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Very Poor Service from eSecurital


I recently contacted E-securital with an inquiry on how to replace my broken phone. After being transferred 3 times and having to give out the IME number so many times I had it memorized I gave up for the night. Apparently they had no record of the IME from the phone which was a replacement that they had sent out in the first place! 
Contacted Koodo repairs and warranty's and they told me to just use my Tab. If I was going to do that then why would I have purchased insurance in the first place?

12 replies

Userlevel 6
Yikes sorry to hear that.
Did you have a question? Or did you sort it out by getting a phone in the end?
My main question would be can Koodo just replace my Note 2 themselves. Seems unfair to have to wait for eSecurital to figure out their error. It would be nice to be able to go into the kiosk nearest me and exchange my broken Note 2 for a new Note 2... which was supposed to happen with eSecurital anyway, right?
Userlevel 6
Kat Smart wrote:

My main question would be can Koodo just replace my Note 2 themselves. Seems unfair to have to wa...

No, esecuritel sends you a replacement in the mail the next day.
Unfortunately the best way to get the answers you want is to call them directly.
Kat Smart wrote:

My main question would be can Koodo just replace my Note 2 themselves. Seems unfair to have to wa...

Which I did...
Userlevel 6
Kat Smart wrote:

My main question would be can Koodo just replace my Note 2 themselves. Seems unfair to have to wa...

Ok well I'm just saying that Koodo can't replace your phone. 
That's dealt with entirely by E-Securitel.
You mentioned that you "gave up"
I would suggest calling them back and not giving up.
If you got the extended warranty and it is not expired then you can get a replacement phone from them after paying the deductible.
Kat Smart wrote:

My main question would be can Koodo just replace my Note 2 themselves. Seems unfair to have to wa...

Thanks for your opinion, but that was not very helpful...but thanks anyway

Userlevel 6
Kat Smart wrote:

My main question would be can Koodo just replace my Note 2 themselves. Seems unfair to have to wa...

I realize it wasn't the answer you were hoping for, but it is the only way to move forward.
Kat Smart wrote:

My main question would be can Koodo just replace my Note 2 themselves. Seems unfair to have to wa...

no it just wasn't helpful but thanks
Userlevel 6
Kat Smart wrote:

My main question would be can Koodo just replace my Note 2 themselves. Seems unfair to have to wa...

I'm sorry I couldn't be more helpful.
I thought I answered all the questions you had.
You asked if Koodo can do it over the counter, the answer is no.
You asked how you should proceed, I answered that as well.
Was there some other way I could help you?
Any other questions or concerns you had?

Remember you're not burning Koodo by dissing me, I'm just another bloke on the forum like yourself, volunteering time to answer questions for people.
Kat Smart wrote:

My main question would be can Koodo just replace my Note 2 themselves. Seems unfair to have to wa...

I told you I had already talked to them with no assistance from them. I'm not trying to "burn" anyone. Just straight put your answer wasn't helpful. Thanks for your input but I will wait for someone else's input. 
Userlevel 7
eSecuritel is a third party insurance company who deals with your claims. Koodo can't help you replace it through them, either in store or over the phone. The only way is through eSecuritel. I would escalate the issue with them because they dropped the ball here. They should have a record of it. If you can try and prove you had insurance coverage, either through credit card statements or your invoice from Koodo, that may help your case further.
Jonathan I wrote:

eSecuritel is a third party insurance company who deals with your claims. Koodo can't help you re...

Eseuritel sucks. They are a crappy warranty service company

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