Koodo Community

Protection Plan Disappointment

  • 21 August 2019
  • 6 replies
  • 266 views

Hello all

Looking to get others experience with the protection plan process. I was enrolled at a Koodo store here in Vancouver with the promise that "everything is covered and included." Therefore when I dropped my phone and the screen cracked I felt relieved. I went to the same Koodo store and they reassured me "all you do is call and they send you a new one." Therefore I was extremely disappointed when I went onto the Asurion site and learned I would be charged $224 to be sent a replacement phone.

Has anyone had better experiences with other providers? I have no contract with Koodo and given the customer service I got when I inquired about the costs I am not feeling so certain.

6 replies

Userlevel 7
Badge +4
Its like that at all carriers you pay a deductible it's insurance for your phone just like your car when you get in an accident you have to pay a deductible. Experience will be the same everywhere. Heck you're lucky if you get the exact same phone you insured from these places
Userlevel 7
Badge +4
It's all basically the same. Here's the proof if you need it:
https://www.bell.ca/Mobility/Promotions/SmartPhone_Care_warranty_plans
https://www.rogers.com/consumer/wireless/device-protection

https://www.eastlink.ca/mobile/phones/deviceprotectionmore.aspx#deviceprotectionplans
https://videotron.com/residential/p/mobile/mobile-devices/phone-protection/mobile-protection-program/A-presSkuProtecAppareilsMobilesVide

https://www.virginmobile.ca/en/support/smartcare.html
https://www.fido.ca/consumer/mobile/deviceprotection
Has anyone actually received a new phone or do they always send a "like new" refurbished one. Upon purchase we were told about the $250 for a "brand new phone".
Userlevel 7
Badge +4
Has anyone actually received a new phone or do they always send a "like new" refurbished one. Upon purchase we were told about the $250 for a "brand new phone".
I believe it's always a like new, refurbished one but that would be something to ask Asurion.
Im sure they've given out brand new ones at least once before.
Userlevel 7
Badge +4

Has anyone actually received a new phone or do they always send a "like new" refurbished one. Upon purchase we were told about the $250 for a "brand new phone".I believe it's always a like new, refurbished one but that would be something to ask Asurion.
Im sure they've given out brand new ones at least once before.


Asurion is an insurance company. Like any other outfit in the business, they are there to "make you whole" again, not to provide a new equipment upgrade. If you dropped or lost your handset, guess what, it is/was a used phone, so a like new refurb is really what you should expect, less any agreed upon deductible.

Most insurance, other than for retail consumer goods, is sold by brokers or licensed agents who will clearly explain deductibles and the terms of the policy.
Userlevel 7
Badge +4
@SamAustin @saddlehens here's my thoughts on these plans: https://community.koodomobile.com/android-81490/sketchy-protection-plan-7795530#post19841853

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