Disgusted with koodo service and response

  • 1
  • Question
  • Updated 2 years ago
  • Answered
I bought a phone online through koodo, to replace my old one before it completely died. The phone came out of new box and when I turned it on, I kept getting a message to use the email associated with the phone. I took to a dealer in town thinking he could help. We were on the phone with a kodoo associate for 45 +min. She blamed Google. Didnt even give a solution of any sort.
I phone tech support for the phone which I never got a call back from. Now when I reached a koodo associate finally, I cannot return the phone, which is rendered useless, because I am a couple days past the 30 days. My old phone subsequently died causing me to lose hundreds of pictures, miss a couple work call ins.
In the end, koodo im very dissatisfied with your service and lack of help. I now have to pay for a phone I cannot use. You are ones that didn't call me back as well. And as a widow and single parent every penny counts.
Photo of Kim Sigurdson

Kim Sigurdson

  • 80 Points 75 badge 2x thumb
  • deeply disappointed

Posted 2 years ago

  • 1
Photo of Julie

Julie, Official Rep

  • 2,344 Points 2k badge 2x thumb
Hey Kim,

Wow, we are really sad to hear about this situation and we definitely understand why you would be feeling this way.

Although there is no way to return the phone at this point, it does come with a 1 year manufacturer warranty. You can bring it to a shop and they will be able to send the phone to repair. During the repair period, they will lend you a phone to make sure you dont go phone-less for that time! It won't cost you anything as all technical issues are covered. 
Photo of stillgolfing


  • 1,924 Points 1k badge 2x thumb
Mathieu: Are you restating the obvious? No one here criticized the OP. In fact Linda & I  empathized with her & were upset with Koodo's lame response. If you have an issue with a members response you should be specific.
Photo of BobTheElectrician


  • 67,672 Points 50k badge 2x thumb
I'm still a fan of the good old-fashined registered letter stating a reasonable demand when things are obviously going nowhere and regular avenues have been exhausted.

Now, if we could actually find an official mailing address on this site...
Photo of David

David, Mobile Master

  • 93,820 Points 50k badge 2x thumb
There is a 'Mail Us' option under the 'Contact Us' link!
Photo of Fred C

Fred C

  • 1,776 Points 1k badge 2x thumb
This thread is marked answered. I'm an old guy and an expert in nothing. But when Johnathon 1, Mathieu and Bob the electrician all side with the OP after Julie gave her answer, which indicates to me this matter is not answered, it deserves to be brought to the top of the list again. If this were me that bought a new phone out of the box and someone else's info was in it, I would be hostile. Why should this young lady have to jump through hoops to get what she paid for. If there is more to this, say so, because it doesn't look good for koodoo I'm afraid. 
Photo of stillgolfing


  • 1,924 Points 1k badge 2x thumb
Also, I don't have a problem if Koodo choses to remove posts that are critical of their processes & methodology (3 critical posts have been removed). The site is here for our convenience, but it is their site to manage as they see fit. However, I think if they remove legitimate criticism they should say so. Maybe something like "This thread has been edited & xx posts were removed". Just a thought.
Photo of Melissa

Melissa, Employee

  • 11,748 Points 10k badge 2x thumb
Hey Kim, just following up on this conversation. As much as we would like to assist you further with your concern through the Community, we do not have access nor can provide account related information. As mentioned by Julie the other day, the one year warranty that comes with your phone is there to fix any issues that may arise. If you wish to dispute this further, you can always send us a private message through Facebook or Twitter where we will be able to have access to your information. Thank you! 
Photo of Eric


  • 90 Points 75 badge 2x thumb
wow Koodo this is shameful and does not sound like the manufacturer's problem, but YOURS. I'm glad I'm cancelling my service with you.
Photo of Timo Tuokkola

Timo Tuokkola, Mobile Master

  • 142,676 Points 100k badge 2x thumb
And Koodo does have procedures that will cover out of the box failures. Within 15 days of purchase a phone can be returned and exchanged on the spot for any model. After 15 days the phone can be exchanged on the spot for the same model until 30 days from the date of purchase. If your phone fails to work out of the box it is not unreasonable to expect that you would bring it back within 30 days. If you've waited longer koodo will still facilitate the repair, but the phone must be sent back to the manufacturer for service under their warranty.

This conversation is no longer open for comments or replies.