Warranty Service Issue

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  • Updated 2 years ago
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Does Koodo not send out loaner phones anymore when a Koodo store/kiosk doesn't have any? Or when a customer can't get to a store/kiosk?  I need to get my phone sent out for warranty service (upgraded to the LG G3 in January 2016), but I can't be without a phone. The 2 Koodo locations closest to me (White Oaks Mall and Maisonville SC, both in London Ontario) are about 30-60 minutes away from me, and neither have any loaners right now.  I don't have any old phones, Koodo or otherwise, to use.  When I called today, the rep on the phone told me that Koodo doesn't send out loaners anymore (funny, Virgin still does) and basically told me I was out of luck. So now I'm without a phone because those 2 locations don't have loaners, they both said they don't know when they'll get more, and they're too far away to keep checking.  What are people supposed to do if they have a longer distance than me to get to a store?


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Jru Gordon

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Posted 2 years ago

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Paul Deschamps, Mobile Master

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You don't have to travel to the location each time to check for loaners, you can call the location and see if they have any loaners available.

The closest store to me is 20-30 minutes away and I personally don't consider that really far to go at all as I chose to live out of the cities close to me so I'm use to driving that for anything I buy or need to return ect.
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Jru Gordon

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I've called both locations numerous times for numerous issues (i work in wireless retail, I sometimes call to check for stock of phones or accessories), and 95% of the time, neither location answers their phone. To me travelling up to an hour is too far considering the cost of gas.
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Melissa, Employee

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Hey Jru! We never sent out loaner phones by mail. We do have a program for customers who live far from kiosks which consists of sending them a return mailer so that they can send back their phone to us for a replacement, but that doesn't come with a loaner phone.  You can find more info here http://koo.do/JVO5Mk under "Warranty mobile phone repair - more than 15 days).  What  I can suggest is using an old phone meanwhile (if possible) or asking around to see if you know anyone who has a Koodo/Telus device that they are not currently using.  Hope this helps!
(Edited)
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Jru Gordon

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I don't have any older phones, nor do any of my friends.  I guess I'm out of luck as far as having a phone is concerned the for the next few months
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Ivan, Mobile Master

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This is why I always have a spare phone. I'd recommend buying a used phone or a cheap prepaid phone to use while your phone is out for repair. You can then sell the phone after yours comes back if you don't want to keep a backup. I buy and sell phones in London frequently and there's always a good selection on Kijiji (just make sure you meet at a public place and check that the phone isn't blacklisted on www.protectyourdata.ca).

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