Koodo sold me a refurbished phone and pretended it was a new phone

  • 1
  • Question
  • Updated 2 months ago
  • Answered
Archived and Closed

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

I have an iPhone 6S that I purchased as a NEW phone in Feb 2018 from Koodo at the Regent Mall in Fredericton, NB, Canada. I also purchased the Apple Care +. I started having an issue with the touchscreen on May 30th and I figured I'd just take it in and they would either fix it or give me a new one since that is why I PAY FOR APPLE CARE. And it's less than a year old.

Apple refused to fix it and falsely accused me of tampering with it via a third party. I have NEVER taken this phone to a repair shop, I've never jail broken it, I've never opened it (wouldn't know how), I haven't messed with the software (also wouldn't know how), so I don't know how they can accuse me of this. I reiterated this to them so it was sent back a second time for further escalation and they came back with the same response from Apple. They are insisting it was tampered with in some way by a third party.

The only explanation they had (and the only one that makes sense) was that it was refurbished before I purchased it as a "NEW" phone. I called Koodo and I spoke with a supervisor named Billy and he assured me it was brand new out of the box when I bought it. However, when I bought it there was no plastic wrap on the box and anything could have been done to it. There are many stories online of cell phone providers doing this, and it's despicable.

I expected more from a company I've been with for almost 10 years. If someone at Koodo wants to contact me to rectify this, you can look up my account and call me. I've never been so blatantly ripped off like this in my life. If this isn't rectified soon I will be going to the media and the CCTS.


Photo of Ciara

Ciara

  • 180 Points 100 badge 2x thumb
  • furious

Posted 2 months ago

  • 1
Photo of Dinh

Dinh, Mobile Master

  • 45,986 Points 20k badge 2x thumb
hi Ciara,
 
If you want for a call back you could do that at  https://www.koodomobile.com/help/ The forum is mainly for customer interactions. As you already contacted Koodo previously, you could do that similarly.

I don't think Koodo sell you the phone refurbished. You could ask Apple to check the IMEI in the contract and see if the phone was new or refurbished. What part of the phone was "tampered"? did apple give you a report or something? The phone has been staying with you for almost a year, it would be hard to prove someone else (besides you) did something to it though.
(Edited)
Photo of Ciara

Ciara

  • 180 Points 100 badge 2x thumb
February to June is 4 months, not a year. And Apple confirmed parts were changed in the device. Google it, cell phone providers do things like this all the time

https://forums.xfinity.com/t5/Xfinity-Mobile/Comcast-selling-refurbished-phones-as-new/m-p/3071433
https://community.verizonwireless.com/thread/843995?start=10&tstart=0
Photo of Ciara

Ciara

  • 180 Points 100 badge 2x thumb
February to June is 4 months, not a year. And Apple confirmed parts were changed in the device. Google it, cell phone providers do things like this all the time

https://forums.xfinity.com/t5/Xfinity-Mobile/Comcast-selling-refurbished-phones-as-new/m-p/3071433
https://community.verizonwireless.com/thread/843995?start=10&tstart=0
Photo of Dinh

Dinh, Mobile Master

  • 45,986 Points 20k badge 2x thumb
@Ciara,

Did you check apple warranty with the IMEI? How many months did you have?
Photo of Ciara

Ciara

  • 180 Points 100 badge 2x thumb
I was supposed to have a warranty until Feb 2019 but it's showing that it's expired now.
Photo of Dinh

Dinh, Mobile Master

  • 45,986 Points 20k badge 2x thumb
Then I would suggest you contact Koodo and ask about that matter. They would look into their record of IMEI and your current IMEI and give you the answer.
Photo of Dennis

Dennis, Mobile Master

  • 201,104 Points 100k badge 2x thumb
A refurbished phone would be identifiable by Apple as refurbished wouldn't it?

I don't remember what koodo had last February, but I think all their refurbished phones would have been sold online too.

And refurbished phones would still be warranted and repaired by Apple.

If Apple said it was tampered with, what specifics did they say? What exactly was wrong/tampered?
Photo of Ciara

Ciara

  • 180 Points 100 badge 2x thumb
They keep their repair info fairly vague so that consumers don't know what can be caught by them and then work around it. They said unmodified parts were added/removed basically. And as I said, I've done nothing to the phone.Why would I when I have Apple Care + to cover any damage? And refurbished phones aren't under warranty if they were put under warranty as "new".
Photo of Dennis

Dennis, Mobile Master

  • 201,104 Points 100k badge 2x thumb
Just being devil's advocate here and to answer your question (I'm not accusing you).... but you could be running a scam yourself and hoping that Apple care would give you a new refurbished device after you swapped out the good parts.  When that failed you are hoping that Koodo will not give you a new phone.

Refurbished phones come with a 1 year warranty too

https://www.koodomobile.com/help/certified-pre-owned-phones
Photo of rikkster

rikkster, Mobile Master

  • 68,950 Points 50k badge 2x thumb
There appears to be a way to check whether the phone was sold as a new or refurbished unit. I'm using the term 'appears to be' because I could not find a direct link to Apple with respect to these findings. However, the lettering is in line with the iPhone 6 that I have - being an M.

Go to: Settings > General > About and check the first letter of the model number, (not the serial number). M denotes a new retail device, N is used for iPhones that have been earmarked by Apple for replacements. These can be new devices or refurbished devices. Apple's use of "P" and "F" is less clear, but "N" and "M" appear to be regularly used. 



Sources: 

https://www.macrumors.com/guide/buying-refurbished-apple-products/

https://www.theiphonewiki.com/wiki/Models
(Edited)
LOL What?
That only applies to Apple refurbished phones. Do you think that if Apple refurbished the phone, they would say that it was tampered with by a third party and deny the warranty?
OP, go to this link: https://checkcoverage.apple.com/
Enter the IMEI or serial number.

If the warranty expiry date does not match the date you bought the phone from Koodo, then that is proof that the phone was used before you bought it. File a CCTS complaint, so you can deal with higher ups at Koodo instead of outsourced phone reps and Mobile “Masters.”
Photo of Dinh

Dinh, Mobile Master

  • 45,986 Points 20k badge 2x thumb
I asked the same question yesterday, the OP said it was expired. The remaining question is whether that IMEI was the correct one and was written in the contract.
(Edited)
Photo of Ciara

Ciara

  • 180 Points 100 badge 2x thumb
Koodo ended up rectifying the situation and provided me with a brand new phone. Thanks for the replies everyone.

This conversation is no longer open for comments or replies.