Future shop not honoring return|exchange with receipt under 14 days

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hi on January 31st I went to Future Shop and got a phone for my husband. he was not happy with the phone choice and wanted to get a different type of phone Future Shop told me that because I'd gone over my 50 megabytes of data plan that there was nothing they could do. I went from the future shop to a Koodo shop and they could not do anything about exchanging the phone there I had to do it at the retail partner. so the long and the short of it is ....I had to pay Koodo $300 to pay off the tab for phone that id had for 13 days I have my receipts I don't owe Koodo for service and the phone is in pristine condition There's got to be something that can be done to correct this Can anyone help me. When I called Koodo today they told me to post here
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blawndie

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Posted 3 years ago

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Justin Robichaud

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The return policy on any phone purchased is 14 days. If you have an issue with the phone they will gladly exchange it for you in those 14 days. (For the same model) However, they will not return the device and agreement if you've gone over Koodo's allotted return usage. Which should have been made very clear upon purchase.


Koodo will not return your agreement if you've surpassed 30 minutes talk time or 50mb of Data.


There's really no way around it.
(Edited)
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Ahmad

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That's not true.
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Ivan, Mobile Master

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I've returned phones that surpassed that "limit". As there's no way to determine which phone actually used the airtime, it's pointless.
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Dennis, Mobile Master

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According to the CRTC it is 15 days for the trial period.
Section G.14
http://www.crtc.gc.ca/eng/info_sht/t1...

If you are over your limits, I believe the Koodo kiosks (if you bought the phone from them) will let you return the phone and cancel but they will charge you for the usage (so you pay for the plan).

The fact future shop only gave you 14 days (we heard this before at the Mobile Shop), that is a Future Shop or Retailer policy which Koodo does not control.
Personally I would file a complaint with the CRTC that Future Shop did not honour the Wireless Code of Conduct (on the time part, not the limits part as they are well within their rights to say no once you exceed the limits - however I would ask for any documentation given to you that informed you of the limits beforehand).

It sounds like it is too late, but I personally would have reset all usage info on the phone (factory reset) so they wouldnt know you went over your limits. You could have went over your limits with the sim card in another phone. Which means the phone is returnable, and you can cancel the monthly plan later (which is significantly less than the cost of the phone). This way you would be able to get another phone, or just tell them you are going with your own phone and then cancel the plan when you get home.

Sorry, the last paragraph got long winded and repetitive. Hope it all made sense
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Justin Robichaud

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We do allow 15 days for return. I always say 14, it's a bad habit and based on our return policy on some other electronics.

As for wiping the phone. We always contact Koodo to see what the usage is on the account before returning anything so that we don't get hit on the back end. So that won't work.
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Dennis, Mobile Master

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Maybe I hated the phone and used an unlocked phone to rack up those charges. Unless Koodo can prove I exceeded the usage limits on that specific phone, then I am well within my rights to return the phone during the trial period.
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Justin Robichaud

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Completely valid point. From my experience it hasn't been that easy.

However, I'm more curious as to why the Future Shop associate didn't bother to call Retail Support and simply ask for an exception. Although I may have an answer to that question and it may or may not have something to do with commission. I've never really had too many issues dealing with Koodo about cancellations within the 15 days. Had many customers dislike a phone and be a little over talk and data, it's never usually a big deal.
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Jonathan I, Mobile Master

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I don't see the big deal about exchanging the phone. If you were completely returning it then I can see them making a stink but an exchange would still make the rep commission and your husband gets the phone he wants so everyone wins. They didn't handle that well.
(Edited)
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blawndie

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Koodo must release IMEI from my acct and future shop will take return
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blawndie

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Update...Future shop will NOT exchange phone because Koodo won't remove my name from phones IMEI so phone is blacklisted for retail resell. And to return the phone would mean I'd have to cancel the contract and start a new one and Future Shop won't do that. Corporate BS at its finest. I'm not pleased with either Future Shop or Koodo. :(
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Dennis, Mobile Master

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I would report them both to the CRTC

http://www.ccts-cprst.ca/complaints/g...
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Justin Robichaud

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Would be a waste of time. Section G.1.iii states.

" A service provider may establish reasonable limits on the use of voice, text, and data services for the trial period."

Those usage limits that have been set have been surpassed.

Not much you can do. Just unfortunate that it involved Koodo. This would have been the exact same scenario had it been ANY other wireless company.
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rikkster, Mobile Master

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If I were a lawyer, I'd have a field day with that statement. We don't know if the OP used 51 MB or 510 MB. The operative word is 'may'. The usage limits are not set in stone and Koodo has offered leniency in the past. From what I'm reading, the only limit surpassed was for data only.
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Justin Robichaud

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Don't get me wrong at all I'm not justifying what they're doing to her. I'm just simply stating facts. Facts that some companies, I won't name them here, will take very seriously, too seriously.

I've returned dozens of phone WAY over the usage. It's just a polite call to customer care. Koodo and Telus are the two that I've had the best success with that too.

I'm still very upset that the Future Shop consultant didn't simpy look into the matter or call and ask instead of just basically leaving it at "Oh sorry you're over the usage, too bad".
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rikkster, Mobile Master

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Here's an excerpt from Future Shop's Returns and Exchanges Policy for cell phones and wireless devices.

"Future Shop adheres to the CRTC Wireless Code of conduct and the rights of the consumer. Subject to usage restrictions set by the carriers, cell phones may be returned within up to 15 days of the purchase date or up to 30 days after purchase for those who have self-identified themselves as a person with a disability".

Wireless Code of Canada: http://www.crtc.gc.ca/eng/info_sht/t1...

I personally think that 50 MB is a ridiculously small amount of data and is easily consumed especially when people are just getting the hang of how their new phone works. Add to the fact that mobile data is enabled from factory on most smartphones today, the customer may not realize this until its too late.
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Justin Robichaud

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Unless the CRTC also specifies a limit as to what the usage can be set by the carrier there's nothing that can be done.


All the carriers right now have a 30 minutes talk time and 50mb of data limit to usage within the trial period. With the exception of I think Bell and Virgin, whom I belive is 30 minutes and 30mb I forget now I always just inform my customers 30 and 30.

I don't agree with it either, but I also don't make the rules. :(
(Edited)
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rikkster, Mobile Master

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I don't think you've read the last part of my post. Mobile data is enabled by default from the factory, at least on all the Android devices I've purchased/received from Koodo, Best Buy, Wal-Mart and Future Shop. During initial setup, there are ways to turn it off, but in the rush to get the customer on their way or if mobile reps are extremely busy, this step is often overlooked.

Justin, you have access to all sorts of Android devices, check it out for yourself. You don't have to set the device up, just skip through setup and go to Settings > Data usage and tell me what you see.

It's not the sellers fault per ce and more to do with how Android is configured. iPhone and Windows Phone also ship with mobile data enabled. Pretty sure Blackberry is the same, though I'm not near my Z10 at the moment.

Turning mobile data off at point of sale would essentially cover the stores' end for any undue negligence. As it stands now, the customer leaves the store while data, unknowingly enabled, chews away at their allotted data amount. If the customer decides to return the device within the return period, they're on the hook for data usage.

According to Koodo's return and exchange policy:

"If your usage stays within the limits below, we’ll waive your first bill. If your usage exceeds any one of these limits, you can still return or exchange your phone but you’ll be responsible for your bill".

Details on reasonable usage:

30 minutes of talk time (local and/or long distance)
50 text messages (incoming and outgoing)
50 MB data

So, the phone can still be returned or exchanged, the usage is applied to the customers bill. I imagine discretion would be left up to retail support and whether or not data usage is deemed excessive.
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Justin Robichaud

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I understand 100%

As I stated earlier, I've returned many devices, on Koodo specifically, that were far over usage. It was a simple call to customer service and I'm confused still as to why the wasn't done by the store. I'm also disappointed with that store.
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Dennis, Mobile Master

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No proof that the usage was with the new phone. Wipe the usage info (you should factory reset any ways)

And say usage was when you put your sim in the other device
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Justin Robichaud

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I'm sure the carriers don't care that you used another phone in the meantime. They'd sooner expect you'd have just returned right away instead of using another phone for 2 weeks.
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Dennis, Mobile Master

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They can charge you for the plan but the phone should be allowed to be exchanged.

I would still report to the CRTC. Doesnt hurt and doesnt require must effort since you got a full out no any ways. You never know what may happen. it may surprise you
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Justin Robichaud

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Very true! It may also be the first step in having the carriers forced to raise the ridiculous usage limit.
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blawndie

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Hey guys...in my opinion 50 mb data is ridiculously low he used 64mb in the first 11 min the phone was turned on....add Google updates for contacts etc and your way over.

Koodo official stand according to this website
http://help.koodomobile.com/getting-s...

Excerpts pertaining to my situation...

Before You Purchase

What is your 15-day money back guarantee?

If for some reason you're not getting the results you want, Koodo Shops and Koodo Webstore offer a 15-day money back guarantee on your phone. You'll get whatever you paid for your phone back and your Tab will be reversed - no questions asked.

Within 15 days from the date of purchase, you can exchange your phone or get a refund if you’re not completely satisfied.

If your usage stays within the limits below, we’ll waive your first bill. If your usage exceeds any one of these limits, you can still return or exchange your phone but you’ll be responsible for your bill. Details on reasonable usage:

30 minutes of talk time (local and/or long distance)50 text messages (incoming and outgoing)50 MB data

Return your phone .....to the place of purchase. .Retail partner purchases must be returned to the location where you purchased it........
If your phone was purchased at a Retail Partner (For example: Future Shop, Wal-Mart etc.) you must return your phone to the same Retail Partner. Return policies vary by Retail Partner.

FUTURE SHOP SAYS THEY FOLLOW KOODO 's policy hmmph
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Justin Robichaud

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I would be in the store right now with that page from Koodo's website literally losing it at a manager.

If you talk to the right person, they'll figure it out.

I think what they did to you is wrong. We do follow Koodos policy. I just think the consultant you were dealing with has no idea what the policy actually is.
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blawndie

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Lol I was dealing with GM Dave
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Justin Robichaud

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That's incredible and very disappointing.
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Timo Tuokkola, Mobile Master

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Last time I checked, koodo's usage limits stated that if you exceeded them you would be on the hook for the plan, not the phone.
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Ahmad

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FINALLY!!! SOMEONE WHO KNOWS WHAT THEY ARE TALKING ABOUT!!! How did this thread go on for 9 DAYS without someone giving the right/proper answer and helping?! Fathoms me.

The usage has no bearing on whether or not the phone can be exchanged/returned. The usage limits are so if you go over them and decide to return your phone, you will receive a bill. If you stay under the usage and cancel/return the phone, you won't be issued a bill for that usage.

There was absolutely no reason for Future Shop not to exchange the phone.

edit: (I just saw rikkster posted details about the right policy yesterday. Thank you rikkster)
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Mark Kokolsky

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Yep, sounds like this Future Shop either doesn't want to do it, or doesn't know how to properly do it. I don't know what they were saying about releasing the IMEI before, as far as I know FOIP prevents them from reselling used phones that haven't been gone through by a tech.So they should be able to do it based on Koodo's return policy. But I do remember that when I worked at Future Shop, they also had their own return policy that was sometimes different than the carrier.
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Keith Fediuk

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You should also not that if the person is disabled (I know this isn't the case but good to know) that the limits are doubled.
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Jordan Stevens

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Hey blawndie,

This isn't a typical experience I would want or expect for our customers. I would like to take a look into this further. Which Future Shop store did you go to?

Thanks,
Jordan
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blawndie

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Upper James
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Jordan Stevens

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That's Hamilton correct?

Thanks!
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Jordan Stevens

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Hi blawndie,

We've had our team look into this a bit further and think something went wrong. We'd like to take a look into your account and figure out how to resolve this for you.

Can you send us a secure email? Select social media on the second page.  http://koo.do/YqucV0

Thanks!
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Jordan Stevens

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Hi everyone,

We had our team look into this and I wanted to let you know that Future Shop does follow Koodo's exchange/return policy. They will accept a return within 15 days regardless of usage. If you are over your usage limit you will be charged for your usage on the first bill, but the phone will still be accepted for return/exchange.

Thanks for your patience and understanding. We're working to make things better.
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Erwin

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Keep in mind too guys that Futureshop service multiple carriers and the reps can easily get confused and therefore be incompetent at servicing Koodo.
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Justin Robichaud

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I find this comment slightly offensive. Being a Future Shop employee.
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rikkster, Mobile Master

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I think this incident falls to better training for both reps and managerial staff alike. Unfortunately Justin and I don't like to point out the obvious, but you did mention the 14 day return period initially and admitted to confusion shortly thereafter. A simple misunderstanding on the part of the GM caused a lot of unnecessary grief. Thankfully, all has been resolved.

It's nothing personal and if anything is to be taken away from this incident, it should be considered more of a learning experience than anything else.
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BobTheElectrician

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Agree with Rickster. All those outgrowths from major retailers such as PC, Walmart, BB, FS etc. can't expect the denied-benefits part-time staff hired by managers who don't understand the product but who are pressured to keep up the numbers to really excel at knowing the ropes... except for the extended warranty!
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Justin Robichaud

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I'm not denying that I do get confused. Bell will NOT return a phone above the usage I actually tried last weekend. There was a defect in the phone and Bell Retail Support laughed at me when I asked to return and resell the contract because I didn't have an exchange phone of the same color. Told me to deal with the warranty.

I don't find it fair in any case to stereotype a Future Shop employee as being incompetent. I can guarantee at some point a Koodo Employee could make the same mistake.

I will point out that Future Shop employees are also 90% self trained. The only official Koodo training I've done was about plans and Tab options. The rest is up to us.
(Edited)
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Mark Kokolsky

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Mentioning that they can get confused is one thing, but saying they are incompetent at servicing Koodo is a pretty bold statement. Using that same logic, you could make some pretty bold statements about single carrier stores as well.
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blawndie

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Hi....no one ever resolved the issue with the phone I'd purchased at Future shop. I couldn't afford to be out the 300 tab that I had to pay off to get him a different phone so I kept the Future shop phone and returned the phone I had purchased at a koodo shop
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Jordan Stevens

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Sorry to hear that someone hasn't reached out to you about this yet. My team hasn't seen the message yet, but it's most likely working through the system. Typical turnaround on these emails is about 24-48 hours, but this is for sure beyond that window. I'll take a look into this now and make sure someone reaches out to you.
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Jordan Stevens

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Hello blawndie,

The team here has received your message. We've tried to get in touch with you but obviously have not been successful yet. We'll try again. The message will come from one of my teammates who can help you sort this out.
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blawndie

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Hi Jordan...Koodo head office called me I guess I emailed them instead. We have worked things out on my end with many apologies from Koodo. They also sent a reprimand email to Future shop on Upp James for their handling of the situation so it doesn't happen hopefully to someone else.
Here is a Big thank you to the Koodo community for your input and support
Blawndie :)
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Justin Robichaud

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Excellent to hear!
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Jordan Stevens

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You're very welcome. Thanks for the understanding. If you ever need anything else you know where to find us!

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