fido/content on false false [Cookie] = [dtCookie=8ADD0994B9480B08D503C2EDA8417D72] [Akamai-Origin-Hop] = [2] [Accept] = [text/html,application/xhtml+xml,application/xml;q=0.9,*/*;q=0.8] [User-Agent] = [CCBot/2.0 (https://commoncrawl.org/faq/)] [Connection] = [Keep-Alive] [Host] = [www.fido.ca] [Pragma] = [no-cache] [Accept-Encoding] = [gzip] [x-dtinit] = [true] [X-WebLogic-Force-JVMID] = [1937540491] [True-Client-IP] = [54.234.228.78] [Via] = [1.1 v1-akamaitech.net(ghost) (AkamaiGHost), 1.1 akamai.net(ghost) (AkamaiGHost)] [X-Akamai-Edgescape] = [georegion=288,country_code=US,region_code=VA,city=ASHBURN,dma=511,pmsa=8840,msa=8872,areacode=703,county=LOUDOUN,fips=51107,lat=39.0438,long=-77.4879,timezone=EST,zip=20146-20149,continent=NA,throughput=vhigh,bw=5000,network=aws,asnum=14618,network_type=hosted,location_id=0] [X-dynaTrace] = [FW1;1970801308;793794126;24420697;2;793794126;24420697;3] [TE] = [chunked;q=1.0] [X-Akamai-CONFIG-LOG-DETAIL] = [true] [X-WebLogic-KeepAliveSecs] = [30] [Cache-Control] = [no-cache, max-age=0] [Proxy-Client-IP] = [54.234.228.78, 184.51.35.233] [X-dynaTrace-Application] = [Fido.ca] [X-Forwarded-For] = [54.234.228.78, 184.51.35.233] content accessories-warranty MOBILE mobile getcurious getcurious_cbm Tablets tablets setLanguage en Tablets Plan tablets_plan setLanguage en iphone iphone setLanguage en iphone compare iphone_compare setLanguage en INTERNET /homeinternet promotions support getcurious_faq Store Locator storelocator easyloginriverpage fido fido /login /pages/#/logout /web/Fido.portal?_nfpb=true&_pageLabel=ShoppingCart # /web/Fido.portal?_nfpb=true&_pageLabel=fido_search&Ntt= signin-interceptor <li class="visible-xs"><a href="/consumer/storelocator">FIND A STORE</a></li> <li class="visible-xs"><a href="/consumer/storelocator">TROUVER UN MAGASIN</a></li> <li id="shopcart"><a title="Shopping cart" href="/web/Fido.portal?_nfpb=true&_pageLabel=ShoppingCart" data-count="$itemsInCart$"><i class="rui-icon-cart"></i><span class="sr-only">shopping cart</span></a></li> <li id="search"><a title="Search" href="#" data-toggle="modal" data-target="#modal-typeahead"><i class="rui-icon-search"></i> Search</a></li> <li id="shopcart"><a title="Shopping cart" href="/web/Fido.portal?_nfpb=true&_pageLabel=ShoppingCart" data-count="$itemsInCart$"><i class="rui-icon-cart"></i><span class="sr-only">shopping cart</span></a></li> <li id="search"><a title="Search" href="#" data-toggle="modal" data-target="#modal-typeahead"><i class="rui-icon-search"></i> Recherche</a></li> <div id="shopcart-mob"><a title="Shopping cart" href="/web/Fido.portal?_nfpb=true&_pageLabel=ShoppingCart" data-count="$itemsInCart$"><i class="rui-icon-cart"></i><span class="sr-only">shopping cart</span></a></div> <div id="search-mob"><a title="Search" href="#" data-toggle="modal" data-target="#modal-typeahead"><i class="rui-icon-search"></i><span class="sr-only">search</span></a></div> <div id="shopcart-mob"><a title="Shopping cart" href="/web/Fido.portal?_nfpb=true&_pageLabel=ShoppingCart" data-count="$itemsInCart$"><i class="rui-icon-cart"></i><span class="sr-only">shopping cart</span></a></div> <div id="search-mob"><a title="Search" href="#" data-toggle="modal" data-target="#modal-typeahead"><i class="rui-icon-search"></i><span class="sr-only">Recherche</span></a></div> en fr ab bc mb nb nl ns on pe qc sk on 8ADD0994B9480B08D503C2EDA8417D72

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com.rogers.livesite.controller.form.EmailArticleFormController sendEmailArticle fido/content on false false component.support.content.article. [Cookie] = [dtCookie=8ADD0994B9480B08D503C2EDA8417D72] [Akamai-Origin-Hop] = [2] [Accept] = [text/html,application/xhtml+xml,application/xml;q=0.9,*/*;q=0.8] [User-Agent] = [CCBot/2.0 (https://commoncrawl.org/faq/)] [Connection] = [Keep-Alive] [Host] = [www.fido.ca] [Pragma] = [no-cache] [Accept-Encoding] = [gzip] [x-dtinit] = [true] [X-WebLogic-Force-JVMID] = [1937540491] [True-Client-IP] = [54.234.228.78] [Via] = [1.1 v1-akamaitech.net(ghost) (AkamaiGHost), 1.1 akamai.net(ghost) (AkamaiGHost)] [X-Akamai-Edgescape] = [georegion=288,country_code=US,region_code=VA,city=ASHBURN,dma=511,pmsa=8840,msa=8872,areacode=703,county=LOUDOUN,fips=51107,lat=39.0438,long=-77.4879,timezone=EST,zip=20146-20149,continent=NA,throughput=vhigh,bw=5000,network=aws,asnum=14618,network_type=hosted,location_id=0] [X-dynaTrace] = [FW1;1970801308;793794126;24420697;2;793794126;24420697;3] [TE] = [chunked;q=1.0] [X-Akamai-CONFIG-LOG-DETAIL] = [true] [X-WebLogic-KeepAliveSecs] = [30] [Cache-Control] = [no-cache, max-age=0] [Proxy-Client-IP] = [54.234.228.78, 184.51.35.233] [X-dynaTrace-Application] = [Fido.ca] [X-Forwarded-For] = [54.234.228.78, 184.51.35.233] content accessories-warranty on 8ADD0994B9480B08D503C2EDA8417D72 /default/main/internet/fido/WORKAREA/common en_US j6ho4rjw 2017-08-24 18:33:03 true site/support j6ho4rjw templatedata/site/support/data/mobile/accessories-warranty 1524082203 2018-04-18 16:10:37 /default/main/internet/fido/STAGING /default/main/internet/fido accessories-warranty 1504775895127 2018-04-18 16:10:37 /default/main/internet/fido/WORKAREA/common/templatedata/site/support/data/mobile/accessories-warranty templatedata/site/support/data/mobile/accessories-warranty 1 true accessories-warranty ab, bc, mb, nb, nl, ns, nt, nu, on, pe, qc, sk, yt en, fr Mobile GetStarted customer faqs LifeCycleStage PreInstallation 1446434676854 Satisfaction guarantee on accessory | Fido Support Fido offers you a 15-day satisfaction guarantee if you are not satisfied with the accessory recently purchased and a 1-year after-sales manufacturer's warranty from the date of purchase, whether the accessory was included in the box with your phone or purchased separately. Satisfaction guarantee on accessory <!-- /* BLOCK */ .article-block { margin-top:30px; margin-bottom:30px;} .modal-content p { font-size:14px; font-weight:100;} .alert { max-width:inherit;} --> <!-- BLOCK [START] --> <div class="article-block"> <p>Fido offers you a 15-day satisfaction guarantee if you are not satisfied with the accessory recently purchased and a 1-year after-sales manufacturer's warranty from the date of purchase, whether the accessory was included in the box with your phone or purchased separately.</p> <p>We also offer the Fido satisfaction guarantee and manufacturer's warranty on <a href="/web/content/phonewarranty/satisfaction_guarantee_and_warranty">phones, smartphone and Fido Home Phone and Internet devices</a>.</p> </div> <!-- BLOCK [END] --> <!-- BLOCK [START] --> <div class="article-block"> <h3>Do you have an Apple iPhone accessory?</h3> <ul> <li>Refer to the <a href="http://www.apple.com/ca/support/iphone/">Apple</a> website.</li> </ul> <h3>Conditions to be eligible for the Fido 15-day satisfaction guarantee:</h3> <ul> <li>Your request must be made <span class="txtb">within 15 days from the original date of purchase</span>. <ul> <li>If purchased at the store, count 15 days from the purchase date.</li> <li>If purchased from customer service or on fido.ca, count 15 days from the date the order was shipped.</li> </ul> </li> <li>You must return all items of the original purchase, meaning the original box and all of its contents(charger if any, user guide, cables, bag, etc.), <span class="txtb"> in complete and original condition.</span></li> <li>You must have the <span class="txtb">original proof of purchase</span>.</li> </ul> </div> <!-- BLOCK [END] --> <div class="support-divider-primary">&nbsp;</div> <!-- BLOCK [START] --> <div class="article-block"> <h4>Exchanging a defective accessory that <span class="underline">was included in the phone box</span> (if you are eligible):</h4> <!-- BOX [START] --> <div class="gray-bg"> <h3>Things to Know</h3> <ul> <li>An accessory is no longer under warranty if you have lost the proof of purchase or the item is damaged due to <a class="support-modal" rel="#scenario5" href="#">abusive usage</a>. </li> </ul> </div> <!-- BOX [END] --> <!-- ACCORDION 1 [START] --> <div class="faq-container"> <div class="faq-question"> <h3>For purchases made in-store</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer1" class="collapse"> <div class="faq-answer"><!-- BOX [START] --> <div class="gray-bg"> <h3>Things to Know</h3> <ul> <li>The cash receipt is the proof of purchase.</li> </ul> </div> <!-- BOX [END] --> <div class="article-block"> <h4>How to proceed</h4> <ul> <li>You must complete the exchange at the original point of sale.</li> </ul> </div> </div> </div> </div> <!-- ACCORDION 1 [END] --> <!-- ACCORDION 2 [START] --> <div class="faq-container"> <div class="faq-question"> <h3>For purchases made on fido.ca</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer2" class="collapse"> <div class="faq-answer"><!-- BOX [START] --> <div class="gray-bg"> <h3>Things to Know</h3> <ul> <li>The warranty letter is the proof of purchase.</li> <li>Once you receive the replacement, you will need to use the UPS or Canada Post <a href="/cms/pdf/PDF_lettre_waybill.pdf" target="_blank">prepaid return waybill</a> found in the original box. What to do if you have <a class="support-modal" rel="#scenario6" href="#">lost the prepaid waybill</a>. </li> </ul> </div> <!-- BOX [END] --> <!-- BLOCK [START] --> <div class="article-block"> <h4>How to proceed</h4> <ul> <li>Contact us free of charge, at <span class="txtb">6-1-1</span>, from your Fido phone or <span class="txtb">1-888-481-3436</span> from any other phone.</li> </ul> </div> <!-- BLOCK [END] --></div> </div> </div> <!-- ACCORDION 2 [END] --> <br /> <div class="support-divider-primary">&nbsp;</div> <!-- BLOCK [START] --> <div class="article-block"> <h4>Exchanging or returning an accessory <span class="underline">sold separately</span> (if you are eligible):</h4> <div class="gray-bg"> <h3>Things to Know</h3> <ul> <li>An accessory is no longer under warranty if you have lost the proof of purchase or the item is damaged due to <a class="support-modal" rel="#scenario5" href="#">abusive usage</a>.</li> </ul> </div> </div> <!-- BLOCK [END] --> <!-- ACCORDION 3 [START] --> <div class="faq-container"> <div class="faq-question"> <h3>For purchases made in store</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer3" class="collapse"> <div class="faq-answer"><!-- BOX [START] --> <div class="gray-bg"> <h3>Things to Know</h3> <ul> <li>The cash receipt is the proof of purchase.</li> <li>You will be refunded by the same method of payment.</li> </ul> </div> <!-- BOX [END] --> <!-- BLOCK [START] --> <div class="article-block"> <h4>How to proceed</h4> <ul> <li>The exchange or return needs to be processed at the original point of sale.</li> </ul> </div> <!-- BLOCK [END] --> <!-- BLOCK [START] --> <div class="article-block"> <h4>If you already have a Fido account:</h4> <h4>How to proceed</h4> <ul> <li>Contact us free of charge at <span>6-1-1</span>, from your Fido phone or <span>1-888-481-3436</span> from any other phone.</li> </ul> </div> <!-- BLOCK [END] --></div> </div> </div> <!-- ACCORDION 3 [END] --> <!-- ACCORDION 4 [START] --> <div class="faq-container"> <div class="faq-question"> <h3>For purchases made over the phone (Customer Service) or on fido.ca</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer4" class="collapse"> <div class="faq-answer"><!-- BOX [START] --> <div class="gray-bg"> <h3>Things to Know</h3> <ul> <li>The warranty letter is the proof of purchase.</li> <li>If your email is registered, you will receive an <a href="/cms/pdf/PDF_Hardwareordershipmentconfirmation_wif.pdf" target="_blank">automated hardware order confirmation</a> email for either your exchange or return.</li> <li><span class="txtb">For an exchange:</span> <ul> <li>The cost of the replacement accessory will be temporarily charged to your account at the time of shipping and then credited as soon as the returned equipment is received at the warehouse.</li> <li>You must return the original accessory within 10 days of receiving the replacement item.</li> <li>Once you receive the replacement, you will need to use the UPS or Canada Post prepaid return waybill found in the original box. What to do if you have <a class="support-modal" rel="#scenario6" href="#">lost the prepaid waybill</a></li> </ul> </li> <li><span class="txtb">For a return:</span> <ul> <li>The refund will be processed automatically upon receipt of the accessory at the warehouse if the accessory is in <span class="txtb">complete and original condition.</span></li> </ul> </li> <li>If paid by credit card: <ul> <li> The credit will be applied to your account, if your account is still active. Otherwise, the reimbursement will be applied on the original credit card used for the payment.</li> </ul> </li> <li>If paid cash on delivery (COD) or charged to your invoice: <ul> <li>The reimbursement will be applied to your account.</li> </ul> </li> </ul> </div> <!-- BOX [END] --> <!-- BLOCK [START] --> <div class="article-block"> <h4>How to proceed</h4> <ul> <li><span class="txtb">For an exchange</span> <ul> <li>Contact us free of charge at 6-1-1, from your Fido phone or <span>1-888-481-3436</span> from any other phone.</li> </ul> </li> <li><span class="txtb">For a return</span> <ul> <li>Return the accessory(including all items of the original purchase) by using the <a href="/cms/pdf/PDF_lettre_waybill.pdf" target="_blank">prepaid return waybill</a> found in the original order package. <ul> <li>Write down the return tracking number. </li> </ul> </li> </ul> </li> </ul> </div> <!-- BLOCK [END] --></div> </div> </div> <!-- ACCORDION 4 [END] --></div> <!-- BLOCK [END] --> <div class="support-divider-primary">&nbsp;</div> <!-- BLOCK [START] --> <div class="article-block"> <h4>Not eligible for an exchange or a refund:</h4> <ul> <li>Exchanges for another model or returns for refund are only possible if you are eligible for the 15-day satisfaction guarantee. If your accessory is defective, Fido offers you an after-sales manufacturer's warranty. </li> </ul> <!-- ACCORDION 5 [START] --> <div class="faq-container"> <div class="faq-question"> <h3>Accessories included in the box with your phone</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer5" class="collapse"> <div class="faq-answer"> <p>The after-sales manufacturer's warranty covers problems or malfunctions due to a manufacturer's defect for any accessory included in the box with your phone purchased through Fido from 16 days up to 365 days from the date of purchase.</p> <!-- BOX [START] --> <div class="gray-bg"> <h3>Things to Know</h3> <ul> <li>The proof of purchase is mandatory: <ul> <li>The cash receipt if the accessory was purchased in store.</li> <li>The warranty letter if the accessory was purchased on fido.ca.</li> </ul> </li> <li>The accessory is no longer under warranty if you have lost the proof of purchase or the item is damaged due to <a class="support-modal" rel="#scenario5" href="#">abusive usage</a>. </li> <li>If you reside at least 50 km away from a <a href="/web/Fido.portal?_nfpb=true&amp;_pageLabel=StoreLocator" target="_blank">Fido store</a> location, call us free of charge at <span class="txtb">6-1-1</span>, from your Fido phone or <span class="txtb">1-888-481-3436</span> from any other phone to proceed with the exchange.</li> </ul> </div> <!-- BOX [END] --> <!-- BLOCK [START] --> <div class="article-block"> <h4>How to proceed</h4> <p>If your accessory is defective during the first year after purchase, you can take advantage of our <a href="/web/content/phonewarranty/phone_loan">repair program</a>. Simply bring your accessory to any participating Fido store and we will send it for repair. The original proof of purchase is always required.</p> </div> <!-- BLOCK [END] --></div> </div> </div> <!-- ACCORDION 5 [END] --> <!-- ACCORDION 6 [START] --> <div class="faq-container"> <div class="faq-question"> <h3>Accessories sold separately</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer6" class="collapse"> <div class="faq-answer"> <p>The Fido after-sales manufacturer's warranty covers problems or malfunctions due to a manufacturer's defect for any accessory purchased through Fido from 16 days up to 365 days from the date of purchase.</p> <!-- BOX [START] --> <div class="gray-bg"> <h3>Things to Know</h3> <ul> <li>Your proof of purchase is mandatory: <ul> <li>If the accessory was purchased in-store, your proof of purchase is the cash receipt.</li> <li>If it was purchased over the phone (Customer Service) or on fido.ca, the warranty letter is your proof of purchase.</li> </ul> </li> <li>The item can only be exchanged if defective. It is no longer under warranty if you have lost the proof of purchase or the item is damaged due to <a class="support-modal" rel="#scenario5" href="#">abusive usage</a>.</li> </ul> </div> <!-- BOX [START] --> <h4>How to proceed</h4> <p>Between <span class="txtb">16 and 30 days</span> from the date of purchase</p> <p><span class="txtb">For purchases made in store</span></p> <ul> <li>The exchange needs to be processed at the original point of sale.</li> </ul> <p><span class="txtb">For purchases made on fido.ca Contact us:</span></p> <ul> <li>Contact us free of charge at <span class="txtb">6-1-1</span>, from your Fido phone or <span class="txtb">1-888-481-3436</span> from any other phone.</li> </ul> <p>Between <span class="txtb">31 and 365 days</span> from the date of purchase</p> <ul> <li>Contact the manufacturer of your accessory directly to find out how it can be repaired.</li> </ul> </div> </div> </div> <!-- ACCORDION 5 [END] --></div> <!-- MODAL CONTENT [START] --> <div id="scenario5" class="modal fade" style="display: none;"> <div class="modal-dialog"> <div class="modal-content"> <div class="modal-header"><button class="close"> <span>X</span> </button> <h4 class="modal-title">Damages not covered by the 15-day satisfaction guarantee or manufacturer's warranty:</h4> </div> <div class="modal-body"> <ul> <li>Accidental damage or abuse, i.e., cracked/damaged faceplate.</li> <li>Physical damage or non-functioning phone due to external causes, such as corrosion or other, water damage, debris inside phone, etc.</li> <li>Physical damage to the display's liquid crystals, such as cracking, rupturing or discoloration in one or more places.</li> <li>Damage to internal parts, such as the battery, due to the application of excessive force applied to the terminal when attaching an external object to the phone, like a charger, headset or attachable camera.</li> <li>Test and/or use of accessories not sold by Fido.</li> <li>Cracks, scratches or faceplate color change due to long-time use.</li> </ul> </div> </div> </div> </div> <div id="scenario6" class="modal fade" style="display: none;"> <div class="modal-dialog"> <div class="modal-content"> <div class="modal-header"><button class="close"> <span>X</span> </button> <h4 class="modal-title">If you have lost your prepaid waybill</h4> </div> <div class="modal-body"> <p>You will have to ship the package at your own expense.</p> <p>You must send the package to the following address:</p> <ul> <li> <span class="txtb">SBE Canada Ltd</span><br /> 2300 Hogan Drive, Door 32<br /> Mississauga, ON<br /> L5N 0C8</li> </ul> </div> </div> </div> </div> <!-- MODAL CONTENT [END] --> Garantie de satisfaction pour accessoires| Fido Support Fido vous offre une garantie de satisfaction de 15 jours si vous n'etes pas satisfait de l'accessoire que vous avez achete recemment, ainsi qu'une garantie apres-vente du fabricant de un an a partir de la date d'achat, que l'accessoire ait ete inclus dans la boite ou achete separement. Garantie de satisfaction Fido pour les accessoires <!-- /* BLOCK */ .article-block { margin-top:30px; margin-bottom:30px;} .modal-content p { font-size:14px; font-weight:100;} .alert { max-width:inherit;} --> <!-- BLOCK [START] --> <div class="article-block"> <p>Fido vous offre une garantie de satisfaction de 15 jours si vous n'etes pas satisfait de l'accessoire que vous avez achete recemment, ainsi qu'une garantie apres-vente du fabricant de un an a partir de la date d'achat, que l'accessoire ait ete inclus dans la boite ou achete separement.</p> <p>Nous offrons aussi la garantie de satisfaction Fido et la garantie du fabricant pour les <a href="/web/content/phonewarranty/satisfaction_guarantee_and_warranty">telephones, telephones intelligents et les appareils Internet et pour la Telephonie residentielle de Fido</a>.</p> </div> <!-- BLOCK [END] --> <!-- BLOCK [START] --> <div class="article-block"> <h3>Avez-vous un accessoire iPhone d'Apple?</h3> <ul> <li>Referez-vous au site web d'<a href="http://www.apple.com/ca/support/iphone/">Apple</a>.</li> </ul> <h3>Criteres d'admissibilite pour la garantie de satisfaction Fido de 15 jours.</h3> <ul> <li>Votre demande doit etre faite <span class="txtb">dans les 15 jours suivant l'achat</span>. <ul> <li>Si l'accessoire a ete achete au magasin, comptez 15 jours a partir de la date d'achat.</li> <li>Si l'accessoire a ete achete par l'intermediaire du Service a la clientele ou de fido.ca, comptez 15 jours a partir de la date d'envoi.</li> </ul> </li> <li>Vous devez retourner tous les elements de l'achat d'origine, c'est-a-dire la boite d'origine et tous ses composants (chargeur, guide de l'utilisateur, cables, sac, etc.) <span class="txtb"> dans leur etat d'origine.</span></li> <li>Il faut avoir en main l'<span class="txtb">original de sa preuve d'achat.</span>.</li> </ul> </div> <!-- BLOCK [END] --> <div class="support-divider-primary">&nbsp;</div> <!-- BLOCK [START] --> <div class="article-block"> <h4>Echange d'un accessoire defectueux <span class="underline">qui se trouvait dans la boite du telephone</span> (a condition d'etre admissible)</h4> <!-- BOX [START] --> <div class="gray-bg"> <h3>Ce qu'il faut savoir</h3> <ul> <li>L'accessoire n'est plus sous garantie si vous avez perdu la preuve d'achat ou s'il a ete endommage a la suite d'une <a class="support-modal" rel="#scenario5" href="#">mauvais utilisation</a>. </li> </ul> </div> <!-- BOX [END] --> <!-- ACCORDION 1 [START] --> <div class="faq-container"> <div class="faq-question"> <h3>Pour les achats effectues en magasin</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer1" class="collapse"> <div class="faq-answer"><!-- BOX [START] --> <div class="gray-bg"> <h3>Ce qu'il faut savoir</h3> <ul> <li>Le recu de caisse est votre preuve d'achat.</li> </ul> </div> <!-- BOX [END] --> <div class="article-block"> <h4>Comment proceder</h4> <ul> <li>L'echange doit etre fait au meme point de vente ou l'accessoire a ete achete.</li> </ul> </div> </div> </div> </div> <!-- ACCORDION 1 [END] --> <!-- ACCORDION 2 [START] --> <div class="faq-container"> <div class="faq-question"> <h3>Pour les achats effectues sur fido.ca</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer2" class="collapse"> <div class="faq-answer"><!-- BOX [START] --> <div class="gray-bg"> <h3>Ce qu'il faut savoir</h3> <ul> <li>La lettre de garantie du telephone constitue la preuve d'achat.</li> <li>Une fois que vous avez recu l'accessoire de remplacement, vous devez utiliser le <a href="/cms/pdf/PDF_lettre_waybill.pdf" target="_blank">bordereau d'expedition prepaye</a> d'UPS ou de Postes Canada qui se trouve dans la boite d'origine. Marche a suivre si vous avez <a class="support-modal" rel="#scenario6" href="#">perdu le bordereau d'expedition prepaye</a>. </li> </ul> </div> <!-- BOX [END] --> <!-- BLOCK [START] --> <div class="article-block"> <h4>Comment proceder</h4> <ul> <li>Communiquez avec nous en composant sans frais le <span class="txtb">6-1-1</span> de votre telephone Fido ou le <span class="txtb">1-888-481-3436</span> de tout autre telephone.</li> </ul> </div> <!-- BLOCK [END] --></div> </div> </div> <!-- ACCORDION 2 [END] --> <br /> <div class="support-divider-primary">&nbsp;</div> <!-- BLOCK [START] --> <div class="article-block"> <h4>Echange ou retour d'un accessoire <span class="underline">vendu separement</span> (a condition d'etre admissible)</h4> <div class="gray-bg"> <h3>Ce qu'il faut savoir</h3> <ul> <li>L'accessoire n'est plus sous garantie si vous avez perdu la preuve d'achat ou s'il a ete endommage a la suite d'une <a class="support-modal" rel="#scenario5" href="#">mauvaise utilisation</a>.</li> </ul> </div> </div> <!-- BLOCK [END] --> <!-- ACCORDION 3 [START] --> <div class="faq-container"> <div class="faq-question"> <h3>Pour les achats en magasin</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer3" class="collapse"> <div class="faq-answer"><!-- BOX [START] --> <div class="gray-bg"> <h3>Ce qu'il faut savoir</h3> <ul> <li>Le recu de caisse est votre preuve d'achat.</li> <li>Le remboursement sera fait selon le meme mode de paiement que l'achat.</li> </ul> </div> <!-- BOX [END] --> <!-- BLOCK [START] --> <div class="article-block"> <h4>Comment proceder</h4> <ul> <li>L'echange ou le retour doit etre fait au meme point de vente ou l'accessoire a ete achete.</li> </ul> </div> <!-- BLOCK [END] --></div> </div> </div> <!-- ACCORDION 3 [END] --> <!-- ACCORDION 4 [START] --> <div class="faq-container"> <div class="faq-question"> <h3>Pour les achats par telephone (Service a la clientele) ou sur fido.ca</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer4" class="collapse"> <div class="faq-answer"><!-- BOX [START] --> <div class="gray-bg"> <h3>Ce qu'il faut savoir</h3> <ul> <li>La lettre de garantie constitue la preuve d'achat.</li> <li>Si vous nous avez fourni une adresse de courriel, vous recevrez une <a href="/cms/pdf/PDF_Hardwareordershipmentconfirmation_wif.pdf" target="_blank">confirmation de commande d'equipement automatisee</a> par courriel pour l'echange ou le retour.</li> <li><span class="txtb">Echange</span> <ul> <li>Dans le cas d'un echange, le cout de l'accessoire de remplacement sera temporairement facture a votre compte au moment de l'envoi et ce cout sera credite une fois que l'accessoire aura ete recu a notre entrepot.</li> <li>Vous devez retourner l'accessoire original dans les 10 jours suivant la reception de l'accessoire de remplacement.</li> <li>Une fois que vous avez recu l'accessoire de remplacement, vous devez utiliser le bordereau d'expedition prepaye d'UPS ou de Postes Canada qui se trouve dans la boite d'origine. Marche a suivre si vous avez <a class="support-modal" rel="#scenario6" href="#">perdu le bordereau d'expedition prepaye</a>.</li> </ul> </li> <li><span class="txtb">Retour</span> <ul> <li>Le remboursement sera traite automatiquement des la reception de l'accessoire dans son etat d'origine a notre entrepot.</li> </ul> </li> <li>Si l'accessoire a ete paye par carte de credit : <ul> <li>Le credit sera porte a votre compte, si celui-ci est encore actif. Sinon, le remboursement sera porte a la carte de credit que vous avez utilisee pour le paiement initial.</li> </ul> </li> <li>Si l'accessoire a ete paye a la livraison ou porte a votre compte : <ul> <li>Le remboursement sera porte a votre compte.</li> </ul> </li> </ul> </div> <!-- BOX [END] --> <!-- BLOCK [START] --> <div class="article-block"> <h4>Comment proceder</h4> <ul> <li><span class="txtb">Echange</span> <ul> <li>Communiquez avec nous en composant sans frais le <span>6-1-1</span> de votre telephone Fido ou le <span>1-888-481-3436</span> de tout autre telephone.</li> </ul> </li> <li><span class="txtb">Retour</span> <ul> <li>Retournez l'accessoire (avec tous les elements de l'achat d'origine) en utilisant le <a href="/cms/pdf/PDF_lettre_waybill.pdf" target="_blank">bordereau d'expedition prepaye</a> contenu dans la boite d'origine. <ul> <li>Prenez en note le numero de suivi du retour. </li> </ul> </li> </ul> </li> </ul> </div> <!-- BLOCK [END] --></div> </div> </div> <!-- ACCORDION 4 [END] --></div> <!-- BLOCK [END] --> <div class="support-divider-primary">&nbsp;</div> <!-- BLOCK [START] --> <div class="article-block"> <h4>Non admissible a un echange ou a un retour</h4> <ul> <li>Les echanges contre un modele different ou les retours contre un remboursement ne sont permis que si vous etes admissible a la garantie de satisfaction de 15 jours. Fido offre une garantie apres-vente du fabricant de un an si vous avez un accessoire defectueux. </li> </ul> <!-- ACCORDION 5 [START] --> <div class="faq-container"> <div class="faq-question"> <h3>Accessoires compris dans la boite avec votre telephone</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer5" class="collapse"> <div class="faq-answer"> <p>Le programme de garantie apres-vente du fabricant couvre les problemes et les anomalies attribuables a un defaut de fabrication des accessoires inclus dans la boite du telephone vendu par Fido entre les 16e et 365e jours suivant l'achat.</p> <!-- BOX [START] --> <div class="gray-bg"> <h3>Ce qu'il faut savoir</h3> <ul> <li>La preuve d'achat est obligatoire: <ul> <li>Le recu de caisse si l'accessoire a ete achete en magasin.</li> <li>La lettre de garantie si l'accessoire a ete achete sur fido.ca.</li> </ul> </li> <li>L'accessoire n'est plus sous garantie si vous avez perdu la preuve d'achat ou s'il a ete endommage a la suite d'une <a class="support-modal" rel="#scenario5" href="#">mauvaise utilisation</a>. </li> <li>Si vous residez a au moins 50 km d'un <a href="/web/Fido.portal?_nfpb=true&amp;_pageLabel=StoreLocator" target="_blank">magasin Fido</a> composez le <span class="txtb">6-1-1</span>a partir de votre telephone Fido ou le <span class="txtb">1-888-481-3436</span> de tout autre telephone pour echanger votre appareil.</li> </ul> </div> <!-- BOX [END] --> <!-- BLOCK [START] --> <div class="article-block"> <h4>Comment proceder</h4> <p>Pendant la premiere annee de l'achat, si votre accessoire est defectueux, vous pouvez profiter de notre <a href="/web/content/phonewarranty/phone_loan">programme de reparation</a>. Rendez-vous simplement a l'un de nos magasins Fido participants qui se chargera de l'envoyer en reparation. La preuve d'achat originale est toujours requise.</p> </div> <!-- BLOCK [END] --></div> </div> </div> <!-- ACCORDION 5 [END] --> <!-- ACCORDION 6 [START] --> <div class="faq-container"> <div class="faq-question"> <h3>Accessoires vendus separement</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer6" class="collapse"> <div class="faq-answer"> <p>Le programme de garantie apres-vente du fabricant couvre les problemes et les anomalies attribuables a un defaut de fabrication des accessoires vendus par Fido entre les 16e et 365e jours suivant l'achat.</p> <!-- BOX [START] --> <div class="gray-bg"> <h3>Ce qu'il faut savoir</h3> <ul> <li>La preuve d'achat est obligatoire: <ul> <li>Le recu de caisse si l'accessoire a ete achete en magasin.</li> <li>La lettre de garantie si l'achat s'est fait par telephone (Service a la clientele) ou sur fido.ca.</li> </ul> </li> <li>Les accessoires ne peuvent etre echanges que s'ils sont defectueux. Ils ne sont plus sous garantie si vous avez perdu la preuve d'achat ou s'ils ont ete endommages a la suite d'une <a class="support-modal" rel="#scenario5" href="#">mauvaise utilisation</a>.</li> </ul> </div> <!-- BOX [START] --> <h4>Comment proceder</h4> <p>Entre <span class="txtb">16 et 365 jours</span> suivant la date d'achat</p> <p><span class="txtb">Achats en magasin :</span></p> <ul> <li>L'echange doit etre fait au meme point de vente ou l'accessoire a ete achete.</li> </ul> <p><span class="txtb">Achats sur fido.ca - Pour nous joindre :</span></p> <ul> <li>Composez sans frais le <span class="txtb">6-1-1</span> a partir de votre telephone Fido ou le <span class="txtb">1-888-481-3436</span> de tout autre telephone.</li> </ul> <p>Entre <span class="txtb">31 et 365 jours</span> suivant la date d'achat</p> <ul> <li>Communiquez directement avec le fabricant de l'accessoire pour savoir si celui-ci peut etre repare.</li> </ul> </div> </div> </div> <!-- ACCORDION 5 [END] --></div> <!-- MODAL CONTENT [START] --> <div id="scenario5" class="modal fade" style="display: none;"> <div class="modal-dialog"> <div class="modal-content"> <div class="modal-header"><button class="close"> <span>X</span> </button> <h4 class="modal-title">Les dommages suivants ne sont pas couverts par la garantie de satisfaction de 15 jours ni par la garantie du fabricant :</h4> </div> <div class="modal-body"> <ul> <li>Dommages accidentels ou mauvaise utilisation (c.-a-d., couvercle fendu ou endommage)</li> <li>Dommages materiels ou mauvais fonctionnement attribuables a des elements exterieurs : rouille ou autres degats causes par l'eau, debris a l'interieur de l'appareil, etc.</li> <li>Dommages materiels a l'ecran ACL de l'appareil (fissures, cassures ou decoloration en de multiples endroits).</li> <li>Dommages causes aux composants internes, comme la pile, a la suite d'une force excessive appliquee au connecteur par l'intermediaire d'un peripherique, comme un chargeur, un ecouteur, un appareil photo a connecter, etc.</li> <li>Mise a l'essai ou utilisation d'accessoires non vendus par Fido.</li> <li>Fissures, egratignures ou decoloration du couvercle survenues au fil du temps.</li> </ul> </div> </div> </div> </div> <div id="scenario6" class="modal fade" style="display: none;"> <div class="modal-dialog"> <div class="modal-content"> <div class="modal-header"><button class="close"> <span>X</span> </button> <h4 class="modal-title">Si vous avez perdu votre bordereau d'expedition</h4> </div> <div class="modal-body"> <p>Vous devez retourner votre appareil a vos frais.<br /><br /> Envoyez le colis a l'adresse suivante :</p> <ul> <li> <span class="txtb">SBE Canada Ltd.</span><br /> 2300 Hogan Drive, porte 32<br /> Mississauga (Ontario)<br /> L5N 0C8</li> </ul> </div> </div> </div> </div> <!-- MODAL CONTENT [END] --> 6LfFoRATAAAAAF4k8pYifmzO12cKXzERsY-nUGdh

Satisfaction guarantee on accessory

Fido offers you a 15-day satisfaction guarantee if you are not satisfied with the accessory recently purchased and a 1-year after-sales manufacturer's warranty from the date of purchase, whether the accessory was included in the box with your phone or purchased separately.

We also offer the Fido satisfaction guarantee and manufacturer's warranty on phones, smartphone and Fido Home Phone and Internet devices.

Do you have an Apple iPhone accessory?

  • Refer to the Apple website.

Conditions to be eligible for the Fido 15-day satisfaction guarantee:

  • Your request must be made within 15 days from the original date of purchase.
    • If purchased at the store, count 15 days from the purchase date.
    • If purchased from customer service or on fido.ca, count 15 days from the date the order was shipped.
  • You must return all items of the original purchase, meaning the original box and all of its contents(charger if any, user guide, cables, bag, etc.), in complete and original condition.
  • You must have the original proof of purchase.
 

Exchanging a defective accessory that was included in the phone box (if you are eligible):

Things to Know

  • An accessory is no longer under warranty if you have lost the proof of purchase or the item is damaged due to abusive usage.

For purchases made in-store

Things to Know

  • The cash receipt is the proof of purchase.

How to proceed

  • You must complete the exchange at the original point of sale.

For purchases made on fido.ca

Things to Know

How to proceed

  • Contact us free of charge, at 6-1-1, from your Fido phone or 1-888-481-3436 from any other phone.

 

Exchanging or returning an accessory sold separately (if you are eligible):

Things to Know

  • An accessory is no longer under warranty if you have lost the proof of purchase or the item is damaged due to abusive usage.

For purchases made in store

Things to Know

  • The cash receipt is the proof of purchase.
  • You will be refunded by the same method of payment.

How to proceed

  • The exchange or return needs to be processed at the original point of sale.

If you already have a Fido account:

How to proceed

  • Contact us free of charge at 6-1-1, from your Fido phone or 1-888-481-3436 from any other phone.

For purchases made over the phone (Customer Service) or on fido.ca

Things to Know

  • The warranty letter is the proof of purchase.
  • If your email is registered, you will receive an automated hardware order confirmation email for either your exchange or return.
  • For an exchange:
    • The cost of the replacement accessory will be temporarily charged to your account at the time of shipping and then credited as soon as the returned equipment is received at the warehouse.
    • You must return the original accessory within 10 days of receiving the replacement item.
    • Once you receive the replacement, you will need to use the UPS or Canada Post prepaid return waybill found in the original box. What to do if you have lost the prepaid waybill
  • For a return:
    • The refund will be processed automatically upon receipt of the accessory at the warehouse if the accessory is in complete and original condition.
  • If paid by credit card:
    • The credit will be applied to your account, if your account is still active. Otherwise, the reimbursement will be applied on the original credit card used for the payment.
  • If paid cash on delivery (COD) or charged to your invoice:
    • The reimbursement will be applied to your account.

How to proceed

  • For an exchange
    • Contact us free of charge at 6-1-1, from your Fido phone or 1-888-481-3436 from any other phone.
  • For a return
    • Return the accessory(including all items of the original purchase) by using the prepaid return waybill found in the original order package.
      • Write down the return tracking number.
 

Not eligible for an exchange or a refund:

  • Exchanges for another model or returns for refund are only possible if you are eligible for the 15-day satisfaction guarantee. If your accessory is defective, Fido offers you an after-sales manufacturer's warranty.

Accessories included in the box with your phone

The after-sales manufacturer's warranty covers problems or malfunctions due to a manufacturer's defect for any accessory included in the box with your phone purchased through Fido from 16 days up to 365 days from the date of purchase.

Things to Know

  • The proof of purchase is mandatory:
    • The cash receipt if the accessory was purchased in store.
    • The warranty letter if the accessory was purchased on fido.ca.
  • The accessory is no longer under warranty if you have lost the proof of purchase or the item is damaged due to abusive usage.
  • If you reside at least 50 km away from a Fido store location, call us free of charge at 6-1-1, from your Fido phone or 1-888-481-3436 from any other phone to proceed with the exchange.

How to proceed

If your accessory is defective during the first year after purchase, you can take advantage of our repair program. Simply bring your accessory to any participating Fido store and we will send it for repair. The original proof of purchase is always required.

Accessories sold separately

The Fido after-sales manufacturer's warranty covers problems or malfunctions due to a manufacturer's defect for any accessory purchased through Fido from 16 days up to 365 days from the date of purchase.

Things to Know

  • Your proof of purchase is mandatory:
    • If the accessory was purchased in-store, your proof of purchase is the cash receipt.
    • If it was purchased over the phone (Customer Service) or on fido.ca, the warranty letter is your proof of purchase.
  • The item can only be exchanged if defective. It is no longer under warranty if you have lost the proof of purchase or the item is damaged due to abusive usage.

How to proceed

Between 16 and 30 days from the date of purchase

For purchases made in store

  • The exchange needs to be processed at the original point of sale.

For purchases made on fido.ca Contact us:

  • Contact us free of charge at 6-1-1, from your Fido phone or 1-888-481-3436 from any other phone.

Between 31 and 365 days from the date of purchase

  • Contact the manufacturer of your accessory directly to find out how it can be repaired.
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