There are not adequate words to express my frustration and fury with Koodo after a decade of loyalty and the worst customer service I’ve experienced with a service provider.
The phone was ordered Jan 5/25 on a boxing day sale so now I can’t even shop other providers who might have similarly advertised deals. This one was phenomenal IF ONLY I actually got a phone.
From the moment It was ordered EVERYTHING went wrong:
- No confirmation email received (somehow my email was “bumped from the system” despite getting my bill notification just fine) so I had no order number AND no tracking number.
- Schedule a Koodo Assist call, first one available is two days away.
- Get a call, get an Order No. (learn my email was bumped out of the system, can’t explain why or how), get transferred to another agent because the one I dealt with could only help me if I’d ordered the phone over the phone, I’d ordered online. I’m placed on hold and when the call connects, “We’re sorry, our office is now closed”. It was mid-morning in my time zone so I obviously got sent to an office elsewhere.
- I start a thread here and when I get nasty in my messages (which I never, ever do), THEN I get a private message from Koodo.
- Multiple Community messages back and forth, multiple emails with Koodo webstore, (I don’t have the patience to count but I’m going to hazard a guess at 50 between the two), explaining I use my phone for business, am in sales and my current phone has a malfunctioning charging port and broken screen. I need a phone urgently.
- Purolator has fully admitted the error is theirs, they have photo proof of the shipment in their possession, they cannot locate the package. They give me a Case # and tell me to give it to Koodo to file a claim with them, since it’s Purolator’s fault.
- I NAIVELY expect Koodo will settle up with Purolator on their own time and ship me a replacement phone - NOT A CHANCE IN HELL.
- Feb 6th I sit here with no phone, and am told it will be ANOTHER 30-45 BUSINESS DAYS before this investigation will be concluded - are you f*&%&*g kidding me???????
- I scheduled a call today and requested escalation to a management to solve this. Get transferred 4x, hold hold hold, and after being told I’m being transferred to retention to negotiate compensation, I’m sent to Telus Retention who has no domain on this matter; I am then transferred to Koodo Retention who promptly drops the call!!!!!! Calls me back, can’t hear me (tried switching from headphones to speaker, no result), calls me again, it rings once & says “missed call”.
- I’m done. Shopping for a new phone and a new provider who actually knows how to provide service.
If you are considering using Koodo, I DON’T RECOMMEND IT. I used to love this company but Choose Happy couldn’t be further from the truth.
Got a dumpster fire story like this one? Share it so others can make a more sound choice for their cell provider. BEYOND ANGRY AND DISAPPOINTED.