Phone Replacement?

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  • Updated 2 years ago
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My phone is having some hardware issues at this moment, but I still have warranty coverage. Will I receive a new phone replacement?
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Raymond Chan

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Posted 4 years ago

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Mayumi, Mobile Master

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Warranty doesn't mean that your phone gets replaced. It means you can send your phone into service and it will be repaired. But If it's physical or water damage, it won't be covered by warranty.

You can bring your phone to a Koodo kiosk and they will tell you if your phone will be repaired under warranty or not.
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Dennis, Mobile Master

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If it is within the 15 day guarantee period you can return the phone and get a new one (again assuming no physical damage/water).

If it does get sent away for repair Koodo will give you a loaner phone to use too.
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Jay Galvin

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Do I get a replacement phone if my phone is lost or stolen?
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Dennis, Mobile Master

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You can call Koodo to get them to send you a replacement phone of the same model.

You have two options for this:

A) You can request an envelope only and send in your phone with it, the phone will be assessed and if there's no user damage a replacement will be immediately sent to you. If damage is found they'll just send your phone back. This option is free of charge.

B) You can request the replacement phone be sent right away, youcan then send in the original phone. This, however, requires a $25 transportation fee and since the phone is replaced BEFORE assessment you will be immediately charged $100 for the replacement phone if any damage is found, even if the damage occured during transit, it's your risk. Also, if you don't return at least one of the phones within 14 days you will be charged $150, so don't forget

In either case, you absolutely have to keep your SIM, backcover/SIM tray, (whichever applicabale), battery (if applicable), SD card (Again, if applicable) and your charger. These will not be replaced.