Tom Harris Telus and Koodo Store 2401C Millstream Rd #147 Victoria BC V9B 3R5 review: bib mobile phone program problems returning phone as per signed telus agreement

Our account [protected] Mobile [protected] Serial #[protected] Device iphone black 64 GB Account and Applecare extended warranty. Closed 21 Nov. 2022.Store Telus at Millstream Victoria BC

Phone returned at the end of 2 year contract. Phone examined and we were told it couldn't be returned under the BIB mobile phone program. The phone was in an otter box phone case. The phone had been cleaned of data was fully charged and all functions worked. Service person 'Ethan gave the phone back saying the case was scratched and the glass was cracked. I also returned my phone which was on the same account, which he took to his manager to be examined. Mine was returned but Ethan never took the above phone [protected] to his manager. We could not see a crack and the case had a slight scratch which was only viewable when the case was taken apart . We were not aware of these marks. I returned the next day., The phone was shown to the manager and he said it could be sent back. Ethan had closed our fully paid account the day before. I was told the phone was acceptable under the Telus agreement document we had signed " Good working condition means - A device in good working condition will perform basic functions -It powers on and can navigate properly to the home screen. The male manager said as the account was closed he would have to follow this up and would phone later that afternoon. We received no call .A week later I went in and talked with saleslady VESA. She said she would look into this and call me. No call was received. Several phone messages were left with telus No return calls received. Telus called back on saying they would be in touch today. 2nd Dec 2022. No calls received .I attended the store and spoke with ETHAN. I explained the situation. I asked if the manager was in?. He had gone home at 4.00.pm It was the managers last day at that store. I asked where the phone is sent?. He was very unhelpful saying he didn't know about the phone?. Was a manager in tomorrow?, he didn't know , had the phone been returned? ' he didn't know, he was asked to check as I had been told it had been packaged up to be sent off. He checked and said it was not there. Did he know if it had been sent for return?, he didn't know. I told him I would be taking this matter further I asked for the managers number . He said I could have the email only. He gave me the e mail as Leslie.[protected]@tomharris.com He did not know when he would be in.