fido/content on false false [Cookie] = [dtCookie=ACF12D2A68110CA662C9EA74A844A34F] [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] = [54.227.76.35] [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;402847863;149730853;2;402847863;149730853;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] = [54.227.76.35, 96.16.98.45] [X-dynaTrace-Application] = [Fido.ca] [X-Forwarded-For] = [54.227.76.35, 96.16.98.45] [Accept-Language] = [en-US,en;q=0.5] content device-warranty /nac/#/choose-phone /nac/#/choose-plan mobile/add-ons mobile/travel mobile/prepaid-cell-phone-plans tablets /web/page/portal/Fido/Accessories /pages/#/internet promotions fido-home-phone mobile/lte-hotspots https://rogersbank.com/en/fido_mastercard_details? 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 easyloginriverpage support getcurious_faq Store Locator storelocator 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 ACF12D2A68110CA662C9EA74A844A34F

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com.rogers.livesite.controller.form.EmailArticleFormController sendEmailArticle fido/content on false false component.support.content.article. [Cookie] = [dtCookie=ACF12D2A68110CA662C9EA74A844A34F] [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] = [54.227.76.35] [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;402847863;149730853;2;402847863;149730853;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] = [54.227.76.35, 96.16.98.45] [X-dynaTrace-Application] = [Fido.ca] [X-Forwarded-For] = [54.227.76.35, 96.16.98.45] [Accept-Language] = [en-US,en;q=0.5] content device-warranty on ACF12D2A68110CA662C9EA74A844A34F /default/main/internet/fido/WORKAREA/common en_US j6ho4rit 2017-08-24 18:33:05 true site/support j6ho4rit templatedata/site/support/data/mobile/device-warranty 1527022478 2018-05-22 16:55:04 /default/main/internet/fido/STAGING /default/main/internet/fido device-warranty 1525973573851 2018-05-22 16:55:04 /default/main/internet/fido/WORKAREA/common/templatedata/site/support/data/mobile/device-warranty templatedata/site/support/data/mobile/device-warranty 1 true device-warranty ab, bc, mb, nb, nl, ns, nt, nu, on, pe, qc, sk, yt en, fr Mobile GetStarted faqs LifeCycleStage PreInstallation 945 Satisfaction guarantee & device warranty | Fido Support Fido satisfaction guarantee and manufacturer's warranty on phones, smartphone and Fido Home Phone and Internet devices Satisfaction guarantee and warranty on device <!-- /* BLOCK */ .article-block { margin-top:30px; margin-bottom:30px;} .alert { max-width:inherit;} --> <!-- BLOCK [START] --> <div class="article-block"> <h2>Fido satisfaction guarantee and manufacturer's warranty on phones, smartphone and Fido Home Phone and Internet devices</h2> <p>Fido offers you a 15-day satisfaction guarantee if you are not satisfied with the phone model recently purchased and a 1-year after-sales manufacturer&rsquo;s warranty from the date of purchase.</p> <p>We also offer the Fido satisfaction guarantee and manufacturer&rsquo;s warranty on <a href="/web/content/phonewarranty/satisfaction_guarantee_and_warranty_accessories">accessories</a>.</p> </div> <!-- BLOCK [END] --> <!-- BLOCK [START] --> <div class="article-block"> <h3>Eligibility conditions for the Fido 15-day satisfaction guarantee:</h3> <ul> <li>Your request must be made within <span>15 days from the original date of purchase</span>. <ul> <li>If you purchased at the store, count 15 days from the purchase date.</li> <li>If you 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 content (phone or Internet device, charger, user guide, etc.), in <span>its complete and original condition </span></li> <li>You must have the <span>original proof of purchase</span>.</li> </ul> <p><span>Please note that you will be billed for all charges until the deactivation of your service. </span></p> </div> <!-- BLOCK [END] --> <div class="support-divider-primary">&nbsp;</div> <!-- BLOCK [START] --> <div class="article-block"> <h2>Exchanging a defective unit or for another model (if you are eligible):</h2> <!-- BOX [START] --> <div class="gray-bg"> <h3>Things to Know</h3> <ul> <li>Only <span>one exchange</span> is allowed.</li> <li>Exchanges for the same model in a different color are authorized.</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 phone 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 request 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 over the phone (FidoDirect or Customer Service)</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 phone warranty letter is the proof of purchase.</li> <li><span>You must wait for the replacement phone first</span>. Once received, you have 10 days from this date to send us back the original phone. Otherwise, it will be charged to your account.</li> <li>The price difference between the two phones, if any, will be charged to your account. <ul> <li>If your account was created less than <span>90 days</span> ago and the retail price of the new phone is $100 or more, you will be required to pay cash on delivery for the cost of the new model. (Applicable only for purchases made through FidoDirect).</li> </ul> </li> <li>You will need to use the UPS or Canada Post <a href="/iw-web/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> <li> If you have provided an email address, you will receive an <a href="/iw-web/cms/pdf/PDF_Hardwareordershipmentconfirmation_wif.pdf" target="_blank">automated hardware exchange order confirmation</a> email. </li> </ul> </div> <!-- BOX [END] --> <!-- BLOCK [START] --> <div class="article-block"> <h4>Prepaid service</h4> <ul> <li>Payable upon delivery (COD); the refund is sent by cheque once the warehouse receives the returned unit.</li> <li>In the case of a prepaid account, the cost of the phone (retail price) will be payable upon delivery (COD). This charge will then be refunded by cheque once the warehouse receives the defective phone.</li> </ul> </div> <!-- BLOCK [END] --> <!-- BLOCK [START] --> <div class="article-block"> <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 2 [END] --> <!-- ACCORDION 3 [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="answer3" class="collapse"> <div class="faq-answer"><!-- BOX [START] --> <div class="gray-bg"> <h3>Things to Know</h3> <ul> <li>The phone warranty letter is the proof of purchase.</li> <li> You will need to use the UPS or Canada Post <a href="/iw-web/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> <li>If you have provided an email address, you will receive an <a href="/iw-web/cms/pdf/PDF_Hardwareordershipmentconfirmation_wif.pdf" target="_blank">automated hardware exchange order confirmation email</a>.</li> <li>The refund process will be automatically initiated once we have received the equipment and the refund will be applied on the same credit card you originally used.</li> </ul> </div> <!-- BOX [END] --> <!-- BLOCK [START] --> <div class="article-block"> <h4>If you don&rsquo;t yet have a Fido account:</h4> <h4>How to proceed</h4> <ul> <li>Simply refuse the order and place a new one.</li> <li> If you already accepted the order: <ul> <li>Return the device (including all items of the original purchase) by using the prepaid return waybill found in the original order package.</li> <li>Place a new order on fido.ca.</li> </ul> </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] --></div> <!-- BLOCK [END] --> <div class="support-divider-primary">&nbsp;</div> <p>&nbsp;</p> <!-- BLOCK [START] --> <div class="article-block"> <h2>Return for a refund (if you are eligible):</h2> <br /> <!-- ACCORDION 4 [START] --> <div class="faq-container"> <div class="faq-question"> <h3>For purchases made at a Fido store</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 phone cash receipt is the proof of purchase.</li> </ul> </div> <!-- BOX [END] --> <!-- BLOCK [START] --> <div class="article-block"> <h4>How to proceed</h4> <ul> <li>The return needs to be processed at the original point of sale.</li> </ul> </div> <!-- BLOCK [END] --></div> </div> </div> <!-- ACCORDION 4 [END] --> <!-- ACCORDION 5 [START] --> <div class="faq-container"> <div class="faq-question"> <h3>For purchases made over the phone (FidoDirect or Customer Service) or on fido.ca</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer5" class="collapse"> <div class="faq-answer"><!-- BOX [START] --> <div class="gray-bg"> <h3>Things to Know</h3> <ul> <li>The phone warranty letter is the proof of purchase.</li> <li>You will need to use the UPS or Canada Post <a href="/iw-web/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> <li>The refund will be processed automatically upon receipt of the equipment in good condition at the warehouse and refunded as follows: <ul> <li>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>Paid cash on delivery (COD) or charged to your invoice: <ul> <li>The reimbursement will be applied to your account.</li> </ul> </li> </ul> </li> <li>If you wish to return a device and cancel your account, 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.<br /><br /> <span>Prepaid services</span>:</li> </ul> <ul> <li>Once the warehouse receives the unit, the reimbursement will be applied on the original credit card used for the payment. <ul> <li>If the original payment was COD, the refund will be processed by cheque.</li> </ul> </li> </ul> </div> <!-- BOX [START] --> <h4>How to proceed</h4> <ul> <li> Return the device (including all items of the original purchase) by using the <a href="/iw-web/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> </div> </div> </div> <!-- ACCORDION 5 [END] --></div> <!-- BLOCK [END] --> <div class="support-divider-primary">&nbsp;</div> <p>&nbsp;</p> <!-- BLOCK [START] --> <div class="article-block"> <h2>Not eligible for an exchange or a refund</h2> <br /> <p>Exchanges for another model or returns for refund are only possible if you are eligible for the Fido 15-day satisfaction guarantee. If your hardware is defective, Fido offers you a 1-year after-sales manufacturer&rsquo;s warranty:</p> <!-- ACCORDION 6 [START] --> <div class="faq-container"> <div class="faq-question"> <h3>After-sales manufacturer&rsquo;s warranty</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer6" class="collapse"> <div class="faq-answer"> <h4>The after-sales manufacturer&rsquo;s warranty</h4> <p>The after-sales manufacturer&rsquo;s warranty covers problems or malfunctions due to a manufacturer&rsquo;s defect for any Fido phone from 16 days up to 365 days from the date of purchase.</p> <ul> <li>Please note that refurbished iPhones have a warranty of 180 days only. The original proof of purchase is required.</li> </ul> <p>If your phone is defective during the manufacturer&rsquo;s warranty period and the <a class="support-modal" rel="#scenario5" href="#">defect is covered</a>, simply bring your phone to any participating <a href="/web/Fido.portal?_nfpb=true&amp;_pageLabel=StoreLocator">Fido store</a> (with your original proof of purchase) and we will send it for repair. If you need a phone during the repair period, we offer a <a href="/web/content/phonewarranty/phone_loan">loaner program</a>.</p> <p>If your warranty period is over or the defect is not covered by the manufacturer&rsquo;s warranty, you can opt for one of the following options:</p> <h4>Buying a new phone</h4> <ul> <li>See the various <a href="/web/content/phonewarranty/how_to_upgrade_phone">phone upgrade</a> options available to you.</li> </ul> <h4>Repairing your phone</h4> <ul> <li>You can send your phone for repair. A quote will be provided and you can decide if you want to go ahead with the repair.</li> <li>After an in-depth inspection, the repair centre may conclude that your phone is beyond repair due to damage. In this case, the phone will not be repaired and will be returned to you.</li> </ul> <h4>Device Protection Services</h4> <ul> <li>If you are enrolled for Fido Device Protection, see <a href="/web/content/catalogue/deviceprotection">how you can replace your device</a>.</li> </ul> <h4>Fido Home Phone</h4> <ul> <li>The Fido Home Phone device is not eligible for the Fido Repair and Loaner program.</li> <li>For help with a defective device (16-365 days from the date of purchase), contact us free of charge at 6-1-1, from your Fido phone or 1-888-481-3436 from any other phone.</li> </ul> </div> </div> </div> <!-- ACCORDION 6 [END] --></div> <!-- BLOCK [END] --> <!-- 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 15-day satisfaction guarantee or manufacturer&rsquo;s warranty:</h4> </div> <div class="modal-body"> <ul> <li>Accidental damage or phone abuse, i.e., cracked/damaged faceplate.</li> <li>Physical damage or non-functioning phone due to external causes, such as corrosion, 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>Transmission or reception issues caused by the network, or the location of your phone when making a call, and not by the phone itself.</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 phone, like a charger, headset or attachable camera.</li> <li>Test and/or use of accessories not sold by Fido.</li> <li>Cracks, scratches, faceplate color change due to long-time use.</li> <li>Any phone where the IMEI identification number on the sticker inside the phone has been modified.</li> <li>Phone containing foreign pieces.</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.<br /><br /> You must send the package to the following address:<br /><br /> <span>SBE Canada Ltd.</span><br /> 2300 Hogan Drive, Door 32<br /> Mississauga, ON<br /> L5N 0C8</p> </div> </div> </div> </div> <!-- MODAL CONTENT [END] --> Garantie de satisfaction sur l'appareil | Fido Support Garantie de satisfaction Fido et garantie du fabricant sur les téléphones, les téléphones intelligents et les appareils Internet et pour la Téléphonie résidentielle de Fido Garantie de satisfaction Fido et garantie du fabricant sur l'appareil <!-- /* BLOCK */ .article-block { margin-top:30px; margin-bottom:30px;} .alert { max-width:inherit;} --> <!-- BLOCK [START] --> <div class="article-block"> <h2>Garantie de satisfaction Fido et garantie du fabricant sur les t&eacute;l&eacute;phones, les t&eacute;l&eacute;phones intelligents et les appareils Internet et pour la T&eacute;l&eacute;phonie r&eacute;sidentielle de Fido</h2> <p>Fido vous offre une garantie de satisfaction de 15 jours si vous n'&ecirc;tes pas satisfait de l&rsquo;appareil que vous avez achet&eacute; r&eacute;cemment, ainsi qu'une garantie apr&egrave;s-vente du fabricant de un an suivant la date d'achat.</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_accessories">accessoires</a>.</p> </div> <!-- BLOCK [END] --> <!-- BLOCK [START] --> <div class="article-block"> <h3>Crit&egrave;res d&rsquo;admissibilit&eacute; pour la garantie de satisfaction Fido de 15 jours :</h3> <ul> <li>Votre demande doit &ecirc;tre faite dans les <span>15 days jours suivant la date d&rsquo;achat.</span> <ul> <li>Si le t&eacute;l&eacute;phone a &eacute;t&eacute; achet&eacute; au magasin, comptez 15 jours &agrave; partir de la date d&rsquo;achat.</li> <li>Si le t&eacute;l&eacute;phone a &eacute;t&eacute; achet&eacute; par l&rsquo;interm&eacute;diaire du Service &agrave; la client&egrave;le ou de fido.ca, comptez 15 jours &agrave; compter de la date d&rsquo;envoi.</li> </ul> </li> <li>Vous devez retourner tous les &eacute;l&eacute;ments de l&rsquo;achat d&rsquo;origine, c&rsquo;est-&agrave;-dire la bo&icirc;te d&rsquo;origine et tous ses composants (t&eacute;l&eacute;phone ou appareil Internet, chargeur, guide de l'utilisateur, etc.) <span>dans leur &eacute;tat d'origine.</span></li> <li>Vous devez avoir <span>l&rsquo;original de la preuve d&rsquo;achat</span>.</li> </ul> <p><span>Veuillez prendre note que des frais seront factur&eacute;s jusqu&rsquo;&agrave; la r&eacute;siliation de votre service. </span></p> </div> <!-- BLOCK [END] --> <div class="support-divider-primary">&nbsp;</div> <!-- BLOCK [START] --> <div class="article-block"> <h2>&Eacute;change d&rsquo;un appareil d&eacute;fectueux contre un autre mod&egrave;le (&agrave; condition d&rsquo;&ecirc;tre admissible)</h2> <!-- BOX [START] --> <div class="gray-bg"> <h3>Ce qu&rsquo;il faut savoir</h3> <ul> <li>Un <span>seul &eacute;change </span> est permis.</li> <li>Les &eacute;changes du m&ecirc;me mod&egrave;le, mais d&rsquo;une couleur diff&eacute;rente sont autoris&eacute;s.</li> </ul> </div> <!-- BOX [END] --> <!-- ACCORDION 1 [START] --> <div class="faq-container"> <div class="faq-question"> <h3>Achats 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&rsquo;il faut savoir</h3> <ul> <li>Le re&ccedil;u de caisse est votre preuve d&rsquo;achat.</li> </ul> </div> <!-- BOX [END] --> <div class="article-block"> <h4>Comment proc&eacute;der</h4> <ul> <li>L'&eacute;change doit &ecirc;tre fait au m&ecirc;me point de vente o&ugrave; l&rsquo;appareil a &eacute;t&eacute; achet&eacute;.</li> </ul> </div> </div> </div> </div> <!-- ACCORDION 1 [END] --> <!-- ACCORDION 2 [START] --> <div class="faq-container"> <div class="faq-question"> <h3>Achats par t&eacute;l&eacute;phone (FidoDirect ou Service &agrave; la client&egrave;le)</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&rsquo;il faut savoir</h3> <ul> <li>La lettre de garantie du t&eacute;l&eacute;phone constitue une preuve d'achat.</li> <li><span>Vous devez d&rsquo;abord attendre la livraison de l&rsquo;appareil de remplacement,</span> puis vous disposez de 10 jours &agrave; partir de cette date pour nous envoyer l'appareil initial. Dans le cas contraire, des frais seront port&eacute;s &agrave; votre compte.</li> <li>La diff&eacute;rence de prix entre les deux t&eacute;l&eacute;phones, s'il y a lieu, sera port&eacute;e &agrave; votre compte. <ul> <li>Si votre compte a &eacute;t&eacute; cr&eacute;&eacute; depuis moins <span>90 jours</span> et que le prix de d&eacute;tail du nouveau t&eacute;l&eacute;phone est d&rsquo;au moins 100 $, vous serez tenu de payer &agrave; la livraison le co&ucirc;t du nouveau mod&egrave;le. (Ne s&rsquo;applique qu&rsquo;aux achats effectu&eacute;s &agrave; l'aide de FidoDirect).</li> </ul> </li> <li>Vous devrez utiliser le <a href="/iw-web/cms/pdf/PDF_lettre_waybill.pdf" target="_blank">bordereau d'exp&eacute;dition pr&eacute;pay&eacute; </a> d&rsquo;UPS ou de Postes Canada qui se trouve dans la bo&icirc;te d&rsquo;origine. Marche &agrave; suivre si vous avez <a class="support-modal" rel="#scenario6" href="#">perdu le bordereau d'exp&eacute;dition</a>. </li> <li>Si vous avez fourni une adresse de courriel, vous recevrez par courriel une <a href="/iw-web/cms/pdf/PDF_Hardwareordershipmentconfirmation_wif.pdf" target="_blank">confirmation de votre commande d'&eacute;change d'&eacute;quipement automatis&eacute;e</a>.</li> </ul> </div> <!-- BOX [END] --> <!-- BLOCK [START] --> <div class="article-block"> <h4>Service pr&eacute;pay&eacute;</h4> <ul> <li>Payable &agrave; la livraison. Vous recevrez un remboursement par ch&egrave;que une fois que l&rsquo;entrep&ocirc;t recevra l&rsquo;appareil retourn&eacute;.</li> <li>Dans le cas d&rsquo;un compte pr&eacute;pay&eacute;, le co&ucirc;t du t&eacute;l&eacute;phone (prix de d&eacute;tail) sera payable &agrave; la livraison. Ces frais seront alors rembours&eacute;s par ch&egrave;que une fois que l&rsquo;entrep&ocirc;t recevra l&rsquo;appareil d&eacute;fectueux.</li> </ul> </div> <!-- BLOCK [END] --> <!-- BLOCK [START] --> <div class="article-block"> <h4>Comment proc&eacute;der</h4> <ul> <li>Communiquez avec nous en composant sans frais le <span>6-1-1</span> de votre t&eacute;l&eacute;phone Fido ou le <span>1-888-481-3436</span> de tout autre t&eacute;l&eacute;phone.</li> </ul> </div> <!-- BLOCK [END] --></div> </div> </div> <!-- ACCORDION 2 [END] --> <!-- ACCORDION 3 [START] --> <div class="faq-container"> <div class="faq-question"> <h3>Achats sur fido.ca</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&rsquo;il faut savoir</h3> <ul> <li>La lettre de garantie du t&eacute;l&eacute;phone constitue la preuve d'achat.</li> <li>Vous devrez utiliser le <a href="/iw-web/cms/pdf/PDF_lettre_waybill.pdf" target="_blank">bordereau d'exp&eacute;dition pr&eacute;pay&eacute; </a> d&rsquo;UPS ou de Postes Canada qui se trouve dans la bo&icirc;te d&rsquo;origine. Marche &agrave; suivre si vous avez <a class="support-modal" rel="#scenario6" href="#">perdu le bordereau d'exp&eacute;dition</a>.</li> <li>Si vous avez fourni une adresse de courriel, vous recevrez par courriel une <a href="/iw-web/cms/pdf/PDF_Hardwareordershipmentconfirmation_wif.pdf" target="_blank">confirmation de votre commande d'&eacute;change d'&eacute;quipement automatis&eacute;e</a>.</li> <li>Le processus de remboursement sera automatiquement lanc&eacute; lorsque nous recevrons l&rsquo;&eacute;quipement et le remboursement sera port&eacute; &agrave; la carte de cr&eacute;dit utilis&eacute;e pour l&rsquo;achat de l'appareil.</li> </ul> </div> <!-- BOX [END] --> <!-- BLOCK [START] --> <div class="article-block"> <h4>Si vous n&rsquo;avez pas encore un compte Fido</h4> <h4>Comment proc&eacute;der</h4> <ul> <li>Refusez la commande et faites-en une autre.</li> <li>Si vous avez d&eacute;j&agrave; accept&eacute; la commande : <ul> <li>Retournez l&rsquo;appareil (avec tous les &eacute;l&eacute;ments de l&rsquo;achat d'origine) en utilisant le bordereau d&rsquo;exp&eacute;dition pr&eacute;pay&eacute; contenu dans la bo&icirc;te d&rsquo;origine.</li> <li>Faites une nouvelle commande sur fido.ca.</li> </ul> </li> </ul> </div> <!-- BLOCK [END] --> <!-- BLOCK [START] --> <div class="article-block"> <h4>Si vous avez un compte Fido</h4> <h4>Comment proc&eacute;der</h4> <ul> <li>Communiquez avec nous en composant sans frais <span>6-1-1</span> ou le <span>1-888-481-3436</span> de tout autre t&eacute;l&eacute;phone.</li> </ul> </div> <!-- BLOCK [END] --></div> </div> </div> <!-- ACCORDION 3 [END] --></div> <!-- BLOCK [END] --> <div class="support-divider-primary">&nbsp;</div> <p>&nbsp;</p> <!-- BLOCK [START] --> <div class="article-block"> <h2>Retour contre remboursement (&agrave; condition d&rsquo;&ecirc;tre admissible)</h2> <br /> <!-- ACCORDION 4 [START] --> <div class="faq-container"> <div class="faq-question"> <h3>Achats dans un magasin Fido</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&rsquo;il faut savoir</h3> <ul> <li>Le re&ccedil;u de caisse est votre preuve d&rsquo;achat.</li> </ul> </div> <!-- BOX [END] --> <!-- BLOCK [START] --> <div class="article-block"> <h4>Comment proc&eacute;der</h4> <ul> <li>Le retour doit &ecirc;tre fait au m&ecirc;me point de vente o&ugrave; l&rsquo;appareil a &eacute;t&eacute; achet&eacute;.</li> </ul> </div> <!-- BLOCK [END] --></div> </div> </div> <!-- ACCORDION 4 [END] --> <!-- ACCORDION 5 [START] --> <div class="faq-container"> <div class="faq-question"> <h3>Achats par t&eacute;l&eacute;phone (FidoDirect ou Service &agrave; la client&egrave;le) et sur fido.ca</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer5" class="collapse"> <div class="faq-answer"><!-- BOX [START] --> <div class="gray-bg"> <h3>Ce qu&rsquo;il faut savoir</h3> <ul> <li>La lettre de garantie du t&eacute;l&eacute;phone constitue la preuve d'achat.</li> <li>Vous devrez utiliser le <a href="/iw-web/cms/pdf/PDF_lettre_waybill.pdf" target="_blank">bordereau d'exp&eacute;dition pr&eacute;pay&eacute; </a> d&rsquo;UPS ou de Postes Canada qui se trouve dans la bo&icirc;te d&rsquo;origine. Marche &agrave; suivre si vous avez <a class="support-modal" rel="#scenario6" href="#">perdu le bordereau d'exp&eacute;dition</a>. </li> <li>Le remboursement sera trait&eacute; automatiquement d&egrave;s la r&eacute;ception de l'&eacute;quipement en bon &eacute;tat &agrave; notre entrep&ocirc;t. <ul> <li>R&eacute;gl&eacute; par carte de cr&eacute;dit : <ul> <li>Le cr&eacute;dit sera port&eacute; &agrave; votre compte, si celui-ci est encore actif. Sinon, le remboursement sera port&eacute; &agrave; la carte de cr&eacute;dit que vous avez utilis&eacute;e pour le paiement initial.</li> </ul> </li> <li>Pay&eacute; &agrave; la livraison ou port&eacute; &agrave; votre compte : <ul> <li>Le remboursement sera port&eacute; &agrave; votre compte.</li> </ul> </li> </ul> </li> <li>Si vous souhaitez retourner un appareil et annuler votre compte, communiquez avec nous en composant sans frais le <span>6-1-1</span> de votre t&eacute;l&eacute;phone Fido ou le <span>1-888-481-3436</span> de tout autre t&eacute;l&eacute;phone.<br /><br /> <span>Services pr&eacute;pay&eacute;s</span></li> </ul> <ul> <li>Une fois que l&rsquo;entrep&ocirc;t recevra l&rsquo;appareil, le remboursement sera port&eacute; &agrave; la carte de cr&eacute;dit que vous avez utilis&eacute;e pour le paiement initial. <ul> <li>Si l&rsquo;appareil a &eacute;t&eacute; pay&eacute; &agrave; la livraison, le remboursement sera remis par ch&egrave;que.</li> </ul> </li> </ul> </div> <!-- BOX [START] --> <h4>Comment proc&eacute;der</h4> <ul> <li>Retournez l&rsquo;appareil (avec tous les &eacute;l&eacute;ments de l&rsquo;achat d'origine) en utilisant le <a href="/iw-web/cms/pdf/PDF_lettre_waybill.pdf" target="_blank">bordereau d'exp&eacute;dition pr&eacute;pay&eacute; </a> contenu dans la bo&icirc;te d&rsquo;origine <ul> <li>Prenez en note le num&eacute;ro de suivi du retour.</li> </ul> </li> </ul> </div> </div> </div> <!-- ACCORDION 5 [END] --></div> <!-- BLOCK [END] --> <div class="support-divider-primary">&nbsp;</div> <p>&nbsp;</p> <!-- BLOCK [START] --> <div class="article-block"> <h2>Non admissible &agrave; un &eacute;change ou &agrave; un retour</h2> <br /> <p>Les &eacute;changes contre un mod&egrave;le diff&eacute;rent ou les retours contre un remboursement ne sont permis que si vous &ecirc;tes admissible &agrave; la garantie de satisfaction Fido de 15 jours. Fido offre une garantie apr&egrave;s-vente du fabricant de un an si vous avez un appareil d&eacute;fectueux.</p> <!-- ACCORDION 6 [START] --> <div class="faq-container"> <div class="faq-question"> <h3>Garantie apr&egrave;s-vente du fabricant</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer6" class="collapse"> <div class="faq-answer"> <h4>Garantie apr&egrave;s-vente du fabricant</h4> <p>Le programme de garantie apr&egrave;s-vente du fabricant couvre les probl&egrave;mes et les anomalies attribuables &agrave; un d&eacute;faut de fabrication des appareils vendus par Fido entre les 16e et 365e jours suivant l'achat.</p> <ul> <li>Veuillez prendre note que les appareils iPhone remis &agrave; neuf ont une garantie de 180 jours seulement. La preuve d&rsquo;achat originale est requise.</li> </ul> <p>Si votre appareil est d&eacute;fectueux pendant la garantie du fabricant et que la d&eacute;fectuosit&eacute; est <a href="#scenario5">couverte par la garantie</a>, apportez votre t&eacute;l&eacute;phone dans un <a href="/web/Fido.portal?_nfpb=true&amp;_pageLabel=StoreLocator">magasin Fido</a> participant (avec votre preuve d&rsquo;achat originale) et nous l&rsquo;enverrons au centre de r&eacute;paration. Si vous avez besoin d&rsquo;un t&eacute;l&eacute;phone de pr&ecirc;t pendant la p&eacute;riode de r&eacute;paration, nous offrons le <a href="/web/content/phonewarranty/phone_loan">programme de pr&ecirc;t</a>.</p> <p>Si votre garantie n'est plus en vigueur ou si la d&eacute;fectuosit&eacute; n'est pas couverte par la garantie du fabricant, vous pouvez choisir l'une des options ci-dessous.</p> <h4>Acheter un nouveau t&eacute;l&eacute;phone</h4> <ul> <li>Consultez les diverses options de <a href="/web/content/phonewarranty/how_to_upgrade_phone">rehaussement d'&eacute;quipement</a>.</li> </ul> <h4>R&eacute;parer votre t&eacute;l&eacute;phone</h4> <ul> <li>Vous pouvez faire une demande de r&eacute;paration pour votre t&eacute;l&eacute;phone. Un devis vous sera alors pr&eacute;sent&eacute;, et vous pourrez d&eacute;cider de faire r&eacute;parer ou non votre appareil.</li> <li>Apr&egrave;s une inspection minutieuse, le centre de r&eacute;paration peut d&eacute;clarer votre t&eacute;l&eacute;phone trop endommag&eacute; pour &ecirc;tre r&eacute;par&eacute;. Le cas &eacute;ch&eacute;ant, le t&eacute;l&eacute;phone ne sera pas r&eacute;par&eacute; et vous sera retourn&eacute;.</li> </ul> <h4>Services de protection de l&rsquo;appareil</h4> <ul> <li>Si vous &ecirc;tes abonn&eacute; &agrave; la Protection de l&rsquo;appareil de Fido, <a href="/web/content/catalogue/deviceprotection">voici comment vous pouvez remplacer votre appareil</a>.</li> </ul> <h4>T&eacute;l&eacute;phonie r&eacute;sidentielle de Fido</h4> <ul> <li>L&rsquo;appareil pour la T&eacute;l&eacute;phonie r&eacute;sidentielle de Fido n&rsquo;est pas admissible au programme de r&eacute;paration et de pr&ecirc;t de Fido.</li> <li>Pour obtenir de l&rsquo;aide concernant un appareil d&eacute;fectueux (de 16 &agrave; 365 jours apr&egrave;s la date de l'achat), communiquez avec nous en composant sans frais le <span>6-1-1</span>, from your Fido phone ou le <span>1 888 481 3436</span> de tout autre t&eacute;l&eacute;phone.</li> </ul> </div> </div> </div> <!-- ACCORDION 6 [END] --></div> <!-- BLOCK [END] --> <!-- 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">Dommages accidentels ou utilisation abusive (c.-&agrave;-d., couvercle fendu ou endommag&eacute;).Dommages mat&eacute;riels ou mauvais fonctionnement attribuables &agrave; des &eacute;l&eacute;ments ext&eacute;rieurs :</h4> </div> <div class="modal-body"> <ul> <li>Dommages mat&eacute;riels ou mauvais fonctionnement attribuables &agrave; des &eacute;l&eacute;ments ext&eacute;rieurs : rouille, d&eacute;g&acirc;ts caus&eacute;s par l'eau, d&eacute;bris &agrave; l'int&eacute;rieur de l'appareil, etc.</li> <li>Dommages mat&eacute;riels &agrave; l'&eacute;cran ACL de l'appareil : fissures, cassures ou d&eacute;coloration en de multiples endroits.</li> <li>Probl&egrave;mes d'&eacute;mission-r&eacute;ception attribuables au r&eacute;seau ou &agrave; la position de l'appareil pendant un appel et non au fonctionnement m&eacute;canique de l'appareil en tant que tel.</li> <li>Dommages caus&eacute;s aux composants internes &agrave; la suite d'une force excessive appliqu&eacute;e &agrave; la pile ou au terminal par l'interm&eacute;diaire d'un p&eacute;riph&eacute;rique, comme un chargeur, des &eacute;couteurs ou un appareil photo &agrave; connecter.</li> <li>Fissures, &eacute;gratignures ou d&eacute;coloration du couvercle attribuables &agrave; une longue utilisation de l'appareil.</li> <li>Mise &agrave; l'essai ou utilisation d'accessoires non vendus par Fido.</li> <li>Fissures, &eacute;gratignures ou d&eacute;coloration du couvercle attribuables &agrave; une longue utilisation de l'appareil.</li> <li>Modification du num&eacute;ro IMEI ou de l'&eacute;tiquette &agrave; l'int&eacute;rieur de l'appareil.</li> <li>Pi&egrave;ces &eacute;trang&egrave;res dans l'appareil.</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&rsquo;exp&eacute;dition</h4> </div> <div class="modal-body"> <p>Vous devez retourner votre appareil &agrave; vos frais.<br /><br /> Envoyez le colis &agrave; l&rsquo;adresse suivante :<br /><br /> <span>SBE Canada Ltd.</span><br /> 2300 Hogan Drive, porte 32<br /> Mississauga (Ontario)<br /> L5N 0C8</p> </div> </div> </div> </div> <!-- MODAL CONTENT [END] --> 6LfFoRATAAAAAF4k8pYifmzO12cKXzERsY-nUGdh

Satisfaction guarantee and warranty on device

Fido satisfaction guarantee and manufacturer's warranty on phones, smartphone and Fido Home Phone and Internet devices

Fido offers you a 15-day satisfaction guarantee if you are not satisfied with the phone model recently purchased and a 1-year after-sales manufacturer’s warranty from the date of purchase.

We also offer the Fido satisfaction guarantee and manufacturer’s warranty on accessories.

Eligibility conditions for the Fido 15-day satisfaction guarantee:

  • Your request must be made within 15 days from the original date of purchase.
    • If you purchased at the store, count 15 days from the purchase date.
    • If you 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 content (phone or Internet device, charger, user guide, etc.), in its complete and original condition
  • You must have the original proof of purchase.

Please note that you will be billed for all charges until the deactivation of your service.

 

Exchanging a defective unit or for another model (if you are eligible):

Things to Know

  • Only one exchange is allowed.
  • Exchanges for the same model in a different color are authorized.

For purchases made in-store

Things to Know

  • The phone cash receipt is the proof of purchase.

How to proceed

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

For purchases made over the phone (FidoDirect or Customer Service)

Things to Know

  • The phone warranty letter is the proof of purchase.
  • You must wait for the replacement phone first. Once received, you have 10 days from this date to send us back the original phone. Otherwise, it will be charged to your account.
  • The price difference between the two phones, if any, will be charged to your account.
    • If your account was created less than 90 days ago and the retail price of the new phone is $100 or more, you will be required to pay cash on delivery for the cost of the new model. (Applicable only for purchases made through FidoDirect).
  • 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.
  • If you have provided an email address, you will receive an automated hardware exchange order confirmation email.

Prepaid service

  • Payable upon delivery (COD); the refund is sent by cheque once the warehouse receives the returned unit.
  • In the case of a prepaid account, the cost of the phone (retail price) will be payable upon delivery (COD). This charge will then be refunded by cheque once the warehouse receives the defective phone.

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 on fido.ca

Things to Know

If you don’t yet have a Fido account:

How to proceed

  • Simply refuse the order and place a new one.
  • If you already accepted the order:
    • Return the device (including all items of the original purchase) by using the prepaid return waybill found in the original order package.
    • Place a new order on fido.ca.

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.
 

 

Return for a refund (if you are eligible):


For purchases made at a Fido store

Things to Know

  • The phone cash receipt is the proof of purchase.

How to proceed

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

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

Things to Know

  • The phone warranty letter is the proof of purchase.
  • 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.
  • The refund will be processed automatically upon receipt of the equipment in good condition at the warehouse and refunded as follows:
    • 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).
    • Paid cash on delivery (COD) or charged to your invoice:
      • The reimbursement will be applied to your account.
  • If you wish to return a device and cancel your account, contact us free of charge at 6-1-1, from your Fido phone or 1-888-481-3436 from any other phone.

    Prepaid services:
  • Once the warehouse receives the unit, the reimbursement will be applied on the original credit card used for the payment.
    • If the original payment was COD, the refund will be processed by cheque.

How to proceed

  • Return the device (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 Fido 15-day satisfaction guarantee. If your hardware is defective, Fido offers you a 1-year after-sales manufacturer’s warranty:

After-sales manufacturer’s warranty

The after-sales manufacturer’s warranty

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

  • Please note that refurbished iPhones have a warranty of 180 days only. The original proof of purchase is required.

If your phone is defective during the manufacturer’s warranty period and the defect is covered, simply bring your phone to any participating Fido store (with your original proof of purchase) and we will send it for repair. If you need a phone during the repair period, we offer a loaner program.

If your warranty period is over or the defect is not covered by the manufacturer’s warranty, you can opt for one of the following options:

Buying a new phone

Repairing your phone

  • You can send your phone for repair. A quote will be provided and you can decide if you want to go ahead with the repair.
  • After an in-depth inspection, the repair centre may conclude that your phone is beyond repair due to damage. In this case, the phone will not be repaired and will be returned to you.

Device Protection Services

Fido Home Phone

  • The Fido Home Phone device is not eligible for the Fido Repair and Loaner program.
  • For help with a defective device (16-365 days from the date of purchase), contact us free of charge at 6-1-1, from your Fido phone or 1-888-481-3436 from any other phone.