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com.rogers.livesite.controller.form.EmailArticleFormController sendEmailArticle fido/content on false false component.support.content.article. [Cookie] = [dtCookie=7E377794E46E4EC0F21CDF1DE3391054] [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] = [-944135243] [True-Client-IP] = [54.227.31.145] [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;-469373354;85664818;2;-469373354;85664818;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] = [54.227.31.145, 23.219.93.87] [X-dynaTrace-Application] = [Fido.ca] [X-Forwarded-For] = [54.227.31.145, 23.219.93.87] content device-protection en on 7E377794E46E4EC0F21CDF1DE3391054 en /default/main/internet/fido/WORKAREA/common en_US j6ho4rkf 2017-08-24 18:33:04 true site/support j6ho4rkf templatedata/site/support/data/mobile/device-protection 1517511455 2018-02-01 16:00:29 /default/main/internet/fido/STAGING /default/main/internet/fido device-protection 1517511481677 2018-02-01 16:00:29 /default/main/internet/fido/WORKAREA/common/templatedata/site/support/data/mobile/device-protection templatedata/site/support/data/mobile/device-protection 1 true device-protection ab, bc, mb, nb, nl, ns, nt, nu, on, pe, qc, sk, yt en, fr Mobile customer faqs Activation, HardwareDeliveryManagement, LostOrStolen HardwareReturnExchange HardwareIssue 1475676769454 Device Protection & AppleCare+ FAQs | Help & Support | Fido Get answers to frequently asked questions about Premium Device Protection and AppleCare+. Premium Device Protection and AppleCare+ FAQs <p>Learn more about Premium Device Protection services, AppleCare+, and Fido&rsquo;s satisfaction guarantee and manufacturer&rsquo;s warranty.</p> <p>&nbsp;</p> <h2>Premium Device Protection plan</h2> <div class="faq-container"> <div class="faq-question"> <h3>What is Premium Device Protection?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer1" class="collapse"> <div class="faq-answer"> <p>Premium Device Protection is a value-added program that protects your device from loss, theft, and accident damage and out-of-warranty malfunction with device replacement and repair options.</p> <p>Lost/stolen coverage not included in Quebec.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>When can I add a Premium Device Protection plan to my account?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer2" class="collapse"> <div class="faq-answer"> <p>You can add Premium Device Protection to your account within 45 days of activating a new line or upgrading to a new Fido device.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>What are the additional fees for my device protection plan outside of the monthly fee?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer3" class="collapse"> <div class="faq-answer"> <p>The following processing fees apply when your service request is approved:</p> <ul> <li>Phone repairs up to $100.00, depending on the device*</li> <li>Phone replacements up to $200.00, depending on the device</li> </ul> <p>For more info on processing fees please visit <a rel="noopener" href="https://www.fido.ca/servicerequest" target="_blank">fido.ca/servicerequest</a>.</p> <p>*Processing fee is $0 on your first screen break repair as long as there is no other damage to your device.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>I signed up for a Premium Device Protection plan. Am I &ldquo;locked-in&rdquo; until the end of my mobile contract?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer4" class="collapse"> <div class="faq-answer"> <p>No. Premium Device Protection plans are offered on a month-to-month basis, and it can be removed at any time without cancellation fees. However, since the combination of the low monthly Device Protection Fee and the one-time Service Replacement Fee is typically lower than the full retail cost of replacing your device, we recommend that you keep Premium Device Protection for the duration of your mobile contract.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>I&rsquo;m enrolled in a Premium Device Protection plan. Should my device become defective, lost, stolen or damaged, how do I file a service request to receive a replacement?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer5" class="collapse"> <div class="faq-answer"> <p>To start a device replacement service request, go to <a rel="noopener" href="https://www.fido.ca/servicerequest" target="_blank">fido.ca/servicerequest</a> or call <strong>1-866-327-3399</strong>. It only takes a few minutes to issue your request, and your available repair and replacement options will be presented at this time.</p> <p>Lost/stolen coverage not included in Qu&eacute;bec.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>I&rsquo;m covered by Premium Device Protection &ndash; how long will it take to receive a replacement device after I&rsquo;ve submitted a service request?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer6" class="collapse"> <div class="faq-answer"> <p>If you complete a service request by 7 p.m. EST Monday-Friday, then next business day delivery is available.</p> <p>For an additional fee, you may have the option to receive a replacement device the same day your service request is completed, where and when available.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>I filed a service request for a replacement device. Will my replacement device be the same make and model as my original?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer7" class="collapse"> <div class="faq-answer"> <p>Your replacement device will be of like kind and quality with comparable features and functionality to the protected device and may be new or reconditioned.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>Will I receive my new or refurbished device?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer8" class="collapse"> <div class="faq-answer"> <p>Replacement devices are new or refurbished at the program&rsquo;s discretion and subject to availability. All replacements come with a 1-year warranty.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>If my device malfunctions within the manufacturer's warranty period, should I file a Premium Device Protection service request or go through the manufacturer&rsquo;s warranty/repair process?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer9" class="collapse"> <div class="faq-answer"> <p>If your device malfunctions within a year of purchase, please follow the Fido in-warranty repair/replacement process to have your device repaired or replaced.</p> <p>But if your device was lost, stolen or damaged and you are covered by Premium Device Protection, you should file a service request for your Fido device at <a rel="noopener" href="https://www.fido.ca/servicerequest" target="_blank">fido.ca/servicerequest</a> or call <strong>1-866-327-3399</strong> to initiate the repair or replacement process.</p> <p>Lost/stolen coverage not included in Qu&eacute;bec.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>Which of my devices are covered?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer10" class="collapse"> <div class="faq-answer"> <p>Your new device will be covered if something unexpected happens. The coverage is on the mobile number enrolled in a Premium Device Protection plan. Airtime must be logged on your new device for it to be covered.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>If my phone is lost, stolen, damaged, or malfunctions outside of the manufacturer&rsquo;s warranty period, when should I file my service request?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer11" class="collapse"> <div class="faq-answer"> <p>You have up to 60 days after an incident has occurred to file a service request, but you should ideally file your service request as soon it happens.</p> <p>Lost/stolen coverage not included in Qu&eacute;bec.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>What does &lsquo;First screen break repaired free of charge&rsquo; cover?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer12" class="collapse"> <div class="faq-answer"> <p>Your first broken screen will be repaired at no extra cost as long as there&rsquo;s no other damage to your device.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>What are the fulfilment options available?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer13" class="collapse"> <div class="faq-answer"> <p>If your device needs to be replaced, it will be mailed to you within 2 business days.</p> <p>For phone repairs, you can choose one of the following options:</p> <ul> <li>Mail-in &ndash; ship the device to Brightstar for repair.</li> <li>Walk-in* &ndash; visit a repair location in your area (if applicable).</li> <li>Mobile-Technician visit* &ndash; schedule an appointment with a mobile technician to visit you at your location.</li> </ul> <p>*Walk-in and Mobile Technician visit option dependent on device / location / type of damage. Available options will be presented when the service request is filed.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>How many claims can I make?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer14" class="collapse"> <div class="faq-answer"> <p>You get a maximum of 2 fulfilled service requests in any 12-month period. All fulfilled service requests (including repairs, replacements and the first screen break repair) count towards the limit. After your second fulfilled service request, your protection will be cancelled and you will no longer be charged for device protection.</p> </div> </div> </div> <p>&nbsp;</p> <h2>AppleCare+</h2> <div class="faq-container"> <div class="faq-question"> <h3>I just signed up for a new Fido PulseTM plan and I&rsquo;m switching from Android to an iPhone. Should I stick with a Premium Device Protection plan or give AppleCare+ a try?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer15" class="collapse"> <div class="faq-answer"> <p>It&rsquo;s your choice. Premium Device Protection includes coverage for lost and stolen devices, while AppleCare+ just covers damage.</p> <p>Lost/stolen coverage not included in Quebec.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>What is AppleCare+ and why should I consider purchasing it?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer16" class="collapse"> <div class="faq-answer"> <p>Every Apple device comes with one year of hardware repair coverage and up to 90 days of complimentary support. AppleCare+ extends your coverage to 2 years from the original purchase date of your iPhone and adds up to 2 incidents of accidental damage coverage, each subject to a service fee plus applicable tax. In addition, you&rsquo;ll get 24 x 7 priority access to Apple experts via chat or phone through <a rel="noopener" href="https://getsupport.apple.com" target="_blank">getsupport.apple.com</a>.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>If I delay purchasing AppleCare+, will my coverage last longer?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer17" class="collapse"> <div class="faq-answer"> <p>No. AppleCare+ covers your Apple device from the original purchase date. If you purchase AppleCare+ coverage at the time you purchase your device, you'll be covered right away. AppleCare+ is only available from Fido on the date of purchase.</p> <p>You can buy AppleCare+ with your new iPhone, iPad, or within 60 days of your device purchase directly from Apple only.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>What is the website for AppleCare?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer18" class="collapse"> <div class="faq-answer"> <p>AppleCare Online Support: <a rel="noopener" href="https://www.apple.com/ca/support/contact" target="_blank">apple.com/ca/support/contact</a>.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>Can I get help at an Apple Store?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer19" class="collapse"> <div class="faq-answer"> <p>Yes. You can bring your Apple products to an Apple Store for assistance under the plan. Remember to schedule a Genius Bar appointment online at <a rel="noopener" href="https://www.apple.com/ca/retail" target="_blank">apple.com/ca/retail</a>.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>What if I never use AppleCare+, can I get a refund?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer20" class="collapse"> <div class="faq-answer"> <p>Unfortunately, we can&rsquo;t offer you a refund for past coverage. But, if we bill you monthly for AppleCare+ you can cancel your coverage at any time. To do so, just reach out to one of our Live Chat agents, or contact a Fido customer care rep by dialing *6-1-1 from your Fido phone.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>What happens if I sell my Apple product or give it away?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer21" class="collapse"> <div class="faq-answer"> <p>Connect with a Live Chat agent or dial a Fido customer care rep at *6-1-1 and ask them to cancel AppleCare+. If you&rsquo;ve purchased a new Apple device in the last 60 days, connect with Apple to transfer your AppleCare+ coverage to your new device.</p> <p>If your old device&rsquo;s new owner would like AppleCare+ coverage, they will need to connect with Apple to set it up.</p> </div> </div> </div> <p>&nbsp;</p> <h2>Fido&rsquo;s satisfaction guarantee and manufacturer&rsquo;s warranty</h2> <div class="faq-container"> <div class="faq-question"> <h3>What do I need to know about Fido&rsquo;s satisfaction guarantee and manufacturer&rsquo;s warranty?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer22" class="collapse"> <div class="faq-answer"> <p>We want you to love your Fido device. That&rsquo;s why all of our devices are covered by our 15-day satisfaction guarantee and backed by a 1-year after-sales manufacturer&rsquo;s warranty.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>What do I need to know about Fido&rsquo;s satisfaction guarantee and manufacturer&rsquo;s warranty?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer23" class="collapse"> <div class="faq-answer"> <ul> <li>Physical damage due to external causes, such as corrosion due to moisture damage, debris inside the device, etc.</li> <li>Physical damage to the display's liquid crystals, such as cracking, rupturing or discolouration in one or more places.</li> <li>Damage to internal parts, such as the battery or the terminal, due to the application of excessive force when attaching an external object to the device, like a charger, headset or attachable camera.</li> <li>Cracks, scratches, colour change due to normal wear and tear.</li> <li>Test and/or use of accessories not sold by Fido.</li> </ul> <p>Complete warranty details are provided in the manufacturer's warranty manual.</p> <p>Damage to the device may not be readily visible but may be causing performance issues.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>What can I do to help avoid physical damage to my device?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer24" class="collapse"> <div class="faq-answer"> <ul> <li>Do not expose your device to moisture, this includes any liquid, steam, rain, fog and even body perspiration.</li> <li>Do not store your device in hot areas. High temperatures can shorten the life of an electronic device.</li> <li>Do not expose your device to a lot of dirt or dust.</li> <li>Do not use harsh chemicals to clean your device.</li> <li>Try to avoid dropping your device.</li> <li>Consider purchasing a protective case for your device.</li> </ul> </div> </div> </div> Device Protection premium device protection phone repair fix phone repair phone FAQ – Protection d’appareil et AppleCare+ | Aide et soutien | Fido Obtenez des réponses aux questions les plus fréquentes sur le programme de Protection supérieure de l’appareil et sur AppleCare+. FAQ – Protection supérieure de l’appareil et AppleCare+ <p>Apprenez-en plus sur les services de la Protection sup&eacute;rieure de l&rsquo;appareil, AppleCare+, la garantie de satisfaction Fido et la garantie du fabricant :</p> <p>&nbsp;</p> <h2>Programmes de Protection sup&eacute;rieure de l&rsquo;appareil</h2> <p>&nbsp;</p> <div class="faq-container"> <div class="faq-question"> <h3>En quoi consiste la Protection sup&eacute;rieure de l&rsquo;appareil?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer1" class="collapse"> <div class="faq-answer"> <p>Au moyen d&rsquo;options de r&eacute;paration et de remplacement, ce programme prot&egrave;ge l&rsquo;appareil contre la perte, le vol, les dommages accidentels et le mauvais fonctionnement non couvert par la garantie du fabricant.</p> <p><em>La couverture pour appareil perdu ou vol&eacute; n&rsquo;est pas incluse au Qu&eacute;bec.</em></p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>&Agrave; quel moment puis-je ajouter la Protection sup&eacute;rieure de l&rsquo;appareil &agrave; mon compte?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer2" class="collapse"> <div class="faq-answer"> <p>Vous pouvez ajouter la Protection sup&eacute;rieure de l&rsquo;appareil &agrave; votre compte dans les 45 jours suivant l&rsquo;activation d&rsquo;une nouvelle ligne ou du rehaussement vers un nouvel appareil de Fido.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>&Agrave; part les frais mensuels, quels sont les frais suppl&eacute;mentaires pour la Protection sup&eacute;rieure de l&rsquo;appareil?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer3" class="collapse"> <div class="faq-answer"> <p>Les frais de traitement suivants sont per&ccedil;us lorsque votre demande de service est approuv&eacute;e :</p> <ul> <li>R&eacute;parations effectu&eacute;es sur le t&eacute;l&eacute;phone jusqu&rsquo;&agrave; concurrence de 100 $, selon l&rsquo;appareil*</li> <li>Remplacement du t&eacute;l&eacute;phone jusqu&rsquo;&agrave; concurrence de 200 $, selon l&rsquo;appareil</li> </ul> <p>Pour plus de renseignements sur les frais de traitement, consultez <a rel="noopener" href="https://www.fido.ca/demandeservice" target="_blank">fido.ca/demandeservice</a>.</p> <p><em>* Les frais de traitement sont de 0 $ pour la premi&egrave;re r&eacute;paration de bris d&rsquo;&eacute;cran dans la mesure o&ugrave; votre appareil n&rsquo;a pas subi d&rsquo;autres dommages.</em></p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>Je viens de m&rsquo;inscrire &agrave; la Protection sup&eacute;rieure de l&rsquo;appareil. Dois-je obligatoirement y demeurer inscrit jusqu&rsquo;&agrave; la fin de mon contrat de services mobiles?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer4" class="collapse"> <div class="faq-answer"> <p>Non. La Protection sup&eacute;rieure de l&rsquo;appareil est offerte au mois, et elle peut &ecirc;tre retir&eacute;e du compte en tout temps sans frais d&rsquo;annulation. Toutefois, &eacute;tant donn&eacute; que la somme des frais mensuels modiques de la Protection sup&eacute;rieure de l&rsquo;appareil et des frais uniques de remplacement est, dans l&rsquo;ensemble, nettement inf&eacute;rieure au prix courant &agrave; payer pour le remplacement d&rsquo;un appareil, on vous recommande de conserver la Protection sup&eacute;rieure de l&rsquo;appareil jusqu&rsquo;&agrave; la fin de votre contrat de services mobiles.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>Je suis inscrit &agrave; la Protection sup&eacute;rieure de l&rsquo;appareil. Si mon appareil devient d&eacute;fectueux ou est perdu, vol&eacute; ou endommag&eacute;, comment puis-je soumettre une demande de service pour obtenir un remplacement?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer5" class="collapse"> <div class="faq-answer"> <p>Afin d&rsquo;effectuer une demande de service pour le remplacement de l&rsquo;appareil, consultez <a rel="noopener" href="https://www.fido.ca/demandeservice" target="_blank">fido.ca/demandeservice</a> ou composez le <strong>1-866-327-3399</strong>. Il suffit de quelques minutes pour traiter votre demande et les options de r&eacute;paration et de remplacement vous sont pr&eacute;sent&eacute;es &agrave; ce moment.</p> <p><em>La couverture pour appareil perdu ou vol&eacute; n&rsquo;est pas incluse au Qu&eacute;bec.</em></p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>Je suis inscrit &agrave; la Protection sup&eacute;rieure de l&rsquo;appareil. Dans combien de temps recevrai-je un appareil de remplacement apr&egrave;s avoir soumis une demande de service?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer6" class="collapse"> <div class="faq-answer"> <p>Si vous soumettez une demande de service au plus tard &agrave; 19 h (HE) du lundi au vendredi, la livraison le jour ouvrable suivant est offerte.</p> <p>Moyennant des frais suppl&eacute;mentaires, vous avez l&rsquo;option de recevoir un appareil de remplacement le jour m&ecirc;me de la soumission de votre demande de service, l&agrave; o&ugrave; ce service est offert.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>J&rsquo;ai soumis une demande de service pour un appareil de remplacement. Mon appareil de remplacement sera-t-il de la m&ecirc;me marque et du m&ecirc;me mod&egrave;le que celui que je poss&eacute;dais?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer7" class="collapse"> <div class="faq-answer"> <p>Votre appareil de remplacement sera de genre et de qualit&eacute; similaires &agrave; ceux de l&rsquo;appareil faisant l&rsquo;objet de la protection, et il sera dot&eacute; de caract&eacute;ristiques et de fonctionnalit&eacute;s comparables; cet appareil de remplacement peut &ecirc;tre neuf ou remis &agrave; neuf.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>L&rsquo;appareil que je recevrai sera-t-il neuf ou remis &agrave; neuf?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer8" class="collapse"> <div class="faq-answer"> <p>Les appareils de remplacement sont neufs ou remis &agrave; neuf &agrave; la discr&eacute;tion des responsables du programme et selon la disponibilit&eacute;. Tous les appareils de remplacement sont assortis d&rsquo;une garantie de un an.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>Si la d&eacute;fectuosit&eacute; de l&rsquo;appareil survient pendant la p&eacute;riode de garantie du fabricant, dois-je remplir une demande de service dans le cadre du programme de Protection sup&eacute;rieure de l&rsquo;appareil ou suivre le processus de r&eacute;paration ou de garantie du fabricant?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer9" class="collapse"> <div class="faq-answer"> <p>Si la d&eacute;fectuosit&eacute; de votre appareil survient au cours de la premi&egrave;re ann&eacute;e suivant la date de l&rsquo;achat, veuillez suivre le processus de r&eacute;paration ou de remplacement sous garantie de Fido afin de faire r&eacute;parer ou remplacer votre appareil.</p> <p>Cependant, si votre appareil a &eacute;t&eacute; perdu, vol&eacute; ou endommag&eacute; et qu&rsquo;il est couvert par la Protection sup&eacute;rieure de l&rsquo;appareil, vous devez faire une demande de service pour votre appareil Fido &agrave; <a rel="noopener" href="https://www.fido.ca/demandeservice" target="_blank">fido.ca/demandeservice</a> ou composez le <strong>1-866-327-3399</strong> afin d&rsquo;entamer le processus de remplacement.</p> <p><em>La couverture pour appareil perdu ou vol&eacute; n&rsquo;est pas incluse au Qu&eacute;bec.</em></p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>Lesquels de mes appareils sont couverts?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer10" class="collapse"> <div class="faq-answer"> <p>Votre nouvel appareil sera couvert dans le cas d&rsquo;un &eacute;v&eacute;nement fortuit. La protection s&rsquo;applique au num&eacute;ro de t&eacute;l&eacute;phone mobile inscrit &agrave; la Protection sup&eacute;rieure de l&rsquo;appareil. Des appels doivent avoir &eacute;t&eacute; effectu&eacute;s avec le nouvel appareil pour que celui-ci soit couvert par la Protection sup&eacute;rieure de l&rsquo;appareil.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>Si mon appareil est perdu, vol&eacute; ou endommag&eacute; ou conna&icirc;t une d&eacute;fectuosit&eacute; hors de la p&eacute;riode de garantie du fabricant, &agrave; quel moment dois-je envoyer ma demande de service?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer11" class="collapse"> <div class="faq-answer"> <p>Vous avez jusqu&rsquo;&agrave; 60 jours apr&egrave;s un incident pour soumettre une demande de service, mais vous devriez id&eacute;alement le faire le plus vite possible.</p> <p><em>La couverture pour appareil perdu ou vol&eacute; n&rsquo;est pas incluse au Qu&eacute;bec.</em></p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>Que couvre la protection s&rsquo;appliquant &agrave; la &laquo; premi&egrave;re r&eacute;paration sans frais en cas de bris d&rsquo;&eacute;cran &raquo;?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer12" class="collapse"> <div class="faq-answer"> <p>Vous profiterez d&rsquo;une premi&egrave;re r&eacute;paration sans frais en cas de bris d&rsquo;&eacute;cran, &agrave; la condition que votre t&eacute;l&eacute;phone ne pr&eacute;sente aucun autre dommage.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>Quelles sont les options de traitement?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer13" class="collapse"> <div class="faq-answer"> <p>Si votre appareil doit &ecirc;tre remplac&eacute;, le nouveau vous sera exp&eacute;di&eacute; par la poste dans les deux jours ouvrables.</p> <p>Pour les r&eacute;parations de t&eacute;l&eacute;phone, vous pouvez choisir l&rsquo;une des options suivantes :</p> <ul> <li>Par la poste &ndash; Exp&eacute;diez l&rsquo;appareil &agrave; Brightstar pour la r&eacute;paration.</li> <li>En personne* &ndash; Rendez-vous &agrave; un centre de r&eacute;paration d&eacute;sign&eacute; de votre r&eacute;gion (le cas &eacute;ch&eacute;ant).</li> <li>Visite d&rsquo;un technicien sur place* &ndash; Fixez un rendez-vous avec un technicien qui se rendra &agrave; l&rsquo;emplacement de votre choix.</li> </ul> <p>*Les visites en personne et celles d&rsquo;un technicien sur place d&eacute;pendent de l&rsquo;appareil, de l&rsquo;emplacement et du type de dommage. Les options vous seront pr&eacute;sent&eacute;es lorsque la demande de service aura &eacute;t&eacute; soumise.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>Combien de r&eacute;clamations puis-je faire?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer14" class="collapse"> <div class="faq-answer"> <p>Vous pouvez pr&eacute;senter un maximum de deux demandes de service trait&eacute;es au cours d&rsquo;une p&eacute;riode de 12 mois. Toutes les demandes de service trait&eacute;es (y compris les r&eacute;parations, les remplacements et la premi&egrave;re r&eacute;paration de bris d&rsquo;&eacute;cran) comptent dans cette limite. Apr&egrave;s votre deuxi&egrave;me demande de service trait&eacute;e, votre protection sera annul&eacute;e et la protection de votre appareil ne sera plus factur&eacute;e.</p> </div> </div> </div> <p>&nbsp;</p> <h2>AppleCare+</h2> <p>&nbsp;</p> <div class="faq-container"> <div class="faq-question"> <h3>Je viens de m&rsquo;abonner &agrave; un nouveau forfait Branch&eacute;sMC de Fido et je passe d&rsquo;un appareil Android &agrave; iPhone. Devrais-je conserver la Protection sup&eacute;rieure de l&rsquo;appareil ou essayer AppleCare+?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer15" class="collapse"> <div class="faq-answer"> <p>&Agrave; vous de choisir! La Protection sup&eacute;rieure de l&rsquo;appareil comprend une protection en cas de perte ou de vol de l&rsquo;appareil, alors qu&rsquo;AppleCare+ ne couvre que les dommages.</p> <p><em>La couverture pour appareil perdu ou vol&eacute; n&rsquo;est pas incluse au Qu&eacute;bec.</em></p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>En quoi consiste AppleCare+ et pourquoi devrais-je me procurer cette protection?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer16" class="collapse"> <div class="faq-answer"> <p>Chaque appareil Apple comprend une garantie de un an pour les r&eacute;parations d&rsquo;appareil et un maximum de 90 jours d&rsquo;assistance gratuite. AppleCare+ prolonge votre couverture &agrave; deux ans &agrave; compter de la date d&rsquo;achat de votre iPhone et comprend la prise en charge de deux r&eacute;parations requises en raison de dommages accidentels, chacune d&rsquo;elle entra&icirc;nant des frais de service et les taxes exigibles. Cette protection vous fait aussi profiter d&rsquo;un acc&egrave;s prioritaire (en anglais) aux experts Apple, 24 heures sur 24, sept jours sur sept, par clavardage ou par t&eacute;l&eacute;phone, &agrave; <a rel="noopener" href="https://getsupport.apple.com" target="_blank">getsupport.apple.com</a>.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>Si je retarde l&rsquo;achat d&rsquo;AppleCare+, ma garantie sera-t-elle plus longue?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer17" class="collapse"> <div class="faq-answer"> <p>Non. AppleCare+ couvre les produits Apple &agrave; compter de la date d&rsquo;achat. Si vous vous procurez la protection AppleCare+ au moment o&ugrave; vous achetez votre appareil, celui-ci sera imm&eacute;diatement couvert. Cette protection est seulement offerte par l&rsquo;entremise de Fido &agrave; la date d&rsquo;achat.</p> <p>Vous pouvez vous procurer AppleCare+ lorsque vous achetez votre nouvel iPhone ou iPad, ou dans les 60 jours suivant la date d&rsquo;achat de votre appareil directement d&rsquo;Apple seulement.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>Quel est le site web d&rsquo;AppleCare?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer18" class="collapse"> <div class="faq-answer"> <p>Site d&rsquo;assistance en ligne AppleCare : <a rel="noopener" href="https://www.apple.com/ca/fr/support/contact/" target="_blank">apple.com/ca/fr/support/contact/</a>.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>Puis-je obtenir de l&rsquo;aide si je me pr&eacute;sente &agrave; une boutique Apple?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer19" class="collapse"> <div class="faq-answer"> <p>Oui. Lorsque vous &ecirc;tes inscrit au programme, vous pouvez apporter vos produits Apple dans une boutique Apple pour obtenir de l&rsquo;aide. N&rsquo;oubliez pas de prendre un rendez-vous en ligne au Genius Bar en consultant <a rel="noopener" href="https://www.apple.com/ca/fr/retail" target="_blank">apple.com/ca/fr/retail</a>.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>Si je n&rsquo;utilise jamais AppleCare+, puis-je obtenir un remboursement?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer20" class="collapse"> <div class="faq-answer"> <p>On ne peut malheureusement pas vous offrir de remboursement pour la protection pass&eacute;e. Cependant, si on vous facture la protection AppleCare+ mensuellement, vous pouvez annuler votre protection en tout temps. Pour ce faire, communiquez simplement avec l&rsquo;un de nos conseillers du Clavardage en direct ou avec un conseiller du Service &agrave; la client&egrave;le de Fido en composant *6-1-1 &agrave; partir de votre t&eacute;l&eacute;phone Fido.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>Qu&rsquo;arrive-t-il si je vends ou donne mon produit Apple?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer21" class="collapse"> <div class="faq-answer"> <p>Communiquez avec un conseiller du Clavardage en direct ou avec un conseiller du Service &agrave; la client&egrave;le de Fido en composant *6-1-1 et demandez-lui d&rsquo;annuler AppleCare+. Si vous avez achet&eacute; un nouvel appareil Apple dans les 60 derniers jours, communiquez avec Apple pour transf&eacute;rer votre protection AppleCare+ &agrave; votre nouvel appareil.</p> <p>Si le nouveau propri&eacute;taire de votre ancien appareil souhaite profiter de la protection AppleCare+, il devra communiquer avec Apple pour se la procurer.</p> </div> </div> </div> <p>&nbsp;</p> <h2>Garantie de satisfaction Fido et garantie du fabricant</h2> <p>&nbsp;</p> <div class="faq-container"> <div class="faq-question"> <h3>Que dois-je savoir au sujet de la garantie de satisfaction Fido et de la garantie du fabricant?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer22" class="collapse"> <div class="faq-answer"> <p>On veut que vous aimiez votre appareil Fido. C&rsquo;est pourquoi tous nos appareils sont couverts par notre garantie de satisfaction de 15 jours et par une garantie apr&egrave;s-vente du fabricant de un an.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>Quels types de dommages ne sont pas couverts par la garantie du fabricant?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer23" class="collapse"> <div class="faq-answer"> <ul> <li>Dommages mat&eacute;riels attribuables &agrave; des &eacute;l&eacute;ments ext&eacute;rieurs : rouille caus&eacute;e par une exposition &agrave; de l&rsquo;humidit&eacute;, d&eacute;bris &agrave; l&rsquo;int&eacute;rieur de l&rsquo;appareil, etc.</li> <li>Dommages mat&eacute;riels &agrave; l&rsquo;&eacute;cran ACL de l&rsquo;appareil (fissures, cassures ou d&eacute;coloration en de multiples endroits).</li> <li>Dommages caus&eacute;s aux composants internes, comme la pile, &agrave; la suite d&rsquo;une force excessive appliqu&eacute;e au connecteur par l&rsquo;interm&eacute;diaire d&rsquo;un p&eacute;riph&eacute;rique, comme un chargeur, un &eacute;couteur, un appareil photo &agrave; connecter, etc.</li> <li>Fissures, &eacute;gratignures ou d&eacute;coloration survenues au fil du temps.</li> <li>Mise &agrave; l&rsquo;essai ou utilisation d&rsquo;accessoires non vendus par Fido.</li> </ul> <p>Tous les d&eacute;tails de la garantie sont fournis dans le guide de garantie du fabricant.</p> <p>Les dommages caus&eacute;s &agrave; l&rsquo;appareil peuvent ne pas &ecirc;tre visibles, mais peuvent causer des probl&egrave;mes de fonctionnement.</p> </div> </div> </div> <div class="faq-container"> <div class="faq-question"> <h3>Que puis-je faire pour &eacute;viter les dommages mat&eacute;riels?</h3> <span class="action"><em class="rui-icon-plus"></em></span></div> <div id="answer24" class="collapse"> <div class="faq-answer"> <ul> <li>Ne pas exposer l&rsquo;appareil &agrave; l&rsquo;humidit&eacute; &ndash; ceci comprend les liquides, la vapeur, la pluie, le brouillard et m&ecirc;me la sueur.</li> <li>Ne pas ranger l&rsquo;appareil dans des endroits chauds. Les temp&eacute;ratures &eacute;lev&eacute;es peuvent diminuer la dur&eacute;e de vie d&rsquo;un appareil &eacute;lectronique.</li> <li>Ne pas exposer l&rsquo;appareil &agrave; une quantit&eacute; importante de poussi&egrave;re ou de salet&eacute;s.</li> <li>Ne pas utiliser de produits chimiques forts pour nettoyer votre appareil.</li> <li>Ne pas laisser tomber l&rsquo;appareil.</li> <li>Acheter un &eacute;tui protecteur pour l&rsquo;appareil.</li> </ul> </div> </div> </div> protection d'appareil protection supérieure d'appareil réparation téléphone réprarer téléphone réparation écran réparation 6LfFoRATAAAAAF4k8pYifmzO12cKXzERsY-nUGdh

Premium Device Protection and AppleCare+ FAQs

Learn more about Premium Device Protection services, AppleCare+, and Fido’s satisfaction guarantee and manufacturer’s warranty.

 

Premium Device Protection plan

What is Premium Device Protection?

Premium Device Protection is a value-added program that protects your device from loss, theft, and accident damage and out-of-warranty malfunction with device replacement and repair options.

Lost/stolen coverage not included in Quebec.

When can I add a Premium Device Protection plan to my account?

You can add Premium Device Protection to your account within 45 days of activating a new line or upgrading to a new Fido device.

What are the additional fees for my device protection plan outside of the monthly fee?

The following processing fees apply when your service request is approved:

  • Phone repairs up to $100.00, depending on the device*
  • Phone replacements up to $200.00, depending on the device

For more info on processing fees please visit fido.ca/servicerequest.

*Processing fee is $0 on your first screen break repair as long as there is no other damage to your device.

I signed up for a Premium Device Protection plan. Am I “locked-in” until the end of my mobile contract?

No. Premium Device Protection plans are offered on a month-to-month basis, and it can be removed at any time without cancellation fees. However, since the combination of the low monthly Device Protection Fee and the one-time Service Replacement Fee is typically lower than the full retail cost of replacing your device, we recommend that you keep Premium Device Protection for the duration of your mobile contract.

I’m enrolled in a Premium Device Protection plan. Should my device become defective, lost, stolen or damaged, how do I file a service request to receive a replacement?

To start a device replacement service request, go to fido.ca/servicerequest or call 1-866-327-3399. It only takes a few minutes to issue your request, and your available repair and replacement options will be presented at this time.

Lost/stolen coverage not included in Québec.

I’m covered by Premium Device Protection – how long will it take to receive a replacement device after I’ve submitted a service request?

If you complete a service request by 7 p.m. EST Monday-Friday, then next business day delivery is available.

For an additional fee, you may have the option to receive a replacement device the same day your service request is completed, where and when available.

I filed a service request for a replacement device. Will my replacement device be the same make and model as my original?

Your replacement device will be of like kind and quality with comparable features and functionality to the protected device and may be new or reconditioned.

Will I receive my new or refurbished device?

Replacement devices are new or refurbished at the program’s discretion and subject to availability. All replacements come with a 1-year warranty.

If my device malfunctions within the manufacturer's warranty period, should I file a Premium Device Protection service request or go through the manufacturer’s warranty/repair process?

If your device malfunctions within a year of purchase, please follow the Fido in-warranty repair/replacement process to have your device repaired or replaced.

But if your device was lost, stolen or damaged and you are covered by Premium Device Protection, you should file a service request for your Fido device at fido.ca/servicerequest or call 1-866-327-3399 to initiate the repair or replacement process.

Lost/stolen coverage not included in Québec.

Which of my devices are covered?

Your new device will be covered if something unexpected happens. The coverage is on the mobile number enrolled in a Premium Device Protection plan. Airtime must be logged on your new device for it to be covered.

If my phone is lost, stolen, damaged, or malfunctions outside of the manufacturer’s warranty period, when should I file my service request?

You have up to 60 days after an incident has occurred to file a service request, but you should ideally file your service request as soon it happens.

Lost/stolen coverage not included in Québec.

What does ‘First screen break repaired free of charge’ cover?

Your first broken screen will be repaired at no extra cost as long as there’s no other damage to your device.

What are the fulfilment options available?

If your device needs to be replaced, it will be mailed to you within 2 business days.

For phone repairs, you can choose one of the following options:

  • Mail-in – ship the device to Brightstar for repair.
  • Walk-in* – visit a repair location in your area (if applicable).
  • Mobile-Technician visit* – schedule an appointment with a mobile technician to visit you at your location.

*Walk-in and Mobile Technician visit option dependent on device / location / type of damage. Available options will be presented when the service request is filed.

How many claims can I make?

You get a maximum of 2 fulfilled service requests in any 12-month period. All fulfilled service requests (including repairs, replacements and the first screen break repair) count towards the limit. After your second fulfilled service request, your protection will be cancelled and you will no longer be charged for device protection.

 

AppleCare+

I just signed up for a new Fido PulseTM plan and I’m switching from Android to an iPhone. Should I stick with a Premium Device Protection plan or give AppleCare+ a try?

It’s your choice. Premium Device Protection includes coverage for lost and stolen devices, while AppleCare+ just covers damage.

Lost/stolen coverage not included in Quebec.

What is AppleCare+ and why should I consider purchasing it?

Every Apple device comes with one year of hardware repair coverage and up to 90 days of complimentary support. AppleCare+ extends your coverage to 2 years from the original purchase date of your iPhone and adds up to 2 incidents of accidental damage coverage, each subject to a service fee plus applicable tax. In addition, you’ll get 24 x 7 priority access to Apple experts via chat or phone through getsupport.apple.com.

If I delay purchasing AppleCare+, will my coverage last longer?

No. AppleCare+ covers your Apple device from the original purchase date. If you purchase AppleCare+ coverage at the time you purchase your device, you'll be covered right away. AppleCare+ is only available from Fido on the date of purchase.

You can buy AppleCare+ with your new iPhone, iPad, or within 60 days of your device purchase directly from Apple only.

What is the website for AppleCare?

AppleCare Online Support: apple.com/ca/support/contact.

Can I get help at an Apple Store?

Yes. You can bring your Apple products to an Apple Store for assistance under the plan. Remember to schedule a Genius Bar appointment online at apple.com/ca/retail.

What if I never use AppleCare+, can I get a refund?

Unfortunately, we can’t offer you a refund for past coverage. But, if we bill you monthly for AppleCare+ you can cancel your coverage at any time. To do so, just reach out to one of our Live Chat agents, or contact a Fido customer care rep by dialing *6-1-1 from your Fido phone.

What happens if I sell my Apple product or give it away?

Connect with a Live Chat agent or dial a Fido customer care rep at *6-1-1 and ask them to cancel AppleCare+. If you’ve purchased a new Apple device in the last 60 days, connect with Apple to transfer your AppleCare+ coverage to your new device.

If your old device’s new owner would like AppleCare+ coverage, they will need to connect with Apple to set it up.

 

Fido’s satisfaction guarantee and manufacturer’s warranty

What do I need to know about Fido’s satisfaction guarantee and manufacturer’s warranty?

We want you to love your Fido device. That’s why all of our devices are covered by our 15-day satisfaction guarantee and backed by a 1-year after-sales manufacturer’s warranty.

What do I need to know about Fido’s satisfaction guarantee and manufacturer’s warranty?

  • Physical damage due to external causes, such as corrosion due to moisture damage, debris inside the device, etc.
  • Physical damage to the display's liquid crystals, such as cracking, rupturing or discolouration in one or more places.
  • Damage to internal parts, such as the battery or the terminal, due to the application of excessive force when attaching an external object to the device, like a charger, headset or attachable camera.
  • Cracks, scratches, colour change due to normal wear and tear.
  • Test and/or use of accessories not sold by Fido.

Complete warranty details are provided in the manufacturer's warranty manual.

Damage to the device may not be readily visible but may be causing performance issues.

What can I do to help avoid physical damage to my device?

  • Do not expose your device to moisture, this includes any liquid, steam, rain, fog and even body perspiration.
  • Do not store your device in hot areas. High temperatures can shorten the life of an electronic device.
  • Do not expose your device to a lot of dirt or dust.
  • Do not use harsh chemicals to clean your device.
  • Try to avoid dropping your device.
  • Consider purchasing a protective case for your device.
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