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.