How can Koodo allow a Blacklisted / Stolen new phone sold to customer on contract with tab?

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  • Updated 9 months ago
How can a brand new Koodo contract phone sold by an authorized retailer be already reported as stolen / lost phone and on national blacklist? I got a blacklisted (reported as stolen / lost) brand new phone on Koodo tab!!! Here is my story (kind of long):

I signed up a Koodo contract with a brand new phone on small tab at the Mobile Shop in RCSS. The phone was out of stock at this store, but they were able to transfer the phone from another store within 2 business days later while I signed up the contract and got all the documents done at the spot first. Everything seems fine with the phone's IMEI, sim card, Tab discount, and other regular things on the invoice and the contract is standard with correct plan selected. I was happily waiting for the phone.

After 4 business days (instead of 2 business days), I finally got the phone. After I got back home and inserted Koodo sim card, the phone always shows "Emergency Calls Only", my first thought was a bad sim card, so I switched to my friend's sim, still the same "Emergency Calls Only". Then I searched online for all different fixes and solutions and tried all sorts of fixes for 2 days but no luck. So I called Koodo Technical Support, not too much help from them though, as the tech support kept telling me to do an exchange of the phone since it's still within 15 days.

Then I called The Mobile Shop for an exchange, but the phone is out of stock at the shop. After another 4 days of searching for a stock of this phone, they still couldn't find one to exchange. In these 4 days, I called Koodo couple times, but they can't do the exchange because it's not from official Koodo Store and keep telling to do exchange at the mobile shop where no stock can be found. I don't want to give up this phone as I really love the spec and feel of it. My friend suggested me to check if the phone is on blacklist as blacklisted phone cannot be registered to carriers and would show "Emergency Call only" all the time. I laughed at him and told him this is a new phone on Koodo contract / tab not from Kijiji. However, I still did a search for fun. AND surprisingly, IT'S BEEN REPORTED AS STOLEN / LOST!!! And on Blacklist. I was shocked!!! It's a brand new phone from Koodo!!! 

I then told the Mobile Shop and they contacted Koodo, but even their internal channel at Koodo could not give them a clear answer if the phone can be removed from blacklist and how long it will take even if can be removed. Since my 15 days buyer's remorse period was almost end (with all these troubles and back and forth conversations), I have no way but refund the phone. What a waste of my time and efforts. No single penny of compensations. The Mobile Shop blamed Koodo for allowing blacklisted phone registered on tab, and Koodo blamed the Mobile Shop to sell a blacklisted phone. At the end, it's the customer who suffers and lost. 
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Yiming

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Posted 9 months ago

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Dinh, Mobile Master

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wow, It is the first time I heard about something like that.

I would suggest you call Koodo and ask to talk to a real koodo agent to make a complaint. It is a Koodo internal problem and you wasted your time on it. You could ask them to find another phone (different type) or a loaner. I think Koodo should help you on the next purchase, or your phone plan because you have spent time and efforts, running around for either Koodo or mobileshop problems.
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Yiming

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Thanks a lot for suggestions, Azure123. I contacted Koodo and talked with both tech support and Billing, all I got was to return the phone and get the refund. They just didn't accept it's their fault and kept saying not knowing how and why this new phone on blacklist. And now the phone has been returned and so is my only line with Koodo, I don't know if my complaint is serious to them any more.

I posted here for 3 things:
1. How can a blacklisted phone available to sale from authorized dealer or be able to registered on Koodo tab system?
2. How to remove the phone from blacklist? Why even Koodo cannot easily do it?
3. Truly hope the word to spread so whoever get a new phone needs always make sure you can make phone calls before leave the store, and if for any reason that requires waiting for the phone to be arrived later, make sure you check the IMEI on your invoice to make sure it's not blacklisted. Thus nobody will suffer what I had experienced.

Thanks!
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Dinh, Mobile Master

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When you call Koodo, I would suggest trying to escalate the issues to a higher level than the 1st line agent. The agent might not have the authority or the knowledge of how to compensate for that problem. The manager, who normally has more experiences might answer you properly.
1. It could be a problem with their inventory, they misplaced one phone and reported as lost. Then they found it, and forgot about the lost report. It might be a bigger problem with Telus/mobileshop... who know...
2. I have no idea how blacklisting work.
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Yiming

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Just got an update from Koodo Fraud Team, and they cleared out the device from their fraud list and blacklist. What a timeline! I just returned the phone 3 hours ago. And even more interesting is that the phone was reported and blocked because its previous owner has been defined by Koodo as fraud. So the phone is not new but an used / returned one. What the heck! The box was opened when I got it, but the TMS employees and manager kept telling me it's only opened for them to show to a customer not long time ago and never registered to anyone, and their system and Koodo won't allow them to sell a returned phone!!! This is really ridiculous and insane! either the systems have flaws or I got a bunch of liars.
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Dinh, Mobile Master

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I think it was a problem somewhere. At this point, I would suggest you take records of everything and keep calm, every time you call in, ask the agent name and ask him to write down on the system the conversation between you and him/her. As the fraud department has confirmed, they should have something on files. I would suggest exploring all the option, you could call in again and make a complaint or move on to a new phone or new plan. This mess could happen to anyone.
(Edited)
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Yiming

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Thanks a lot Azure123 for you kind words and good suggestions. I guess I'll just move on as this phone was my only line with Koodo and now it's been closed, I don't think Koodo will give me any credit for an empty account. 

Just for other's information:
1. It seems like the phone can be cleared removed from blacklist if you can reach to the correct department or an agent willing to help you 
2. It seems like Koodo system and/or TMS system allow resale of the returned phone as new, so you may need to call Koodo to verify it the phone has been registered or activated prior before you purchase any "new" phone.
3. The phone's warranty apparently starts on the date of the first activation, so if the phone was returned and resold, the warranty won't be reset and you'll lose partial to all warranty.

Thanks!