Koodo Community
Solved

Getting help for in the box no usage defective brand new iPhone SE

  • 28 October 2020
  • 4 replies
  • 112 views

I received my new IPhone SE yesterday. 
After setting it up and transferring my data over,  I tried the phone and realized right away something was not right with the sound. The ear piece or upper speaker is malfunctioning and sounds extremely distorted. After setting up a call with Koodo’s WebStore I was told by a call centre in Nicaragua that I have to send it back in perfect condition and wait 25 work days to get a refund.    

Unfortunately I received a defective phone and my concern is that I will be held responsible for the defect and will not be refunded or exchanged. 
It was not made clear to me that I can’t exchange the online phone at a Koodo store or I would not have agreed, just to save $40 connection fee.
I have to mail it back and wait 25 days for a refund and much longer for an exchange on a defective phone that is clearly not my fault? 
This is after waiting 7 days to receive the phone after being promised 2-3 days.

Ive been happy with Koodo in the past, so please help me deal with this or I may have to find a new service provider that can serve my needs better. Thanks

icon

Best answer by MilkyWay 28 October 2020, 01:56

I received my new IPhone SE yesterday. 
After setting it up and transferring my data over,  I tried the phone and realized right away something was not right with the sound. The ear piece or upper speaker is malfunctioning and sounds extremely distorted. After setting up a call with Koodo’s WebStore I was told by a call centre in Nicaragua that I have to send it back in perfect condition and wait 25 work days to get a refund.    

Unfortunately I received a defective phone and my concern is that I will be held responsible for the defect and will not be refunded or exchanged. 
It was not made clear to me that I can’t exchange the online phone at a Koodo store or I would not have agreed, just to save $40 connection fee.
I have to mail it back and wait 25 days for a refund and much longer for an exchange on a defective phone that is clearly not my fault? 
This is after waiting 7 days to receive the phone after being promised 2-3 days.

Ive been happy with Koodo in the past, so please help me deal with this or I may have to find a new service provider that can serve my needs better. Thanks

Based on the Koodo website, you will get a new iPhone according to the warranty, provided that you make the claim before the 15-day period ends. Check the link for more information. https://www.koodomobile.com/en/help/iphone-warranty

View original

This topic has been closed for comments

4 replies

Userlevel 7
Badge +4

I received my new IPhone SE yesterday. 
After setting it up and transferring my data over,  I tried the phone and realized right away something was not right with the sound. The ear piece or upper speaker is malfunctioning and sounds extremely distorted. After setting up a call with Koodo’s WebStore I was told by a call centre in Nicaragua that I have to send it back in perfect condition and wait 25 work days to get a refund.    

Unfortunately I received a defective phone and my concern is that I will be held responsible for the defect and will not be refunded or exchanged. 
It was not made clear to me that I can’t exchange the online phone at a Koodo store or I would not have agreed, just to save $40 connection fee.
I have to mail it back and wait 25 days for a refund and much longer for an exchange on a defective phone that is clearly not my fault? 
This is after waiting 7 days to receive the phone after being promised 2-3 days.

Ive been happy with Koodo in the past, so please help me deal with this or I may have to find a new service provider that can serve my needs better. Thanks

Based on the Koodo website, you will get a new iPhone according to the warranty, provided that you make the claim before the 15-day period ends. Check the link for more information. https://www.koodomobile.com/en/help/iphone-warranty

Userlevel 7
Badge +4

 Your alternative would be to bring the phone to the Apple store and have them service it under warranty

 

https://community.koodomobile.com/other-80596/defective-phone-7800672?postid=19869402#post19869402

Userlevel 7
Badge +4

  

Taking it to an apple store sounds like an option. I don't think we have one on Vancouver island, but I think there is an apple service store on Douglas St. here in Victoria BC?

It doesnt look like Vancouver Island has one

https://www.apple.com/ca/retail/storelist/

Userlevel 7
Badge +4

Sometimes you can bring it to an authorized repair shop as well :

https://getsupport.apple.com