I bought a new iPhone XR for my daughter, however when we opened the package the volume down button wouldn’t work. I brought the phone in the next day to the only Koodo / Telus store we have in town. I asked them at the Tom Harris store if they could just swap it out as I didn’t even have the phone for 24 hours. He said he couldn’t because they were a private reseller. The guy at the store did take my phone and he said he would send it in so we could get a new phone and that it should only take a week for me to get it back (he said they would send a new phone). That was on Friday October 16th. I’ve heard nothing since then about my daughters phone? I’ve been with Koodo for 11 years and I’ve been very loyal but this lack of communication is uncalled for. No one has emailed me, called me or had any communication at all with me. What is the status of my daughters phone? I’m not paying for a service that I haven’t even used yet. Someone from Koodo please help.
Best answer by Cristian Koodo
Regarding the return / exchange / repair procedure, you are all right, it should be done through a different channel, through the Web Store, if the phone has been ordered online