they sold me the wrong kind of phone and now they wont refund me !

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  • Updated 3 years ago
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So i went to the koodo store in the 5 points mall to get a new phone to use on my pre paid account.( i now am on just a regular account) i picked out a phone told the guy id like to use it on my pre paid he said ok , rung it up and it was more then advertised . Tried the phone for a day and realized I hate it . Figured i had 15 days i went in the next day to return it . But they wont refund me cuz they say i bought an outright non activated phone and that their final sale ! Noone said anything about that! If i had known that or if he had said this is final sale i wouldnt have bought it! And i wanted a pre paid phone to put my sim card in not a non activated phone ! Its the samsung galaxy grand prime that they sold me . I just want my money back what should i do??
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Jessica Peaker

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Posted 3 years ago

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Ahmad

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I don't think what the rep was saying was true. Regardless if its activated on the Koodo network as a new activation, you should have the 15 days to return it.
(Edited)
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Jessica Peaker

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They told me i bought an outright (non activated) phone it says on their bills that they are final sale and cannot be refunded or exchanged . I didnt want a non activated phone i wanted a pre paid one
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Jessica Peaker

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I just bought the phone it wasnt a new activation i already had the pre paid sim in a different phone
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Know Thyself

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Theoretically they are right since the bill says it is a final sale. But almost no one reads the bills. So they should find some alternate to make you satisfied if they cannot allow you a full refund.
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Mathieu, Mobile Master

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Could we get a bit of clarification? We are trying to figure this one out. Did you buy the phone at the actual KOODOstore or was it a 3rd party seller that sold refurbs, etc. 

What type of plan did they sell you? Did you set-up a pre-paid account or a post-paid account?

What is the exact date of purchase on your receipt?

Can you attach a picture of the phone on your answer? Front & Back, any little scratches or dents on the phone at all?
(Edited)
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Jessica Peaker

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Yes i bought it at a koodo store. I alreasy had a pre paid sim set up . The phone still has the plastic on it that it came with and i bought it aug 11 /2015
(Edited)
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Mathieu, Mobile Master

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Well, there is nothing that should be stopping you from returning that phone. perhaps the guy just didn't want to lose a sale. According to Koodo's return policy you can return the phone to any of the Koodo stores. You said you got it at the five points mall, so I'm going to assume your in the Oshawa area and recommend you go try to return it at the Oshawa Centre.
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Jessica Peaker

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My receipt is with my phone . The second guy i went to talk to when i went to return it highlighted the non refundable part which is probably going to screw me over . I went to the oshawa center and they said they cant help me because the koodo in the 5 points is an authorized dealer and can do whatever they want there ( i didnt know there was two types o atores!) and that thwy ve had many ppl come from the five points to them like i did yesterday in tears . She said i could try talking to the manager but that shes dealt withhim before and that hes a dick . Ive tried calling in to 5 points since this happened on the 12 th and they keep giving me the run around on talking to the manager ! Thi is stressing me out! I just want my money back :'(
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Kakarot

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I would just like to chime in a little bit here and say the fact that a koodo employee would speak about another koodo employee like that is absolutely horrendous especially when the stores are in such close proximity to say something like that to try and get a customer to come to you in all honest is rather pathetic. Salesmanship should be based off your customer service and ability to actual sell something not bad mouthing the other guys.  

Second of all, when you go to walmart and buy a video game does every single cashier tell you what the return policy is? I'm going to say no. Because as a consumer it is your responsibility to make your self aware of what it is you are subjecting your self too.  As with every sales rep, cashier, manager, supervisor, or owner when you make a sale the assumption is NOT "Hey I'm going to sell this to you expecting you to bring it back in a day or two"  that's just not how business works.  At the very least the company had the common courtesy to put down what the policy was on the receipt well most companies will just put a simple (*Some Conditions Apply).

I am sick and tired of the "victim" mentality that has taken over the majority of all consumers and people in general.  The truth is not everyone one in the world is out to "get you" or purposely "screw you over" as a customer it is YOUR responsibility that you are doing the proper research into what YOU will be getting it is not the store nor the sales reps fault that YOU were a careless consumer. 

Finally just to try and hopefully save some of the credibility of that store I can say that I have personally been to the koodo at 5 points mall and always received A1 customer service. The reps are always forthcoming and will to tell you what you need to know as long as you ask the right questions but just like everyone else on this planet they can't read your mind and tell you exactly what you want without any input from you.  Make sense? As for the Oshawa Center there have been times where I have had to deal with them for different services or because it was just more convenient and more often than not I am met by someone who can barely pry them self away from their own phone or am forced to wait in line with no acknowledgement of my existence for as long as an hour. And they are always quick to blame the other stores in the area for something thats happened just so they can shift the responsibility away from themselves.  

If you ask me it seems as if there is a rather big disconnect somewhere along the line from a corporate perspective as koodo stores and retailers should never be bad mouthing one another.  Ultimately it just starts to create a negative image around the company and we all know koodo is having enough problems with that the last couple months. Now for who ever the rep at the Oshawa Center is that made this comment should at the vary least be written up for saying what he did about another stores manager   and koodo employee and then someone hire up should be coming in to resolve whatever issue it is that seems to be happening between stores in the area and get reps back to helping customers instead of bad mouthing each other.

Sorry for the rant most of it does not pertain to the situation directly but I just feel as if something needed to be said. 
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5s

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Most REPUTABLE STORES have final sales policies POSTED, in such a manner that you can't miss them.

KOODO has a 15 day return policy. Period period period. You sell Koodo Products, you obide to Koodo Policy. Period.
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Mathieu, Mobile Master

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Good news! The associate lied, and Koodo contacted the store and they will accept the return. I would recommend waitting until tomorrow to make sure the manager has time to let the associate know.
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Fred C

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Good for you Mathieu for straightening this out for Jessica.
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Mathieu, Mobile Master

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I can't take all the credit for this. It was many of my fellow MMs that brought this up to Koodo's attention and one of our contact's that streightened out the situation for the customer. I'm glad we were all able to help get this resolved
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Jessica Peaker

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Why would you give me false information? To get my hopes up? The manager at 5 points was never contacted by koodo
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Mathieu, Mobile Master

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Jessica, I was not trying to get your hopes up. We have contacts with Koodo and they told us that they had talked to the store to allow you to do the exchange.
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Jessica Peaker

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Thank you! So what do i do? Go into 5 points tomorrow and say Koodo was supposed to contact them about my situation and allow me to return the phone?
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Mathieu, Mobile Master

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Pretty much yeah.
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Jessica Peaker

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Ok i hope they dont give me any hassle about it . Thank you again ! I will comment tomorrow to let everyone know what happened
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Dustin Wilde

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Authorized dealer retailers are independent businesses that may have slightly different products, prices, or policies vs. other retailers. The phone you purchased was not activated on Koodo (it was purchased as an outright to-go device and could have been unlocked, or used on another network by the customer). Therefore, the return policy was different than what it would be for a phone purchased and activated on Koodo. It's actually quite clear on that receipt, that the retailer offers the same return policy on Koodo activated phones, but is final sale on outright sale devices. Read your receipts, or ask about the return policy ahead of time in the future, espescially when purchasing electronic products! Return policies vary from retailer to retailer.
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5s

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Personally I think this is a one off, Koodo Agent employee, who mistakenly thought that the 15 day Koodo Policy, was included the the Agents, accessories policy.
The fact is it happened. Customer came on this site for help and Mobile Masters, kicked it upstairs and Koodo took swift action to correct an inconvenient human error.
That in and of itself is Great Customer Service!
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Jessica Peaker

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Koodo hasnt resolved this yet
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Makkahn Mack

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You can always go on 60 Min, Kood might Not like that Publicity, but if all else fails, That's a start

Also, Returns are Usually 15 Day, No more than 30 Min of Aitime on System Mem
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rikkster, Mobile Master

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Makkahn, if this were a widespread problem, then yes that might warrant investigation. It isn't a widespread problem and Koodo has acted proactively in this matter. It's also my understanding that this is an authorized dealer and not a Koodo kiosk/boutique. It may take a day or two before the rep gets official word from Koodo, so let's not over react.
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5s

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No dents, scrapes, scratches.. etc
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Jessica Peaker

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Thanks to Luc and his awesome team at 5 points koodo my issue has been resolved! No i did not get my money back but they were able to get me the ok to switch to a different phone . Awesome customer service at this store !
(Edited)
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Mathieu, Mobile Master

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I'm glad to hear that this issue has finally been resolved for you! What phone did you go with now? :o
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Makkahn Mack

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Kood needs to maintain consistency, and better train aquantance Managers to GREATLY reduce such issues in the future
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Evelina Preshyon

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That is why they say !! Always ask , and always read the fine print!!
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Evelina Preshyon

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IT SAYS  CAN !!! BE returned  within 15 days, that doesn't mean they do so...There's always a catch to that !!!

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