Phone repair and tracking the progress of repair

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  • Updated 1 year ago
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1. So I have had to send my Galaxy 5 Neo in for repair via Koodo. I have been sent a "repair tracking number" and have been told to sign in to my account to "track the repair". However I do not see any direction on the website as to where to insert the number. Any ideas?

2. Grumble, grumble; I bought the phone outright (2 of them actually, one for the missus) 11 months ago from a Telus store. The power/lock key button is MIA. Telus can't help with the warranty because Koodo is my carrier. Koodo can't help with my warranty because I purchased from Telus. Samsung in Edmonton won't help because I am not in Edmonton. So at my expense I have sent this in to be repaired by Koodo (2 weeks if I am lucky...and no loaner phone as they were all loaned out). Grumble grumble. Anyone remember watching Yosarian in "Catch 22"?
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Robert Yule

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Posted 1 year ago

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Cory

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That's the downside of using a phone purchased at another carrier. Issues arise when warranty is needed. Yes, I know Telus owns Koodo, but they are seperate entities.
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titaniumtux

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There's an advantage of doing things this way...but maybe not exactly this way. I use phones from Koodo with other carriers, and phones from other carriers with Koodo. Then again, I tend to void warranty by rooting. I was advised that if I don't void the warranty, within a year from phone acquisition, I can still send the phone in for repair at a Koodo store even if the service that was subsidizing that device has been cancelled. I'm thinking that OP's challenge is that they never subsidized the phones with Télus. Shouldn't matter, Télus should handle the device repair. Then again, I don't think Télus cares about my opinion in any of this.
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Robert Yule

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I understand that but The small town I was in last summer (Ft Mac evac) didn't have a Koodo dealer. Just a Telus store offering Koodo service.
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Robert Yule

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Uh huh. However as I said above, Samsung in Edm were not exactly helpful. In the end it was just easier and better for my stress level to pay for the repair myself. 
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Robert Yule

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Do you have answers re the tracking number?
 
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Mathieu, Mobile Master

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Samsung Edmonton might not be able to do much unless you go there, however Samsung online support would of been able to assist you. I hear they can do things like Apple where they will send you a box to ship the phone to them and have them fix it. If you need any assistance in the future, perhaps you could try that route. 
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Not Jean-Pierre Blais

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would have
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Julie, Official Rep

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Hey Robert! 

Here is how you can track your repair:

1. Log into self-serve
2. From the self-serve drop down, select ''Mobile Services'' 
3. Scroll down and click on ''Track'' next to ''Track your repair''

...And voila! 
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Mayumi, Mobile Master

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Log into self serve > View rate plan > scroll down and Track your repair 
If you don't see your repair states, you can click  " searching by repair number"
(Edited)
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Robert Yule

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Oh thanks Mayumi. I went looking there but didn't see anything. Guess I'll put my glasses on. 
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Mayumi, Mobile Master

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It happens to me all the time ;) 
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Robert Yule

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All done. Many thanks. And yes, they were on top of my head. ^_^