Koodo Return Policy

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  • Updated 4 years ago
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Hello

I am in real need of desperate help and need any suggestion I can get.

Two weekends ago (March 22) I purchased the iPhone 5C 16GB with Koodo from The Mobile Shop. It was a great phone and I totally liked it, nothing to complain but I felt like I was craving the iPhone 5S and wanted it instead.

So last weekend (April 5) I went back to The Mobile Shop and exchanged it for the iPhone 5S. The person working there was rude and told me that this will be my last return and I can't exchange or refund anything (I didn't agree with this since I am buying a new device I should be getting a new return policy for it, the old one doesn't apply again).

So I brought home the phone and used it, and the lock button seems to be looser than ever and seems to curve right in. I confirmed with many sources that the phone shouldn't be like that and I have a defective product.

So I called Apple and made an appointment with them to show it and whatever they do, which is going to be on this weekend. Apple simply told me that I had a return policy and I could just return it back to the store and get my money back, however, I am not able to since the person said I won't be allowed any more returns/exchange.

Apple told me to call Koodo customer service and explain the situation, and they will make a special request or exception, but I am unsure of what to do. I need any help or suggestion that I can get for this.

Just my opinion, but it also seems like that the phone doesn't have enough storage space for my needs since it is 16GB and I need something larger, and Koodo doesn't offer that anyways. So any way if I can get a return on this thing I would appreciate it.
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Ali Mahmood

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Posted 4 years ago

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Chris Petersens

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Your best bet is to take it back to the Mobile Shop where you bought it from. You have every right to return a phone (even if it's the second one) as long as you are with the 15 day return policy. If the store gives trouble just call the manager. There is a fellow on this forum that works for the mobile shop, maybe he will pipe in with his insights as well.

Calling koodo may not do much as the phone itself was sold by a third party.

Maybe the new HTC M8 that koodo is launching would suit your needs better.
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Ali Mahmood

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Yes, I fully agree that I should be getting another 15 days to return the phone since it is a second phone (at the store I was told 14 days and not 15), but I still wouldn't understand why the person would tell me that I only get one return/exchange to do it, and that this is my last one... doesn't make any sense.

I can't really take it back to The Mobile Shop because the people working are extremely rude, angry, short-tempered, and have no respect for anyone and even called me a fraudulent customer saying I am onto fraud or dishonesty (only because I returned products and couldn't really agree on which one I wanted, but I shouldn't be deserving this since I am the one handing over my hard-earned money to them and giving business). I am very scared to do that now and not sure what I shall do.

So Koodo is unable to create a special exception or case number ticket, whatever from their end?

I am aware of the M8 and S5 but I am an Apple fan and specifically want Apple operating system, although a big screen isn't a bad idea.
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Jonathan I, Mobile Master

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Can you please provide me with the name/location of this Mobile Shop so I can talk with the district manager of their store, please? That is not how we should be conducting ourselves in our kiosks.


Also, yes, you can definitely return the phone within 15 days, even if it is an Apple product, because we'll DOA the phone and send it back to the warehouse for replacement.
(Edited)
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Ali Mahmood

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Please don't do that, it is okay and not necessary
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Some random Mobile Master, Mobile Master

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Don't you want this resolved Ali? Why back off now?
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Jonathan I, Mobile Master

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Then why are you posting this topic? Don't you want some type of resolution? I want to help.
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Ali Mahmood

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Actually, yes please go ahead that is fine
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Some random Mobile Master, Mobile Master

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Hmm....
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Paul Deschamps, Mobile Master

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You don't get another 15 day return period for the second phone, it goes from the first phone or you could just keep going back every 14 days and returning your phone and getting a new one. It's 15 days from the initial purchase and has been this way for a long time as I've encountered it myself a few times.
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Jonathan I, Mobile Master

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Aha. That is true. So maybe they were right, but being rude about it is another story!
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Ali Mahmood

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I understand this makes sense, but I know many people who were allowed returns even more than 2 or 3 times, after their 14 day period and they kept trying out different devices and stuff until they found the one they liked and were happy with it..... not sure why they were allowed all those returns!
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Mayumi, Mobile Master

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Were they doing this with Koodo or different companies?
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Ali Mahmood

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No it was Koodo
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Ahmad

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Without looking at the facts, just because an exception was made for someone, it doesn't mean it can also be made. Every situation is different and unique, as is yours. If you really want it your way, you can try and speak with someone at Koodo at *611 from your Koodo phone. Don't expect any special accommodations though as I don't see anything in particular that would make this an exception. You're just unhappy with your phone (understandable) and don't like the policies in place. That's not a reason for an exception.

Doesn't hurt to try though. Good luck!
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Ivan, Mobile Master

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If for some reason you cannot return the phone to The Mobile Shop, be aware that you can exchange the unit at your nearest Apple store (or arrange to ship it to Apple). They've exchanged a number of devices for me. They'll even swap a phone with physical/liquid damage (within the original warranty period), if you pay $279+taxes.
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Ali Mahmood

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Yes I made an appointment with the Apple Store to have a look at it and I'll find out what they say. They just told me over the phone that I had 14 days to return the device and to make special arrangements to have it returned from Koodo or to talk to some manager or something at the Mobile Shop.

I was also wondering if it was possible to return it altogether since I am in need of a larger capacity iPhone (32GB) which Koodo doesn't even offer. So I will see my options, so if it would be possible Koodo can make me special exception or arrangements.
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Paul Deschamps, Mobile Master

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Also I had the iPhone 5s and the power button was very loose and made a rattling noise so I think they're all like that.
So I can see why they're a little frustrated as its clear to even me from what you wrote that you just realized the storage wasn't large enough for your needs so your looking for an excuse to bring it back and came up with with the power button which is something that's not a issue it's the way way the phone is on all iPhone 5s
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Ali Mahmood

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Yes I am fully aware that the iPhone 5S switch is a bit looser than previous generations, and I do know about the rattling. However, mine is even more loose and normal than that, as I checked with people who are actual 5S owners and checking display demos and devices at multiple retail stores; theirs were a lot harder and stiff than mine (still rattling, but not the way mine is loose and wiggly). Mine seems to curve in and out like a seesaw and you can feel the curve go in and out with your finger.

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