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Black Friday Pixel 5 Purchase

  • 5 December 2020
  • 63 replies
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Userlevel 5

I ordered a Pixel 5 phone through Black Friday sale on Koodo’s website on Nov. 20th. At the time of purchase, the shipping time was 1 - 2 weeks which means it should’ve been shipped already. Just like man of the Koodo customers, the shipping period was one of the main reasons I ordered this phone. However, after my today’s call with customer service, it turns out the shipping is actually going to be in 6 - 8 weeks!!

Based on the customer service agent, the information on the deal was not up to date which goes to show that the whole Black Friday “Sale” was nothing but a click bait to get us to pay for the service just to get it a lot later than what was originally announced.

This is a disgrace and a total disservice to us who use Koodo as a service and will only lead to them losing valued customers. If they actually cared about us, they would make sure that their inventory can satisfy the demand before posting the so called “Bright” Friday “Sale”

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Best answer by blahblahblah 11 December 2020, 10:57

ummm sort of... Koodo/Telus ordered X amount of inventory for X amount of dollars. Koodo/Telus ran out. Now they need to negotiate a new price. I doubt they can get the same deal with Google, so it’s either wait or pay the cost to be at the front of the line to honour the outstanding contracts with the clients from the Black Friday Sales. So you would need to take into consideration the reputation of the company.  Please correct me if I’m wrong. I’m just speculating based on exprerience from other industries. 

It still seems like the obvious solution here is better planning.. do not sell items you do not have in your inventory. 

This is pure speculation.  We have no idea what Koodo’s contract status is with Google.

I said in my note that I'm simply speculating, so thank repeating what said I guess? My point was that you are not privy to the details of Koodo's contract with Google either. I am only trying to understand what happened with my order so that I can make better informed decisions in the future. 

Respectfully I disagree with your advice telling folks who are trying to use what little resources they have availble to get some information, to simply cut their losses and leave Koodo. Cancelling the order and taking my business elsewhere is not best way to address what may very well be systemic industry issues.

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Userlevel 4

For those of us who live in a civilized society (you're the one who brought up storming factories), there's this thing called a contract where two parties exchange goods and services often for monetary compensation. My complaint isn't that I don't have a pixel 5 in my hands, my complaint is that one of the two parties hasn't held up their end of the contract.

It's customary in the case of such a breach to confer with the other party and say "hey, I told you I could do something for you, turns out I can't right now so how can we make this right?".

How about a couple months free service? Offer me a different phone or additional perks? Even something like extra data that I'm not even likely going to use to show SOME level of recognition they went and hosed it.

Are you honestly that beaten down by these big corporations to think that we should simply accept when they can't keep up their end of the deal?

Userlevel 5

Hey Pedro,

I'm in the exact same boat, even Nov 20. I bought two pixel fives (one for me and one new line, planning on bringing the mother in law onto the account). Called in two days ago and got the exact same nonsense. Not even a sorry.

Whole thing is super frustrating and I'm hoping someone like Bell has a similar deal on for boxing week or something at this rate. More than happy to jump ship over this garbage. It's clear the providers aren't interested in keeping clients happy otherwise they would have, at an absolute bare minimum, proactively reached out and said "Sorry guys, we messed up". I don't own any Telus/Koodo shares so I get the feeling they don't really care about me...

Hi,

I’m sorry you had to go through all this trouble.  When I called the customer service agent she gave me the old “Hey you can cancel your order” nonsense.  To which I responded “Can I get the same deal?” and I was told “No you will not”!!!.

This whole thing is such a disgrace and a total disservice.

Userlevel 5

Their supply is also dependent on Google.  It could be Google who let down customers.

Thanks for your comment. It’s Koodo’s fault for not checking their inventory before posting the offer. When it comes to taking money and showing their “deals” they are pretty quick, but they didn’t bother to check the inventory first and predict the demand. 

Just as an FYI, if you order anything online and the website says “will ship in 1-2 weeks", it means they don't HAVE any inventory. They're on order and should be arriving in 1-2 weeks. If the expected shipment arrives with a note saying “item x is backordered”, there isn't a whole lot they can do about that.

Thanks for your comment. I totally disagree with your assessment. I have shopped online enough times to know that when it says it ships within X days, it means it will ship during that time. So to me this sounds just like another excuse from Koodo.

Userlevel 1

I ordered a Pixel 5 on Nov. 21st and it was stated that it would ship in 1-2 weeks as well. In the order status it still says 1-2 weeks, I have not been contacted by Koodo at all to let me know it’s not coming any time soon. It was a Christmas gift for my Daughter who will be home from University. Kinda shady deal to not bother to update me…...

Userlevel 1

I’m having the exact same experience for an iPhone 12 Pro (Pacific Blue, 256GB). Terrible business practices.


While I understand Koodo can’t ship phones they don’t have - if Koodo repeatedly tells customers they HAVE the phones - they should then, retroactively, ‘make it right’: give customers a voucher (e.g., monthly discounts off of their plans) or something of the sort. That is something that is in Koodo’s control - if they care about doing the right thing.

Userlevel 5

Thanks for sharing this. However, what you’re sharing is misleading. I checked Google store myself yesterday and Pixel 5 in store and available so this change in status happened recently and has nothing to do with our orders which happened 3 weeks ago! Also, Koodo must’ve been planning on announcing their “deal” well before that which again goes to show the poor management on Koodo’s side and NOT on Google. Anyways, we can spin this however you like and at the end of the day we have many unsatisfied customers like myself who feel scammed.

In any case, I really hope what you mentioned earlier in the day regarding shipment fulfillment happens soon. Unless that was also an empty promise from Koodo’s side. 

You make it sound like Koodo is purposely not bringing in more inventory.  Do you think they dont want to have inventory?  Koodo doesnt make the phones and is reliant on the manufacturers.  Like I said earlier, you are free to cancel your order and order direct from Google.  You are also free to cancel and move to another carrier that has the phone available or better inventory management of their phone supplies.

Thanks for letting me know I can cancel my order. I also appreciate that you reminded me that Koodo is not a phone manufacturer…

If this is the attitude and mindset that runs through Koodo, no wonder we are in this mess. Instead of admitting to lack of management, and vouching to be better in the future we go scream at the valued customers and ask them to go use our competitors’ services...Perfect!

Userlevel 5

Their supply is also dependent on Google.  It could be Google who let down customers.

Thanks for your comment. It’s Koodo’s fault for not checking their inventory before posting the offer. When it comes to taking money and showing their “deals” they are pretty quick, but they didn’t bother to check the inventory first and predict the demand. 

Userlevel 4

Hey Pedro,

I'm in the exact same boat, even Nov 20. I bought two pixel fives (one for me and one new line, planning on bringing the mother in law onto the account). Called in two days ago and got the exact same nonsense. Not even a sorry.

Whole thing is super frustrating and I'm hoping someone like Bell has a similar deal on for boxing week or something at this rate. More than happy to jump ship over this garbage. It's clear the providers aren't interested in keeping clients happy otherwise they would have, at an absolute bare minimum, proactively reached out and said "Sorry guys, we messed up". I don't own any Telus/Koodo shares so I get the feeling they don't really care about me...

Userlevel 4

Nuances of the language Koodo chooses to use not withstanding, the expectation they chose to set was that the order would be shipped within 1-2 weeks. Whether that's to them or to the client, their management of the situation was lacking from my perspective. If it's supply chain issues they're having with Google, still sounds like a Koodo problem to me to manage when the contract that I commit to is with them and not Google.

Long and the short of it, the emails they sent me on Nov. 20th explicitly state "Your order will take 1-2 weeks to ship". No "may be delayed"; nothing about "we'll let you know when Google decides to send us some phones". They have taken no proactive measures to work with me on how to fix the situation they've mismanaged.

Userlevel 4

Oh I tried that two days ago when they told me it would be an additional 4-6 weeks. They simply told me I was "on the priority list" for when they do finally receive the phones.

I don't enjoy airing grievances online but this at least is hopefully productive in providing attention to a lack of corporate responsibility they are showing their clients in this instance.

I'm only one voice, and maybe they do have something in the works from "corporate" on how to fix this on a larger scale. I haven't seen anything though.

Userlevel 4

Take all this with a grain of salt and I fully acknowledge that it's Saturday and I'm clearly bored and thinking too much about this whole thing.

This 'lack of inventory' from any company can absolutely be seen as anti-competitive behavior that should potentially be punished beyond simply a few annoyed clients.

Competitors were offering the same deal all week, and unless a company is SERIOUSLY behind the times from a procurement standpoint, they should know within a week of me ordering, if they are going to be able to make a commitment of say, two weeks. Them being upfront and honest about their commitments would risk people jumping ship to a competitor who may have procured stock, instead, they sit quietly and wait for the other offers to lapse, having no intention of meeting their initial commitment…

I genuinely don't know if this is something the Competition Bureau of Canada can even do anything about but if enough people are in the same boat, this type of practice should be massively discouraged.

/Rant

Userlevel 5

So at the two week mark when the expected shipment doesn't arrive koodo should what? Storm the Google factory? Conjure more phones out of thin air? Fire up their time machine and go back to set a different expectation? Automatically cancel every order they can't immediately fulfill?

We are having a cordial discussion about a complaint many people are having. So I appreciate if you can keep it that and avoid using this kind of language. Thanks.

Userlevel 5

I ordered a Pixel 5 on Nov. 21st and it was stated that it would ship in 1-2 weeks as well. In the order status it still says 1-2 weeks, I have not been contacted by Koodo at all to let me know it’s not coming any time soon. It was a Christmas gift for my Daughter who will be home from University. Kinda shady deal to not bother to update me…...

I’m so sorry to hear about your experience. The interesting part is it’s not just pixel 5, it’s a wide range of other phones that they had their so called “deal” for and they haven’t delivered on time. This is a real disgrace in terms of customer service. They took our money, and for sure will charge us on the future tabs for something that god only knows when we’ll get out hands on.

Userlevel 3

Thanks for sharing this. However, what you’re sharing is misleading. I checked Google store myself yesterday and Pixel 5 in store and available so this change in status happened recently and has nothing to do with our orders which happened 3 weeks ago! Also, Koodo must’ve been planning on announcing their “deal” well before that which again goes to show the poor management on Koodo’s side and NOT on Google. Anyways, we can spin this however you like and at the end of the day we have many unsatisfied customers like myself who feel scammed.

In any case, I really hope what you mentioned earlier in the day regarding shipment fulfillment happens soon. Unless that was also an empty promise from Koodo’s side. 

You make it sound like Koodo is purposely not bringing in more inventory.  Do you think they dont want to have inventory?  Koodo doesnt make the phones and is reliant on the manufacturers.  Like I said earlier, you are free to cancel your order and order direct from Google.  You are also free to cancel and move to another carrier that has the phone available or better inventory management of their phone supplies.

IMHO cancelling the order is not the best solution simply because I can’t go back in time to the Black Friday Deals. There’s definitely room for improvement here in regards to customer relations and supply chain logistics. 

Userlevel 4

For any of you Koodo reps that are monitoring these forums... Care to chime in at all? Or does the company want to keep feigning ignorance?

Userlevel 5

Thanks for sharing this. However, what you’re sharing is misleading. I checked Google store myself yesterday and Pixel 5 in store and available so this change in status happened recently and has nothing to do with our orders which happened 3 weeks ago! Also, Koodo must’ve been planning on announcing their “deal” well before that which again goes to show the poor management on Koodo’s side and NOT on Google. Anyways, we can spin this however you like and at the end of the day we have many unsatisfied customers like myself who feel scammed.

In any case, I really hope what you mentioned earlier in the day regarding shipment fulfillment happens soon. Unless that was also an empty promise from Koodo’s side. 

You make it sound like Koodo is purposely not bringing in more inventory.  Do you think they dont want to have inventory?  Koodo doesnt make the phones and is reliant on the manufacturers.  Like I said earlier, you are free to cancel your order and order direct from Google.  You are also free to cancel and move to another carrier that has the phone available or better inventory management of their phone supplies.

IMHO cancelling the order is not the best solution simply because I can’t go back in time to the Black Friday Deals. There’s definitely room for improvement here in regards to customer relations and supply chain logistics. 

I totally agree! Canceling the order and encouraging customers to go to other companies is the WORST attitude for running a business.

Userlevel 3

ummm sort of... Koodo/Telus ordered X amount of inventory for X amount of dollars. Koodo/Telus ran out. Now they need to negotiate a new price. I doubt they can get the same deal with Google, so it’s either wait or pay the cost to be at the front of the line to honour the outstanding contracts with the clients from the Black Friday Sales. So you would need to take into consideration the reputation of the company.  Please correct me if I’m wrong. I’m just speculating based on exprerience from other industries. 

It still seems like the obvious solution here is better planning.. do not sell items you do not have in your inventory. 

This is pure speculation.  We have no idea what Koodo’s contract status is with Google.

I said in my note that I'm simply speculating, so thank repeating what said I guess? My point was that you are not privy to the details of Koodo's contract with Google either. I am only trying to understand what happened with my order so that I can make better informed decisions in the future. 

Respectfully I disagree with your advice telling folks who are trying to use what little resources they have availble to get some information, to simply cut their losses and leave Koodo. Cancelling the order and taking my business elsewhere is not best way to address what may very well be systemic industry issues.

Userlevel 5

ummm sort of... Koodo/Telus ordered X amount of inventory for X amount of dollars. Koodo/Telus ran out. Now they need to negotiate a new price. I doubt they can get the same deal with Google, so it’s either wait or pay the cost to be at the front of the line to honour the outstanding contracts with the clients from the Black Friday Sales. So you would need to take into consideration the reputation of the company.  Please correct me if I’m wrong. I’m just speculating based on exprerience from other industries. 

It still seems like the obvious solution here is better planning.. do not sell items you do not have in your inventory. 

This is pure speculation.  We have no idea what Koodo’s contract status is with Google.

 

Thanks for letting me know I can cancel my order. I also appreciate that you reminded me that Koodo is not a phone manufacturer…

If this is the attitude and mindset that runs through Koodo, no wonder we are in this mess. Instead of admitting to lack of management, and vouching to be better in the future we go scream at the valued customers and ask them to go use our competitors’ services...Perfect!

Where am I screaming?  Please dont put words (volume) in my mouth.

Im just saying that as a customer for a sector with choice, you have the freedom to speak with your wallet.  What you didnt catch, is that all of the other carriers are all running into the same issue with the Pixel 5.  So maybe they have crappy contracts with Google too :shrug:

 

I totally agree! Canceling the order and encouraging customers to go to other companies is the WORST attitude for running a business.

Good thing I dont run the Koodo business

 

It’s all about how Koodo can get their customers’ money by their so called “deals” and when it comes to honoring our promise they just bail on their customers and when they complain just shout at them and ask them hey cancel your order and go use our competitors’ services. 

Who is shouting?  Trust me, IF IM SHOUTING YOU WILL KNOW IT.

If you want the phone and are willing to wait. you are paying your tab over 24 months.  You are not paying more or less for the phone.  You are just waiting longer for inventory.  If Koodo doesnt or cant deliver the phone, they will issue a full refund.

 

And just reading your comment here… you jumped from “it’s all about how Koodo can get their customers’ money” to ask them hey cancel your order and go use our competitors’ services”. 

Which one is it?  Does koodo want to take all your money or do they not want your money and to send customers away?  Because the 2 statements don’t jive.

Thanks for your reply.

Please try to read what you said and what I said in response before trying to type your incoherent line of thinking. At this point, continuing this argument with you is just a distraction and a waste of time and will sideline the main complaint of many many customers.  

I guess when you have no solid explanation on why this whole mess happened and how to avoid it in the future, you just put act out and put out unrelated words and point the finger at the customer for asking what they were promised in the first place. 

Userlevel 7
Badge +4

It’s all about how Koodo can get their customers’ money by their so called “deals” and when it comes to honoring our promise they just bail on their customers and when they complain just shout at them and ask them hey cancel your order and go use our competitors’ services. 

And just reading your comment here… you jumped from “it’s all about how Koodo can get their customers’ money” to ask them hey cancel your order and go use our competitors’ services”. 

Which one is it?  Does koodo want to take all your money or do they not want your money and to send customers away?  Because the 2 statements don’t jive.

Thanks for your reply.

Please try to read what you said and what I said in response before trying to type your incoherent line of thinking. At this point, continuing this argument with you is just a distraction and a waste of time and will sideline the main complaint of many many customers.  

I guess when you have no solid explanation on why this whole mess happened and how to avoid it in the future, you just put act out and put out unrelated words and point the finger at the customer for asking what they were promised in the first place. 

Yes I have re-read your comment and my reply and my statement stands.

 

And Yes I agree we should get to the main complaint.  But let’s stick to solutions.  Koodo promised a plan of action 2 days ago and we have heard anything back.   I have flagged that post asking for an update this morning.

I have also flag our koodo contacts asking about the Pixel situation yesterday.

And I have now personally messaged our Koodo contact asking about the situation.

 

Userlevel 4

For those of us who live in a civilized society (you're the one who brought up storming factories), there's this thing called a contract where two parties exchange goods and services often for monetary compensation. My complaint isn't that I don't have a pixel 5 in my hands, my complaint is that one of the two parties hasn't held up their end of the contract.

It's customary in the case of such a breach to confer with the other party and say "hey, I told you I could do something for you, turns out I can't right now so how can we make this right?".

How about a couple months free service? Offer me a different phone or additional perks? Even something like extra data that I'm not even likely going to use to show SOME level of recognition they went and hosed it.

Are you honestly that beaten down by these big corporations to think that we should simply accept when they can't keep up their end of the deal?

So it sounds like you are after some freebies.  To be fair, no where in the contract does Koodo say that if they are not able to deliver the phones in the stated time that they must provide compensation.  The agreement is that they will issue you a refund if you so choose.  

It is solely at the discretion of a company if they want to offer any additional compensation.

 

When I didnt get my PS5 in the time they stated, I wasnt offered any compensation either.  I was also charged full price at purchase.  My option was to wait or cancel and get a refund.

@PedroVanCity 

Thank you my friend for your constructive conversation. Apparently I've been reduced to 'the guy looking for freebies' by expecting a better level of communication from a multi million dollar organization. 

People like yourself continue to provide hope that some level of decent discourse may be maintained through this anonymous veil through which people generate noise. Not enough people realize that arguing over the internet is like playing chess with a pigeon...

Userlevel 3

Hey Dennis, 

I was responding to your previous post:

“You make it sound like Koodo is purposely not bringing in more inventory.  Do you think they dont want to have inventory?  Koodo doesnt make the phones and is reliant on the manufacturers.  Like I said earlier, you are free to cancel your order and order direct from Google.  You are also free to cancel and move to another carrier that has the phone available or better inventory management of their phone supplies.”

You asked us a vauge question about inventory management. My answer to your line of thinking was that it’s complicated. 

Suggesting that Google dropped the ball is speculation as well. Did I miss any official posts from Google or any Koodo Reps saying Google is responsible for the shortage? 

Typically when a carrier orders from a manufacturer, they get a supply of phones within a couple weeks.  This is what we have seen for other phones.  Usually when the wait time is into the 4+ weeks, it is a shortage from the manufacturer who cant keep up with demand, ala iphones.

 

So if the wait time is what we have now, and with the clear complaints that Koodo sees here, I think it would be fair that Koodo has place orders for more stock based on past practice.  

As for google dropping the ball, since the Google store is also out of stock, I think it is clear they also do not have any units and are waiting for delivery from the manufacturer.

Thank you for the information, I will definitely keep this in mind for future orders.

The method of communication on Google’s website is clear and transparent - “out of stock”. They are not selling anyone a phone they do not have in inventory. Koodo continued to sell the phone long past knowing the level of inventory on hand was insufficient to fulfill the outstanding orders in a timely manner. Customers were locked into contracts and lost the opportunity to partcipate in any of the competitor's Black Friday Deals. 

I appreciate your efforts to flag the issue!

Userlevel 7
Badge +4

For those of us who live in a civilized society (you're the one who brought up storming factories), there's this thing called a contract where two parties exchange goods and services often for monetary compensation. My complaint isn't that I don't have a pixel 5 in my hands, my complaint is that one of the two parties hasn't held up their end of the contract.

It's customary in the case of such a breach to confer with the other party and say "hey, I told you I could do something for you, turns out I can't right now so how can we make this right?".

How about a couple months free service? Offer me a different phone or additional perks? Even something like extra data that I'm not even likely going to use to show SOME level of recognition they went and hosed it.

Are you honestly that beaten down by these big corporations to think that we should simply accept when they can't keep up their end of the deal?

You can air your grievances here, but I think it will fall on deaf ears. Just file a complaint to the CCTS and see if this issue can be resolved. https://www.ccts-cprst.ca/for-consumers/complaints/complaint-form/

Userlevel 1

Yes!!! To the above!

They are selling phones to customers as if they have stock, but DO NOT. What a farce! Better Business Bureau might even get an email once I'm done with the CRTC's. I encourage others who purchased in and around Black Friday to also jump ship like they seem to be doing with this Reddit style board of customers answering customers questions, and reps who treat you like your a dollar sign and don't listen when you say cancel my order. They instead play the corpo blame game of its the manufacturers fault we sold you a phone when we don't have stock. That sounds like a you problem not a Google problem. As the post above states even Google has the phone listed as out of stock.

And ya know I wouldnt have been mad if the day after I purchased it I got an email that said: “ hold up, we messed up we will cover the tab charge until your phone ships and that will be xx/xx/xx" , but they couldn't even do that.


They must be getting complaints as the rep told me they had a meeting yesterday and people will be getting calls on Monday about the shortage, waiting for that one because apparently cancelling an order with Koodo takes 2 days. 

Userlevel 4

Briefly, not looking to offend (civilized comment may have been a touch harsh). Simply thinking this should be better handled by the multi million dollar corporation.

Userlevel 3

Thanks for sharing this. However, what you’re sharing is misleading. I checked Google store myself yesterday and Pixel 5 in store and available so this change in status happened recently and has nothing to do with our orders which happened 3 weeks ago! Also, Koodo must’ve been planning on announcing their “deal” well before that which again goes to show the poor management on Koodo’s side and NOT on Google. Anyways, we can spin this however you like and at the end of the day we have many unsatisfied customers like myself who feel scammed.

In any case, I really hope what you mentioned earlier in the day regarding shipment fulfillment happens soon. Unless that was also an empty promise from Koodo’s side. 

You make it sound like Koodo is purposely not bringing in more inventory.  Do you think they dont want to have inventory?  Koodo doesnt make the phones and is reliant on the manufacturers.  Like I said earlier, you are free to cancel your order and order direct from Google.  You are also free to cancel and move to another carrier that has the phone available or better inventory management of their phone supplies.

ummm sort of... Koodo/Telus ordered X amount of inventory for X amount of dollars. Koodo/Telus ran out. Now they need to negotiate a new price. I doubt they can get the same deal with Google, so it’s either wait or pay the cost to be at the front of the line to honour the outstanding contracts with the clients from the Black Friday Sales. So you would need to take into consideration the reputation of the company.  Please correct me if I’m wrong. I’m just speculating based on exprerience from other industries. 

It still seems like the obvious solution here is better planning.. do not sell items you do not have in your inventory.