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For the Moderators Team - A terrible way to run a business

MariaLoranger
Good Citizen / Bon Citoyen

I am one of the Fall 206 Promotion clients who received a text message with the 4GB/$40 offer for Koodo. Since it's actually more expensive than the $120/ 90 days and since I don't need Canada-wide "anytime" minutes, I was not interested in the offer. Nevertheless, I took a look at it and read about it. It has been very interesting: nobody knows exactly what the offer consists of. We all know that Public Mobile upped the ante by making the offer 5GB/$40. But beyond that... it's a mystery! Some people got the $100 bonus. Others got that, plus another $50. Some people got the already paid money from Public Mobile transferred to Koodo. Some got a free Koodo SIM card, others did not (how to add insult to injury!). The small print on the offer states that the Canada-wide "anytime" minutes are actually valid only from 5 pm to 8 am next day - huh?!?

Two days ago, I received a phone call from Public Mobile, informing me about the 5GB offer and flogging all the advantages of switching to Koodo with this offer, so I promised I'll take another look.

In the last 2 days I visited 2 Koodo kiosks, one Wow and one BestBuy Mobile. None of them told me the same thing and none were able to produce for me the complete offer in writing.

Am I suppsed to switch tto Koodo and THEN find out what I signed for?!?

I will be happy to consider switching to Koodo if I could have an official offer in writing. Please do not hesitate to use my email for this purpose. Thank you,

ML

 

 

25 REPLIES 25

srlawren
Retired Oracle / Oracle Retraité

@MariaLoranger you're very welcome!  See you on the other side, I'm going to pounce on this latest round too.


>>> ALERT: I am not a moderator. For account or activation assistance, please click here.

MariaLoranger
Good Citizen / Bon Citoyen

@srlawren

Thank you so much! You are absolutely right. I feel much better now, especially that I received another offer from PM. 

@will13am @koimr1

My comment about no hardcopy contract from Koodo was a response to @MariaLoranger's comment about the same, not a rant, more of a (half-)surprised disapproval.  No, I'm not with Koodo and I have no plans (no reason) to leave PM at this time.

 

 


@will13amwrote:

From my experiences the Telus owned Koodo stores seem to be the best for getting the upgraded deal along with a free SIM card.  The Koodo franchises are tight wads and won't give away free SIM cards. 

 


This is wise and makes perfect sense. Smiley Tongue

But how to discern whether any particular Koodo store is Telus-owned or Telus-franchised?

Wonder_why
Town Hero / Héro de la Ville

@srlawrenwrote:

@MariaLorangerwrote:

The small print on the offer states that the Canada-wide "anytime" minutes are actually valid only from 5 pm to 8 am next day - huh?!?

 

 


Hi @MariaLoranger,

 

I'll address this one point:  it's a misinterpretation by not looking carefully enough.  The small print is a generic and not specific to this plan.  This is very common practice.  However, each of these conditions has a number beside it.  The one you're talking about is #3:

 

KoodoNittyGritty.png

 

If you were to look at a cheaper plan such as this $30 plan, you can clearly see it includes a little "3" beside the calling feature in the description:

 

KoodoEveningWeekendPlan.png

 

This indicates that condition 3 applies to this plan.


However, for the $40 promo plan, it does not apply, and there is no little "3" beside the calling feature:

 

KoodoPlanDetails.png

 

This is how you know that note 3 does NOT apply to the promo plan.


@srlawren Unltd Canada Wide Call anytime minutes Screenshot_2018-03-02-23-45-45.png

 


@Korthwrote:

No hardcopy of your own contract, lol, that is uninspiring.

 

I gotta say that I'm in no rush to visit Koodo.  I realize most of the recent complaints have been about PM and Koodo both fumbling on rushed promo deals, not business as usual.  Yet, seeing Koodo consistently and repeatedly perform so poorly on their customer service makes me seriously wonder exactly what "frills" Koodo offers that makes paying less for "no frills" on PM any kind of sacrifice.


Wait a minute, are you or have you been a Koodo customer?  Seeing means what?  You read somebody's rant on the net?  Objective reporting is providing your own experience.  Subjective reporting is to echo what you saw others say.  Speaking objectively, I have to say they have by and large good customer service.  I am a pretty high maintenance customer (not to be mistaken for hard to please) and the moderator team here can attest to that.  Be that as it may, I know quite a few of the Koodo customer service staff on a first name basis already.  Only one rep out of more than a dozen interactions was a total *$$*)#$*()$#)$@@.  Interestingly, he was the first interaction.  I just had to tell him politely to put me back into the queue so that I can talk to a different person who takes their job more seriously.  Long story short customer service is not an issue at Koodo.

 

As for fumbling the ball over and over again, from the ill conceived 25% rate increase to the huge variability in treatment of migrating customers, that is not really a fault of the customer service staff.  It is management or should I say mismanagement problem.

 

 

 

koimr1
Deputy Mayor / Adjoint au Maire

@Korthwrote:

No hardcopy of your own contract, lol, that is uninspiring.

 

I gotta say that I'm in no rush to visit Koodo.  I realize most of the recent complaints have been about PM and Koodo both fumbling on rushed promo deals, not business as usual.  Yet, seeing Koodo consistently and repeatedly perform so poorly on their customer service makes me seriously wonder exactly what "frills" Koodo offers that makes paying less for "no frills" on PM any kind of sacrifice.


Who is this directed at?

 

If at me I do have a hard-copy contract of the Koodo plan right here but other than the usual boilerplate terms and conditions it doesn't say anything other than what I and others posted and was easier to just screenshot it. I also thought the screenshot was prettier. 🙂

 

I do have to say that once the promo code was put in everything went smoothly, probably not even ten minutes - I was ported over in the time it took to reboot my phone with the new SIM card. And dealing with their phone and twitter support has been nice enough as well.

 

Still the original point stands - if they want people to do this they need to make it easier and at least tell their reps about it. I can't answer to their standard customer service yet, hopefully not going to require it.

 

Next test will be bringing the rest of the fam over.

will13am
Oracle
Oracle

@MariaLoranger, as a migrant myself on multiple accounts and assisting friends who were interested in switching as well, I can tell you that there is little mystery to the offer.  It is as specified in the text messge.  Along the way, Koodo added a 5 gig offer which adds 1 gig on top of the offer provided in the text.  Apparently, this 5 gig offer was sort of like a sweetener deal that agents can use to help make up your mind to switch if you start fussing too much about migrating.  This is the reason why some agents won't even give the better deal to their mom while the good agents will just do it almost without asking to make the customer happy.  The promo code for the 5 gig offer is GOKOODO405GBBPO.  Mentioning this to the agent is sure to improve the chances of getting the upgrade offer. 

 

From my experiences the Telus owned Koodo stores seem to be the best for getting the upgraded deal along with a free SIM card.  The Koodo franchises are tight wads and won't give away free SIM cards. 

 

As for the Canada wide calling feature, it is unlimited minutes as @srlawren points out.  The plan does not include call forwarding.  That is a $3 per month add-on.  The plan qualifies for medium and small tab for hardware purchases. 

 

If you are located in the GTA, I can point you to some stores where you will be in and out in 10 minutes.  Don't forget also to take advantage of the Koodo referral reward which pays both parties $25.

torontokris
Town Hero / Héro de la Ville

@MariaLorangerwrote:

 

I will be happy to consider switching to Koodo if I could have an official offer in writing. Please do not hesitate to use my email for this purpose. Thank you,

ML

 

 


You got an official offer from Koodo, that was the text you got... 4GB $40 and $100 rebate

If you want to look into the leaked 5GB promo codes sharing on here then YMMV (Your milage may vary)

srlawren
Retired Oracle / Oracle Retraité

@MariaLorangerwrote:

The small print on the offer states that the Canada-wide "anytime" minutes are actually valid only from 5 pm to 8 am next day - huh?!?

 

 


Hi @MariaLoranger,

 

I'll address this one point:  it's a misinterpretation by not looking carefully enough.  The small print is a generic and not specific to this plan.  This is very common practice.  However, each of these conditions has a number beside it.  The one you're talking about is #3:

 

KoodoNittyGritty.png

 

If you were to look at a cheaper plan such as this $30 plan, you can clearly see it includes a little "3" beside the calling feature in the description:

 

KoodoEveningWeekendPlan.png

 

This indicates that condition 3 applies to this plan.


However, for the $40 promo plan, it does not apply, and there is no little "3" beside the calling feature:

 

KoodoPlanDetails.png

 

This is how you know that note 3 does NOT apply to the promo plan.


>>> ALERT: I am not a moderator. For account or activation assistance, please click here.

No hardcopy of your own contract, lol, that is uninspiring.

 

I gotta say that I'm in no rush to visit Koodo.  I realize most of the recent complaints have been about PM and Koodo both fumbling on rushed promo deals, not business as usual.  Yet, seeing Koodo consistently and repeatedly perform so poorly on their customer service makes me seriously wonder exactly what "frills" Koodo offers that makes paying less for "no frills" on PM any kind of sacrifice.

MariaLoranger
Good Citizen / Bon Citoyen

@koimr1

Thank you - very useful. Will use IF I decide to bother with this again - already spent way too much time for this. 

MariaLoranger
Good Citizen / Bon Citoyen

@Korth

You'd think so but, no, nobody gave me any papers, they were going to do it on the computer. More than this, one told me that he does not have anything in writing, another said that she's not allowed to give me anything (i.e. print the screen with the offer). Does not inspire a lot of confidence...

MariaLoranger
Good Citizen / Bon Citoyen

Thank you very much for your advice and information. 

smp99
Deputy Mayor / Adjoint au Maire

I think I have to agree with the original post. The biggest debacle in this whole story is the lack of communication from PM. A simple text, then a retraction. That was basically it. Sure there was a post from 'Dave' but that would assume people visit here. 

 

We should not have to rely on a variety of forum threads on mutiple boards full of tidbits that were both correct and incorrect (we had to decide), to gather details. Why can't PM issues official statements. Even if the questions relate to Koodo, PM should be able to answer it. I mean they share the same lunch room, certainly they have common meeting rooms. 

 

 

 

@MariaLoranger You will receive no official offer beyond the text that was sent. It is clear from posts throughout this ordeal that the Koodo offer IS variable. The best deals seem to be available at Telus/Koodo owned stores. If you tell us your locale someone may have store suggestions.

You will always get the standard offer of 5 GB data, unlimited Canada wide calling, unlimited global texting, medium tab (if you wish to buy a phone) for $40/month plus a $100 credit. You need your phone number and the promo code in the text you received to qualify.

If you proceed you should also ask for free SIM (promo code PM-SIM-0) and a credit for any Available Funds. You may need to check several Koodo shops until you find one willing to do this.

I recommend you read through this thread: https://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/Round-4-Has-Begun/m-p/222884#M25767.

Good luck.


>>> ALERT: I am not a CSA. Je ne suis pas un Agent du soutien à la clientèle.


@MariaLorangerwrote:

Thank you for your reply. With respect to: "The minutes are not limited by time - that is for some of the other Koodo plans but NOT this one." - I am willing to belive you, but how do I know this? I went to Koodo website and started the switch procedure - there was no mention of an exception for THIS offer, just the small print for ALL offers, on the same page including this one.  I did not continue. This is why I'm asking for a clear and complete text of the offer.


Only Koodo can clarify their offers. Use the promo codes provided and talk to a Koodo rep.

koimr1
Deputy Mayor / Adjoint au Maire

This is the plan:

koodo 5gb.png

 

To get it, tell the Koodo rep to enter this code:

 

GOKOODO405GBBPO

 

You can also attempt to get your SIM card free with this code:

 

PM-SIM-0

 

Your mileage may vary on that - the rep I dealt with would not do it so I am dealing right now with them via Twitter demanding I get it.

 

Additionally there is a $100 credit applied to your account which should show up on your first bill. The rep told me it did NOT show in their system but calling Koodo's customer care verified that it will show up.

 

For the minutes, the rep verified that this is the case - no limit, no time restrictions. On the website if you look at the plans you'll see in the details a superscript number that you need to look in the terms at the bottom - you'll see the number for the restricted minutes applies only to certain plans.

 

HOWEVER this 5GB plan does NOT show up on the website (at least not the last time I viewed it). This plan is meant to be done in-store only. You CAN enter the code on the website as well as your number and you will see the $100 credit (which is weird that the rep doesn't see it when doing in-store) but the actual plan will NOT show up. Very confusing.

 

The earlier 4GB plan WILL show up though. Some people have done that and then called Koodo and switched it to the 5GB one afterwards.

 

Yes, they should make this easier but hopefully if you pursue this the above will help. Printing it out and having it in your hand should do it.

 

 

 

 

 

 

 

@MariaLoranger

 

I haven't dealt with Koodo.  But I'm guessing that if you reported to one of their kiosks to transfer your service from PM to Koodo then they gave you some paper to sign which has all the fine print specified within.  Even if they didn't, that's your point of contact and their "advantage" over PM is face-to-face customer service ... if I was looking for answers then I would go back to the same Koodo kiosk, ideally to the same Koodo agent, along with whatever paper and stuff they gave me (although this last shouldn't be necessary, since they should have their own copies of everything).


@MariaLorangerwrote:

Thank you for your reply. I'm not surprised if I missed something - as it is I am annoyed that I lost so much time with this. 

I believe that the real problem started with the Fall 2016 offer - they should have never promised thaat the price and terms will stay the same as long as the customer is active if they did not intend to honour that promise. Now they are trying to get out of that promise, but I have rarely seen something so badly done! It's appaling! But I guess that's why the execs get the big bucks :).  

However, I am serious : If I receive a complete and detailed offer in my email, I may very well switch. Otherwise - no dice.  I am waiting for a Support person to answer my initial post.

 


The moderators are the front line staff who had nothing to do with the decision making but have likely been most affected by the fall-out... They also don't have anything to say about the Koodo offers and/or cold calls from Koodo reps.

 

If you want a statement from the moderator team you should send them a private message.

Use this link to send a private message to the @Moderator_Team, include all relevant information in your message, such as account number, phone number, problem description.

More information on contacting the mods: https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moder...

 

As for an official statement from Public Mobile management: Since this is all we got since somebody pushed the send button on the price increase a couple of weeks back - I assume it's as good as it gets... https://productioncommunity.publicmobile.ca/t5/Discussions/A-letter-from-Dave-on-the-infamous-40-for...

MariaLoranger
Good Citizen / Bon Citoyen

 

@koimr1

Thank you for your reply. With respect to: "The minutes are not limited by time - that is for some of the other Koodo plans but NOT this one." - I am willing to belive you, but how do I know this? I went to Koodo website and started the switch procedure - there was no mention of an exception for THIS offer, just the small print for ALL offers, on the same page including this one.  I did not continue. This is why I'm asking for a clear and complete text of the offer.

@MariaLoranger

 

People have been posting screenshots of text messages, snapshots of Koodo offers, and various promo codes in recent threads.  (I'm disinterested in these Koodo offers so I haven't really followed these threads, but someone else here might provide links.)

 

So you might be able to upgrade your Koodo plan or even cancel it and return to PM, but either option requires some preparation, persistence, and negotiation on your part.  It shouldn't have to be that way, a waste of time hassle, but it is what it is.

 

My understanding is that most Koodo reps are unaware of the Koodo-to-PM promo offers.  And that many of those who are aware of the offers will automatically reject them on the basis of so many non-PM customers attempting to exploit them.  Either way you'll have to convince them your promo is legit, and unless you get lucky you'll have to carry your complaint from Koodo rep to Koodo rep, and again it's stupid but it is what it is.

 

You do of course have the option of filing a consumer complaint at CCTS.  Be sure to follow their protocol - part of which requires you make an effort to resolve the issue directly with the carrier before escalating it for CCTS arbitration.

MariaLoranger
Good Citizen / Bon Citoyen

@Korth

 

Thank you for your reply. I'm not surprised if I missed something - as it is I am annoyed that I lost so much time with this. 

I believe that the real problem started with the Fall 2016 offer - they should have never promised thaat the price and terms will stay the same as long as the customer is active if they did not intend to honour that promise. Now they are trying to get out of that promise, but I have rarely seen something so badly done! It's appaling! But I guess that's why the execs get the big bucks :).  

However, I am serious : If I receive a complete and detailed offer in my email, I may very well switch. Otherwise - no dice.  I am waiting for a Support person to answer my initial post.

 

Korth
Mayor / Maire

@MariaLoranger

 

You've missed quite a few threads about this whole fiasco, from the botched PM promo to an apparently ongoing series of Koodo offers.

 

My understanding is that PM voice calling is all "unlimited".  There are no limited minutes or restricted and unrestricted calling times.  Fine print from Koodo does not apply to PM.

 

Many PM customers moved to Koodo.  Some seem very happy, some seem less happy because they accepted a Koodo offer but lost out on subsequent (better) Koodo offers, some were unhappy and have returned to PM.

 

But long story short -

Koodo might change their offer, give you more GB data, give you a $50 or $100 balance, waive activation fee, refund the Koodo SIM card price, etc.  Or they might not.  Apparently persistence pays off, some people have spoken with many Koodo reps in many Koodo stores, some got lucky and some didn't and some are still trying.

While PM might be able to reclaim disaffected Koodo migrants, some PM customers have returned and "lost nothing" after contacting the mods.

Passions were (and still are) high on all sides, but at least everyone agrees PM and Koodo (and Telus) botched the whole thing, they didn't plan and implement it well, they didn't communicate and coordinate it well (and apparently they still aren't, although they're all making efforts).

And Koodo reps are always eager for commissions, so you make continue to receive some unsolicited msgs from them which offer all sorts of different things that only confuse the issue.

koimr1
Deputy Mayor / Adjoint au Maire

Just to be clear the offer is from Koodo and that's who contacted you about the 5GB/$40 offer.

 

The minutes are not limited by time - that is for some of the other Koodo plans but NOT this one.

 

And yes - seems that many Koodo reps either have no clue on this promotion or the wrong details. Find the details here (in this forum) and print them out along with the promo code.

 

It's been an extremely messy affair - not one official statement from either PM or Koodo on this.

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