New phone order complications

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  • Updated 9 months ago
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Broke my screen on my 2 1/2 year old G3 Friday morning. I went to Walmart to see what deals they had for Koodo phones. The girl was less than helpful so I went to the new telus/koodo dealer in town. They have only switched to koodo and were unsure of what phones I could even get with koodo. So I gave up.

Went to order a new phone from the webstore at 4pm, I was hoping there would be some shipping options at the end of the order so I could pay more for overnight shipping. Nope. Called the webstore 3 times and got voicemail each time. Finally on the 4th try I got through. I explained what happened and that I needed a new phone right away and could not wait 3-5 business days (next weds or Friday) they told me I could not get the phone I ordered in store and had to get it through the webstore.

After hanging up with the webstore I rushed 45 mins to Edmonton to go to an actual koodo kiosk in a mall. I wanted to get there before 7pm before the webstore closed. Got there around 6 my time, 8EST. What do you know, they had the phone there " that I could only get from the webstore". The rep said we'll cancel the webstore order and put it through here. Great!

Rep goes to call the webstore and of course gets voicemail. He then calls into the koodo call center and uses another phone to try the webstore again. I use my borrowed phone to call into the webstore as well. I get through on the 3rd try. I ask them to cancel the order I put in 2 or 3 hours ago as I need the phone right away and would just pick it up at the kiosk. Webstore says they have to wait until Monday as it was already approved and they can't refund my tab until they confirm it with shipping and shipping was closed as it's now almost 9 in Ontario. Was shipping even open at 6 or 7 when I placed the order? Now to drive 45 mins back home with no phone, just so I can do it all over again Monday morning. 3 hours of driving for a phone.

Got up at 4:30 today 6:30EST to check my tab hoping thing would be straightened out. Nope. It's now 6:45, 8:45EST and still nothing's been changed. I'll pay the full $900 for the phone and we can work out the tab later. I just absolutely must have a phone today.

Anyways I'm now starting day 4 with no phone. As a small business owner this process has been extremely difficult. Suppliers, contractors and clients do not seem to be able to comprehend that they need to call me at a different number until I can get this sorted out with koodo. I hope this can be straightened out first thing this morning.

Thank you
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Clint

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Posted 9 months ago

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Goran, Mobile Master

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I'm sorry to hear this happened but there isn't much we can do here. If there's a a rep here right now they might be able to but your best bet is to send a private message to Koodo via Facebook Messenger or DM via Twitter but that usually takes a few hours to get a response. Customer support opens at 9 so you can try calling 611 right at that time but I think they are somewhat limited in what they can do if the Webstore people aren't in and their hours are not good being Tuesday to Friday 3-9pm EST.

Out of curiosity what is keeping you from putting your Sim card in a temporary or cheap phone to use until you get what you want via Koodo if it's cheaper?
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David, Mobile Master

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There is a lesson here. Don't put all your communications tools in one basket. All businesses need a backup plan.
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Clint

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Thanks for the quick reply. I have borrowed a telus phone for now but I don't want to set too much up on it as it's not mine and I still need to keep the original sim card in it. I keep thinking that something can't be right here. That this will get sorted out sooner rather than later and I don't need to buy a cheap burner phone for the meantime. I'm really surprised there was no shipping options in the webstore. It was like put in your CC info confirm your address and boom order placed. I was surprised with the lack of confirmation screen and the lack of shipping options. How many people can really wait 3-5 business days (which could be extended to 7 or 8 days with a weekend or holiday) for a phone? I would have gladly paid $20 or $30 for overnight shipping and had it Saturday. Something for the webstore to look into maybe.
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David, Mobile Master

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Koodo is mainly a consumer level service, i.e. they don't offer business plans, and don't offer the level or variety of service you are seeking. Due to security issues, they only ship to the address of record, thus not needing shipping directions, and like many online merchants, have a contract with one shipper for delivery. In addition, as a bargain brand, most customers are price conscious, not seeking higher cost additions, and are prepared to wait for items because of price.

You may be wiser to leave the web store order as is, and use a phone temporarily until it arrives. Adding a phone you purchase at full price to the Tab at a later date may be impossible. You could return the phone you purchase at the store within the return period as unsatisfactory, I guess, or borrow a dusty one from a friend for the few days.
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Clint

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Very true. Currently have the dusty borrowed phone. The thing is a brick, yet so small haha. I've been with Koodo since 2010 (pre-business days), never missed a bill or payment and I've always found they've treated me great in return. I'll do what I can to stay with them. I have a great plan and I've always had good service. I hope I can get this sorted so I can continue to say that.
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Clint

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It's 10:42am in Ontario now, surely shipping could have confirmed the order cancelled by now?
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Goran, Mobile Master

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I would say yes but the question comes to you getting confirmation. Did you call 611 or fire off a FB/Twitter message yet?
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Ranjan, Official Rep

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Hey Clint - just looked into this for you and I can confirm that the order is officially cancelled, and the tab charge on your account has also been reversed. Feel free to go purchase your phone in store when you're ready.
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Clint

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You guys are awesome! I'm on my way to the kiosk. Not a huge deal but, do you know if the $150 bill credit will be reset as well? Thanks again!!!
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Clint

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Just drove 45 mins back down to Edmonton, spent over an hour with the rep at koodo. The tab is reset to $0 but the account still shows an upgrade. So they cant generate a service agreement. They said Thursday or Friday it should be reset. The other option was to add a line to the account, lose my plan have a bunch of extra charges on my next bill and create even more confusion. This is beyond rediculous. Why can I not buy a phone? I dont want to switch providers, I've liked koodo, I have a great plan and want to stay but this is making it real hard. 3 hours of driving time for nothing and now I'm waiting longer then if the phone was sent? Then on thurs or friday I have to come back? Thats 4.5 hours of drive time. Plus time away from work that needs to get done. This needs to be fixed today like I was promised or I have to go to virgin and I really really dont want to do that. Thanks any help is appreciated.
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Clint

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What was the point of having me cancel the webstore order if it was going to take just as long or longer to but the phone in store?
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Ranjan, Official Rep

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I'm sorry that this whole process hasn't been easier for you Clint. Unfortunately a manual override like this, to cancel the order and reverse the charges/tab, can cause some system confusion, despite everything seeming to be canceled and reversed. 

I shared the above info. with the team, they were able to locate what caused the issue at store level, and have corrected the problem. The store should be able process the upgrade now, but it might be wise to call them ahead of time to see if they're able to confirm, before you trek back out. I'm told that if they still run into any issues, the reps should follow the "DeRe process with their Channel Care team" - you can quote that, they'll know what it means.
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Clint

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Yep I fb messaged. No reply yet but I just saw that my tab has been reset to $0. On my way to a new phone. Thanks guys!
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Clint

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Went back into Edmonton for the 4th time (6 hours of drive time) for this phone and still a no go on buying a new phone. Stood at that mall kiosk for a few hours over the last few days. Started with Koodo in 2010, not very happy to be switching to a new provider. I'm left with two options, buy a phone outright somewhere else (since I can't seem to buy it from koodo) and put my curremt koodo sim in it or just go somewhere else. Was hoping this would turn out better. Thanks for all the help everyone.