Koodo - North Vancouver, British Columbia V7P 1A1 (Capilano Mall)

employee provides false information and does not know koodo policies | by Mae on Jul 30, 2020

I have had two issues with my phone since signing on for Koodo, both due to misinformation told me by the koodo representative at the capilano dealer. He said that I was eligible to have my connection to the network fee waived as a credit on my second month bill. This was a promo for bring your own device, which I was not doing. I asked him specifics about this policy and he insisted it applied to me. It did not, which I found out by calling customer service when my bill did not show the credit. They were unable to do anything, despite the fact that this was a condition on which I signed my contract. Secondly, the same employee at this store told me I could add the protection plan at a later date when I bought my contract. According to the policies on the koodo website, I was able to go into a store within the first 60 days and add the protection to my plan. When I did this, the employee refused to do it and said he could not. When I called customer support, they assured me that he was in the wrong. TLDR: the employee at this store is unaware of key Koodo policies and represented false information to clients. I would avoid this store if you can.