$50 gift not received

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I received an email saying I was eligible for a $50 gift when I traded in my phone:

"Your phone is on our old network and will be shutting down soon.
Avoid service delays, upgrade to a 4G phone .

On March 31st, 2014, the EVDO network your phone uses will be permanently shut down1, As a result, you will experience slow network speeds until you upgrade to a 4G phone. At Koodo, we'd like to make the switch as easy and affordable as possible with an exclusive $50 gift when you trade-in for any 4G device2.

Check out some of our great phones, including the Moto GTM from GoogleTM. This new phone has everything: speed, power, looks, and a sharp 4.5" HD display. Best of all, it comes at a price that just can't be beat. Plus, with our new Tab, the Moto G comes with an even more exceptional price.

To trade in your phone, visit a Koodo Shop near you today.

All the best,
The Koodo Team

I got a Motorola G from the local Koodo shop & the representative told me that she was not aware of this offer and that there was nothing she could do. Will this "gift" be applied to my account? Very dissappointed. =(
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Ger Bear

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Posted 4 years ago

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Timo Tuokkola, Mobile Master

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Was this an actual koodo kiosk or a retail partner like walmart or future shop?
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Ger Bear

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Retail partner, nearest Koodo Kiosk is over an hour away from my town.
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Timo Tuokkola, Mobile Master

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The offer specifies: "at a koodo shop". A retail partner is not a Koodo shop. That's why you didn't receive the $50 bonus.
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Chad Burr, Mobile Master

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Did you have to give them your old phone?
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Ger Bear

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No, they wouldn't accept my old phone and knowing that I would not be travelling to the nearest city with a Kiosk within the next few months and that my old phone's battery was failing, I went ahead with upgrading my phone.
I know it's been said before in these forums, but It is unfortunate that Koodo seems to offer bonuses only to new customers and current customers living in larger cities that have access to Koodo Kiosks. Also, why are some phones not available through Koodo's website? I have experienced much better service via self serve on the website than through the local Koodo retailers. I guess since the retailers service many different phone companies they are not as knowledgeable about any one provider as they would be at a designated Koodo outlet.
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Jonathan I, Mobile Master

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Some phones aren't available through the website and Tab M, L just... because. We really can't answer that.

New activations are more profitable for the company and are easier to convince someone to switch to because there's usually gift cards attached to them to help pay off any cancellation fee they may have with their old provider.

On the latter part of your post, I'm actually kind of offended. You've never been to any Mobile Shop that I've been trained by, worked at, or managed or else you'd be singing a different tune. Ask me something about Koodo. Go ahead.
(Edited)
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Erwin

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Hi Ger,

The $50 Acessories credit when you update your CDMA phone is through a Koodo Kiosk. Hope this helps :)
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Jeannine Lawson

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I was just about to ask this same question. My email said the same as above and like above, "To trade in your phone, visit a Koodo Shop near you today."

I went to London Drugs which is the closest to me here under the assumption that's a Koodo Shop as it sells Koodo phones. No where in the did it say Koodo Kiosk that only dealt with Koodo.

Personally they should make this clearer and I'm a bit ticked.
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Ahmad

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And yet the other half of us knew what the email was saying. It's not for the customer to interpret the information; if unsure, you should call and ask! A Koodo shop is a Koodo branded store/kiosk
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Jeannine Lawson

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Thanks I'll just email them directly.

I would presume a store that sells all their phones & advertises their products would be deemed same. The gentleman who I dealt with was the trained Koodo representative there and was able to deal with Koodo directly. Thought that was the same and would be suffice.
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Ger Bear

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I agree with Jeannine, the email did not specify that there is a difference between retail partners and Koodo shops. I did not even realize there was a difference between the two as there is not a Koodo Shop in my local area.
I should add that I used the search tool, ("STORES"), on this website prior to getting my new phone and it listed the store I chose, (which also happened to be London Drugs). The online store locator makes no distinction between Koodo shops and retail outlets, so one would assume that they are all Koodo Stores. (After all the search tool heading is called "Stores" and not "Retail Partners" Right?!?!).
I definitely think that Koodo could make the terms of the offer, (that there is a difference between partners and shops and that certain offers are not valid at retail partners), a little more clear on both their website and in their correspondence.
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Timo Tuokkola, Mobile Master

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It does actually:
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Ger Bear

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Yes it does if there is a Koodo Shop in your local area, if not there is no obvious indication that a Koodo Shop would be different from a retail partner:
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Timo Tuokkola, Mobile Master

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The fact that it states on this page "one of our Koodo Shops or retail partners" would seem to indicate quite clearly that they are not the same thing.
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Ger Bear

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Yes, but would not an asterisk with a footnote or some other denotation of a retail partner make things a lot clearer for people not in the know? Anyway the bigger issue as mentioned above is that unless you have a Koodo Shop in your local area you are not able to readily receive the bonus.
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Mike Pettipas

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I got my Q5 from the Koodo website, which advertised a $50 gift card. I emailed to make sure I would get it, and they said "The gift card will be sent 4-6 weeks after the activation, all depending the client account status".

It's been over 3 months and I have yet to receive anything
Where's my $50?
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Chad Burr, Mobile Master

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In the last three months, have you been late paying at all? Or had your service suspended?
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Mike Pettipas

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Of course not - I get my email of my bill being ready and then I pay it
I've received 3 bills so far and each has been paid 2+ weeks prior to the due date
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Jonathan I, Mobile Master

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I'm assuming this wasn't an upgrade and you're a new client to Koodo. Call customer service at 1-866-995-6636 and tell them what happened. I'm sure they'll look into it for you.

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