good customer service but left feeling a little misled

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I was excited today as I purchased my first new "smart" phone the Nexus 5. I bought from a koodo kiosk in a mall while on holidays and received great/friendly service. Unfortunately, while speaking to the Koodo Rep I asked him why I should buy this Nexus 5 off him rather then Google as they had it for $399.99 and his price was $450. He told me it was the exact same phone and that they had not updated the prices yet. I completed my purchase and returned home (1hr away from any Koodo Rep) to find that this was not the same phone from google (399-32G) but the 16G version. I am very frustrated by this. I don't think there was any intention of deception on the part of the rep but I feel that I did not get what i thought i was paying for. I live too far away to drive back and return the phone which is very unfortunate. Any suggestions?
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Posted 5 years ago

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Daniel Kim, Mobile Master

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The rep was simply misinformed, he sold it to you for 450? that shouldn't be right as koodo sells it for 400 for the 16gb model. Ordering from google is cheaper however you do have to pay for shipping and wait. All i can think of is calling CS and getting something sorted out. 611 from your koodo phone for CS
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Thnks for responding. He sold me the phone for 400 but I was under the impression that it was the 32G version as he indicated it was. I'll try giving CS a call. Thanks again
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Timo Tuokkola, Mobile Master

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Customer service will not give you a credit because you got what you paid for. If it isn't actually what you wanted you'll need to return the phone in order to exchange it. You have 15 days to do so.
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There was a misunderstanding and assumptions made by both parties. The Nexus 5 that Koodo sells is exactly the same as the one that Google sells. Google sells them in two size capacities while Koodo only sells the lower capacity one.

You need to return that phone within 15 days to get your money back. Do not use the phone and leave everything as-is to be safe (you don't want to scuff up the phone).
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rikkster, Mobile Master

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Well Andrew, I have to say you're taking this rather well, I'd be pretty ticked if that had happened to me. Koodo only sells the 16GB variant of the Nexus 5, so I can't figure out for the life of me why the kiosk rep told you that he was selling you a 32GB version.

Since it's a brand new device and you're well within the 15 day return period, your best option is, as others have suggested, to return the device and get a full refund and get the device that you really want.

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