If you’re having problems with your phone or a feature isn’t working, the first thing you should do is check out your phone’s User Guide for help. If that doesn’t work, a Koodo Service Centre at any Koodo Shop is equipped to help you repair or replace your phone while it’s under warranty.
The chart below should help you figure out what service you need and what it’ll cost.
Keep in mind that it’s your responsibility to record and erase all info (e.g. texts, images, ringtones, contacts, etc.) from any phone you return to us. Loaner phones, and any other phones you return, may be used by other customers. Koodo is not responsible for any personal info left on a phone and will not guarantee that personal info left on a phone will be erased.
All Koodo phones come with a 1-year Manufacturer’s Warranty**, except our Certified Pre-Owned Phones. Koodo Certified Pre-Owned Phones purchased after April 5, 2013 come with a 6-month limited warranty for iPhone and a 1-year limited warranty for all other phones.
Track Your Repair
Learn the status of any existing repairs by logging in to Self Serve, and clicking "Track Repairs" under the Mobile Phone tab. If you don`t have a Self Serve account, you track your repair here.
|Type of repair
||What to do
Warranty mobile phone repair
(15 days or less after purchase)
Return your defective Koodo phone, free of damage and in its original condition, with proof of purchase. If you purchased your phone at a Koodo Shop, you can return it to any Koodo Shop location. If you purchased your phone at a Retail location, you must return it to the original purchase location.
If you bought your phone through koodomobile.com, please call us at *611 from your Koodo phone or toll free at 1-866-99-KOODO (1-866-995-6636) and ask for a Return Mailer. We’ll immediately send you a prepaid envelope so that you can return your phone to us, without any cost to you.
Warranty mobile phone repair
(More than 15 days after purchase)
Go to a Koodo Shop with your phone and proof of purchase. If your phone is sent out for repairs, you have the option of using a loaner phone until you get yours back.
If you can’t make it to a Koodo Shop (because your far away from one), call us at *611 from your Koodo phone or toll free at 1-866-99-KOODO (1-866-995-6636) and request a Return Mailer.
Return Mailer - We will send you a pre-paid Return mailer so that you can send us back your phone. Upon return and inspection of your phone we will send you a replacement device, provided the warranty has not been voided.
Note: If your phone has the following damage it will not be covered under warranty: Liquid or heat damage, dents, or cracks on the handset body or screen, cracked or bleeding LCD display, damaged keyboard or keys, damaged headset or charging posts, multiple scratches or heavy scratching on the display or touch areas; it will be returned to you without an exchange.
Note regarding accessories – Remove all accessories (including the battery, back cover and charger) and keep these items with you. If you do send them in, they might not be returned to you.
Provided the warranty hasn’t expired, there’s no charge for the repair if the defect is covered under the Manufacturer’s Warranty.
A loaner phone is available while your phone is being fixed. Please visit a participating Koodo Shop for more details.
There’s no charge for a Return Mailer.
Note: You’ll be responsible for transferring all personal content (images, ringtones, contacts, etc.) over to your replacement phone if you choose the Return Mailer
Out-of-warranty phone repair
(Expired warranty and/or issues not covered by the Manufacturer’s Warranty)
Go to a Koodo Shop with your phone and proof of purchase. Or, if you can’t make it to a Koodo Shop, call us at *611 from your Koodo phone or toll free at 1-866-99-KOODO (1-866-995-6636) to discuss further options.
The Koodo Shop will send your phone for repair and will provide you with an estimate for additional costs for the repair
Warranty accessory repair
For an accessory purchased through a Koodo Shop or at koodomobile.com, go to a Koodo Shop with your defective accessory and proof of purchase, or call us at *611 from your Koodo phone, or toll free at 1-866-99-KOODO (1-866-995-6636). If there’s no visible sign of misuse, the accessory will be replaced.
Koodo only covers accessories purchased at a Koodo Shop or koodomobile.com.
Provided the warranty hasn’t expired, there’s no charge for a replacement if the defect is covered under the Manufacturer’s Warranty.
You can find a copy of the Manufacturer’s Warranty in your mobile phone’s box. Here are some things that aren’t covered by the Manufacturer’s Warranty:
Mobile phones aren’t swimmers. If they get wet, they have very little chance of surviving and are not covered by warranty.
Common causes for moisture damage include:
- Being dropped in water or on a wet car floor
- Spilling liquid on the phone
- Rain, fog or mist droplets
- Leaving the phone on moist surfaces like countertops
- Body perspiration, which can cause the main circuit board to rust
- Water condensation caused by leaving the phone in the bathroom while taking a shower, or by leaving the phone in a vehicle overnight
Things you should know:
- Problems caused by moisture may not occur immediately
- Often corrosion will appear on the phone charging port
- Only Reps at a Koodo Service Centre can open your phone to check for moisture damage.
If your mobile phone is damaged due to neglect or abuse, it won’t be covered by the Manufacturer’s Warranty.
Some examples or physical damage include:
- Broken LCD screen
- Broken flip
- Damage to housing
- Broken charging port
- Warped internal components
- Bent / cracked main board
Things you should know:
- You can damage your phone by carrying it in a pocket, especially with other items like keys
- Damage can occur when a phone is repeatedly knocked by items in a purse, knapsack or briefcase
Looking for this answer on Koodo Prepaid? Click Here.
*Not applicable in Nova Scotia
**Alcatel phones come with a 2-year Manufacturer’s Warranty.