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Koodo's extended warranty with eSecuritel SUCKS


Koodo's extended warranty with eSecuritel SUCKS. For some unwarranted reason, they "randomly" selected my name upon trying to make a claim when my phone was damaged, to require extra information from me supposedly to help me avoid identity theft. This "random" selection now requires a MAJOR inconvenient step from me. I must download a specific form, have it printed, scan it, take a photo of a piece of photo identification, attach it , fax it back to them...all before they will even begin to process my claim. I happen to live in a rural area, do not have a printer, scanner OR fax machine. There is no way out of this requirement. I am so angry I could chew nails! This a a significant inconvenience for me and for no good reason. As soon as I possibly can, I will be done with Koodo. This is not the first time they or those they have chosen to connect themselves with have cost me either time or money and I am DONE!!!!!

18 replies

Userlevel 7
So in the first half of your post you acknowledge the fact its eSecuritel and then towards the end you blame Koodo and their policies. It's not Koodo, it's not their company. Feel free to cancel the warranty at anytime if you no longer want it It's like blaming a car manufacturer for the fact your insurance wants certain documents from you for a claim. Makes no sense
Userlevel 7
Badge +4
Ahmad wrote:

So in the first half of your post you acknowledge the fact its eSecuritel and then towards the en...

Apples to oranges. Normally the seller of the car doesn't also provide a warranty. Koodo chooses to use a third party but it's still provided by Koodo. Having said that, I presume that it I indeed random and it sure does suck but OP I assume that you have a library or something to that effect that you can use ?
Ahmad wrote:

So in the first half of your post you acknowledge the fact its eSecuritel and then towards the en...

Just take a picture of what you need to and send it to them. I take it you do have access to a cell phone with a camera on it. Take a picture and send it to them and if they can't be satisfied with that then just trash your relationship with them. I hope something I've said helps you!
Ahmad wrote:

So in the first half of your post you acknowledge the fact its eSecuritel and then towards the en...

It requires that the document have my signature, so simply taking a picture of it won't do. It needs to be printed first.

Ahmad wrote:

So in the first half of your post you acknowledge the fact its eSecuritel and then towards the en...

Ahmad, If you read carefully what I said at the end, it is "Koodo AND those they have chosen to connect themselves with. Your comments are glib and sarcastic.

Ahmad wrote:

So in the first half of your post you acknowledge the fact its eSecuritel and then towards the en...

Well just send them a picture of your Drivers License then. If these people can't be satisfied with that given your situation of where you live then just terminate your relationship with them. Go with someone else who's not going to treat you like a Criminal! If these businesses can't treat their customers better then they don't deserve to have any customers!!!
Ahmad wrote:

So in the first half of your post you acknowledge the fact its eSecuritel and then towards the en...

Thanks Kate. I will try that. They have me over a barrel for now, as my phone is broken and I need it replaced by them. If I don't do what they want, they won't replace it.
Ahmad wrote:

So in the first half of your post you acknowledge the fact its eSecuritel and then towards the en...

e securitel has been great with me!  This is the second phone that they have replaced and they did not give me a least bit of hassle!  Just do what they ask it is not really a big deal!
Ahmad wrote:

So in the first half of your post you acknowledge the fact its eSecuritel and then towards the en...

Holy heck you're the only one.. they have a class action suit against them right now. Needless to say I'll take my chances with nothing.
Userlevel 5
Pretty horrible that a company takes extra measures to protect its customers from possible identity theft. Although I'm guessing if they didn't do this, and you had your identity stolen, you would be on here posting that they need better ways of protecting customer information.
Userlevel 7
Badge +4
Mark Kokolsky wrote:

Pretty horrible that a company takes extra measures to protect its customers from possible identi...

Random selections don't seem like a particularly effective means of protecting everyone from identity theft and there no need to be rude about it either.
Userlevel 5
Mark Kokolsky wrote:

Pretty horrible that a company takes extra measures to protect its customers from possible identi...

Random selections seem to be a pretty common way of increasing security, just look at airports. Randomly asking for additional information is meant to deter people who know they wouldn't be able to provide that information. If you know that you may be randomly asked for something, you may choose not to put yourself in that position in the first place. Protecting people from fraudulent activity is a pretty fine line to walk, they could just as easily ask everyone for proof of ID, but that would cause a large inconvenience to everyone. If they don't ask at all there are likely spots people would learn to exploit. Random requests aren't a perfect solution, but its part of the balancing act.
Userlevel 7
Badge +4
Mark Kokolsky wrote:

Pretty horrible that a company takes extra measures to protect its customers from possible identi...

Airport security is not effective at all save for Ben Gurion International, which doesn't rely on random screening. That's the method they use, fine. I'm not feeling a discussion here on the most effective methods of anti-id theft. Too much of a tangent especially.
Mark, Their "request" came after extensive questioning which already proved my identity and after about fifteen minutes on the phone with them.

Userlevel 5
elizabeth wrote:

Mark, Their "request" came after extensive questioning which already proved my identity and after...

Unfortunately I don't know how the warranty company works, or how they select people for additional information requests. Usually being randomly selected always happens at the worst possible times for anyone (just ask anyone late for a flight who gets selected). My comment was just meant to highlight that sometimes companies have to do things that don't make everyone happy in order to protect themselves as well as their customers. They aren't trying to deliberately screw you over, they are trying to make sure everything is legit. Its not perfect, but there isn't really any way for a company to be perfect.
Userlevel 7
Badge +4
elizabeth wrote:

Mark, Their "request" came after extensive questioning which already proved my identity and after...

Unfortunately besides filing a complaint of whether or not it was random, you'll just have to go through with it. As I sai earlier, a library would be your best bet cost wise to get what is needed done. Pdf files also support digital signatures so you could try that too if they'll allow online submission.
elizabeth wrote:

Mark, Their "request" came after extensive questioning which already proved my identity and after...

Thanks for being kind.

I completely agree that the eSecuritel program is a total waste of my time. I am in the process of dealing with the replacement for the replacement because they are refurbished and don't work properly.. The 'new' phone they sent me is also malfunctioning, to the point that half the time the touch screen DOES NOT WORK. This is absolutely ridiculous, and Koodo really should consider a new company to be associated with them. I also am considering ditching Koodo in general after these issues, even after roughly ten years service with them. I am losing patience, and they are losing my loyalty FAST. Oh, I would like to add, that each customer service rep I have talked to was AWFUL and their knowledge was so varied. I also was refused access to talk with a supervisor twice, as there was miscommunications all over the place in multiple areas of my claim! And I have to send my original broken phone in (within the 15 days) BUT I have still not received a working phone.. Total waste of my time. Not impressed, with eSecuritel OR Koodo.

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