New phone purchased on web store defective. Having trouble getting through to web store

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  • Updated 1 year ago
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Wow.  Purchased phone for Christmas gift so I did not attempt to activate until then.  Will not read Sim card.  Sim card not the problem it the phone.  Now my 15 days have passed.  Local store would not take it because I did not purchase it from them and they said I have to go through the store.  I have left an e-mail as well as left a message.  Due to the holidays and most likely phones being purchased in December are gifts, the kiosk told me they extend return dates until January 15th.  I do hope the web store does the same.  If they do not take back my phone, replace it and/or fix it;  I will cancel all my services.  All the other kiosk stores in the mall with other providers we full with clients and Koodo had none.  After reading several complaints on this forum,  I know why.  Does the web store extend the return policy date as the kiosk stores do? 
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Barbara

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Posted 1 year ago

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Dennis, Mobile Master

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When did you leave the email and voicemail message with the webstore?
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Barbara

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Called several times and they are always closed.  Finally left voice message the other day as well as sent an email.  Never heard of a business running with the hours that this place keeps.  I work night shift and am usually sleeping between 3pm and 9 pm.  I tried staying up the other day just to find out the are closed on Mondays.


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Dennis, Mobile Master

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Ok if you just contacted them the other day, then I would give it a couple of days to wait for their reply.  Let us know if you dont hear anything from them 
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Barbara

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That is when I went to my local store and they would not help me because I did not buy from them.  They said I have to go the web store.  I ordered my phone December 6th.  I did not try to activate over the weekend because I also had to buy a new SIM card for it and it does not work.
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Dennis, Mobile Master

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When you went to the kiosk, did they test their own koodo sim in the phone to confirm that the phone does not work with any sim card?  Did they test your sim card in one of their phones to see if if was a defective sim card instead?
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Barbara

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It is not the Sim.  It works in another phone.  It is the Sim card reader or the whole phone is screwed up.
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Barbara

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I called customer service first for technical assistance and they just gave me the run around.  He told me I had to contact the web store as they were different.  The technician also told me to try the kiosk so that is why I went there and they could not help me either.  Does this company just keep bouncing customers back and forth so they can run out the policy return time and just leave there customers flying in the wind? 
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Dennis, Mobile Master

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I can assure that Koodo is not trying to "run out the policy return time".  I know it may seem like it, but it is not the case.

Koodo doesnt really make money on the phones.  They make money on the service, so it is in their interest for you to have a working phone so you keep using their service.  As long as you emailed or left a vociemail within the 15 day period, I think Koodo should honour the return time.  That would be my personal expectation from them 
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Barbara

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I just mentioned that it was ordered on December 6th.  I cam about a week later.  As it was a gift, I did not try to activate it until after Christmas; hence, the 15 days are now up.  You still have not answered my question as to whether or not the web store extends the same courtesy as the kiosks do and have extended the return policy date to January 15th.
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Barbara

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Every other store I have purchased items in have extended return policy times as the items may have been Christmas gifts.  Makes good sense doesn't it?  If the web store does not do this then I am screwed over as I am sure many other customers who purchased items for gifts are as well.  Can't even get a simple questioned answered.  I AM DONE!

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Dennis, Mobile Master

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My apologies I must have missed that you mentioned you ordered the phone on the 6th.  Unfortunately I do not know if Koodo has extended return times.  I personally have not heard anything about that, but Im just a customer like you.

Either way you will need to wait for the webstore to get info about a return... or worse case scenario, regarding warranty
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Barbara

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Go figure!
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Barbara

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I should not have to try three different places to get the help I need?  More delays.
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Barbara

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My policy done now unless the web store extends there return policy date due to holidays.  Do they extent the date to January 15th like the kiosk does? If they do not then Koodo has screwed another customer over and will get another company to buy out my tab for free.
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Barbara

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Thank you
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Barbara

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If any one following this thread, I received a reply finally from the web store stating that they will send me a return mailer but I have not received anything in the mail yet. It is five business days today. 
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BobTheElectrician

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For those who need to contact the web store, here's the info directly from Koodo's site, including the business hours. It's pointless to wait in the standard 611 queue just to be told to call there:

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 1-844 566-3697. Please have your order number handy.

Hours of Operation:

Tuesday to Friday: 3pm to 9pm EST
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Ranjan, Official Rep

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Barbara - The info. Bob shared above is the best way to get in touch with the web store for updates. I also see that the replacement request was processed in the system on Jan. 5. I've just followed up with our warehouse team to get an update as to whether a return mailer was sent out and if so, when. Will let you know once I hear back.
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Ranjan, Official Rep

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Hey Barbara - the package is in transit and shows that it should be delivered to you by this Friday. 

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