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Hi!

I had called Koodo last week and after talking to loyalty I had agreed to sign a contract on an S24 FE as part of a promotion.  I received the phone today.  However, when I opened up the box it came in a brown box with it advertised as a Certified Pre-owned phone!  I did not buy a certified pre-owned phone, none of the terms in the email confirmations we got and phone call we had stated that it was a certified pre-owned phone.  I never would have agreed to the contract if it was for a Certified Pre-owned phone.  On top of that, there were no accessories (which make sense if it was a pre-owned phone though).

What can be done so that the correct device is sent to the customer, and that I receive the correct new phone rather than a Certified Pre-owned phone?  I wonder how many other Koodo users there are out there that received a Certified Pre-owned phone rather than a brand new phone as part of this promotion, when they were never told that it was a Certified Pre-owned phone.  This is unacceptable and a “bait-and-switch” to get a customer to renew a 2 year contract with Koodo for a misleading phone.  If I had known, I would have gotten a phone separately and given myself the flexibility to leave Koodo.

Thanks,

J

Edit:  After further looking into it using the IMEI, the phone given and ordered was an S23 FE rather than an S24 FE (The S24 FE was agreed on the phone with loyalty).  While the “correct” phone was sent based on the emails sent, the loyalty rep had given false information and stated that the phone deal was for an S24 FE rather than an S23 FE, which still makes this a valid concern.  If this concern needs to be addressed to a particular email or phone number, please let me know.  Thanks!

You will need to request a callback via koodo assist and speak with a rep. Hopefully they have a recording of the call. 

https://koodomobile.com/help

 

You will need to request a callback via koodo assist and speak with a rep. Hopefully they have a recording of the call. 

https://koodomobile.com/help

 

Thanks, I have done that and hopefully all is resolved one way or another shortly.  Will update if anything important comes from the conversation.

I had a call with Koodo today and after talking to multiple individuals they noted that the previous rep made an error when ordering my phone (they ordered the wrong phone).  I have exchanged the phone I received for the correct phone instead - apparently it isn’t an uncommon issue around Black Friday.  Thanks for everyone’s help.

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