Absolutely a horrible experience Upgrading 3 phones

That experience sounds super frustrating. Spending 6 hours at a store for an upgrade is definitely not normal. Upgrades should take way less time, and you shouldn't be getting hit with surprise fees or lower-quality phones than promised. 

If you were promised no activation fees and specific phone grades, but didn't get them, that's not okay. Koodo does let you return or exchange phones if you're unhappy, but there are time limits and some conditions. Keep all your receipts and screenshots of what you were promised.

Quick tip: If you’re within the return period (usually 15 days for certified pre-owned), start the return or exchange process right away online. 

Did you get anything in writing about the waived fees or the phone grades? That'll help your case.

More info: https://www.koodomobile.com/en/help/returning-or-exchanging-your-koodo-phone

Thanks so much for the reply and is good to hear this isn’t the norm. I just hit the phones yesterday so I’ll start the return process as you stated, thanks so much! Appreciate you! 

Which location was this that you did this?

Next time if you are given a phone that is not to your satisfaction, there is no need to take them and complete the transaction.  

It was in Saint John New Brunswick, thanks for your advice, but I had to take the phones because I would have been left with no phones at all and that doesn’t work for me. I couldn’t just keep my old phones because they were on a previous “bring it back” contract and the contract was expired and was passed the grace period. Don’t know about you but I can not go phoneless this day and age. 

I am little confused, what is the "B" and C quality? And what was the promise?

Many connection fee credit actually spreaded out into several bills. Have you received your latest bill yet?

These were certified pre owned phones are are graded on condition. Grade A being like new, grade B having very minor imperfections and grade C having multiple imperfections. These activation fees were $80 per phone, so $240 in activation fees and not spread out over multiple bills, was added completely to the first bill. I was clearly told by the manager that these fees were waived. When I drove an hour and twenty mins to get there I was told they were not, by another employee and that the manager wasn’t available and wasn’t available for the entire 6 hours I was there. 

I was also promised three phones that were grade B and was given grade C and told there wasn’t any grade B’s available but again was told by the manager on the phone prior to driving there that he had all three grade B’s there and would have them set aside for me for when I hit there. 

It appears this brings you to the Telus website and requires a My Telus account. Please diregard my suggestion unless it’s updated by Koodo.

If you feel like what the manager promised you was not honored, you might want to file a formal complaint using Koodo’s escalation process. Write down the timeline and details (who said what, when, and any proof you have), then submit it through their “Inquiries and Resolutions” form online. That sometimes gets higher-ups to review the situation and can result in a callback or a better resolution.

More info: https://www.koodomobile.com/en/services/inquiries?INTCMP=KMNew_CRTCWirelessCode_CCTS

I understand your frustration. However, if you chose to enter into a contract despite knowing the original offer wasn’t honored, it will be difficult to dispute. I assume there wasn’t any written communication between you and the manager? 

At this point, as others have mentioned, the best course of action is to initiate a return or refund.

The link doesn’t exist though. 

Nice catch ​@Dinh, I mean to refer to the  “Inquiries and Resolutions” form online.

Also, while specific mention of "B" and "C" grades for Koodo's Certified Pre-Owned (CPO) phones does not appear explicitly on Koodo's official website pages I think OP is refering to this : 

The manager specifically referred to the condition grades as A,B and C. The box’s were clearly marked as such as well. 

Nice catch ​@Dinh, I mean to refer to the  “Inquiries and Resolutions” form online.

Also, while specific mention of "B" and "C" grades for Koodo's Certified Pre-Owned (CPO) phones does not appear explicitly on Koodo's official website pages I think OP is refering to this : 

 

However you’re getting your info, I would just give it a quick double check as if you’re referring to Inquiries and Resolutions | Koodo Mobile it has needed some updating. It will bring you instead to the Telus website which requires a My Telus account to login and begin a business support request or to contact the Telus support team which a Koodo customer can’t use - I wouldn’t suggest using this.

The manager probably just had their own version of the grades of the devices as it is easier to sell from a salesman standpoint. People understand letter grades of phones better rather than the specifics of the website. I have done this before to simplify things, but they match the standards online such as “A Tier” being Like-new.

Seems the manager did not give you all the specifics as when fees get “waived”, it is standard that connection fees show on the bill, you pay them, and then you’re credited back. None the less, you should go and return them while you still can.

Hey Olivier, I saw that it was redirecting to Telus’s website but I thought it was on purpose. FYI, my info came from Koodo’s website, more specifically : https://www.koodomobile.com/en/services/crtc-wireless-code?INTCMP=KMNew_FooterLINK_CRTCWirelessCode

Already contacted us?

If you've already contacted Koodo but your issue isn't solved then you can escalate it here. We try to provide the best service possible, but we get that some problems are harder to solve than others. If you've tried to resolve an issue without success you can take a look at further options. 

Hi ​@jRcraig 

Thank you for taking the time to share your feedback and the experience you had with the purchases.

This is definitely not the kind of experience we would like you to have.

We have looked into it and based on the notes we can confirm that a connection fee refund was promised once the bill is issued, however we don’t see more details about the grade the phone that was offered.

Just to double check, the grade of the phones was offered by the same manager or rep over the phone, who promised the connection fee refund?

Thank you for the response. I spoke to the manager at the Koodo store in Saint John NB at the McAllister mall. He promised me 3 phones that were condition grade “B” and I was given 3 phones that were condition grade “C” the cosmetic condition is horrible and the battery life is horrible. These were not the phone I was promised on the phone by the manager. He also told me all three phones”B” grade phones would be set asside for me with my name on them for when I arrived. I drove an hour and twenty mins to get there to be told they only had grade “C” and that the manager was in a meeting and unavailable. I spent 6 HOURS standing , waiting for these phones to be ready and the rude salesman would leave for long period of times. 

The best way is to speak with the store manager, but it would be a hassle considering your drive to the store.

If Koodo is still unable to resolve your issue, you may want to escalate your concern to the management team by filling out this form.

What is the battery life % on these phones? 

Also, ​@MilkyWay, is that form the official Koodo complaint form?

Yes, it is mainly used for Telus customers, but Koodo customers can click the “Koodo” button below “Mobility” and “Home Services” to complete the form.