Koodo's needless inconvenience

[Dan W.]

It so happened that my credit card was renewed, since I joined with them. Now their website doesn’t accept it, anymore; --there’s no way to change the expiry date of your credit card through their webpage.
I emailed customer service and they told me the only way to fix the problem was to call 611. I spent about an hour with the phone on my ear, microwaving my brains while listening to their obnoxious music, and finally hanged up.

Since then I’ve tried multiple times to explain to them (by email) that unless they pay for my time, I will NOT call 611 ever again; but all they reply, like a broken record, is that I have to call 611. Two months have gone by, and I have no way to pay my bill; no solution in the horizon. What's it going to take to make them fix this totally unnecessary problem which THEY created?

They make all their customers have to periodically have to waste hours of their time on the phone, just because they can’t pay some javascript kid 500 bucks to fix their website to allow updating one’s credit card expiry date online?!?! Not only are they inconveniencing their customers, but in fact it probably costs them millions of dollars a year to pay for customer service people to answer the phones just to update credit card expiry dates... That's why I say this is the most irrational company I've ever had to deal with. Suggesting to them to change the way they do something is hopeless; like talking to robots that were never programmed for the possibility of a customer having a good suggestion.

Well, if they continue to treat *this* customer like his suggestions don’t matter at all, I’ll start a public awareness campaign that will cost them millions in lost business.

My advice to anyone is to stay away from Koodo if you plan to pay by credit card.
Or just stay away, period.

[alphonse101]

Well, that is an angry one.

Sorry the Koodo website does not require your need. but as far as it goes, the options for credit card modification to an account has always been done either by customer service or in store. It is not a mistake on their part, it is just the way it works. And no, sending them emails won't fix anything, you need to talk to them. So then, my advice to you are the following :

1- Call customer service (if afraid of blowing your brain, might I suggest a landline phone)

2- Go to a Koodo store, if you have one nearby

3- You can always pay your bill at the bank

Hope this helps

[Kronk86]

LOL...wow, i will send you a $1 for your time. That's all it is worth.

If you picked TELUS over Koodo, you would be able to change the CC information. However, if you are just re-entering the same card # with a different expiry, no carrier allows that online right now.

You got all worked up over nothing...You and about 15 million Canadians all have to go through the same process. Suck it up!

[Dan W.]

Well, that is an angry one.

Sorry the Koodo website does not require your need. but as far as it goes, the options for credit card modification to an account has always been done either by customer service or in store. It is not a mistake on their part, it is just the way it works.Well, "just the way it works" doesn't work for me.
Why is it that I didn't have this problem with any other bills that I pay with credit card, but Koodo has to make things hard?
They all allowed me to change my expiry online. That includes Amazon, Rogers, my server bill, a financial charting service, and several financial advice subscriptions. Nobody gave me trouble except Koodo.

And no, sending them emails won't fix anything, you need to talk to them. So then, my advice to you are the following :

1- Call customer service (if afraid of blowing your brain, might I suggest a landline phone)

2- Go to a Koodo store, if you have one nearbyNone nearby; and I suffer a "minor" clinical condition that --doesn't exactly prevent me from going places-- but it gets aggravated by moving around. Long story; I should be getting surgery with a couple of months; no firm date yet. But spending an hour at a pay-phone is out of the question; and going to the nearest store is a huge hassle for me; because it's in a mall, and I have to walk quite a bit from the subway station to get to it.

3- You can always pay your bill at the bankThat's true; but I think I want to fight them in court, instead.

..........................

However, if you are just re-entering the same card # with a different expiry, no carrier allows that online right now.You're saying that if all carriers do X it means X is right? What's the logic?


You got all worked up over nothing...You and about 15 million Canadians all have to go through the same process. Suck it up!You suck.
It is precisely for the sake of 15 million Canadians' times I want to fight this; not just for my own sake.
There's no justification that I can see for this stupid policy.
Additionally, there's no justification for making people wait long times on the phone to speak to someone.
This is Queue Theory 101: Queues's (waiting lines) are BAD for all parties involved. They are bad for business; period!
If you own a retail store or supermarket, there's no economic advantage in letting long queues of people form. Just move some people from other tasks to help at the caches.
If you let the queues grow long, at best, you will get the same number of purchases as you would have got. At worst, you'll lose customers who, next time, will go elsewhere.
And while the temptation to discourage calls by imposing long waiting times may be at least understandable in the case of technical support departments that produces no revenue for the company, making customers wait long times on the phone just to be able to pay for the services is completely and utterly retarded.

[Kronk86]

Well, "just the way it works" doesn't work for me.
Why is it that I didn't have this problem with any other bills that I pay with credit card, but Koodo has to make things hard?
They all allowed me to change my expiry online. That includes Amazon, Rogers, my server bill, a financial charting service, and several financial advice subscriptions. Nobody gave me trouble except Koodo.

None nearby; and I suffer a "minor" clinical condition that --doesn't exactly prevent me from going places-- but it gets aggravated by moving around. Long story; I should be getting surgery with a couple of months; no firm date yet. But spending an hour at a pay-phone is out of the question; and going to the nearest store is a huge hassle for me; because it's in a mall, and I have to walk quite a bit from the subway station to get to it.

That's true; but I think I want to fight them in court, instead.

..........................

You're saying that if all carriers do X it means X is right? What's the logic?


You suck.
It is precisely for the sake of 15 million Canadians' times I want to fight this; not just for my own sake.
There's no justification that I can see for this stupid policy.
Additionally, there's no justification for making people wait long times on the phone to speak to someone.
This is Queue Theory 101: Queues's (waiting lines) are BAD for all parties involved. They are bad for business; period!
If you own a retail store or supermarket, there's no economic advantage in letting long queues of people form. Just move some people from other tasks to help at the caches.
If you let the queues grow long, at best, you will get the same number of purchases as you would have got. At worst, you'll lose customers who, next time, will go elsewhere.
And while the temptation to discourage calls by imposing long waiting times may be at least understandable in the case of technical support departments that produces no revenue for the company, making customers wait long times on the phone just to be able to pay for the services is completely and utterly retarded.

LOL...your first post ammused me, but this one was hilarious.

You take them to court! You sue them for NOT breaking a law! lol

[urbnlgcy]

Dan, I applaud your efforts and hope you go a long way. Apathy is a huge problem today. There isn't enough help for consumers.

However, I personally think you're wasting your time and resources, not to mention I fundamentally disagree with your argument. Like Kronk said, you can't sue someone for not breaking the law.

By your logic:
If you believe "If all carriers do X, it means X is right." is a false statement, then you must believe one of the following:
"If all carriers do X, it means X is wrong."
OR
"If all carriers do X, X could be right, wrong, or neither."

If you believe that "If all carriers do X, it means X is wrong.", then you commit yourself to saying that if carriers do help the world communicate, it means helping the world communicate is wrong.
OR
If you believe that "If all carriers do X, X could be right,wrong, or neither.", then you also have to admit that what the carriers are doing (i.e. not letting you change your credit card expiry date online) is possibly right, and possibly right kinda leaves your rantings flat.

[Dan W.]

Dan, I applaud your efforts and hope you go a long way. Apathy is a huge problem today. There isn't enough help for consumers.

However, I personally think you're wasting your time and resources, not to mention I fundamentally disagree with your argument. Like Kronk said, you can't sue someone for not breaking the law.Who said I was going to sue them "for not breaking the law"? I didn't say any such thing.

Have you any concept whatsoever about our legal system? If someone "breaks the law", you don't have to sue them, in the first place; all you have to do is call the police.

Suing is what you do in cases of civil disputes, where no laws are involved.
You buy a coffee and spill it on yourself, and you end up in hospital with 3rd degree burns, for example... There is no "law" that says that coffee cannot be served too hot. That's a civil suit.

By your logic:This is NOT by my logic, first of all.

If you believe "If all carriers do X, it means X is right." is a false statement, then you must believe one of the following:
"If all carriers do X, it means X is wrong."
OR
"If all carriers do X, X could be right, wrong, or neither."

If you believe that "If all carriers do X, it means X is wrong.", then you commit yourself to saying that if carriers do help the world communicate, it means helping the world communicate is wrong.
OR
If you believe that "If all carriers do X, X could be right,wrong, or neither.", then you also have to admit that what the carriers are doing (i.e. not letting you change your credit card expiry date online) is possibly right, and possibly right kinda leaves your rantings flat.
Grandiose way to complicate everything. Kronk86 insinuated that if all carriers do X, then X is right. I simply pointed out that's a fallacy.

[Kronk86]

You seem very passionate about this. I can only imagine how you would react when something that actually matters happens to you. A little too intense.

Suggestion: Fight the battles worth fighting. This isn't one.

[Unamync09]

So far, all the 04 episodes, were awesome. It seems the series is getting better and better.

[Kronk86]

Who said I was going to sue them "for not breaking the law"? I didn't say any such thing.

Have you any concept whatsoever about our legal system? If someone "breaks the law", you don't have to sue them, in the first place; all you have to do is call the police.

Suing is what you do in cases of civil disputes, where no laws are involved.
You buy a coffee and spill it on yourself, and you end up in hospital with 3rd degree burns, for example... There is no "law" that says that coffee cannot be served too hot. That's a civil suit.

This is NOT by my logic, first of all.


Grandiose way to complicate everything. Kronk86 insinuated that if all carriers do X, then X is right. I simply pointed out that's a fallacy.

About that coffee comment. There are laws that mandate the companies that serve coffee have to put a 'caution: Hot!' logo on the cups OR serve it at or under a certain temperature to prevent burns.

Just an FYI :)