Web store support non-existent?

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  • Updated 1 month ago
I purchased an essential phone and found out it was defective. There's no sound in recorded video and audio from the internal microphone. I wanted to have a replacement. I emailed the web store on day 14 and followed up with a few voice mails and anothr email. It's been over one week and I haven't got any response yet and of course it has passed the 15 day period. Super frustrated! How else can I contact the web store? Am I still able to return the phone?
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michael

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Posted 1 month ago

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Allan, Mobile Master

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If you sent an email on day 14 then you can still return it. You can try calling them instead, they have limited hours.
Have you tried a factory reset on the device?
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Brandin Arsenault

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I hear ya! Been trying to get ahold of them since last week...they might have limited hours; but as a company Koodo should have it more staffed up if they're experiencing "busy times" and/or cross train more of their call centre employees...
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michael

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Like I said, I have called them multiple times and left voicemails. I've upgraded the firmware on the phone and still the same problem
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Brandin Arsenault

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@michael I just got through to someone...try calling in like 10 minutes and call back if you get the voicemail.
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Dennis, Mobile Master

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You can try to send Koodo a private message via facebook or twitter
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Timo Tuokkola, Mobile Master

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Amazon make almost all of their profits from e-commerce. They therefore employ over 90,000 warehouse staff expressly for the purpose of dealing with the shipping and receiving of merchandise.
Koodo is a cellphone company. They make next to nothing from the sale of phones and would essentially lose nothing if people bought their phone from Amazon instead.
Apples to apples, please.
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Brandin Arsenault

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If they made "next to nothing" they wouldn't be in the cellphone business. Even if they don't make much off the phones, they are definitely making something off the services they are selling to the consumer, which means they should at least offer a regular amount of support: Tuesday to Friday from 3pm-9pm only? What kind of hours are those? That's a very small window to handle all the inquiries they get outside of that window, let alone inside.
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Timo Tuokkola, Mobile Master

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They make their money providing cellphone service. Support for that is available :
Monday − Friday: 9am - 9pm (local time)
Saturday & Sunday: 9am - 7pm (local time)
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Brandin Arsenault

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Yes but they need to provide more support for those who want to work on getting services with them! I'm more than positive a Koodo store would not get away with having staff from 3pm-9pm Tues-Fri only in the middle of a mall...
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Dennis, Mobile Master

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Malls are different.  Their lease will require that they open during mall hours
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michael

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What's the average wait time for them to reply? Should I keep calling and leaving voicemail everyday or should I continue to wait? It's frustrating to have to wait for their response while using a defective phone. Also, do they cross ship a new phone to me or am I going to ship the defective phone back first and be without a phone for a while?
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Yann L'Anglais, Company Admin

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Michael, please contact us via our Facebook page and using private message. A Social Media agent will be able to look into this for you.
Please use a private conversation to avoid sharing account or personal information + have your order number.
Thank you !
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Dennis, Mobile Master

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Which is what I said waaaaay up there ^^^^