Recently, someone explained to me how they went through your whole 611 shenanigans just trying to arrange a support call. The callback system might be acceptable if it actually worked properly—and if your robot bothered to clearly explain when nobody could contact you because support was closed.
I have now spoken with several Koodo customers who have expressed serious discontent with this system. Honestly, I was almost relieved to discover that I am not the only person who feels this way about how Koodo handles 611 support situations.
Your customers get sent on quite the obstacle course just to ask a basic question, get information, or have an overcharged bill corrected. Ultimately, it feels like a disrespectful way to treat the very people paying for your service. Everything about the process spells terrible customer service.
Explain this system to people in other countries—or even to Canadians using different carriers—and they suddenly feel grateful they are not with Koodo.
Here is how the system works:
I am already logged into my account. I go to Help and Support. I click the little chat bubble, and a chat window pops up. Then I have to enter my phone number. Then I have to log in all over again. After that, I have to argue with a bot just to reach a live customer-service agent because it apparently cannot understand anything I am saying—even in an age of overwhelmingly capable AI.
Then, after completing this ridiculous digital scavenger hunt, I have to wait for a callback at one specific time.
Which means the customer is expected to sit there waiting and remain available for Koodo, rather than Koodo simply having someone available when the customer actually needs service.
Maximum disrespect successfully implemented. Ta-da.
Why, Koodo?
I guarantee this system is costing you customers. It turns what should be a simple support interaction into an exhausting, unnecessarily complicated runaround—and leaves customers feeling as though their time, money, and loyalty mean very little to you.
