Order Status

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  • Updated 7 months ago
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This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: Order status, and clarity on cost of SIM provided and addressed.

My problem is this. Ordered a phone online last Monday and havent heard anything at all yet...it will be a week tomorrow. I have called ( no callback ) i have facebooked ( no response ) i have emailed ( no response ) i went to my local Koodo shop and they said i have to call. So now im trying twitter, How do i find out whats going on with my order....i have recieved nothing.
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David Colongioli

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Posted 7 months ago

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Dinh, Mobile Master

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In Koodo website, they said "Heads up! Due to the high number of Black Friday and Cyber Monday orders, your phone may take up to 10 business days to be processed. Sit tight! We're working as fast as we can"
https://www.koodomobile.com/phones?INTCMP=KMNew_NavMenu_Shop_Phones

So I think you have to wait for a week more or less. 

You could also put your order number here, so a Koodo agent could check for you.
(Edited)
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Sagith

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Try to call the web store number, they will be able to help you from Tuesday to Friday 3pm to 9pm
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Bernard, Official Rep

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@ David, did you get an order #? what was it? Let me know and I will have someone look into it. 
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David Colongioli

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Thank you! HFO18958512  thats all i am looking for.
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Bernard, Official Rep

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Will get an answer for you tomorrow morning David! 
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David Colongioli

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Thanks Bernard. Ontop of that why was i charged for a SIM card on a refurbished pre owned phone when your FAQ specifically says i should get a sim card for free?

What’s included with every Certified Pre-owned Phone 
  • A battery and wall charger
  • A 6-month limited warranty on iPhones and a 1-year limited warranty on all other phones from the date of purchase
  • A Koodo SIM card
https://www.koodomobile.com/help/certified-pre-owned-phones
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Ranjan, Official Rep

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Hi David - I see the order in our system and there aren't any flags/issues that I can gather, so it's just in queue to be processed. Volumes are indeed a lot higher than normal given the recent sale, but I'm confident that this will get processed in the next few days - shipping confirmation and tracking details will be send via email once it's ready to go out.

With regards to the SIM card, while there typically is a charge for it with new activation's, I see your point. Let me look into this and get some clarity.
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David Colongioli

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haha nope it sure doesn't......what kind of operation is this?? lol
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Ranjan, Official Rep

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@David - the link's been updated because to your point, it wasn't clear that the SIM Card is not included for free. Thanks for the flag.
You'll see a credit back for this on your bill
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Kyle Bulai

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I ordered an Essential phone last Saturday night and still have nothing beyond the initial confirmation email. The wait is brutal. HFO18965954
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Ranjan, Official Rep

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Just replied above - sorry, was waiting get more info. on the SIM card question. 
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David Colongioli

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I see, and appreciate ANY communication. The amount of times I have tried to get in touch with anyone from Koodo over this last week, its getting frustrating. The worst was being turned away at the shop when I went down there...or was it no response to my email...or the call back I never got.....none the less thank you for your time
 
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Ranjan, Official Rep

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Unfortunately, shops would not have access to any info. on web orders, and typically, this community can be the most efficient way to get a fast answer to your question. Thanks for your patience, and feel free to ask any other questions about your phone or service on here, should you have. 
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David Colongioli

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Sure whats the deal with the sim card? is that solved or is there someone else to talk to or are you still looking into it?
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Ranjan, Official Rep

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Still looking into this, and I'll give you an update here once I have one. 

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