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New phone order complications


Broke my screen on my 2 1/2 year old G3 Friday morning. I went to Walmart to see what deals they had for Koodo phones. The girl was less than helpful so I went to the new telus/koodo dealer in town. They have only switched to koodo and were unsure of what phones I could even get with koodo. So I gave up. Went to order a new phone from the webstore at 4pm, I was hoping there would be some shipping options at the end of the order so I could pay more for overnight shipping. Nope. Called the webstore 3 times and got voicemail each time. Finally on the 4th try I got through. I explained what happened and that I needed a new phone right away and could not wait 3-5 business days (next weds or Friday) they told me I could not get the phone I ordered in store and had to get it through the webstore. After hanging up with the webstore I rushed 45 mins to Edmonton to go to an actual koodo kiosk in a mall. I wanted to get there before 7pm before the webstore closed. Got there around 6 my time, 8EST. What do you know, they had the phone there " that I could only get from the webstore". The rep said we'll cancel the webstore order and put it through here. Great! Rep goes to call the webstore and of course gets voicemail. He then calls into the koodo call center and uses another phone to try the webstore again. I use my borrowed phone to call into the webstore as well. I get through on the 3rd try. I ask them to cancel the order I put in 2 or 3 hours ago as I need the phone right away and would just pick it up at the kiosk. Webstore says they have to wait until Monday as it was already approved and they can't refund my tab until they confirm it with shipping and shipping was closed as it's now almost 9 in Ontario. Was shipping even open at 6 or 7 when I placed the order? Now to drive 45 mins back home with no phone, just so I can do it all over again Monday morning. 3 hours of driving for a phone. Got up at 4:30 today 6:30EST to check my tab hoping thing would be straightened out. Nope. It's now 6:45, 8:45EST and still nothing's been changed. I'll pay the full $900 for the phone and we can work out the tab later. I just absolutely must have a phone today. Anyways I'm now starting day 4 with no phone. As a small business owner this process has been extremely difficult. Suppliers, contractors and clients do not seem to be able to comprehend that they need to call me at a different number until I can get this sorted out with koodo. I hope this can be straightened out first thing this morning. Thank you

15 replies

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I'm sorry to hear this happened but there isn't much we can do here. If there's a a rep here right now they might be able to but your best bet is to send a private message to Koodo via Facebook Messenger or DM via Twitter but that usually takes a few hours to get a response. Customer support opens at 9 so you can try calling 611 right at that time but I think they are somewhat limited in what they can do if the Webstore people aren't in and their hours are not good being Tuesday to Friday 3-9pm EST. Out of curiosity what is keeping you from putting your Sim card in a temporary or cheap phone to use until you get what you want via Koodo if it's cheaper?
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There is a lesson here. Don't put all your communications tools in one basket. All businesses need a backup plan.
Thanks for the quick reply. I have borrowed a telus phone for now but I don't want to set too much up on it as it's not mine and I still need to keep the original sim card in it. I keep thinking that something can't be right here. That this will get sorted out sooner rather than later and I don't need to buy a cheap burner phone for the meantime. I'm really surprised there was no shipping options in the webstore. It was like put in your CC info confirm your address and boom order placed. I was surprised with the lack of confirmation screen and the lack of shipping options. How many people can really wait 3-5 business days (which could be extended to 7 or 8 days with a weekend or holiday) for a phone? I would have gladly paid $20 or $30 for overnight shipping and had it Saturday. Something for the webstore to look into maybe.
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Clint wrote:

Thanks for the quick reply. I have borrowed a telus phone for now but I don't want to set to...

Koodo is mainly a consumer level service, i.e. they don't offer business plans, and don't offer the level or variety of service you are seeking. Due to security issues, they only ship to the address of record, thus not needing shipping directions, and like many online merchants, have a contract with one shipper for delivery. In addition, as a bargain brand, most customers are price conscious, not seeking higher cost additions, and are prepared to wait for items because of price. You may be wiser to leave the web store order as is, and use a phone temporarily until it arrives. Adding a phone you purchase at full price to the Tab at a later date may be impossible. You could return the phone you purchase at the store within the return period as unsatisfactory, I guess, or borrow a dusty one from a friend for the few days.
Clint wrote:

Thanks for the quick reply. I have borrowed a telus phone for now but I don't want to set to...

Very true. Currently have the dusty borrowed phone. The thing is a brick, yet so small haha. I've been with Koodo since 2010 (pre-business days), never missed a bill or payment and I've always found they've treated me great in return. I'll do what I can to stay with them. I have a great plan and I've always had good service. I hope I can get this sorted so I can continue to say that.
It's 10:42am in Ontario now, surely shipping could have confirmed the order cancelled by now?
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I would say yes but the question comes to you getting confirmation. Did you call 611 or fire off a FB/Twitter message yet?
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Hey Clint - just looked into this for you and I can confirm that the order is officially cancelled, and the tab charge on your account has also been reversed. Feel free to go purchase your phone in store when you're ready.
Ranjan wrote:

Hey Clint - just looked into this for you and I can confirm that the order is officially cancelle...

You guys are awesome! I'm on my way to the kiosk. Not a huge deal but, do you know if the $150 bill credit will be reset as well? Thanks again!!!
Ranjan wrote:

Hey Clint - just looked into this for you and I can confirm that the order is officially cancelle...

Just drove 45 mins back down to Edmonton, spent over an hour with the rep at koodo. The tab is reset to $0 but the account still shows an upgrade. So they cant generate a service agreement. They said Thursday or Friday it should be reset. The other option was to add a line to the account, lose my plan have a bunch of extra charges on my next bill and create even more confusion. This is beyond rediculous. Why can I not buy a phone? I dont want to switch providers, I've liked koodo, I have a great plan and want to stay but this is making it real hard. 3 hours of driving time for nothing and now I'm waiting longer then if the phone was sent? Then on thurs or friday I have to come back? Thats 4.5 hours of drive time. Plus time away from work that needs to get done. This needs to be fixed today like I was promised or I have to go to virgin and I really really dont want to do that. Thanks any help is appreciated.
Ranjan wrote:

Hey Clint - just looked into this for you and I can confirm that the order is officially cancelle...

What was the point of having me cancel the webstore order if it was going to take just as long or longer to but the phone in store?
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Ranjan wrote:

Hey Clint - just looked into this for you and I can confirm that the order is officially cancelle...

I'm sorry that this whole process hasn't been easier for you Clint. Unfortunately a manual override like this, to cancel the order and reverse the charges/tab, can cause some system confusion, despite everything seeming to be canceled and reversed. 

I shared the above info. with the team, they were able to locate what caused the issue at store level, and have corrected the problem. The store should be able process the upgrade now, but it might be wise to call them ahead of time to see if they're able to confirm, before you trek back out. I'm told that if they still run into any issues, the reps should follow the "DeRe process with their Channel Care team" - you can quote that, they'll know what it means.
Yep I fb messaged. No reply yet but I just saw that my tab has been reset to $0. On my way to a new phone. Thanks guys!
Went back into Edmonton for the 4th time (6 hours of drive time) for this phone and still a no go on buying a new phone. Stood at that mall kiosk for a few hours over the last few days. Started with Koodo in 2010, not very happy to be switching to a new provider. I'm left with two options, buy a phone outright somewhere else (since I can't seem to buy it from koodo) and put my curremt koodo sim in it or just go somewhere else. Was hoping this would turn out better. Thanks for all the help everyone.
Roar wrote:

"Broke my screen on my 2 1/2 year old G3 "
I am pretty sure that a phone with a broken screen can...

I am pretty sure that a phone with a broken screen can still make and receive calls. I can receive calls by pushing the up and down vol buttons but unfortunately with the screen being unresponsive I can not interact with the phone to make calls. That's why I borrowed a friends phone so I can make calls. However, a lot of people are texting these days and those are hard to reply to. When a text comes in I have about 10 sec to write down the number before the text notification on the lock screen (that's the only screen I can see) disappears and is replaced with another notification like weather network, a reminder, an email, etc. All the phones are listed on Koodo's website. They are also on display at Walmart. How could they be "unsure of what phones I could even get with koodo" when they can just go to koodo.com like a customer and look them up if they don't know how their store works? They put a pixel xl in front of me and couldn't figure out why the system wouldn't take it. You ordered a phone through the web store, and then still went to a retail store anyway for some reason? The reason for this is explained What company ships an order placed after 4 PM on Friday for delivery on Saturday that made you think there would be such an option with Koodo? Amazon is barely gettng started with Same/One-Day delivery. Either way, unless the phone is not in stock, Koodo orders are usually delivered in 2 business days, so you would be receiving the phone on Tuesday. So far I have seen them ship from Calgary to Edmonton, and from Mississauga to Toronto. They used Canada Post XpressPost, and the only one above that is Priority, which doesn't make any difference when they are shipping within the same province. When ordering, how is one to know when and with whom koodo ships since that info is not disclosed. We've had many items/docs delivered on Saturday and every time I think, wow I only ordered this yesterday. Even if it was coming Monday for sure, that would have been fine. Why? You don't have to keep any SIM Card in any phone. It's a friends phone from his employer and he has it forwarding calls and texts to his personal phone. I thought I would only have it for one or two days yet here we are. "buy a phone outright ... I can't seem to buy it from koodo" Whenever they have tried to add a new phone or sim to my account the system, now, wants me to pick a new plan and I'm not willing to give up my old plan. Who says you will lose your plan? Use the phone with your current line. Then cancel that line or return the phone when your line's Tab is fixed or whatever they are doing. They did not suggest I do this method and the rep was the one that said I would probably lose my plan anyways. It just seemed like kind of an awful way to buy a phone. Why didn't you? You could have even gone to one of the Apple Stores in Edmonton, bought a phone at full price (and then return later.) I guess I kept having hope that this would be straightened out. Dealing with investments, I hate putting out money now that I could be investing and paying back slowly with 0% interest. That's true. I could have return a phone never thought of that, I try not to do that but hey everyone else is doing it, it seems. Actually, they have more steps than they should have. Last step shows the details of the order for confirmation, and the button clearly says "Place order." What are you expecting after that? If you watch the "completion bar" above it shows something like order and finish. You stay on order for the whole process and the bar never moves to finish until you are done, done. Sorry just used to being presented with shipping options or, at least info, prior to placing my order. There are some companies I prefer not to use due to bad past experiences so I like to know who's shipping and how long it should take before placing my order. How did you find all this time to waste with Koodo as a small business owner who needs a phone right away? I didn't. I have a lot of work to play catch up with. Luckily I have some great contractors I can rely on even in my absence. If you are running a business and you need your phone at all times, you don't go to Koodo, you go to TELUS. The same people pocket your money, but you get better/actual help. (Now watch them delete this post.) Two reasons. I've been with koodo since my pre business days. I tried the "B" brand when I was first starting up and couldn't run back to koodo faster. My mother had a terrible experience with The "R" brand so I won't utilize their service and my wife had terrible service from the "T" brand so I won't use their service. I hope this helps answer your questions. Please let me know if there's anything else. Thanks

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