Does 15 day exchange policy renew after each exchange?

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  • Updated 7 months ago
My new phone that I ordered online is defective so I've been trying, with no luck, to contact the webstore for an exchange. They haven't responded to my email for days so I worry that once I receive my new phone, in case I'm unfortunate enough to receive another defective unit, the policy will have expired and I'll be stuck with the phone.
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D.L

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Posted 8 months ago

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Paul Deschamps, Mobile Master

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No exchange policy is from the date of the first phone you purchase. This is to avoid ppl just trying every phone and Koodo being left with a whole stack of phones that they can't sell now which would be extremely costly to the company.

Now defective units are a different story as the will be sent for repair under manufacturers warranty if the device is defective after the 15 day return period and the one year manufacturer warranty.
Actually I believe there is a 30 day defective exchange if it's for the same model and the phone is in the same perfect condition it would have been cosmetically out of the box. If there's scratches or a dent or cracks then it won't be able to be returned or exchanged.
(Edited)
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Dennis, Mobile Master

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Ate you looking to return or exchange?
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D.L

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I'm looking to exchange for the same model phone (Essential Phone). The one I received has the ceramic back peeling off.
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Ivan, Mobile Master

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Koodo does deal with the manufacturer on your behalf - they send it out for repair/replacement at no extra cost to you.
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Ivan, Mobile Master

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Koodo does deal with the manufacturer on your behalf - they send it out for repair/replacement at no extra cost to you.
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Dinh, Mobile Master

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From what he said, I think he  wanted a brandnew one, not a replacement.
(Edited)
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D.L

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Which makes sense given that I just bought the phone less than a week ago. Id expect a brand new device.
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D.L

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Which makes sense given that I just bought the phone less than a week ago. Id expect a brand new device.
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Paul Deschamps, Mobile Master

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Can you send a picture I'm baffled trying to think how ceramic "peels", ceramic is a hard ridged material I don't get how it would peel... Thanks in advance
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D.L

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Apologies for the poor choice of wording. What I meant to say is that the thin layer of ceramic (the back plate made of ceramic) is detaching from the phone (probably due to weak application of adhesive). Here is an XDA post that I found which discusses the same issue; theres a link to a photo if you scroll down a little:
https://forum.xda-developers.com/esse...
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Paul Deschamps, Mobile Master

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Ok that makes sense now thanks.
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D.L

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Would someone from Koodo be able to check my order to see if anything has been processed? I can't reach the webstore and I'm worried that, with the holidays coming, there will be even more delays. My order number is: HFO18956086.
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D.L

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It's for my request to exchange for a non-defective phone. I received the phone last Monday, emailed them shortly after, called them a few days later (with a voice message) and still haven't received a response.
I'd be satisfied even with a simple notice that they're looking into it.
(Edited)
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Dennis, Mobile Master

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Ok so this is for the Exchange request, which has not yet been replied to?

Please send Koodo a private message via facebook or twitter and a rep can make sure the process is happening (though delayed due to Koodo's backlog)
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Ranjan, Official Rep

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Hey D.L - I'll escalate this with the web store team and have someone contact you back. To confirm, you said you've already left a voicemail and sent an email to the web store team, correct?
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D.L

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I got a call from a rep right after you posted this. He was very helpful and was able to sort everything out for me. Thank you.
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Ranjan, Official Rep

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Glad to hear. Let us know if there's anything else we can help you with.