NEVER RETURNED MY MEMORY CARD WHEN U HAD MY PHONE FOR REPAIR

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  • Updated 5 years ago
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Koodo sent my phone away to be repaired when I got it back a few days later I went to take some pictures and u took my memory card out . Would u please forward a memory card to ur McAllister Mall. All my pictures are missing in my Gallery,
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Almeda Perry

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Posted 5 years ago

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Marcus Fenix

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It's not Koodo's responsibility to return your items that you left in your phone. You should have taken it out when you sent it away. The phone gets sent to the manufacturer for the repair. It's out of Koodo's hands.
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Moonmack

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I know it sucks to lose your memory card, but Koodo usually gives you instructions for sending your phone away which includes removing any peripherals such as a memory card. I know when my phone was sent away for repair I was able to do a backup first. When the phone was returned it was repaired, and all the data was wiped (I expected this).

This topic has been asked before on this forum, the policy was pointed out, the original poster seemed to become very angry, and I don't recall what happened from there. I think Koodo tried to help them but I don't know if there was any sort of resolution. I think in this case it was to do with a plastic battery cover that was supposed to be kept but that was mailed in. I think part of the problem was that Koodo may end up sending to the manufacture or something and then doesn't have control if all the pieces are returned (as pointed out in the above post).

Anyway, I suggest you can call customer service and ask nicely (this isn't to say you are not asking nicely) and hope for the best. They will probably point out policy that you should have removed the memory card before the phone was sent away. If you don't ask then they can't try, but I suspect you are out of luck. (P.S. I do not work for Koodo in any form.)
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Humberto Giambrone

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Regardless of policy, it's pretty ridiculous that if you send your phone in for repair, that they suddenly have the right to give it back with things missing. I don't see any reasonable excuse for doing that. If you take things out, take 5 seconds and put it back in, or at least send it back on the side and let the customer put it back in themselves.

If the policy included a stipulation to kick you in the groin, would that be cool too because it's 'in the policy'?
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Humberto Giambrone

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But if you are sending a phone in for repair, you expect to get your phone back, repaired, not somebody else's refurbished phone. If they feel your phone is beyond repair and give you a different one, that's still no reason why they can't send you back your stuff. It really isn't asking a lot, especially for what is an honest mistake. I don't think that if somebody forgets to remove a SIM card, they deserve to lose that investment. The logistics involved here don't seem that complex. The repair shop gets the phone, simply take the stuff out and put it in a little bag with the owners name/customer number or whatever else they use to track the phone.

I do think sometimes customers expect too much, and I'm not one of those that expect a company to move heaven and earth, but I think this is the bear minimum of respectful customer service.
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mattjs

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She didn't follow the instructions, or overlooked them, nobody is denying that. The question at hand here though, is if because of that, Koodo, or whoever they outsourced the repair to, is entitled to keep her memory card and not give it back.
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Chad Burr, Mobile Master

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Like I said, The Card is prob. still in the phone AND this event is EXACTLY why they tell you to remove all the accessories. I feel her pain. I paid a lot for my SDcard.

Repairs are usually that way. It's easier just to send out a refurb and fix the phone at their leisure, wipe it, and resell it as used if possible.

Cannon, HP, SiriusXM, Acer (Monitors) all do the same thing. Send you a refub and ask you to send back the defective unit. It's actually better for the consumer because you're not waiting around for your device to be repaired.

All that being said, this is simply my opinion. Koodo may have an idea where her phone is and be able to get the repair shop to return the card. Why not send Koodo a private email and see if you can get somewhere.

Heres a link so you can get in touch with them directly and not through this forum: https://secure.koodomobile.com/accoun...
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Moonmack

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It would be nice if Koodo could check for these items before sending the phone on for repair and then return them to the customer. I'm not sure it would be reasonable, but it would be nice. It would, however, take more employees and mailing costs which leads to higher costs which leads to ... ugh.

On the other hand, what happens to these extra accessories? I'd like to think they sell them and donate the profits to charity but my cynical side thinks they end up in the trash :(

Maybe the Koodo mascot could save the day? Good P.R. returning lost cell accessories? Unfortunately I'm not holding my breath.
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Chad Burr, Mobile Master

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I would assume the trash as well once they are wiped. Factory Resets on Android devices usually wind up Formatting the SD anyway.
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rikkster, Mobile Master

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Maybe they should affix a warning label right on the mailer itself. The mailer instruction sheet could easily get misplaced. In simple point form and in bold red lettering, the label would read; Remove battery, Remove SIM card, Remove microSD storage card before shipping device.
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Timo Tuokkola, Mobile Master

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A good idea, but I fear there would still be people making the same complaint and continuing to deny any responsibility for their mistakes.
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MVC

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no, i totally agree with the OP on this one.

the repairing center should have a policy that says it doesn't touch the client's private information and doesn't remove parts, and if they do, they are supposed to ask the client for their consent and also include a written statement that they have accessed or removed/replaced any parts.

i've worked in an electronics repair company, that's the policy they use. so you'll have to find out who did koodo sent your phone to and talk to them directly
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Marcus Fenix

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Guys, when the phone is sent away for repair, it's sent to the manufacturer. It's also common sense to take out the sim card, the memory card and the battery before sending it away for repair.

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