KOODO SUCKS | Page 6 | Koodo Mobile | Forum

I just cancelled my Koodo account today. This is the second time this month where I can't receive texts. I can send them and the recipient receives them and I can receive texts if sent through the website.

After 4 long and grueling technical support trouble-shooting calls, they found out it was a router issue. They fixed it after about 4 days and got my texting issues working again. Two out of the four reps were helpful but the other two were useless chimps.

(Just like in any business, you get people there that invite challenge and strive to be helpful....then you have the other warm bodies just collecting a paycheck. Am I right?)

Last night, I found out that the texting issue was happening again. I called today and wanted to reopen the ticket with them. The rep was a complete moron with no intention to help me and so I asked to speak to a supervisor. After waiting for 13 minutes, I got another rep who 'specializes in escalations'. She tried a minimal 'fix' and I told her to look into my recent file because it was the router issue again. She then told me that she can't support me because I have and iPhone4. Seriously?!?! I already know that they won't 'support' my phone but they can support their own cheap router set-up, no? After speaking with her, I just had to cancel my account.

My husband is in IT and he actually explained it to me in non-computer lingo. Their routers are cheap and they can advertise cheaper prices because they don't put any money into newer technology. Even though it is under the Telus umbrella, it is different technology that they offer their customers.

Bottom line is that when you search around to other providers, Koodo really isn't highly discounted. Customer service anywhere is hit and miss depending on who you get in the luck of the phone draw.

The only lesson here is don't get into a 2 or 3 year contract because you are enamored by a blingy phone.

:???:

About to scrap my koodo account as well. Have been on hold waiting for customer service long enough to drain the battery and shut off the phone....

Incredibly poor customer service (aside from the point of sale guy at the kiosk who was extremely helpful)

Handset has never worked properly and is less than 3 mos. old. Very poor text reliability. I have tried to contact them on numerous occasions and EVERY time got put on hold with a message saying '...higher than normal call volumes....' which leads me to believe that they don't know what 'normal' call volumes are, and are therefore incapable of staffing appropriately.

As for the previous comment:

"you are being straight up REDICULOUS. Like really.. tell me this… is your world REALLY going to end if you dont have text messaging? '

No, my world will not end, nor will the person who wrote the letter you were addressing. We are, however being CHARGED for that service, and have PAID for it. If I go to the movies, buy a ticket, and sit in the seat, I expect to see the film. Not exactly brain surgery to expect a service provider to honor the agreement they have taken money for. (P.S. you misspelled the words 'ridiculous', and 'don't'......)

The question is simple economics: Businesses that take care of their customers (especially EXISTING customers) survive in the market place, and go on to prosper. Those that operate like Koodo (and unfortunately, if you do any online research into the parent company Telus....) fall behind, and suffer.

Vote with you dollars, and don't vote for koodo.

Koodo customer service is non-existent. I have had nothing but problems with them since signing up in September and it has only gotten worse. I have actually had their reps blatantly acuse me of making things up to get a discount. I have been TOLD that I was informed of things that were NEVER discussed. I have been argued with, interrupted, dismissed and then ultimately ignored. It is utterly incomprehensible how they manage to keep any customers at all.

Sept 2010 - I sign up for the Stay connected package and add unlimited North American long distance and am told there will be no hidden fees and I will pay a flat rate of $88 per month. This appeals to me since I am just out of cancer treatment and can't handle anything complicated.

September 2010 - I am still waiting for them to get my Shaw number. I can make calls out, but no one can phone me. This goes on for over three weeks as they fail time after time and then have to start the whole 4 day process over. If it comes near a weekend, it will be longer.

October 2010 - I get billed the full pop for the prior month and call to say "No" since my phone was only good for outgoing calls and they STILL didn't manage to get my old number from Shaw. I talk to a chick that ARGUES with me and offers me $10 off, which I refuse. She says that I can go ahead and talk to a supervisor but no one is going to offer me more. I DO talk to someone else and he wipes out the September bill and makes me happy.

December 2010 - I move to a different city and go to change my number only to find out that there is a bill for $750. Upon looking at it I can see I am being charged long distance. Again I am forced to deal with a snotty rep who interrupts me and insists I must have gone over my "local" minutes. Well... No. I hadn't. I add them up and they come to 140 outgoing. More debate ensues until I give up and just say "fix this or I will take my business elsewhere". The account is credited $750 and I carry on.

March 2011 - After paying my bill ($88/month) on time every month, I go to make a phonecall an it is hijacked and I am put through to a Koodo rep. I am told that I face disconnection unless I pay $850!!! I explain that this has happened before and that I am supposed to have unlimited long distance. She says that the long distance is free but I am being charged for the airtime. When I tell her that was NOT what I was told before, she starts talking over me and treating me as though I'm some deadbeat that just wants a freebie. She says that I should be on a plan that is $3 more per month. She says I was told that I needed to do this back in December. She says $750 was already discounted once and they won't do it again.

Now here's what I don't get... I have said over and over and over again what I thought my plan was, and that I was paying for an unlimited long distance plan because that is the major volume of my calls. So if Koodo had to reverse $750 worth of charges just a couple of months ago, would a reasonable person not think it incumbent upon them to make SURE this customer is on the right plan so they don't have to do it again?

Well, the concept is foreign. She offered me $100 off of my bill and to put me on the plan I had been told I had from the very start. I told her they were not getting that money, that I am a cancer patient and might not be around that long but if they wanted my $88 (or $91 with the new plan) then they would have to make this right. She again refused, pointing out what a problem customer I am that they have credited me over $800 since I signed up.

Well guess what? Someone who is in the right is NOT going to credit someone that much money. FIX THINGS ON YOUR END!!! KOODO SUCKS!

I ended the conversation with this "supervisor" and asked her to have her manager call me. No call came and since I refused to pay $850 my phone was cut off at midnight last night.

Do NOT sign up with this company. While the connections are reliable, the moment you have to deal with their customer "service" department you will quickly come to realize that gouging out your own eyeballs with a dull butter knife would be more fun.

after wait for help at 109min i hang up and try again now they put me on hold again let's see how long this time???? Hope she can find the way to help me this time, she just get back to me and she will credit for me, thanks God never again i deal with this company!!!!!

Thank you everyone for all your help I almost got a koodo phone today lol

All koodoo wants nowadays is to destroy a persons credit.Especially if you have been properly outraged by their method of counting minutes.
On a service call to question my bill,i got a woman who was clueless,and didnt give a crap.I told her i want to go through every call until it totals what they had put on my bill.It came nowhere near the total of 133 mins they billed me for the month.It was actually less than 50 mins.It was clear that they billed me for saturdays(free) ,and sundays(free),and when i pointed that out to her she said…" OH"
If someone lies to you dont you get angry.Its like they almost admit to ripping you off,and dont care.Now they are threatening my credit,with a collections bill,and they still havent cancelled the phone,like i begged them to,months ago.I cant use the phone for calling etc,but it still comes on like a suspended account phone would.They need to go away,out of business.With companies like public mobile around i hope "DOODOO" dies a slow,and painful death!

just got the phone online, on the phone for 3o minutes on hold, hung up...then 30 minutes on hold. I am done before i have started.
G

KOODO SUCK that why i'am not with them any more and it the best thing i ever done KoodoCustomer said:

I've had no problem sending nor receiving texts. None of the texts that were sent to me were ever late. Sometimes it happens, sometimes it doesn't.

Man there are people out there who are nice and they are still treated like crap. just an FYI for YOU.Smartthinkin' said:

I think it is amusing how people could go on these blogs and straight up talk so poorly about people and a company. Did you know that Koodo uses Telus and Bell towers? any issue that you experience with your texting is because of the network (just an FYI).

OH YEAH.. and maybe the customer service reps that you speak to are 'snotty' or 'rude' to you because you are being straight up REDICULOUS. Like really.. tell me this... is your world REALLY going to end if you dont have text messaging?

Any time ive had an issue with my phone I called in and they rectified the issue right away and compensated.. oh yah and maybe because I treated them with respect, I was treated with respect. Any rep that I had spoken to was very nice. .. I just tend to realize that it is a HUMAN BEING on the other line.

Just a thought...

Koodo has never been an issue for me.. I think the rule of thumb is to accept that nothing is perfect, and to treat all with respect? shouldnt be too much to ask from someone...

I honestly don't understand the posts, they're highly disrespectful to a company who is trying to make a revultion come true in canada. Like jeez guys, get a life and start learning how to adjust.
Customer service - 10/10
Service = so far so good (Canada -wide calling) - REally wat can be better?
Get a grip people.