Very Poor Service from eSecurital

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  • Updated 2 years ago
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I recently contacted E-securital with an inquiry on how to replace my broken phone. After being transferred 3 times and having to give out the IME number so many times I had it memorized I gave up for the night. Apparently they had no record of the IME from the phone which was a replacement that they had sent out in the first place! 
Contacted Koodo repairs and warranty's and they told me to just use my Tab. If I was going to do that then why would I have purchased insurance in the first place?
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Kat Smart

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  • let down

Posted 2 years ago

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Mitchell Palmater

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Yikes sorry to hear that.
Did you have a question? Or did you sort it out by getting a phone in the end?
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Kat Smart

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My main question would be can Koodo just replace my Note 2 themselves. Seems unfair to have to wait for eSecurital to figure out their error. It would be nice to be able to go into the kiosk nearest me and exchange my broken Note 2 for a new Note 2... which was supposed to happen with eSecurital anyway, right?
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Kat Smart

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Thanks for your opinion, but that was not very helpful...but thanks anyway
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Mitchell Palmater

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I realize it wasn't the answer you were hoping for, but it is the only way to move forward.
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Kat Smart

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no it just wasn't helpful but thanks
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Mitchell Palmater

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I'm sorry I couldn't be more helpful.
I thought I answered all the questions you had.
You asked if Koodo can do it over the counter, the answer is no.
You asked how you should proceed, I answered that as well.
Was there some other way I could help you?
Any other questions or concerns you had?

Remember you're not burning Koodo by dissing me, I'm just another bloke on the forum like yourself, volunteering time to answer questions for people.
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Kat Smart

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I told you I had already talked to them with no assistance from them. I'm not trying to "burn" anyone. Just straight put your answer wasn't helpful. Thanks for your input but I will wait for someone else's input. 
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Jonathan I, Mobile Master

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eSecuritel is a third party insurance company who deals with your claims. Koodo can't help you replace it through them, either in store or over the phone. The only way is through eSecuritel. I would escalate the issue with them because they dropped the ball here. They should have a record of it.

If you can try and prove you had insurance coverage, either through credit card statements or your invoice from Koodo, that may help your case further.
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SARAH CONNELL

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Eseuritel sucks. They are a crappy warranty service company