no customer support from web store with essential phone defect

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  • Updated 3 months ago
Purchased an essential phone for my daughter from web store. Unless I changed my account billing info was only able to have the phone mailed to me, rather than the city where my daughter lives. Phone arrived and I was able to visit my daughter two weeks later and bring her the package. Unfortunately the same day she unpacked and set up phone the speaker grill fell off. She went to Koodo kiosk and they told her they could not help her. As the account holder I then phone Koodo and was told they could not help us and we would need to contact the web store. Phoned web store daily and left messages asking for call back. No call back and was unable to ever speak to an actual person despite repeated calls during suggested hours. In frustration sent an email, no response. Very disappointed with customer service and support.
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brenda haeberle

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Posted 3 months ago

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Dinh, Mobile Master

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hi Brenda,
When did you buy then phone and when did you first contact them. Was it under 15 days?  https://www.koodomobile.com/help/returning-or-exchanging-your-koodo-phone
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brenda haeberle

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Ordered feb. 19, received a week or so later. Got to my daughter march 9, found defect and started contacting Koodo on the 12 and web store march 13, 14, 15, and 16. Sent email during this time as well. Both the 13 and 14 left a voice message requesting they contact me. No response to date and believe warranty will expire soon.
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Dinh, Mobile Master

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Brenda,
The phone has 1 year warranty. However, it had 15days of return/exchange as mentioned in the link above.

When did you receive the phone? Feb26?. From Feb26--> Mar12 is 15  days. What did you say when you reach the voicemail on Mar12? Did you say you want to return and exchange? if you didn't say anything then you passed the 15days period for doing so.

They are busy right now, I would suggest you sent email to them at koodo.webstore@koodomobile.com.

The phone still had warranty, if it was a manufacturer defect, they will also replace it.
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brenda haeberle

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Firstly, the Koodo rep I spoke to on march 11, informed me there was warranty until mar. 21. He directed me to phone web store for assistance. Which I did, I left a detailed message explaining the defect with the phone and left my name and a call back number. The following day when I had not received a call back, I again left a message requesting a call. Then I wrote and sent email outlining the issue. Whether I specifically requested an exchange, probably not, how would I know to state that? Secondly, after spending a week trying to speak to someone and resolve this issue, I still have not been assisted in any type of constructive manner. The entire week of calls, emails and now this forum have been an exercise of absolute futility.
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Dinh, Mobile Master

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Brenda,
In this forum, we (me and you) are all customers. I am not a Koodo agent. We don't have access to Koodo internal information. If you are looking to resolve the problem  then you need to contact Koodo directly (which you already did)

As they are having a backlog, in their website, a 10days delay was posted. It would be more productive for you, if you can just leave a record of one email, or one voicemail. Then they could have a proper record. They will comeback to you.

Again, the phone warranty is 1 year. The Mar21 is properly your return date deadline? As you already contacted them, they would honor the return date.
(Edited)