Questions and concerns | Koodo Mobile | Forum

I'll be making the switch to KoodoMobile(from Rogers) and since I gained a lot of valuable information from theblog.ca's write up as well as the many many comments I thought I'd offer my experience thus far. This relates to the comments regarding Telus customer service. I sent koodomobile an email yesterday:
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I'm considering switching providers from Rogers to Koodo. There are a couple concerns I have, most notable is poor customer service. I guess this email will be my own personal gauge for whether the assertions are true or not. Here are my questions:
1) Is the LG 8700 TriBand or Dual Band?
2) If I go with the $45 Plan which includes long distance, does that mean that as long as I don't go over my minutes I will never get any long distance charge ever? Whether I'm in Brantford making calls to Toronto or in Toronto making calls to Brantford, or whether I'm not in Brantford and I'm receiving a call. In all those scenarios, will I never see a long distance charge on my phone as long as I stay in Canada under my alloted minutes?
3) If my phone should break, how long would it typically take me to get a replacement if it is still under warranty and I send it immediately to your RMA department?
4) If Koodo decides to increase the price of their plans in the future, will I be allowed to continue paying my previous amount or will I be forced to adopt the new price?
5) If I was to get the unlimited Internet option for $7 what connection would I be using? Would it be EV-DO or would it be 1xRTT?
Thank you very much for your time and I hope you give me a full and complete response.

Sincerely,
Robert S
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Koodo Customer Service to me
Aug 5 (1 day ago)

Hi Robert,
Thank you for your interest in Koodo Mobile Id be happy to answer your query.
1) The LG 8700 is Dual-mode phone
2) Yes with the Nationwide talk and text plan you will never be billed long-distance charges for any calls made while in Canada to anywhere in Canada.
3) If you have a Koodo shop near you it may take a few days up to 2 weeks to repair or send out a replacement. Or we can do a priority exchange for 25$ and we will send a replacement within 3-5 business days to receive.
4) If we decide to change our prices then you would be able to keep the older plan.
5) You would be using EV-DO technology 1xRTT is for talking not internet connections.

Thank you for choosing Koodo Mobile.
Sincerely,
C.V.
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Robert S to Koodo
show details 9:40 PM (22 hours ago) Reply

Thank you very much for your quick response. You answered almost everything I asked and it's helped me make my eventual leap to a new company (I've been with Rogers for well over 5 years now). The only thing I didn't get a response but would like clarity on is what happens when I'm in Toronto and I receive a call. I will be out of my area so will I get charged long distance on this or will I not get charged for being out of my home area?

Thank you again for your response.

Sincerely,
Robert S

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Koodo Customer Service to me
show details 12:30 PM (7 hours ago) Reply

Hi Robert S,

Thank you for your interest in Koodo Mobile, I'd be happy to answer you query.

If you have the Nationwide Talk and Text Combo, you will not be billed for long distance charges even if you are outside your home calling area. That plan allows you to be anywhere in Canada and are able to make and receive calls with no long distance charges.

We hope to welcome you to a Fat-Free experience here at Koodo Mobile.

Sincerely,
J.B.

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Both responses were under a day and they were very friendly and informative. I'll try Koodo for a month starting next week and if I'll respond again with my initial opinion.

I have a question, when i buy a dynex ( it's a USB for cell-phone memory cards ) and can i put it cool ringtones, or songs, or wallpapers and then just put it back into my phone? will it work?

Gab,

hi, i like the koodo phone and plan i think its all good and the prices and rates are reasonable, my only concern is that i bought the motokrzr phone and it didnt come with a memory card, where can i get one ?

I am also worried that if I make the leap from overpriced Rogers, to Koodo - Will I get dropped calls, and poor service? Has anyone had experience with repair, or bill discrepancies with Koodo yet?

I'm having problems with my texting too, I can only reply to messages, not create my own. Anyone know why that is?

BTW, Koodo is TELUS in every way possible (except maybe prices). When I activated my phone the recording on the test number even said TELUS. So to anyone worried about coverage, etc, just think of Koodo as TELUS. If TELUS has crappy coverage in your area, then so will Koodo.

For texting, sometimes it's just a switch issue. If you find your texting is slow or not working properly, clear your inbox/outbox. Then try rebooting your phone by removing the battery and turning it back on. If this doesn't fix the problem within 15 minutes, call into tech support and get them to refresh your switch. Sometimes its just a backlogged switch. Hope that helps

I was thinking about buying a koodo phone (the motorola W380) can I get some feedback on that phone?? and I have been hearing alot of problems with texting. I plan on doing alot of texting and was wondering if the problems are with all the koodo phones?

Sarah said:

I am also worried that if I make the leap from overpriced Rogers, to Koodo - Will I get dropped calls, and poor service? Has anyone had experience with repair, or bill discrepancies with Koodo yet?

Koodo's Self Serve is amazing, you can do everything online no customer service needed! After Sign in to the website http://koodomobile.com/
Under the Self Serve tab "My Account" displays your Phone Number, Customer Account#, Customer Since, & Current Balance.
Be green & choose E-Billing (Paperless). There is a feature here that can send you a text and/or e-mail to tell you of your new monthly balance.
View your e-bill in full detail on the web page or in PDF,
Your bill is presented in four levels of detail:
* The Bill Summary Section provides you with the big picture by summarizing all your charges into a few easy-to-understand categories.
* The Account Detail Section provides a more specific review of service charges and taxes for your account.
* The Adjustment Table provides a listing on the adjustments applied to the account during the billing period. (only appears if there are adjustments made to the account).
* The Airtime Detail Section provides a list of phone calls made during the billing period.
You can choose from account detail, airtime detail, download e-bill, etc.
There is the option to pay with credit card or use your Customer Account# and pay through a financial institution.

Under there eCare section of Self Serve you can see your file details:
Customer Name
Account Number
Address
Home Phone
Business Phone
Customer Since
Mobile phone model
Current Balance
Past Due Balance
Last Payment
Last Payment Date
Plan
Added Features
& you can change what needs to, ex: address, number, features, plan, suspend mobile phone.

Dan said:

BTW, Koodo is TELUS in every way possible (except maybe prices). When I activated my phone the recording on the test number even said TELUS. So to anyone worried about coverage, etc, just think of Koodo as TELUS. If TELUS has crappy coverage in your area, then so will Koodo.

It's not that we WILL have crappy coverage. We DO however use Telus' towers we are ALSO using other companies towers also. So that means if Telus has poor coverage in one area but our other company has great coverage then that means, you will have GREAT coverage also! :)