i dont know my tracking number

  • 1
  • Question
  • Updated 1 year ago
  • Answered
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members.

i lost my tracking number i was given when ordering a replacement phone. is their anyway i can figure it out ?
Photo of Natalie Mayer

Natalie Mayer

  • 110 Points 100 badge 2x thumb

Posted 1 year ago

  • 1
Photo of Goran

Goran, Mobile Master

  • 90,800 Points 50k badge 2x thumb
Did you ever receive an email with the tracking number? You can send off an email to the Koodo webstore to ask for it. It could take a day or two atm before you get a response.
Photo of Natalie Mayer

Natalie Mayer

  • 110 Points 100 badge 2x thumb
ok ya i did . still waiting ...been just one day. they have my email, so it may be that they misspelled it. I'm not sure.
Photo of Ranjan

Ranjan, Official Rep

  • 28,768 Points 20k badge 2x thumb
Hi Natalie - is this for the phone number ending in 95? Not seeing any order history for that account. I know you don't have the tracking number, but do you have an order number by chance? It would begin with HFO...
Photo of Natalie Mayer

Natalie Mayer

  • 110 Points 100 badge 2x thumb
yes that is it. no i do not. so it sounds like the phone isnt even coming then... what is going on?
Photo of Ranjan

Ranjan, Official Rep

  • 28,768 Points 20k badge 2x thumb
Not quite sure Natalie. A few questions if you can help me understand what exactly happened:

- To confirm, did you purchase your phone as an upgrade on koodomobile.com and which phone was it?
- You say you lost the tracking number. Where exactly did you get this tracking number? Was it in an email confirming your order? other?
- When you say replacement, do you mean you purchased a new phone to replace the current LG G4 you have?
- When did you place your order?

I've also reached out to our web store team with your account info. to see if they have a record of any orders matching your account info. - maybe they'll be able to see something I don't/can't.. but in the meantime if you can help provide some more information that will help paint the picture. 
Photo of Ranjan

Ranjan, Official Rep

  • 28,768 Points 20k badge 2x thumb
Hey Natalie - I heard back and it looks like you've initiated an extended warranty replacement through eSecuritel - the third party responsible for your extended warranty. Unfortunately we don't have access to any info. regarding your claim as it's handled by eSecuritel and Koodo isn't involved. I would recommend contacting them directly to follow-up and get more info. on timelines and next steps.

This conversation is no longer open for comments or replies.