Exception

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  • Updated 4 years ago
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I am a koodo customer for many years. I just signed up again for myself. I had 14 days to see if I like the phone I chose..shortly after purchasing the phone I was called home in Newfoundland for my mother who is in the hospital with lung cancer and dying. I called twice into Koodo and was told there was nothing they could do if I went over my 14 day period. Another Koodo Kiosok told me that they can make an exception for 30 days if need be. This wasn't done for me.. I am very disappointed in Koodo already for having me end up with a product I don't want because I was called out of province due to illness. I will share my experience online with others incase something like this happens and it isn't there fault they can't bring their phones back.
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Posted 4 years ago

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Mark Kokolsky

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First off Im sorry to hear the circumstances that led to this problem. I only thought Id pop in here to mention a couple things. A lot of people assume its really easy to make an exception to the rules, but it isn't always the case. Now that's not saying that it cannot be done, just that at store level sometimes they cant change things. Having used the activations site a lot, the option to return a phone automatically disappears from the system after the 14 days is up. So that's just something that is hard coded into the system. Now as I said, that's not to say that they cant do anything at all, stores can sometimes call in and get things pushed through, as I said, its just not as easy as something within the 14 days. And if a Koodo kiosk has said they would do it for you they should definitely honor that.
Well that one kiosk was in Newfoundland and he said they can make an extension. But when I called customer service, and talked to the same girl I bought it from at Koodo, they pretty much said tough luck.. they didn't even try to get the extension due to circumstance
I just feel koodo could step up to the plate, because it wasn't my fault...I went back to them because I said they were the greatest.. now I feel like retracting my statement
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Chris Petersens

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I'm really sorry to hear about your Mother Marie. I'm not sure if I understand correctly though. Are you just trying tetunr a phone you bought or cancel your service with koodo period?
Thank you for your concern. :-)
I was going to exchange it for a galaxy possibly...I have always been a good customer with Koodo. Then moved to Bell. I thought I would give Koodo another try.. but at this point due to circumstances I have not been about to exchange my phone which I honestly do believe that they can make exceptions..i can prove that I wasn't here. I could of done it in Newfoundland but didn't have the box .
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Chris Petersens

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I see, so you are not canceling just want a different phone. Got it.
Yes just an exchange
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rikkster, Mobile Master

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The trial period is 15 days according to the 'Code'



http://www.crtc.gc.ca/eng/info_sht/t1...
And I understand that, but I was told by someone that worked at Koodo that if there was a situation that they could override that 14 days and allow you 30. he said he knows its been done.
There is always an exception to the rule...
I understand that but there is someone that can always make an exception. I have been told this by a Koodo employee. My circumstances were out of my control. It's a damn phone, not a life.
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Mayumi, Mobile Master

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Then you can try contact Koodo by email.
https://secure.koodomobile.com/accoun...

You should include:
- You tried to return it in Newfoundland but you didn't have the box.
-" I was told by someone that worked at Koodo that ....." Who is this person? (Store location/ person's name)

I can't guarantee you if it'll solve this issue, but they can take a closer look at your situation...
I have stated all that I have and they still said there is nothing they can do. I don't believe it, to be honest. There is always a manager that can override these things, and Ive been told that by a Koodo employee.

I have a very legitamite reason. I have had an account with them for years... as well for my son....
Just frustrated that's all, when you know its not your fault but you still get penalized. Its all about the numbers, not the customers.
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Jorden, Mobile Master

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Going by Rikkster's post above, I assume the other kiosk was saying you could possibly have the extension under the 5th section there. Since they can extend it to 30 days for people with a disability theoretically they could do it for anyone and just claim they said they were disabled.

Not the ethical way to do things, but I assume thats the method.
I have no idea how they could do it, I just know that they can, but wont. If this is the way the new experience starts,it leaves a very bad taste in my mouth.
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Jorden, Mobile Master

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Unfortunately just because they can, doesn't mean they have to. Some stores might be more strict on requiring the person to identify as disabled, where as others might not be as worried about it. While it is unfortunate, all they are required to do for you is give you a 15 day trial, unless you identify as being disabled. Exceptions are only exceptions because they don't happen every time, otherwise they'd be the rule.
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rikkster, Mobile Master

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I can't figure out why the reps would insist on a 14 day trial period when it's 15 days.
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Jorden, Mobile Master

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Well yeah there's that too.

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