eSecritel Claims

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Just wondering if any of my Koodo friends have dealt with eSecuritel and how that experience went for you? Unfortunately I dropped my new Galaxy S6 (ironically,while putting a new Otterbox on it :( ) and cracked the back glass and dented up the top of it. I'm glad a purchased the extended warranty from Koodo but,after making my claim with eSecuritel,I feel like they are going to send me a "refurbished,modified,similar to the one I have" replacement!
If this is the case,then Koodo has some serious explaining to do with me!
I won't jump the gun just yet because I haven't received the "new" phone yet.
Just curious to hear if some others had to deal with them,to see what I am in for?
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Gerry Hanlon

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Posted 3 years ago

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Chad Burr, Mobile Master

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I don't have any experience with them but I do believe that it's at their discretion to repair or replace and that replacements may be refurbished units. Check the terms of your coverage for more information.

From the T&C :

Replacement service requests may be fulfilled with new or reconditioned equipment. Reconditioned equipment may have minor cosmetic flaws. Replacement of ‘accessories’ may be with generic or non-original manufacturer accessories. If the exact model is not available, the replacement will be of like kind and quality. You are not required to purchase this service contract to activate wireless service. You may cancel your plan subscription at any time.


So you agreed to that when you took the warranty service so truly there aren't any explanations owed. It was all right there.

That being said, while there is nothing wrong with refurbished units, I do hope you get a new one . because that's what you want.
(Edited)
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Gerry Hanlon

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Thanks Chad Burr!
I agreed to the extended warranty only after the Koodo rep convinced me how great this program was.NOT how your "new" replacement could be an old one that someone else previously owned.She told me it would be a brand new phone just like the one I previously bought! So,YES,they would have some serious explaining if I get sent a used/modified/refurbished Galaxy S6,that's ridiculous!!
Also,I was told that it would cost me a $49.00 fee for the "new" phone,turns out with the tier my S6 is in,it may cost me $150.00!!
This is blatant lying to customers! So Yeah,I take issue with this!
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Jonathan I, Mobile Master

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Koodo's warranty says it's only $49.99 so they should only charge you $49.99. The rep on the phone said $150 because of different retailers that use eSecuritel.

However there is realistically no way they can send you brand new S6s for only $50 every time it breaks, especially so early in its life cycle. Of course they're going to use refurbished models, it's an industry standard. There's really nothing wrong with them. They come with a 90 day warranty too, and you'll still have the replacement service. I think $49.99 deductible is incredibly generous, actually.
(Edited)
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Ann Merigold

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I just dealt with this situation and they replaced my Samsung Galaxy S6 with the exact same one and it was just over $50 to get my replacement. I have nothing bad to say about this warranty program. My only worry is that I'm not able to do a factory reset and my personal info and pics will be seen by anyone once the screen is repaired
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Chad Burr, Mobile Master

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I'm not seeing your fee in the terms

Check them out here
http://extendedwarranty.koodomobile.c...
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Gerry Hanlon

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http://www.esecuritel.com/telus/How-I...

This is the link I was sent too Chad Burr.
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Chad Burr, Mobile Master

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Well that's telus and not koodo
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Gerry Hanlon

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I have no issues with the $49.99 deductible at all Jonathan! I have an issue with being told that my insurance would give me a NEW phone if I damaged my current one!
I should have stuck with Apple,at least then I'd know my phone was brand new and not refurbished!
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Gerry Hanlon

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Oh and Jonathan it isn't every time it breaks,it's 2 incidents,just like AppleCare!
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Jonathan I, Mobile Master

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Alright, fair enough. I'd be upset with wording a rep used too. However, a refurbished model qualifies as a new phone because it's been restored to factory settings and is thoroughly tested before being used. It's not a piece of junk in bad condition.

Also, I hate to burst your bubble, but Apple uses refurbished models for their AppleCare replacements too.
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Gerry Hanlon

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Oh I did not know that Jonathan! Interesting! Still rather a replacement from Apple though than from a company I've never heard of! Where is it these replacement phones come from? Old phones people return for whatever reason?
I'll just have to wait and see what they give me I guess. I'm just a little pissed at the Koodo Rep and combine that with the fact that I've never had to use one of my mobile insurances before,so it's a little bit overwhelming!
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Timo Tuokkola, Mobile Master

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With all the complaining on this thread about being given an 'old phone', I'd like to point out that the oldest s6 currently out there is just over 30 days old.
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Gerry Hanlon

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Yes! Timo,that's what I am complaining about! I was told that my replacement phone may be something of an older nature,like but not,the same! Meaning it may not be a Galaxy S6 and I think that's total crap and unfair!
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David, Mobile Master

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Usually the 'similar' phone is provided when a replacement of the model is not available i.e. no longer manufactured or available as a refurb. This is especially the case when folks buy older models new, and damage them. So if you purchased the Galaxy S4 and damaged it in a year, you would likely receive another model, as there would likely be no stock to draw from. The wording covers the provider of the warranty when the phone CAN'T be replaced.
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Chad Burr, Mobile Master

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Maybe, as you stated earlier, you should wait to get your replacement and then get upset if you still deem it necessary.
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Gerry Hanlon

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Yeah that's what I am going to do Chad! I'll just be a little upset if the replacement phone isn't an S6 and I think I'd have the right to be upset,just like anyone else would be.
I mean I bought a Galaxy S6 and paid to have that Galaxy S6 insured.Why would I accept anything less than an S6 replacement?
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Ahmad

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Because you agreed to it in the terms of the warranty :3

You can also remove the extensed warranty and stop paying if you don't like the terms
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Gerry Hanlon

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Ahmad! I did not get a physical copy of my warranty,nor was I offered one!
The Koodo rep pretty much told me I was crazy if I did not get the warranty because it was so great. She said however I damaged my phone that I would get a brand new one for $49 and I would have 2 incidents like that. So all I knew about the warranty was that it sounded great and she really sold it to me and poured it on,real charmer! She gave me a business card with the date,phone model and phone IMEI and told me if I had anything happen call the number and thats it.
So I know a lot would say that I agreed to the warranty,but I didn't even see one or have one to read,she didn't even have one in hand to go over with me!
Consumers HATE being mislead Ahmad.
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Ahmad

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Yup I'm a consumer too so I know that. I would be SHOCKED if consumers didn't get upset if they were misled, Gerry.

If it's not something you want, then cancel it and walk away now. This isn't the first time a company has given incorrect info to someone and won't be the last. Now you know what the details are and can choose to continue it or not.

Either accept the warranty the way it actually is, or just cancel it.
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Dave

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I would suggest that you go to a koodo kiosk and tell them that you have the extended warranty but do not have any paperwork on the details - ask them to give you this information - that way you will have paperwork in the future.
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Gerry Hanlon

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Just got off the phone with eSecuritel and it went surprisingly well.New Galaxy S6 will be delivered tomorrow. The only complaint really is that I had to accept the white model or wait till they got a black one.I opted for the white because she said it was NEW. :) And she couldn't tell me when they'd be getting any more in.
Overall,pretty happy with their service and quickness.
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Chad Burr, Mobile Master

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Okay I'm glad you got what you wanted. Make sure you read the T&C now that you have them. Now you won't have any surprises
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Gerry Hanlon

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Thanks Chad!
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Gerry Hanlon

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Another question for you guys...
When I get the new phone tomorrow,do I have to bring it to Koodo to have it activated or can I just pop in my sim and be good to go?
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Jonathan I, Mobile Master

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You just need to put your existing SIM in and you're good to go.

Also, one other thing: you have 45 days to send back your broken phone. If you don't, I'm fairly certain there's a non returned device replacement fee of $250 or thereabouts.
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Dave

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REPLACEMENT EQUIPMENT WILL BE NEW, REMANUFACTURED OR REFURBISHED, AT OUR SOLE DISCRETION

This is what the contract says, both in the link provided by Chad and on my extended warranty paperwork.

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