We got two new lines and two refurbished phones (iPhone 13 Pro Max) from Koodo as part of a black friday campaign. One of the phones was fine, but the other had a small crack at the bottom of the screen. We reported the issue and sent photos. From what I understand, our request was approved, and I received an email saying the replacement phone had been shipped, along with return instructions.

However, after three weeks and about 7-8 calls with customer representatives, I still haven’t received the delivery tracking number for the shipped phone. In fact, the last representative told me it hadn’t even been shipped yet, and I should wait.

As a result, I’m stuck with the defective phone that Koodo promised to replace. I’m incredibly frustrated by this situation and have never experienced such poor-quality service. I’ll be pursuing this issue further, including reaching out to Telus executives, filing a BBB complaint, and, if necessary, pursuing legal action in court.