Monthly Archives: April 2017

Study: Koodo Mobile, Videotron, & SaskTel Best In Customer Care

A new study by J.D. Power of the wireless landscape in Canada yielded some surprising results, especially when it comes to Millennials, born 1982-1994.  This group is growing in the number of adults as they age and because of this are having a sizable impact on how business is conducted.   Growing up in an electronic world has given these adults the need to solve their problems online – at websites or using chat tools – no face-to-face communications when they can avoid it.  It is a shift in customer care that has helped improve customer satisfaction – possibly because it is less of a hassle than driving to a store or dealing with a possible attitude.  Satisfaction was measured across four factors –  listed in order of importance – phone customer service representative (CRS), in-store service, online service, and a phone automated response system (ARS).

This study of customer care rankings put Koodo Mobile at tops with a score of 798, where they perform particularly well in both in-store service and online service.  Videotron came in a close second with a score of 790, while SaskTel pulled in third with 785 points.  Telus had a score of 771, Virgin Mobile had 764, and Fido scored 747.   All of those carriers were above the industry average score of 738, but the following carriers were below that average – WIND Mobile had 720, Rogers had 707 and Bell fell into last place with 706.

Wireless customers are moving away from the tradition phone contacts and adopting a self-service approach to seeking customer care.  About 33-percent of customers opted for the online website or the chat method to seek help with their problem and quite an increase from 28-percent in 2015.  Millennials are also much more likely to contact online customer service than other generations – 40-percent have contacted customer care online during the past six months as compared to 29-percent of other customers.

This trend is also recognized in overall contact – Millennials made an average of 4.9 customer care contacts during the past six months while Boomers, born 1946-1964, only made 2.5 customer care contacts. Adrian Chung, director at J.D. Power, says, “Wireless carriers need to embrace the shift to online self-service across all customer segments to provide a gratifying experience that matches customer behaviors.” And just because the Millennials are spearheading the use of online solutions, everybody is exposed to it, and according to Chung, “The task for carriers is to create awareness, educate customers and communicate the benefits of using these digital channels.”

Study: Koodo Mobile, Videotron, & SaskTel Best In Customer Care

More Pricing Details Emerge For The Galaxy S8/S8+ In Canada

Now that Samsung’s long-awaited and much-leaked Galaxy S8 and S8 Plus have been officially revealed, news is starting to seep out about prices and availability for customers. Although some information for Canadian consumers has already previously been reported on, more detailed information that pertains to Canadian mobile consumers has now come to light.

While not all carrier specific pricing has been confirmed as of this writing, some carrier prices have. At SaskTel, the devices are now also expected to be sold starting at $250 for the Galaxy S8 and $320 for S8 Plus for consumers choosing to buy with a 2-year contract. Those numbers fall mostly in line with pricing at Telus, which has down payments starting at similar figures but will be charging an additional monthly payment expected to start at $80 per month for the S8 and $70 per month for the S8 Plus. Meanwhile, consumers at Bell, Virgin Mobile, and Koodo, can expect their pricing to start at $490 and $560 respectively. Customers purchasing Samsung’s new devices from Best Buy Canada, Eastlink, Samsung Experience Stores, Virgin Mobile, Koodo, Videotron, Bell, or Telus will also receive a new Samsung Gear VR headset at no additional cost. Pricing for customers planning to buy the newly unveiled handsets unlocked is still expected to rest at just over $1,000 and $1,100 CAD for the Galaxy S8 and S8 Plus respectively.

Beyond the pricing information, it has now been reported by local media sources which service providers will offer the device and which dates the delivery of the two devices can be expected by. Carriers that will offer Samsung’s Galaxy S8 and Galaxy S8 Plus smartphones include Rogers, Bell, Bell MTS, Eastlink, Virgin, Fido, Telus, Koodo, SaskTel, Tbaytel, Freedom Mobile and Videotron. Both devices will reportedly begin selling through those companies on April 21st, with one noted exception. Telus has confirmed that its Samsung’s Galaxy S8 could start being delivered as early as April 17th. Moreover, each of the carriers listed here has already reportedly opened up pre-orders for both devices. Videotron is the “odd one out” in that respect, having affirmed that its pre-orders will not be up and running today and instead will be taking orders from its customers starting tomorrow, March 30th.

More Pricing Details Emerge For The Galaxy S8/S8+ In Canada

LG G6 to launch in Canada on April 7th

The G6, LG’s upcoming successor to the ill-fated modular G5, is set to launch on April 7th. Pre-orders for the smartphone are set to launch tomorrow, Wednesday March 15th.

LG says the smartphone is coming to Bell, Eastlink, Fido, Freedom Mobile, Koodo Mobile, Rogers, SaskTel, Telus, Videotron and Virgin Mobile. Unfortunately, the company did not reveal carrier and unlocked pricing, but MobileSyrup will update this story when we have additional information.

The following retailers will also carry the G6 at launch: Best Buy Mobile, Tbooth wireless, Wirelesswave, Costco Canada and Wow! Mobile Boutique.

“The LG G6 answers the call of consumers with the features that are most important to them, like an amazing camera packed with innovative new features and a large display, all wrapped up in a sleek and sexy design,” says Shelly Walia, brand manager, mobile communications at LG Electronics Canada, in a recent statement regarding the smartphone’s Canadian launch.

During my brief hands-on time with the LG G6, I was impressed with the phone’s 5.7-inch 18:9 display with HDR10 and Dolby Vision support, though I question how many apps will actually support the wider screen format. The G6’s narrower bezels also made the phone more comfortable to hold, especially when it comes to one-handed use.

However, G6’s lack of a Snapdragon 835 processor, the silicon that expected to be featured in Samsung’s still unannounced Galaxy S8, is one of the smartphone’s most significant shortcomings. I also found that the phone focuses slowly, especially in low-light, despite its camera being upgraded to a 5-megapixel f/2.2 shooter and its dual rear cameras featuring a 13-megapixel wide angle f/2.4 lens and a standard 13-megapixel OIS f/1.8 lens.

We’ll have more on the LG G6 when we get our hands on a review unit of the smartphone in the coming weeks. Until then, check out our recent hands-on with the smartphone.