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Out of Warranty/Applicable Charges column needs re-wording.


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It came to my attention through a recent post, that apparently there's a $150 minimum 'quote' for out-of-warranty devices. While this isn't something at the top of everyone's list of importance, it would be nice to know your options if and when the time comes, without having to deal with any hidden surprises and to dispel any sort of confusion. Upon reviewing the link below and referring to the Applicable Charges column, I found no mention of the $150 minimum quote. The explanation I was given was that the reason the amount is not shown, is because it would cause confusion, in that people might be led to believe that it will only cost them $150 to have their device repaired. At any rate, I think this area needs a better explanation. http://help.koodomobile.com/getting-started-with-koodo/before-you-purchase/what-is-your-warranty-and-repair-policy The way it reads now: There’s a $25 charge for repair administration. We will provide you with an estimate for additional costs for the repair. Note: The Manufacturer’s Warranty does not cover damage from misuse, like moisture or physical damage. Service, support and repair charges may apply. If your mobile phone cannot be repaired, all personal content (images, ringtones, contacts, etc.) will be lost. Several things. a). If the device is already out of warranty to begin with, the statement regarding the Manufacturer's Warranty would seem out of place in the Out-of-Warranty/Applicable charges column and should appear in the Warranty Mobile Phone Repair/Applicable Charges column. b). If in fact the $150 minimum 'quote' which in my opinion is a misuse of the word, is true, then this cannot be called an estimate or quote. An estimate is an approximate calculation of cost. A fixed dollar figure would be considered a fee or charge. Also, provide a brief explanation as to what the $150 covers. c). Here's a rough draft of how I think the Out of Warranty/Applicable Charges column should read. Any out-of-warranty devices, including devices that have incurred damage arising from misuse, such as moisture or physical damage, are subject to a charge of $150 plus a non-refundable administration fee of $25, plus applicable taxes. Additional repair charges may apply. We will provide you with an estimate for additional costs for the repair. If your mobile phone cannot be repaired, all personal content (images, ringtones, contacts, etc.) will be lost. The customer has the option to decline the repair. If anything, it's a clear-cut explanation and the customer knows what to expect. It may not be worthwhile for the customer to proceed with repair, especially if they can get another device for the cost of the repair. Comments welcomed.

16 replies

Userlevel 2
This is something that agents are supposed to let customers know about when doing the Priority Replacement Equipment option, or even the sending away for repair. If for whatever reason, the phone is found to have sustained physical or water damage, then the quote is sent back to the shop and the shop informs the customer. If it is coming up as some confusion, I am all for making it more understandable.
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Myke wrote:

This is something that agents are supposed to let customers know about when doing the Priority Re...

Can you confirm whether there's minimum $150 quote for out of warranty devices Myke?
Userlevel 2
Myke wrote:

This is something that agents are supposed to let customers know about when doing the Priority Re...

$150 is the minimum quote.
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Myke wrote:

This is something that agents are supposed to let customers know about when doing the Priority Re...

Thank you.
Userlevel 7
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Myke wrote:

This is something that agents are supposed to let customers know about when doing the Priority Re...

I think putting down that it will be a minimum for $150 would be very helpful. If they realize it will cost that much at a minimum they may consider purchasing another phone instead of wasting time planning on getting it repaired
Userlevel 7
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Myke wrote:

This is something that agents are supposed to let customers know about when doing the Priority Re...

So the minimum it will cost when you send your phone for repair out of warranty is $150 or is that even if they dont do any work you still pay $150?
Userlevel 2
Myke wrote:

This is something that agents are supposed to let customers know about when doing the Priority Re...

The quote won't be charged unless the customer consents to the repair.
Userlevel 6
Myke wrote:

This is something that agents are supposed to let customers know about when doing the Priority Re...

Ok, to be clear then, there is no charge whatsoever for out-of-warranty quotes. That makes sense. The charge is for the repair if someone consents. No different, than taking your out-of-warranty car into the dealer's shop.
Userlevel 2
Myke wrote:

This is something that agents are supposed to let customers know about when doing the Priority Re...

Precisely 🙂.
Badge +4
Myke wrote:

This is something that agents are supposed to let customers know about when doing the Priority Re...

"There’s a $25 charge for repair administration. We will provide you with an estimate for additional costs for the repair". It doesn't say, "we will provide you with an estimate first and then you pay the $25 charge".
Userlevel 2
Myke wrote:

This is something that agents are supposed to let customers know about when doing the Priority Re...

The $25 is so the PRE can be received within 3-5 busienss days.
Userlevel 7
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Myke wrote:

This is something that agents are supposed to let customers know about when doing the Priority Re...

They will be charged the 25.00 administration fee for sending in an out of warranty phone. That's the price to get it sent to the repair centre, have it checked out and have it sent back. If they agree to the quote it will be sent back repaired. If they don't it will be sent back broken.
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Myke wrote:

This is something that agents are supposed to let customers know about when doing the Priority Re...

So, in order to get a quote for repair, you have to pay a $25.00 fee to have the device sent off to be inspected. If you decline the quote, you're out $25.00. We now know that the minimum 'quote' for repairing out-of-warranty devices is $150.00 and that the repair administration fee, in all probability, is non-refundable. I think it would be wise to include this information in the Out of Warranty/Applicable Charges area.
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Once again we have uncovered yet another hidden detail regarding out-of-warranty devices. There is no mention that a free loaner phone is available for out-of-warranty devices. The option of a free loaner phone, while your device is out for repair, should be clearly written somewhere within the the out-of-warranty section to give customers a better understanding of how the out-of-warranty/loaner phone process works.
Userlevel 2
rikkster wrote:

Once again we have uncovered yet another hidden detail regarding out-of-warranty devices. There i...

It doesn't matter if the phone is in warranty or not. If the phone is sent away for repair, the customer has the option of using a loaner phone.
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rikkster wrote:

Once again we have uncovered yet another hidden detail regarding out-of-warranty devices. There i...

I get that. It clearly mentions that a loaner phone is an option for devices under warranty. However, this option is not mentioned for devices that are out of warranty.

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