I have never been more disappointed in a service company than I was today. I have been a Koodo customer for over 6 years and had to use your loaner phone program for the first time this month. The phone I had to take in was less than a month old and quit charging. Since you no longer have your policy where you can return a phone within the first 30 days I had to send it away on warranty. I was given a Samsung Galaxy Ace II as a loaner phone, which worked wonderfully until the screen got cracked on a fall. I understand that I have to pay 150 dollars due to damage to the phone. But what I do not understand is why Koodo would not then let me just keep the phone since that is the cost of these phones anyways when you purchase them in store. Instead, I was told that they were going to send it away so that it covered the cost of the parts to fix it and reuse it as a loaner phone. You cannot tell me that you actually reuse these phones when they are damaged for future customers such as myself when the cost of the repair covers the cost of a new phone. Or why Koodo wouldn't let me get the glass repaired elsewhere for a heck of a lot cheaper than outright buying the phone and getting nothing for my money (it voided the warranty- I guess I should just have been less honest and had the screen replaced before taking it back. Or better yet told them I lost it and paid the 150 dollars in damages). I guess I feel that this entire situation could be avoided (or at least partially avoided) with the addition of a case or at the very least a screen protector for phones. Especially since I certainly wasn't the first person to accidentally drop it from knee height judging by the pre-existing chunks missing around the edges when I got the phone that was as the employee put when he checked it over in "Good shape". The vast majority of people that buy Koodo phones buy a case for it to help protect this from occurring. It would have been a lot better customer service. All that's left for me to do now is unlock the current phone I have now and switch to the competition. I would never recommend this company to my friends or family.