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Warranty replaced phone not working


Hello Koodo community, I am posting here because I have had a terrible experience with the Koodo customer service. I got a Motorola moto g4 plus back in September. I loved the phone but noticed that the speaker had a crackling sound when the volume was turned up. I took it to a Koodo store, got a loaner phone and got my moto sent in for repairs. A week passes by and I am informed that Motorola has decided to replace my phone altogether with a refurbished phone. I go pick up the refurbished moto g4 and use it for 5 days. But as it turns out the phone has a problem with the proximity sensor. Hanging up the calls is impossible. The gestures also don't work because of the same issue. After that I have gone to the Koodo store 5 times, sent it in for repairs twice(every time they are somehow "unable to detect the problem"). The last time I went the Koodo employee refused to send it in for repairs and said that I should have got the extended insurance (nonsense). I called up Koodo 3 times and was offered a 50$ credit (I would have to pay the other 140$ for a new moto g4). Calling Motorola resulted in nothing new as well. My talk with a Koodo manager (on the phone) resulted with him offering me a replacement that would take about a week to get to me. I don't have a secondary phone in the meanwhile. What are my options? Should I call in again, demanding (I am eligible for one) a loaner phone? Sorry for a long post. I appreciate any input to this.

4 replies

Userlevel 7
Badge +4
Sounds like Koodo has gone above & beyond their responsibilities here. The repair / replacement of the phone is entirely the responsibility of the manufacturer, not the vendor. You would be eligible for a loaner phone (if available) while yours in in for repair, however Koodo has apparently offered to send you a replacement, so the loaner is not usually available in this situation. If you can engage the manager, and your current phone is in the possession of Koodo, you might be able to get a loaner.

David wrote:

Sounds like Koodo has gone above & beyond their responsibilities here. The repair / replaceme...

I currently have the phone. I understand that the problem is caused by Motorola, but as far as I am concerned, I have paid the full price of a phone, to get a phone that is not functional. Thanks for the comment 🙂.
Userlevel 6
@Ahmad: You should be eligible for a loaner phone. Sounds like customer service/loyalty was offering you a deal for an upgrade. Since you're still within your 1 yr manufacturer warrantee, of course you can go back and use the loaner phone.
If you are thinking of upgrading, I'd recommend the Moto Z Play. Same price on tab at the time of writing as the G4 Plus, but definitely a higher end phone. Less likely to have issues. Currently at $0 upfront for a tab 15, it's quite the steal!
titaniumtux wrote:

@Ahmad: You should be eligible for a loaner phone. Sounds like customer service/loyalty wa...

I will try my luck again. Thanks for the info.

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