When will this stop being MY problem and start being YOUR problem?

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  • Updated 4 years ago
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WHEN CAN I EXCHANGE THE BUSTED IPHONE YOU GUYS GAVE ME LAST WEEK? Your exchange app is broken and wont let me exchange my phone in-store. When will it be fixed? I've wasted so much time trying to exchange this phone and you can't do it because of a computer problem.
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Don Brackett

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Posted 5 years ago

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Robert, Mobile Master

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Any iPhone problem must be directly be adressed to apple. Koodo has nothing to do with Apple devices except selling them. Any repair must be directed to the nearest Apple Store
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Jonathan I, Mobile Master

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What's wrong with the iPhone that you claim needs to be replaced?
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Don Brackett

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sorry - very frustrated and upset. I have 2 kids under 3 yelling at me today. All fired up and nowhere to go.
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Robert, Mobile Master

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Sorry to hear that.

Take an appointement to the nearest Apple store in your region!
http://www.apple.com/ca/retail/genius...
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Jonathan I, Mobile Master

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That's ok, just be calm. What's wrong with the phone? What troubles are you experiencing? Maybe we can help before you make a defective phone claim.
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Don Brackett

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got an iphone last week, paid off my tab and got the medium tab for the 4S. The wifi on it isn't working properly - can't go further than 10ft from the wifi source before it drops the signal - if it can even pick it up in the first place.

Lougheed kiosk has checked it out twice and tried to process an exchange as I am still within the first week. Received errors at the very end of the process and was told it couldn't be completed.

At first I was told on Friday night, and then again on Saturday morning, that it was a problem with just Lougheed, and I could try another location. I went to Brentwood, where they tested it as well and also found it faulty. Same errors when I went to process the exchange. So now they tell me it's system-wide, and will probably be fixed after the long weekend. Check back on Tuesday.

Came back to Lougheed Tuesday, had the kiosk manager check the problem again and tried to process the exchange. Again, we got the error and he placed a service call for the error to be addressed and fixed. He told me to check back in 48 hours.

That was today. I called and was told the problem is still persistent and I will not be able to exchange my iphone yet. They could not tell me when or if the problem will ever be fixed.

Very frustrated as it's been a week now, and even in my own house my phone is using up my 3G data. My wife has a 4S and has zero problems (we know it's not our router), on top of the problem being confirmed at two Koodo kiosks, three different times.
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Don Brackett

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I'd rather not go to an apple store as they're pretty far out of the way for me, especially with the kids. Lougheed is just across the street from me and really handy. Plus, still within the first week of having it, so...should be an easy exchange by Koodo.
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Robert, Mobile Master

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Well, I completly understand this, but considering the amount of time you'Ve lost going to your store... Only one visit to the Apple store would've solved it. So if you're looking at it from an overall point of view, you would've been more winner if you've went to an Apple store. That's just my opinion!
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Jonathan I, Mobile Master

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I'm surprised you even got a 4S to begin with, they've been discontinued by Koodo for a long time. The problem you'll face, even if Koodo can do the exchange, is finding another 4S unless they're just hiding them lol
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RudyW

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Is it reall a 4S you got from them?
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Don Brackett

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yeah buddy I'm sure. how stupid do you think I am?
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Some random Mobile Master, Mobile Master

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I mean no offense Don, but with replies like that, I hope you're not expecting too much help and/or sympathy.
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Don Brackett

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Well I'm sorry but I'm frustrated and being asked if I even know what phone I'm trying to use is a little irritating. Don't you think?
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Some random Mobile Master, Mobile Master

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I don't Don. Not for a minute. For the simple fact that Koodo doesn't advertise the 4S anywhere, not on their website, not in stores, nowhere. For this reason, we're all dumbfounded they somehow sold you a 4S.
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Robert, Mobile Master

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You must understand that it is pretty odd that you got an iPhone 4S when Koodo discontinued them... This is why people are asking you if you got it from Koodo.
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Don Brackett

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are you joking with me? they're fully stocked and advertised at the kiosk.

are you sure that's the right approach to my complaint about trying to exchange the faulty product that I got from Koodo?
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Zaphod Beeblebrox

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With that being said, They are probably selling the last of the stock they have, The 4s has been discontinued for at least a month or two.
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mattjs

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This is odd. You're within 14 days, I don't see why they can't just do an exchange. If the system won't let them, they need to fix the system or figure out another way to facilitate the exchange. Maybe one of the Koodo employees on here can look into this for you. Certainly frustrating.
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Don Brackett

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They say the only other way to do anything would be to return the phone to Koodo and wait for my tab to be reimbursed (1-4 days?) and then I could get another iphone with my tab again.

Which is one way, sure, but...at least waiting this way I still have a phone to use, but what if it takes longer than my initial 14 days to fix the problem? Are they just going to tell me then that I'm out of luck?
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Bobby

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Hey Don, please contact the Koodo Store @ Lougheed and speak with Aaron 604-444-4772
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Robert, Mobile Master

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What about a complete restore of the phone via iTunes? Have you tried this?
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Chris Petersens

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Wow, now this is impressive! Who would have thought you may get some help this quickly!
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Robert, Mobile Master

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Why are you impressed?
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Chris Petersens

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I didn't think koodo paid this close attention to this forum. It looks like Bobby who posted above picked up on the issue and tried to help. He doesn't seem to be an official koodo person yet somehow he got involved. Conidering my experiences with big companies and corporte outfits I found thi quite impressive.
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Zaphod Beeblebrox

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I'd just like to point out...frustrated or not, be polite. Anything else makes a person lose all credibility and no help is given.

With the 14 policy, the store is the one to focus the concern with since it is their system that is malfunctioning. There are usually other options so the phone can be exchanged and I hope the number and name that Bobby posted above helps.
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Marcus Fenix

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Let's also keep in mind that any applications on a phone are not Koodo's responsibility. At most, Koodo programs the phone to be locked to the network. Anything beyond that is on the creator of the application. Since applications on a mobile phone are considered 3rd party, Koodo is limited to the troubleshooting they can do.
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Jorden, Mobile Master

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He's not talking about an app on the phone though. He's referring to a tool/application that they use at the store to change phones.
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Marcus Fenix

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"Your exchange app is broken"

Is that not referring to the email app? That's how I understood it.
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Jorden, Mobile Master

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I thought so as well at first, but then he talks about how he couldn't exchange a phone at the store because the reps were getting errors.
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Martha Lickfold

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Since when has the iphone 4s ben discontinued from koodo? The koodo site im looking at right now still shows it. I went to the koodo kiosk i granby ,quebec and the clerk there was e plaining to me how it worked. I am debating to get it or not?
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Timo Tuokkola, Mobile Master

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This thread is 7 months old. Koodo discontinued the iphone 4s shortly after the iphone 5 came out, choosing to carry only the 4 and 5. They brought it back after the 5s and 5c were introduced, at which point Apple stopped making the 4.
DFTBA
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Lorraine Howarth

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Why is the iPhone 4s still showing as available for sale with a price of 300.00 on a med tab if it was discontinued according to the above posts more then 9 months ago. I was thinking of up grading but I think they above posts have changed my mind.
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Timo Tuokkola, Mobile Master

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Because 9 months ago koodo was not carrying it. They brought it back after the iphone 4 was discontinued by Apple.

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