Purchased a iPhone XS max ‘like new’ CPO in mid September for son off the website. Worked well but shut off 2 separate times during first 3-4 weeks, both times when battery level was ~10%; figured that this was due to low battery level thus advised son to charge phone daily to avoid same issue. Same ‘shut off’ continued to happen until last week when phone cannot stay on at all.
Called Koodo online and were referred to Apple customer service who when contacted said that since the phone was bought through Koodo, that the warranty was with them (note that the phone came with a 1 year warranty by koodo). Proceeded to contact Koodo via call back & Twitter who advised us to go to Telus store. On Nov 4, we did go to store located in Place Vertu shopping center whose rep stated that they do not have a technician to repair/look at phones. He suggested going to kiosk in same mall and asking the rep there; that was done as well. The rep called his manager who phoned Koodo customer service and was told to have the phone looked at a telus store with a technician available. The Koodo phone rep told us to go to the Telus in the Rockland shopping center. We did on Nov 10 (yesterday) and heard the same story: no technician and call Koodo. A call-back was scheduled for 8.00pm EST at which point the rep reviewed the issue and suggested we needed to have the phone looked at by a technician; he told us to go to the store in Carrefour Laval or Place Alexis-Nihon as those stores supposedly had a technician who would be able to evaluate the phone - he also scheduled a call back to my son for noon today.
My son spoke to the Carrefour Laval store who told him that they do not evaluate phones - he waited for the callback with Koodo and re-explained everything. Koodo phoned the store themselves and told my son that they had organized an assessment of his phone at this store. My son called the store again before leaving (it is 15 km away from our home) and when the rep found out the phone was an apple, he replied that they only look at android models. My son was on the phone with Koodo for 3 hours this afternoon with ZERO results in rectifying this issue.
I understand that we are past the 15-30 day return window but this is ~day 50 of a phone that will cost in excess of 550$ and there does not seem to be a plan in place to honor the warranty. Have had 3 lines with Koodo for more than 12 years within a family plan and this is sadly a horrible and frustrating way to treat a loyal customer.
I am waiting for another callback this evening but I would appreciate any input. Perhaps the consumer protection office may have some thoughts here in la belle province.
C and family