Loaner Phone Policy

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  • Updated 2 years ago
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I am extremely disappointed with Koodo's loaner phone policy. I had to take my HTC M8 in for a repair, which was covered by the warranty. Awesome. I had an old iphone that I was able to use in the meantime. When I got my phone back, the same problem that I had sent it away for was still occurring, so I went back to Koodo to send it away again. Declined the loaner phone because I still had my iphone, however the next day my iphone stopped charging. I bought a new charging cable and tried all that I could to get my iphone up and running again. No luck. So I went back to Koodo to see if they could help me out with a loaner phone and they could not!! I am not sure what the exact issue was or why they couldn't, but regardless I am without a phone and totally inconvenienced because of it. I am a nursing student who works a whole bunch of on call shifts and being reachable is incredibly important to me at this time of year.  

All in all I am not happy with the customer service side of koodo. As a top, second, tier company I think they could serve their customers a little better than they do. This is not the first time a koodo policy has affected my service. I am a former Rogers customer and while their plans are more expensive, the customer service side of the company is a lot more flexible and easier to work with.

Cell phones and cell phone plans are not cheap by any means and yet we live in a world that is difficult to get by without service companies like koodo. I just wish they valued the money that we give them and helped us out a little more when we are inconvenienced by service interruptions.
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Felicia

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Posted 2 years ago

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Ivan, Mobile Master

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That doesn't sound right. I'll reach out to Koodo and see what could've happened and if you could be provided with a loaner phone.
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Chadwick, Mobile Master

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Seems like its a problem with store level reps that keep giving out false information and arent trained properly . Stupid really.
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Felicia

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Thank you Ivan, I appreciate any info you might have :)
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Tiz

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The matter seems to be more complex. Felicia had the opporunity to get a loaner and she declined it. It seems that either you accept the loaner offer on the spot or you miss it. It is not logical though.
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Chadwick, Mobile Master

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It shouldnt matter if she declined it. If a phone is sent in for repair, and you need a loaner. it shouldnt matter if you decline it the first day cause u think u dont need it, and then the second day you actually need it. Its a poor execution on Koodo's part in my opnion.(unless its just that stores rules.
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Felicia

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I think it may be a rule for the store. I am going to try to call them again tomorrow to see if they have an exact time frame of when my phone will be fixed, and I will try requesting a loaner phone again. Wish me luck!
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Chadwick, Mobile Master

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Ivan is looking into it for you. He may be able to get you something set up. But yes, you can try that as you wish.
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Tiz

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I definitely agree upon what you say, Chadwick. In fact I wrote that "it is not logic", Felicia should have access to a loaner as a part of the service from Koodo.
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Ivan, Mobile Master

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Yes, it's being looked into. Somebody will let her know.
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Melissa, Employee

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Hey Felicia! We would need to contact the store directly to see what happened. Which Koodo shop did you visit? Were you able to give them a call and get things sorted out? Keep us posted!
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Tiz

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Chadwick, I received the e-mail with your comment "When did you say that Tiz? :p", but this does not show in the thread. Anyway, I said that three days ago.
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Chadwick, Mobile Master

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Yeah im having issues sending replies from my phone. I was out of the house when I said that.
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Tiz

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It is not your phone because I received the e-mail with the content of your comment but I did not find the comment in the thread. Eventually the problem is in the community.koodomobile.com system.
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Chadwick, Mobile Master

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i am able to send and receive comments from my PC, but not from my mobile. I just flashed a new ROM so im hoping it fixes it! Thanks for letting me know Tiz! much appreciated
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Tiz

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Anytime
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Felicia

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Thanks everyone for their input. I will struggle along without a phone for now and will likely be changing phone companies once I am done university. For now I am stuck with Koodo. I am not happy about this gap in customer serivce and will definitely not be acquiring anymore services through Koodo. In fact I will likely be downgrading my phone.
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Chadwick, Mobile Master

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Sorry this happened. Seems like the stores need to make it clear that they can onlyngive you a loaner phone the day you send your phone in for repair. I wish you the best.
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Tiz

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I am surprised that in this atypical and illogical situation Koodo did not show any kind of flexibility. Keeping a customer is very important.
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Chadwick, Mobile Master

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I agree. Its not like she would be gaining anything. Not getting any thing for free from Koodo. An exception could have been made to accomadate considering the situation.

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