Koodo Web Support Unreachable

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  • Updated 3 weeks ago
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About 2 weeks ago I went and bought a phone through the web store and after receiving it, I decided that it wasn't for me and wanted to return it.

The website says to contact web support for a return mailer but this seems to be an exercise in futility because it is impossible to get in contact with them. My 15 days to return began on the 7th and I sent my first email on the 13th (having only received the phone on the 9th). I have yet to get any sort of acknowledgement to this. I've tried calling the phone number every night since then and at two and a half minutes into the call I get forwarded to an answering machine.

I attempted to call the regular support because I don't want to be stuck with a phone after the 15 days expire and in the hour and half phone call I was assured that there was no answering machine and that someone will definitely answer my call. The agent said he would contact them for me and I would hear back within an hour. It has now been 4 days. Contacting the social media accounts is yielding the same results.

What options do I have left? Signal flares? Carrier pigeons? I went and bought a different phone from one of the physical locations and the one I bought online is now an expensive paper weight in it's box.
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Spencer White

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  • beyond frustrated

Posted 3 months ago

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Dinh, Mobile Master

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Spencer,
They will honor the date you requested the return. I wouldn't worry about 15days period, if you initiated the return before that.

As you also contacted Koodo agents, they should send you email with instruction to return.

Do you have an order number, you might also post it here, someone might have more insight into it?
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Spencer White

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Thanks for the quick reply!

The agent I spoke to was unsure if they would honour the date when I requested the return so I thought I would rather be safe than sorry. The information I've been getting seems to be all over the place.

The order number was HFO19348195.

Thanks again!
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Dinh, Mobile Master

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If you received the phone on the 9th (there should be a record of it with Canada Post or UPS) and you sent a requested of returning on 13th, it should be Ok. I didn't see any issue with it (5days).
(Edited)
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Ranjan, Official Rep

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Hey Spencer - you should be receiving an email with instructions shortly. Keep an eye out for that, and let us know if you have any other questions. 
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Kristine Lamont

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what is the phone number for the web store? I have tried searching everywhere for it. I spoke to a rep on the regular line who gave me a number that was not in use, that then redirected me to the mobile directory, that then gave me the original line I called to speak to the first rep!
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David, Mobile Master

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From the Contact Us section at the bottom of the page:
Koodo Webstore:

If you need assistance with an order you placed online at koodomobile.com, contact the Koodo Webstore team at koodo.webstore@koodomobile.com or dial 1-844-566-3697. Please have your order number handy.

Hours of Operation:

  • Tuesday to Friday: 3pm to 9pm EST
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Timo Tuokkola, Mobile Master

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Or you could just google "koodo webstore number".
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Kristine Lamont

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thanks guys I got it sorted out