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koodo not letting me return phone, anyone else have this problem?


Userlevel 1
i know koodo has a 15 day money back guarantee, its my 11th day and the koodo rep told me i can't do this. i talked to customer service and they said i am able too, but since i went over a limit, i will have to pay my bill, fine. but the west dale mall location just won't let me, even though koodo is supposed to. anyone have this issue?

29 replies

Userlevel 6
Is this a corporate Koodo shop or a dealer store?
A corporate Koodo shop would have to take it back, but other places who sell the services don't have to follow those rules.
I know at my store I can't take something back that has gone over the usage limits either.
Userlevel 1
Mitchell Palmater wrote:

Is this a corporate Koodo shop or a dealer store?
A corporate Koodo shop would have to take it ba...

its a koodo authorized dealer, but even on the bill they gave us, it shows the 15 day money back guarantee.
Userlevel 5
Mitchell Palmater wrote:

Is this a corporate Koodo shop or a dealer store?
A corporate Koodo shop would have to take it ba...

I don't know where you work, but I know Mobile Shop allowed me to return a cell phone 3 days later, AFTER going over the phone, with a real fine eye for damsge(s). They did the refund, then processed, my new purchased phone. This was three years ago, so maybe things changed. But I was certainly impressed enough to go back to Mobile Shops, for more phones, believing that I was dealing with KOODO CALIBER customer service and return policies. But maybe things have changed over the years and I'll keep in mind what you said AND ASK before I buy, if not through Koodo proper. Thanks for heads up!
Mitchell Palmater wrote:

Is this a corporate Koodo shop or a dealer store?
A corporate Koodo shop would have to take it ba...

The selfseve dose not work 

Userlevel 7
Badge +4
Did you ask to speak with a manager?
What city is this in?
Userlevel 6
Dennis wrote:

Did you ask to speak with a manager?
What city is this in?

It's in the GTA.

I was just with the guy who calls the shots for that store.
You can exchange the phone if it's faulty, but you can't just return it for cash.
Userlevel 7
Badge +4
You people need to show the manager this link on the Koodo site:

http://help.koodomobile.com/getting-started-with-koodo/before-you-purchase/what-is-your-15-day-money...
Userlevel 6
Dennis wrote:

You people need to show the manager this link on the Koodo site:

[url=http://help.koodomobile.co...

Dennis, a quote from the article you just linked

  • If your phone was purchased at a Retail Partner (For example: Future Shop, Wal-Mart etc.) you must return your phone to the same Retail Partner. Return [b]policies vary by Retail Partner.
Userlevel 7
Badge +4
Dennis wrote:

You people need to show the manager this link on the Koodo site:

[url=http://help.koodomobile.co...

Oh i thought this was at a Koodo shop?
Userlevel 6
Dennis wrote:

You people need to show the manager this link on the Koodo site:

[url=http://help.koodomobile.co...

No, an authorized dealer.
Hence why the return was refused.
Different dealers have different policies.
Userlevel 6
Dennis wrote:

You people need to show the manager this link on the Koodo site:

[url=http://help.koodomobile.co...

I'm just a sales rep bro.
If you guys wanna go to war to get that policy changed i'm all for it!
Just atm my job is to say no if they have well used the phone =[

Userlevel 1
Dennis wrote:

You people need to show the manager this link on the Koodo site:

[url=http://help.koodomobile.co...

the place was called koodo, and underneath it said authorized dealer, they had koodo uniforms on
Userlevel 1
Dennis wrote:

You people need to show the manager this link on the Koodo site:

[url=http://help.koodomobile.co...

and the bill that they gave me, which said Koodo Mobile had the 15 day guarantee printed on it.

Userlevel 1
Dennis wrote:

You people need to show the manager this link on the Koodo site:

[url=http://help.koodomobile.co...

AND when i was on the phone with CS they asked for the location and said that location should follow the rules
Userlevel 7
Dennis wrote:

You people need to show the manager this link on the Koodo site:

[url=http://help.koodomobile.co...

Regardless the vender, it is a national law that all cell phones are returnable within 15 days of purchases. The only way they could refuse it is if the phone has scuffs, cracks, water damage indicator is red, etc. Are you sure there is no damage to it?
Userlevel 1
Dennis wrote:

You people need to show the manager this link on the Koodo site:

[url=http://help.koodomobile.co...

its in perfect condition, i even had an otter box case on.
Userlevel 7
Badge +4
But if you went over the limit of minutes or texts sent and received then it voids the return regardless of the amount of days your returning within, you stated it right in your original post that the told you it was over that alloted amount so not sure what the issue is. When returning a phone you should always factory reset it and then they can't tell how much you've used the phone anyways.
Userlevel 7
Paul "Kid Android" Deschamps wrote:

But if you went over the limit of minutes or texts sent and received then it voids the return reg...

I'm that case, a rep will call in to their dealer support line to verify the amount of time or data used before processing the refund.
Userlevel 7
Badge +4
Paul "Kid Android" Deschamps wrote:

But if you went over the limit of minutes or texts sent and received then it voids the return reg...

You can always take out the sim and use it in another phone.
Userlevel 5
Good eye Paul
Userlevel 7
Badge +4
If you go over the limit, you're supposed to be responsible for your first bill only. It shouldn't affect being able to return the phone itself.
Userlevel 5

Userlevel 7
Badge +4
My understanding was that  if you bought your phone at Koodo shop( not Retail Partner), you can return or exchange within 15 days even If you  exceed usage limit.  You just have to pay for the first bill.

If you bought your phone at Retail Partner, you can return or exchange within 15 days.
But if you exceed usage limit, return policies vary by Retail Partner. 
Userlevel 5
Exactly what I was told 5 days ago by Koodo Kiosk Rep for 5s tab. 15 days to return damage free, original packaging etc . Any overage , I pay on next bill.
Cristians Rep was correct under CRTC rules but is he correct under Koodo rules?
Userlevel 7
Badge +4
Cristian said he bought his phone at koodo authorized dealer. So it could technically "retail Partner"? 

But tbh, it shouldn't make different return policies between Koodo shop and Koodo retail partner.
Customer is purchasing phone(s) under Koodo's name. Some area doesn't have choice to go to Koodo store but retailer.

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