Koodo Community
Question

I just bought a CPO iPhone and the price went down...

  • 14 October 2016
  • 38 replies
  • 331 views

... and it's within the 15 days. Can I get a price adjustment?

38 replies

Userlevel 7
Badge +4
Thanks for taking my call Richard. To confirm, the price adjustment has been applied to your account by way of a tab credit and this issue is now resolved.
Thanks for sharing all your feedback.
Great - I'll let the team know to apply the credit to your tab.
And correct, except your current ...
Give me 5 mins. Phone is dead. And we will be discussing everything!!
Userlevel 7
Badge +4
Great - I'll let the team know to apply the credit to your tab.
And correct, except your current ...
Hey Rich - I actually tried calling you earlier this morning. Is there a good time to reach you so we can close the loop on everything?
Great - I'll let the team know to apply the credit to your tab.
And correct, except your current ...
Status update? And filing a complaint? Or should I just take this up with the CRTC?
Great - I'll let the team know to apply the credit to your tab.
And correct, except your current ...
Oh, it doesn't take a lower tab payment per month to $11.25 over 24 months? I would much prefer it that way. And this Timo guy is getting on my nerves and making this situation even more disturbing. Why does he have "mobile master" status when he responds to your customers the matter he does?
Userlevel 7
Badge +4
Great - I'll let the team know to apply the credit to your tab.
And correct, except your current tab is $345 (you've already paid $15 towards it). So the difference will be taken off that amount. Your monthly payments will remain at $15/mth - you'll just pay the tab off quicker (in approx. 18ish months instead of 24).
Thanks Ranjan, I would like to lower my Tab balance. Will it reduce the total Tab down from whats owed? For example $360 down to $285 spread over the 24 months?
If paying your visa bill for the purchase of the phone is your primary concern, take the bill cre...Your disrespect towards Koodo customers is downright dispicable. Keep on doing what you're doing jerk!

I will escalate this until you lose your benefits as "Mobile Master". You don't deserve special perks and privileges the way you respond to customer inquiries.
Userlevel 7
Badge +4
If paying your visa bill for the purchase of the phone is your primary concern, take the bill cre...*yawn* Have a nice life, and keep working on that self esteem. You'll get there some day.
If paying your visa bill for the purchase of the phone is your primary concern, take the bill cre...Again making more assumptions about me. Hey Koodo, how does one file a complaint against this guy? He has no place in representing your company as a "mobile master" and should have his activity reviewed and status revoked.
Userlevel 7
Badge +4
If paying your visa bill for the purchase of the phone is your primary concern, take the bill cre...The fact that this is a public forum means that I have just add much right to comment as you do to complain. If paying off your visa is not a concern, then it is irrelevant and there was no point in even mentioning it. I honestly couldn't care less what your opinion of me is, but the fact that you immediately became hyper defensive tells me that you spend a great deal of time worrying about what other people think of you.
If paying your visa bill for the purchase of the phone is your primary concern, take the bill cre...Again. Why are you still chiming in? Not insecure just trying to point out a flaw in the system. As Ranjan pointed out, it is a frustrating situation to be in and yet you still have disrespectful words? I cant pay down my Visa with Koodo credit. I can still pay off my Visa and I'm actually debt free. You chime in because you have no power to do anything on this website except maybe assume customers that are not yours cant pay their bills and inadvertadly insult them? All you have is a a picture of some guy who badly needs a haircut and some fancy squiggly lines with the words "mobile master" next to it. See not so nice that i assumed that about you. This matter is being dealt with by a professional. Koodo, is this guy is a good representation of the customer service that's being offered by a "Mobile Master"?
Userlevel 7
Badge +4
If paying your visa bill for the purchase of the phone is your primary concern, take the bill cre..."The reason I want it refunded back to my Visa is I can't pay off my Visa with credit from Koodo. Visa charges interest where Koodo does not." If you can pay off your bill regardless of whether you get a refund or not then interest charges are a moot point. Choosing to be insulted because I took your own words at face value is your own insecurity talking.
If paying your visa bill for the purchase of the phone is your primary concern, take the bill cre...Bein able to afford my phone is none of your concern and I'm speaking here in terms of principal. Nowhere did I mention about not being able afford this device (of which I can) so leave it to the myself and the Koodo rep to deal with it. No need to chime in when I already commenced a conversation with a professional. Koodo, you make this guy Timo a master yet he has to go and assume that I cant afford this? Absolute disrespect!
Userlevel 7
Badge +4
If paying your visa bill for the purchase of the phone is your primary concern, take the bill credit and use the money that you don't pay for your phone service to pay the visa bill. (ignoring the matter of whose fault it would be if you actually bought a phone which you could not afford to pay for). Otherwise take the tab credit and spend a few months less paying off the phone. Much like a multiple choice test you have been provided with the available options. Your choice now is to take it or leave it. You do not have the option of writing in your own answer.
Userlevel 7
Badge +4
Ok Ranjan,

The reason I want it refunded back to my Visa is I can't pay off my Visa with credit ...
Understood. In that case I would recommend taking the bill credit over the tab credit.

If you take the tab credit, it reduces the overall tab amount by $75+tax. You still pay the same amount every month, but do pay the tab off sooner, which will ultimately reduce your bill by the monthly tab amount once paid off.

By taking the bill credit, it will be reflected on your next bill (and until the credit is depleted), meaning you can take the money you would have paid towards your Koodo bill and put it towards your credit card payment.

If this works for you, I can have the team apply the credit right away. Or if you still prefer the tab credit, we can go that route as well - just let me know.

Unfortunately, calling the web store number will result in the same options being presented to you. The only way to get a refund direct to your card at this point is by completing a return.

We do strive to ensure issues like yours are addressed in a timely manner through the community, and I apologize on behalf of the team for letting this sit for longer than it should have. Hoping the solution proposed above will work for you.
Ok Ranjan,

The reason I want it refunded back to my Visa is I can't pay off my Visa with credit from Koodo.  Visa charges interest where Koodo does not.  If I call the Web Store's 1-800 number, would they be able to refund me the difference?

If not, I now have to choose an option that I don't want.  With that being said, I will reluctantly choose to reduce my Tab balance with the price difference +tax.  And is it possible to provide me with a breakdown either posted here or via email?

There really needs to be a better way for this to work in the future.  Forcing customers, myself going on 8+ years, through this headache of getting a price adjustment for something I bought on your website and also not offering them something for their frustrations is kind of silly.  From posting, to phoning and back to posting after waiting 3 days to finally get someone to read my post after bumping a few times is also very faulty in terms of customer service.  I'm looking forward to the next "survey request" as this whole process was very unpleasant and I did not "Choose Happy".

Koodo????

So can anybody help me?  3 days and still no response even though I see staffers ...
The same thing just happened to me! I just purchased an iPhone SE for $220 with medium tab. They are being offered for $0 right now with medium tab. I only bought this phone 1 week ago
Userlevel 7
Badge +4
Koodo????

So can anybody help me?  3 days and still no response even though I see staffers ...
I can appreciate you trying to trouble-shoot a resolution with us, Rich.

Fully get the complexities of having to return the phone only to repurchase, or worse, not being able to purchase it back due to availability of stock and the promotional price changing, etc. It would indeed be an inconvenience for you and something we're hoping to avoid - this is why you have the option of getting back the difference by other means (tab or bill credit for the full amount).
Is there any particular reason this can't work for you?

You mentioned earlier that a price adjustment at the store level refunds the amount back to the users card - which is correct. Unfortunately with this being an online order, the process is more complicated given security requirements, so we're proposing a work-around that would hopefully save you time and effort, and in the end gets you the same outcome.. just through a different method.
Userlevel 7
Badge +4
Koodo????

So can anybody help me?  3 days and still no response even though I see staffers ...
Hello Rich.
[b]What we [i]can do is apply a credit directly to your tab, which reduces the remaining balance that you owe by the same amount as the cost difference, OR apply a credit directly to your account to go towards your monthly bill. The amount you get back is the same no matter how you slice it.
[b]This is what the 2nd option is. I find it easy and it doesn't cause any hassle.
Koodo????

So can anybody help me?  3 days and still no response even though I see staffers ...
Thank you Ranjan.

But sending back my phone seems like a ridiculous step to take in order to get the difference back.  What if, in the time I go through the return process, the phone I want is sold out and by the time my returned phone goes through the refurbishing process, the sale is no longer active?  It just seems like an inconvenience to both parties including time and money.  This wouldn't be any issue in any retail environment, so I don't see why this is any different?

Another solution could be to refund me the entire purchase made on Oct. 8th and re-sell to me the exact same device at the brand new price today.  We can pretend I shipped it back and Koodo can pretend they shipped me the exact same device back out.  It can be done automatically or I can call Koodo again today and do this on the phone.

I am trying to help come up with a solution so will this work?

@Ivan - this whole thing has been a huge hassle... I've been waiting 3 days to get this sorted.
Userlevel 7
Badge +4
Koodo????

So can anybody help me?  3 days and still no response even though I see staffers ...
Rich, I'd suggest you take the 2nd option as it's much more similar to your desired resolution.

Returning the device to repurchase it would be a huge hassle.
Userlevel 7
Badge +4
Koodo????

So can anybody help me?  3 days and still no response even though I see staffers ...
Good news Rich - we can get this resolved for you today.

Unfortunately, we can't issue a refund to your card for the difference due to security measures. If that's the only resolution in your mind, then unfortunately you'll have to follow the formal return process to initiate a return, send back the current phone, and you can place a new order (once the current phone has been received by the warehouse).

What we [i]can do is apply a credit directly to your tab, which reduces the remaining balance that you owe by the same amount as the cost difference, OR apply a credit directly to your account to go towards your monthly bill. The amount you get back is the same no matter how you slice it.

Let me know what you prefer. If you're aligned with one of the credit options I can get that sorted this afternoon.
Koodo????

So can anybody help me?  3 days and still no response even though I see staffers ...
OK Ranjan but this should be rectified today and I shouldn't have to wait to get this resolved within the 15-day window (a CSR on the phone said I have 30 days due to an online purchase?).

However I do NOT want a credit (although some sort of credit will be welcomed for my headache in this ordeal and for the time I've spent dealing with this matter).  I want the difference refunded back onto my original method of payment, my credit card, the way price adjustments should be done.

I am also assuming that I won't get a response back till after 3pm EST due to the web store not being open?  I don't want to call the 1-800 number as that will waste my minutes and more of my time trying to contact Koodo in the many ways that I did already regarding this issue.

It shouldn't be this difficult!
Userlevel 7
Badge +4
Koodo????

So can anybody help me?  3 days and still no response even though I see staffers ...
Hey Rich - I found your account and have reached out to our web store team to confirm exactly how to get the credit applied/what steps need to be followed. I'm hoping to have an answer this afternoon. Timing-wise you're good as it looks like the new tab took effect on Oct. 8, so we'll make sure this gets resolved within the 15-day window.

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