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Exchange process for defective phone (online order)?


My new phone has a bunch of dead pixels and I'd like to exchange it for a new one. Since it's an online order I'd need to mail in my phone for an exchange. In this case, would Koodo send me a new phone before I send in my defective one, or would I need to send in my phone first before they process the request?

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Userlevel 7
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  • Online purchases should be returned via mail and can be initiated by calling *611 from your Koodo Mobile phone,or  1-866-99-KOODO. They will send you a pre-paid, self-addressed envelope to ship the mobile phone back to them.
What is your online ordering and shipping process?
http://help.koodomobile.com/getting-started-with-koodo/Buying-Online/What-is-your-online-ordering-an...
I'm sorry to say, but isn't that a bit ridiculous? It would take a week for the empty box to get here, another week to send it back, and a third week for the phone to finally arrive. Isn't there a way for me to return the phone to a Koodo shop and have them directly send me the box with the new phone? Also, is it guaranteed that I will receive a new phone if I am eligible? I don't want to wait weeks only to have them return my old phone saying there is nothing wrong with it (dead pixels). I appreciate your help, but I'm just surprised that Koodo uses such an archaic exchange system.
Userlevel 7
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D.L wrote:

I'm sorry to say, but isn't that a bit ridiculous? It would take a week for the empty box to get ...

I just checked about return policy again and found out *611 can't arrange the return process. 
So you have to send a Email to :  webstore@koodomobile.com 

or call them at 1-844 566-3697
Hours of Operation:Tuesday to Friday: 3pm to 9pm EST

I wish there is a better/easier way to return your phone, but contact webstore is the only way...
D.L wrote:

I'm sorry to say, but isn't that a bit ridiculous? It would take a week for the empty box to get ...

This is very ludacris. The company I work for will send you the replacement first with return labels etc for you to ship the defective product back. This is very poor customer service and policy. How are you going to leave a customer without a phone? And what about during the holiday season when the mail system is ridiculous. You need to change your policy and webstore hours of operation which is very inconvenient

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