunday. The call today is incomplete through no fault of mine. Koodo needs to finish this service call without me having to reschedule this for a date that’s another 48 hours away. Issue encountered Sunday and I STILL don’t have the issue resolved.
After 15 years of an account with Koodo, I hadn’t received a confirmation email on my purchase of a new phone because suddenly my email had disappeared from my account! How?? I certainly didn’t remove it! So they had to reset my Self Serve account today and then my call was sent to a closed service centre in another region. I didn’t drop the ball this morning, I’m asking Koodo to finish what they started with this mornng’s scheduled but incomplete call.
When I reported a mistaken roaming charge in December here in the Community, that was rectified within 24 hours. How is it not possible to see the report of this error here and have it dispatched to a phone agent to complete the process without requiring the customer to do all the legwork? NOT HAPPY. So much for “Choose Happy”, I’d like them to live up to their brand.
Sorry I thought you were a new customer.
Now that you have the order number, what does it say when you try to track it here?
https://shop.koodomobile.com/checkout/order/orderSearch.jsp
What phone model, size, colour did you order?
Hi
Thank you for both responses above. I ordered a Samsung S24FE phone and the order number given by the agent yesterday morning says no such order exists.
I have replied to the private message indicating my order number and the Purolator tracking number shows it has not yet been delivered although it was expected Monday. I tried to add a screenshot in my private message/inbox reply but the system did not accept it so I deleted it. I will continue to watch my inbox here and use the Purolator tracking number. This is what I was hoping to get by creating this comment (Purolator tracking number) so I’m grateful that you’ve moved this issue further along. We’re not at resolution yet, but we are closer. Thank you!
I have just signed up for email notifications from Purolator for the delivery and in so doing it indicated that they are experiencing delays with volume, likely a holdover from the postal strike.
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