Extended Warranty issues

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Eight months after buying a new phone at Koodo (LG G3), my battery started to fail, so I called the extended warranty phone number to get a replacement, because I was told at the Koodo store that I could get one under the extended warranty plan ("$129 for a two-year warranty that covers a new battery or phone").

The warranty place said that they only send new phones, not batteries, and that the Koodo store was wrong. I explained that there was nothing wrong with my phone, just the battery, but they insisted they only send "new" (refurbished) phones. After arguing for about 20 minutes, I finally relented, and they sent a "new" (refurbished) LG G3 phone the next day.

The "new" (refurbished) phone lasted a few months, and then something went wrong with it. Of course, I had to call them again, and they sent another "new" (refurbished) phone. That one lasted less than a month, so I had to get yet another "new" (refurbished) phone. And now, less than a month later, this third "new" (refurbished) phone started automatically restarting itself at least once a day. Sometimes it restarts several times a day for no reason. I'm guessing this problem is only going to get worse.

Now I'm faced with having to get a fourth "new" (refurbished) phone in the space of less than six months, and all because they refused to send me a new battery the first time, forcing me to replace a perfectly good phone with three duds.

On top of that, I've spent large amounts of time complaining to both the warranty people and Koodo themselves about this system, and one of the times I complained to Koodo, the guy told me my complaints would only be heard or acknowledged if I posted them here on the community forums because they don't acknowledge telephone complaints, which I totally do not understand. Why not just pass along what I said to the supervisor? Why do I have to come here to complain? What difference does it make?

But I digress.

I'd like to know why I keep getting faulty phones as a replacement for what was a perfectly good phone that had no issues, and why they couldn't have just sent a new replacement battery the first time. FYI, the battery that came with the first "new" (refurbished) replacement phone was used, and wouldn't hold a charge much longer than the failed battery I called about in the first place, so although they send a whole new phone to "fix" the issue, it never really fixed the issue properly, so I had to buy a new battery after Koodo gave me a $60 credit towards one.

As well, I had to pay again to unlock one of my replacement phones when I went to the US. I was about to unlock the current one in preparation for a trip I'm taking in August, but I don't see the point if I just have to send it right back in to be replaced yet again.

I would like to know what will be done about this. If this third replacement phone keeps restarting itself randomly like it's been doing, then when I send it in for replacement, I will expect a brand new phone, not a refurbishment.
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Christian Bobak

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Posted 2 years ago

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rikkster, Mobile Master

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Hi Christian,

To be honest, not a whole lot. Hate to be the bearer of bad news, but eSecuritel lays it out in black and white under their Extended Warranty Program Plan/Koodo Extended Warranty.

https://phoneprotection.koodomobile.c...

"Covered Equipment will be replaced or repaired with a wireless phone of like, kind and quality with comparable features and functionality to the Covered Equipment and comes with a 90 day warranty or the balance of the original manufacturer’s warranty, whichever is greater".

"THERE IS NO ASSURANCE, REPRESENTATION, OR WARRANTY THAT ANY REPLACEMENT EQUIPMENT WILL BE IDENTICAL OR OFFER THE SAME FUNCTIONALITIES OR COLOR AS THE ITEM BEING REPLACED. REPLACEMENT EQUIPMENT WILL BE NEW, RE-MANUFACTURED OR REFURBISHED, AT OUR SOLE DISCRETION".

Also;

"Further, Covered Equipment does not include and the Plan does not cover:"

"(3) Routine maintenance and consumable items, such as batteries (one standard battery will be provided with Replacement Equipment if the Replacement Equipment is a different model than the Covered Equipment or if the battery was part of the Failure to the Covered Equipment)".
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Christian Bobak

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So they're just going to keep sending me "new" (refurbished) phones ad infinitum? What kind of business model is that? And what about me, and the fact that every time I get a "new" (refurbished) phone, I have to spend hours downloading, updating, and re-signing back into multiple apps (sometimes it takes days until all of that is done), and then have to unlock it yet again? 

Every single phone they've sent me is a dud, and this business model of theirs is highly questionable. And all that is being accomplished is that I, the customer, am becoming more and more angry and frustrated.
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Paul Deschamps, Mobile Master

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So this new phone keeps restarting and was that the issue with the past phones thry sent as well? If so it could be a particular app your running and not the phone at all, do some research of the Apps you regularly are installing and see if others are having issues. Start by checking the comments in the playstore and refined to show comments from your device model.
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Christian Bobak

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No, every issue was completely different. It is not app related at all.
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Elaine Ogren

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I had similar issues. I did not go thru Koodo, I took my phone down to Samsung store with my receipt where I bought it and they replaced the battery for free.(fixed right on the spot) The  second time I took it back bcs the battery would not stay charged and the phone was getting very hot so  Samsung sent the phone back to the manufacturer to see what was causing the problem came back within 2 weeks. You pay for a loaner phone (u pay $200 loaner fee when your phone comes back u get  the $200 refunded. Hope that helps
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Christian Bobak

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The last "new" (refurbished) phone had an issue where the screen went black and stayed that way no matter what, and could only be fixed by restarting the phone, and even then, that fix would only last a minute or so before the screen would go black again (the phone would still be on, though)
(Edited)
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Christian Bobak

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Also, I have all the exact same apps I had on my first phone that worked perfectly for eight months straight, a phone that probably would still be working, because nothing was wrong with it other than the battery.
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Christian Bobak

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Wouldn't it be easier, cheaper, and less hassle if they just sent me a brand new phone instead of a refurbished one that will only conk out in a month? Why can't they actually fix phones instead of just "refurbishing" them (which isn't really fixing anything)? What an astounding waste of money, time, and effort for all involved. 
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Christian Bobak

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So that's it? Nobody is going to address this warranty/customer service issue?
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rikkster, Mobile Master

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Probably not. I think you'll have to take this matter up with eSecuritel and perhaps LG.

From what I've read in the phones' user manual, LG's limited one year warranty states: During the applicable warranty period, LG will repair or replace at LG’s sole option, without charge to the original end user, any defective component part of the phone or accessory. LG may use rebuilt, reconditioned or new parts or components when repairing any product or replace a product with a rebuilt, reconditioned or new product.

LG's warranty policy mentions rebuilt and reconditioned, so I'm thinking eSecuritel is simply mirroring the manufacturers warranty policy. I get that three duds is more than frustrating. You may want to share this experience on LG Electronics Canadian social media site. Sometimes, perseverance pays off.
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BobTheElectrician

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Probably .0001% of the general public has learned of your difficulties by following this site closely. If you bring your comments to social media, chances are a little better that someone from LG or securitel will react to your quandry.
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Christian Bobak

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True, but I'm only following the directions I was personally given by Koodo Mobile. I called eSecuritel several times about my disappointment with their substandard and illogical warranty program (again, had they simply sent me a replacement battery in the first place, I wouldn't be in this predicament), but got nowhere, so I called Koodo to complain, but was specifically told that any complaints by phone would not be acknowledged, and that the only way I would be heard is to post here in the forums.

My issue is two-fold:

  1. The warranty should be more flexible to include simple battery replacement
  2. One should be able to register complaints by phone as well as in these forums

These aren't unusual or bizarre requests. A one-size-fits-all warranty program clearly isn't as effective as promised (Isn't a replacement battery much cheaper than a phone? How does eSecuritel make money sending multiple phones instead of one battery?), and why can't the Koodo customer service rep on the phone pass my complaint up the chain? Why does the complaint have to be internet-only?

I could get LG themselves involved, but really, they have nothing to do with how eSecuritel runs their warranty program, which is my main issue. Then again, as rikkster posted: " ... LG will repair or replace at LG’s sole option, without charge to the original end user, any defective component part of the phone or accessory."

Doesn't "accessory" include the battery? Sounds like I should have been able to use LG's warranty first.
(Edited)
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rikkster, Mobile Master

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They make money off of people who pay into the extended warranty program. I don't believe there's much money to be made sending people refurbished duds.

Reading through eSecuritels' extended warranty documentation, I found this:

"If a Failure affects a Covered Accessory in conjunction with the Failure of the Covered Equipment, or if the Covered Equipment is replaced with a different model, We will also replace or repair the Covered Accessory(ies). Covered Accessory(ies)” means the accessories that come standard in the original phone packaging".

Koodo also considers the battery as an accessory: “For a period of one year from purchase from Koodo Mobile or an authorized Koodo Mobile distributor, Koodo Mobile will repair or replace the affected accessory(ies) (i.e. cables, cords, battery chargers and batteries), without charge for parts or labour”.

The above warranty excerpt applies to Koodo's Certified pre-owned devices. I can’t see the warranty being that much different regarding accessories, compared to a warranty offered for a non-Certified pre-owned device.

At one time, Koodo would ship a replacement battery at no cost, provided the phone was still under the manufacturers' warranty. I'm not sure if they still do this now. If they do, then yes, had you not enrolled in the extended warranty program, you could have requested a replacement battery as per Koodo's warranty and repair policy.

Read the second last response
https://community.koodomobile.com/koo...

Bottom line, all of this could have been avoided had you been advised correctly by the Koodo rep as to what eSecuritel will replace and what they won't, instead of blindly selling you an extended warranty plan, in my opinion. If this nonsense continues, you may want to file a complaint with the CCTS or the Canadian chapter of the BBB.

https://www.ccts-cprst.ca/complaints/...

https://www.bbb.org/search/?splashPag...
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Christian Bobak

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I was told by Koodo that the extended warranty would cover battery replacement, eSecuritel told me it doesn't. I'm not even sure if my phone is even under a year old anymore. It might have passed that mark already. I'll have to call Koodo again and see what my options are.
(Edited)

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