Just bought a new Phone and it arrived Broken and Koodo wont take responsibility

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  • Updated 4 months ago
  • (Edited)
I've been with Koodo for many years, pretty much since they day they opened their business. They've had fair prices, with decent quality calling, quick testing and usually pleasant customer support. However this past year or two I've noticed a big change in that, costs have sky rocketed with me having to call support and fight to keep my plan, quality dropping, and staff who give you the run around but nothing takes the cake more than the past few months.

Since about August I've had nothing but horrible experience from Koodo and am ready to leave the company after nearly a decade with them all because they wont own up to their mistakes. In short what happened was back in late August I purchased a new phone from them and when it arrived it was a lemon and was completely inoperable. I called to get it returned and replaced but it took talking to a supervisor just to get it replaced.

Instead of simply sending a clearly dud of phone and getting a new one I had to wait 3-6 weeks for a refund to be issued to my account before i could get a new phone, so for nearly two months i dint have a phone which was crippling for my business. When the refund came in finally 8 weeks later (!) I was ready to buy a new phone I place my order and because of a positive tab balance the phone should have been 0 down, but instead they charged me 120$ for it, so call again, fight again, get a refund and have to wait more.

By this point its now Christmas so with the holidays so I place my order on December 24th but did not recieve a confirmation email. Multiple calls and no one can tell me whether I'm getting a phone or not. Fast forward to January 4th I finally receive a confirmation email! On Jan 6th I get a badly damaged package with my new phone inside. I open the package up and low and behold the phone inside is also broken with its camera completely smashed.

Back to calling and email. I call Customer Support who tells me to call Repairs, who than tells me to call the Web-store, who than tells me to email them pictures of the damage and than never responds! I am now past my "grace period" and am stuck (that's what they think) with the SECOND broken phone I've received from them. Daily emails and calls are going unanswered, with everyone simply redirecting my call to someone else who than does the same. 

I am appalled at the so called customer service that send me two broken phones but will not own up to it. It has now but 5-6 months that I haven't had a proper working phone and while I've gotten used to life without one my portfolio has suffered due to the inability to take pictures (as I do not own a camera outside of these 1000$ phones). I used to recommend people to Koodo, but not after this. Do yourself a favour, and pick someone else, cause the moment you have an issue they'll pretend like nothings wrong. 

Posting this here, because Koodo wont help me anyways so I might as well warn people instead.
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Kate Lalonde

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  • betrayed

Posted 4 months ago

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Erwin

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Hi Kate,

I'm sorry about your experience. Have you tried calling again to the web store to check on the status of your replacement phone?
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Kate Lalonde

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Everyday since I got it.
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Dinh, Mobile Master

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Hi Kate,
It would help if you can break down events into paragraphs.
You said you received packages that were already damaged? why did you sign and receive a damaged package with the Canada post (or whoever delivered)? You could reject the package and it would return to Koodo to deal with. If a damage that could break a phone, it must be substantial.

If the webstore has responded. I would suggest you ask them again or wait for them to respond.
(Edited)
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Paul Deschamps, Mobile Master

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Also if you do recieve a package that looks damaged that you didn't notice at first your best bet is to ALWAYS get ahold of a camera from a friend or family member and record you opening said package and showing without question this is how the package was received and send the partt the footage immediately.

Next it seems inconceivable that a phones camera comes damaged due to how a phone is shipped which is camera side down with all the packaging and Accessories (which I'm assuming are not damaged) covering that part of the phone so damaging the back of the phone is very difficult unless the package has been basically steamrolled flat and more specifically the camera it's self being damaged in transit is even less likely. I personally see why Koodo doesnt believes it especially when it seems to be a reoccurring thing having issues while so many other customers don't have a single issue.
When did you receive the phone and when did you contact Koodo about G b is damage exactly was it immediately after receiving the package?
(Edited)
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Kate Lalonde

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The package was just left at my door. Post around here is horrible with signature on deliveryaways kust getting ignored. I tried calling Canada Post about the damages and they redirected me to Koodo whom i called immediately upon arrival.

The package was crushed inwards.
(Edited)
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Dinh, Mobile Master

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If it is true, this is terrible. Canada post never dropped any big item at my door. They always put it at the local office if noone was at home.

I would go to Canada Post and make a claim. They properly were the one who created the mess.
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rikkster, Mobile Master

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@Kate. I'm told by an official rep (Yann) that he will take a closer look in to what happened if you can provide the order number associated with the second phone ordered on December 24th that was damaged during transit and left at your front door.
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rikkster, Mobile Master

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The best course of action would be to continue communicating with Koodo. I would suggest sending Koodo a private message via Facebook, or a direct message via Twitter as call wait times could be longer than expected. The links/logos to both social media sites can be found on the black banner at the bottom right of this page.

I've brought this incident to the attention of a couple of official Koodo representatives in the hope that this situation gets resolved amicably.
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Kelsey, Employee

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Hi Kate,
I'm so sorry you feel we've let you down. I've asked some of our team look into the details around your order. 

According to CP's delivery details which include the image of a signature, your latest device was delivered to and signed for by a K Lalonde on Jan 7. Based on this it doesn't seem as though it was left outside - but if this is an error on CP's part, definitely reach out to them. The standard procedure is delivery to a local post office for the customer to pick up. In your email to our webstore agents, you also mention you noticed the camera was broken after you dropped the device.

Could you reach out to us via private message on Facebook, as rikkster suggested?

I agree that the 5 days our agents took to respond to your first email was longer than it should have been, so my apologies for that! Hope we can touch base with you soon via FB for a quick resolution.