Is there any recourse to contest a determination of damage to a phone returned for warranty service?

  • 1
  • Question
  • Updated 5 years ago
  • Answered
sent in phone for warranty repair due to gps sensor not functioning. phone was working perfectly in all other respects. no cracks, or breaks. only normal wear and tear on the phone, (i.e. minor scratches).

apparently, the "warehouse guys" determined phone had "physical or water damage."

most reputable companies would give a heads up, or options to say hey, this phone won't be covered under warranty. do you want it back, or do an out of warranty replacement. the only notification we got was a $100 charge on our bill.

i would not have sent the phone in if i thought there was even a chance that it wouldn't be covered under warranty.

not a happy koodo customer today.
Photo of Monty Janes

Monty Janes

  • 310 Points 250 badge 2x thumb
  • frustrated

Posted 5 years ago

  • 1
Photo of Zaphod Beeblebrox

Zaphod Beeblebrox

  • 50,798 Points 50k badge 2x thumb
Hmm...that is a tough call. Saying "sorry" won't cut it in my opinion. I highly doubt the people who did the "repairs" would be sticklers for minor scratches.

Well, a few things come to mind.

You can either go to the store and speak to the manager about the issue to see if there is anything they can do or call Koodo and see if they can either adjust the tab to get a new phone, send you a replacement phone via the Priority Exchange program, or encourage you to get the repair done and waive the fee when it appears on the bill. The latter might be a stretch since it is $100 but what is the harm in asking?

Just maintain an positive demeanor and they should have no issues. It all comes down to who you speak to for this. Unfortunately, there is no official appeal process for your situation.

The Priority Exchange is where a refurbished phoen is sent to you within 3 - 5 business days by Purolator. You would take the battery, sim card, and SD card out of your original phone and place the rest of it in the mailer. you keep the refurb phone. There is usually a fee of $25 for this but given your situation, I would hope they would waive that fee if you decide to go that route.
Photo of Monty Janes

Monty Janes

  • 310 Points 250 badge 2x thumb
thanks tyler - already have the replacement phone, and charge already showed on my bill. i did call, and the rep advised me that the warehouse guys determined damage, but he could not be specific about it. i asked what options i had, and he basically told me i am SOL. :(
Photo of Robert

Robert, Mobile Master

  • 103,784 Points 100k badge 2x thumb
I find it totally unpreofesionnal to charge you without even warning you. Therefore, I think most people at Koodo will think the same. By experience, I support Jonathans. They will say no at first, but just "be angry about it" and they will say "wait a second i'm going to check something". Ususally it's a good thing
Photo of Zaphod Beeblebrox

Zaphod Beeblebrox

  • 50,798 Points 50k badge 2x thumb
Try not to be angry...

More can be resolved using manners and not raging lol
Photo of Chris Petersens

Chris Petersens

  • 47,266 Points 20k badge 2x thumb
There is notice given. They send you a new phone in package in which you supposed to put your phone and send it back for repair. It does state on the letter that comes with it that if they find physical damage or water damage $100 will be charge to your account. That said I believe you get to keep the phone they sent you.

I do agree thought they should state it up front that $100 might be charge not in package one receive since then it's too late to change your mind.
Photo of Myke

Myke

  • 45,090 Points 20k badge 2x thumb
Uh, guys. The repair costs come from the manufacturer & the manufacturer does the repair review. They make the call. You could call the manufacturer to contest, but Koodo isn't obligated to do anything because it isn't their call.
Photo of Myke

Myke

  • 45,090 Points 20k badge 2x thumb
And yes, I realize that this a 1 month old thread :P.
Photo of Timo Tuokkola

Timo Tuokkola, Mobile Master

  • 140,222 Points 100k badge 2x thumb
Clarification: did you send it in for repair from a kiosk, or send it in via a return mailer?
Photo of Jodie Porteous

Jodie Porteous

  • 120 Points 100 badge 2x thumb
i just had this happen to me for both my phones koodo says there is water damage but i know 100% that there was none i wouldnt hve sent it back to them either also inconsideration that my personal phone was my 5th one from koodo in under 6 months .... i lucklytook pictures of the phones from every angle so i had proof of what they looked liked the day i sent them via purlator.i called in and all they said was u have to go to a koodo kios and that was the end of that conversation before i lost my cool. any thoughts on what and where i should go next with this?
Photo of Myke

Myke

  • 45,090 Points 20k badge 2x thumb
Moisture can happen anywhere, it doesn't necessarily need to be right by water. If it's an extremely humid day and you happen to take the battery out while outside, if there's enough moisture to get on the strip, then that is classified as the phone being exposed to liquid damage.

You may believe 100% that there was no liquid damage, but it's ultimately the manufacturer who makes that call. Once they make that determination, there isn't much you can do. You could call them and dispute it with them, but I doubt you'd get anywhere.
Photo of Chris Petersens

Chris Petersens

  • 47,266 Points 20k badge 2x thumb
That's crazy! We don't live in the age of 'guilty as charged'!! They check the colour changing sticker on the back of the phone. They should be able to provide that to customers upon request.
Photo of Myke

Myke

  • 45,090 Points 20k badge 2x thumb
That would be a request made to the manufacturer then.
Photo of Chris Petersens

Chris Petersens

  • 47,266 Points 20k badge 2x thumb
Nope. That would be a request to koodo who sends out the phones for repair to authorized repair centers.
Photo of Jorden

Jorden, Mobile Master

  • 33,404 Points 20k badge 2x thumb
Problem is Koodo likely doesn't get the phones back after the priority exchange happens.
Photo of Monty Janes

Monty Janes

  • 310 Points 250 badge 2x thumb
i eventually go this resolved in my case. I got through to a supervisor who told me that it appeared there was damage during shipping. he agreed that on both points, since there was no specific damage reported, and since i used their mailer, that i should not be held responsible. the $100 charge was immediately wiped from my bill. yay! a happier customer now.
Photo of Myke

Myke

  • 45,090 Points 20k badge 2x thumb
Good to hear :).
Photo of Jodie Porteous

Jodie Porteous

  • 120 Points 100 badge 2x thumb
WELL CONSIDERING IVE BEEN SUCK INDOORS FOR ABOUT 5 MONTHS DUE TO MY
ILLNESS I HAVENT NOR MY PHONE, BEEN SUBJECT TO HUMIDITY TO CAUSE
CONDENSATION TO CAUSE WATER DAMAGE. AND DONT DOUBT A PERSONS YOU DONT
KNOW CUZ I NOW HAVE A AWESOME CREDIT TO MY ACCOUNT DUE TO THE
INCONVENIENCE
AND ALSO AS I SAID I HAVE PROOF THERE IS NO DAMAGE I TOOK PHOTOS OF THE PHONE AND BATTERY
Photo of Chris Petersens

Chris Petersens

  • 47,266 Points 20k badge 2x thumb
Did you take a picture of the colour indicator on the back of your phone Jodie? You have a case then.
Photo of Myke

Myke

  • 45,090 Points 20k badge 2x thumb
Your shift button is stuck. You may want to get that looked into.

Bottom line Jodie, if you want to dispute this, contact the manufacturer. There is literally nothing Koodo can do about it as they do not do the repairs on the phone nor do they make the determination if the phone is damaged or not.

We aren't doubting you. We are simply telling you the information that is relevant to your situation.

You can have all the "proof" you want. You can take that "proof" up with the manufacturer.
Photo of Jodie Porteous

Jodie Porteous

  • 120 Points 100 badge 2x thumb
I ALREADY GOT HAVE GOTTEN THE 200$ TAKEN OFF MY BILL and credited to my account 75$ "THANKS MYKE"none of what was said relevant but thats ok. .
Chris yes i did my problem was taken care of .

now how to not get any more emails from here...hmm
Photo of Timo Tuokkola

Timo Tuokkola, Mobile Master

  • 140,062 Points 100k badge 2x thumb
Click unfollow below the first post in this thread.
Photo of Monty Janes

Monty Janes

  • 310 Points 250 badge 2x thumb
myke - when i initially called for support for my phone, the manufacturer wouldn't have anything to do with me. all interactions and shipping were through koodo. they do indeed make the determinations as to whether the phone is damaged or not. or at least, that's what they told me.
Photo of Myke

Myke

  • 45,090 Points 20k badge 2x thumb
Koodo doesn't do the repairs. They don't take the phone apart. It goes directly to the manufacturer. What you were told was incorrect unfortunately. Koodo does ship it, but they don't make the repairs, the manufacturer does.
Photo of Monty Janes

Monty Janes

  • 310 Points 250 badge 2x thumb
could be, i guess. never worked there, and don't know anybody who does. hard to take your word at face value though, unless you're in the industry, and "in the know"? :)
Photo of Myke

Myke

  • 45,090 Points 20k badge 2x thumb
I've been working for Koodo for nearly 4 years. I'm quite familiar with the repair process.
Photo of Monty Janes

Monty Janes

  • 310 Points 250 badge 2x thumb
thanks for the clarification. :)
Photo of rikkster

rikkster, Mobile Master

  • 67,104 Points 50k badge 2x thumb
Since Koodo deals direct with the manufacturer and your only method to send a device in for warranty repair is through Koodo and at the end of it all, the billing for warranty repair is handled by Koodo. Wouldn't or shouldn't the onus be on Koodo to provide a better way to communicate things like estimates for repair?

The fault in this instance was that there was no estimate provided. Glad to hear the matter has been resolved Monty.
Photo of Monty Janes

Monty Janes

  • 310 Points 250 badge 2x thumb
almost. :) found they added $10 to the tab which was never discounted off the account for the $100 charge. working on that next.......
Photo of Monty Janes

Monty Janes

  • 310 Points 250 badge 2x thumb
got the $10 taken off the tab. :) a bit of inconvenience to go through all this, but hopefully, now 100% resolved. :)
Photo of Chris Petersens

Chris Petersens

  • 47,266 Points 20k badge 2x thumb
I don't understand something....the tab, that wasn't a charge was it? Because they (koodo) gives 10% off your tab based on your bill size. You had that $100 charge and they took off an extra tend dollars off your outstanding tab. Are you saying you had them reverse that?:-) you are one honest dude. Not many people would do that.
Photo of Monty Janes

Monty Janes

  • 310 Points 250 badge 2x thumb
lol. nope didn't give money back. tab usually shows accruals. this was a $10 adjustment, telling me i owed koodo an additional $10 on my tab. i had them remove the adjustment, so my tab was less. the 10% was never taken off my tab as part of the "warranty" charge of $100.

This conversation is no longer open for comments or replies.