I just bought a CPO iPhone and the price went down...

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... and it's within the 15 days. Can I get a price adjustment?
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Poor Rich

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Posted 2 years ago

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Mayumi, Mobile Master

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Which model and how much did you pay?
Did you buy it outright or on the Tab?
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Poor Rich

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I bought a 6S Plus. I believe it was $375 on Tab Medium and now it's $300. It is also $100 cheaper if bought outright. Can someone at Koodo look into this and help me out?
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Poor Rich

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Hello Koodo????
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Robert, Mobile Master

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Hello Poor.

I believe you'd better ask directly in store. I don't have the answer personally, but I'm sure they wiill credit you yhe amount. If not, just return the phone and buy a new one. It's more of a hassle for them and you, but you'll eventually get what you want.
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Poor Rich

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Koodo????

So can anybody help me?  3 days and still no response even though I see staffers responding to other posts???  JD Power award for customer service????  I don't see it :(

I had to call *611 today and the guy on the phone almost made me go into a store to do a refund on an "online only" phone and re-purchase it.  However, if I return the phone, it would not be aloud to be re-sold over the counter and I would have lost that handset due to protocols (according to the supervisor)!?!?  And if I lived and hour away from the nearest Koodo, this would have been an even bigger waste of time and money and really upset this 8+year customer!!!

This seems a bit backwards and I'm not happy!!!

Fix Up Koodo!!!
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Ivan, Mobile Master

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Rich, I'd suggest you take the 2nd option as it's much more similar to your desired resolution.

Returning the device to repurchase it would be a huge hassle.
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Poor Rich

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Thank you Ranjan.

But sending back my phone seems like a ridiculous step to take in order to get the difference back.  What if, in the time I go through the return process, the phone I want is sold out and by the time my returned phone goes through the refurbishing process, the sale is no longer active?  It just seems like an inconvenience to both parties including time and money.  This wouldn't be any issue in any retail environment, so I don't see why this is any different?

Another solution could be to refund me the entire purchase made on Oct. 8th and re-sell to me the exact same device at the brand new price today.  We can pretend I shipped it back and Koodo can pretend they shipped me the exact same device back out.  It can be done automatically or I can call Koodo again today and do this on the phone.

I am trying to help come up with a solution so will this work?

@Ivan - this whole thing has been a huge hassle... I've been waiting 3 days to get this sorted.
(Edited)
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Ranjan, Official Rep

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I can appreciate you trying to trouble-shoot a resolution with us, Rich.

Fully get the complexities of having to return the phone only to repurchase, or worse, not being able to purchase it back due to availability of stock and the promotional price changing, etc. It would indeed be an inconvenience for you and something we're hoping to avoid - this is why you have the option of getting back the difference by other means (tab or bill credit for the full amount).
Is there any particular reason this can't work for you?

You mentioned earlier that a price adjustment at the store level refunds the amount back to the users card - which is correct. Unfortunately with this being an online order, the process is more complicated given security requirements, so we're proposing a work-around that would hopefully save you time and effort, and in the end gets you the same outcome.. just through a different method.
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Robert, Mobile Master

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Hello Rich.
What we can do is apply a credit directly to your tab, which reduces the remaining balance that you owe by the same amount as the cost difference, OR apply a credit directly to your account to go towards your monthly bill. The amount you get back is the same no matter how you slice it.
This is what the 2nd option is. I find it easy and it doesn't cause any hassle.
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Brent Leach

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The same thing just happened to me! I just purchased an iPhone SE for $220 with medium tab. They are being offered for $0 right now with medium tab. I only bought this phone 1 week ago
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Poor Rich

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Ok Ranjan,

The reason I want it refunded back to my Visa is I can't pay off my Visa with credit from Koodo.  Visa charges interest where Koodo does not.  If I call the Web Store's 1-800 number, would they be able to refund me the difference?

If not, I now have to choose an option that I don't want.  With that being said, I will reluctantly choose to reduce my Tab balance with the price difference +tax.  And is it possible to provide me with a breakdown either posted here or via email?

There really needs to be a better way for this to work in the future.  Forcing customers, myself going on 8+ years, through this headache of getting a price adjustment for something I bought on your website and also not offering them something for their frustrations is kind of silly.  From posting, to phoning and back to posting after waiting 3 days to finally get someone to read my post after bumping a few times is also very faulty in terms of customer service.  I'm looking forward to the next "survey request" as this whole process was very unpleasant and I did not "Choose Happy".
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Ranjan, Official Rep

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Understood. In that case I would recommend taking the bill credit over the tab credit.

If you take the tab credit, it reduces the overall tab amount by $75+tax. You still pay the same amount every month, but do pay the tab off sooner, which will ultimately reduce your bill by the monthly tab amount once paid off.

By taking the bill credit, it will be reflected on your next bill (and until the credit is depleted), meaning you can take the money you would have paid towards your Koodo bill and put it towards your credit card payment.

If this works for you, I can have the team apply the credit right away. Or if you still prefer the tab credit, we can go that route as well - just let me know.

Unfortunately, calling the web store number will result in the same options being presented to you. The only way to get a refund direct to your card at this point is by completing a return.

We do strive to ensure issues like yours are addressed in a timely manner through the community, and I apologize on behalf of the team for letting this sit for longer than it should have. Hoping the solution proposed above will work for you.
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Timo Tuokkola, Mobile Master

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If paying your visa bill for the purchase of the phone is your primary concern, take the bill credit and use the money that you don't pay for your phone service to pay the visa bill. (ignoring the matter of whose fault it would be if you actually bought a phone which you could not afford to pay for). Otherwise take the tab credit and spend a few months less paying off the phone. Much like a multiple choice test you have been provided with the available options. Your choice now is to take it or leave it. You do not have the option of writing in your own answer.
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Poor Rich

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Again. Why are you still chiming in? Not insecure just trying to point out a flaw in the system. As Ranjan pointed out, it is a frustrating situation to be in and yet you still have disrespectful words?

I cant pay down my Visa with Koodo credit. I can still pay off my Visa and I'm actually debt free. You chime in because you have no power to do anything on this website except maybe assume customers that are not yours cant pay their bills and inadvertadly insult them? All you have is a a picture of some guy who badly needs a haircut and some fancy squiggly lines with the words "mobile master" next to it. See not so nice that i assumed that about you.

This matter is being dealt with by a professional.

Koodo, is this guy is a good representation of the customer service that's being offered by a "Mobile Master"?
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Timo Tuokkola, Mobile Master

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The fact that this is a public forum means that I have just add much right to comment as you do to complain. If paying off your visa is not a concern, then it is irrelevant and there was no point in even mentioning it. I honestly couldn't care less what your opinion of me is, but the fact that you immediately became hyper defensive tells me that you spend a great deal of time worrying about what other people think of you.
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Poor Rich

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Again making more assumptions about me.

Hey Koodo, how does one file a complaint against this guy? He has no place in representing your company as a "mobile master" and should have his activity reviewed and status revoked.
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Timo Tuokkola, Mobile Master

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*yawn*
Have a nice life, and keep working on that self esteem. You'll get there some day.
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Poor Rich

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Your disrespect towards Koodo customers is downright dispicable. Keep on doing what you're doing jerk!

I will escalate this until you lose your benefits as "Mobile Master". You don't deserve special perks and privileges the way you respond to customer inquiries.
(Edited)
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Poor Rich

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Thanks Ranjan,

I would like to lower my Tab balance. Will it reduce the total Tab down from whats owed? For example $360 down to $285 spread over the 24 months?
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Ranjan, Official Rep

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Great - I'll let the team know to apply the credit to your tab.
And correct, except your current tab is $345 (you've already paid $15 towards it). So the difference will be taken off that amount. Your monthly payments will remain at $15/mth - you'll just pay the tab off quicker (in approx. 18ish months instead of 24).
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Poor Rich

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Oh, it doesn't take a lower tab payment per month to $11.25 over 24 months? I would much prefer it that way.

And this Timo guy is getting on my nerves and making this situation even more disturbing. Why does he have "mobile master" status when he responds to your customers the matter he does?
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Poor Rich

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Status update?

And filing a complaint? Or should I just take this up with the CRTC?
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Ranjan, Official Rep

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Hey Rich - I actually tried calling you earlier this morning. Is there a good time to reach you so we can close the loop on everything?
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Poor Rich

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Give me 5 mins. Phone is dead.

And we will be discussing everything!!
(Edited)
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Ranjan, Official Rep

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Thanks for taking my call Richard. To confirm, the price adjustment has been applied to your account by way of a tab credit and this issue is now resolved.
Thanks for sharing all your feedback.