I got a certified pre-owned phone (iPhone XS) for my father back in March and the phone went completely dead not even 2 months in after having the phone. I followed the instructions for warranty repair, taking to a Telus store. The first store said I had to contact Apple directly and when I did that they said it wasn’t under warranty so it’ll cost $800+ in repairs. I obviously stated it is under the 1-year warranty and they said give me proof. So I opted to try a different Telus store. They were more helpful and actually called Koodo or Apple or whoever they were to call, was able to get a repair ticket made and sent the phone to Apple (in Toronto I guess since that’s the address I saw). 5 days later the phone was returned with a message stating phone can not be repaired due to unauthorized modifications were made to the phone. This was not the case so the rep at the Telus store sent the phone for repair again stating specifically the phone is under warranty and no modifications were made to the phone by user. Once again phone came back 5 days later stating the exact same message. So obviously Apple in Toronto are idiots and don’t read messages.

So I currently have a brick that is still being paid for by my father for 2 more years that he doesn’t get to use because of the incompetence of either Apple or Koodo or Telus and the warranty that Koodo offers for pre-certified phones are a lie. Not only that but whoever Koodo uses to refurbish their phones are out-right dirty using sub-par parts that leaves the end users essentially helpless.

I’m looking for answers and now I understand why there is no phone number to reach Koodo directly (or one I can’t find) because they obviously don’t care about their customers and giving them support,