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com.rogers.livesite.controller.form.EmailArticleFormController sendEmailArticle fido/content on false false component.support.content.article. [User-Agent] = [CCBot/2.0 (https://commoncrawl.org/faq/)] [X-dynatrace-Origin-URL] = [https://www.fido.ca/consumer/content/device-warranty] [Accept-Encoding] = [gzip] [True-Client-IP] = [3.238.235.155] [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] = [FW4;1415312027;10;1975276096;181349292;7;-1151093806;1271;533d;2h01;3h75bc5240;4h0acf2bac] [X-WebLogic-KeepAliveSecs] = [30] [Proxy-Client-IP] = [3.238.235.155, 69.192.0.148] [X-dynaTrace-Application] = [1%3B1%3B02988af77a4c58f7] [X-ruxit-Apache-ServerNamePorts] = [www.fido.ca:8443] [Cookie] = [dtCookie==3=srv=10=sn=8072491498FE26A3F23ECF078D1D4701=perc=100000=ol=0=mul=1=app:02988af77a4c58f7=1] [Akamai-Origin-Hop] = [2] [Accept] = [text/html,application/xhtml+xml,application/xml;q=0.9,*/*;q=0.8] [Connection] = [Keep-Alive] [Host] = [www.fido.ca] [Pragma] = [no-cache] [X-WebLogic-Force-JVMID] = [87039052] [Via] = [1.1 v1-akamaitech.net(ghost) (AkamaiGHost), 1.1 akamai.net(ghost) (AkamaiGHost)] [TE] = [chunked;q=1.0] [X-Akamai-CONFIG-LOG-DETAIL] = [true] [Cache-Control] = [no-cache, max-age=0] [X-DataStream-Session-Id] = [f5b127245-609e4593-3422bf62] [X-Forwarded-For] = [3.238.235.155, 69.192.0.148] [X-dynaTrace-RequestState] = [agentId=0x75bc5240&pathDepth=1] [Accept-Language] = [en-US,en;q=0.5] content device-warranty on =3=srv=10=sn=8072491498FE26A3F23ECF078D1D4701=perc=100000=ol=0=mul=1=app:02988af77a4c58f7=1 /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 1615216449 2021-03-08 10:14:45 /default/main/internet/fido/STAGING /default/main/internet/fido device-warranty 1615213279432 2021-03-08 10:14:45 /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 & Manufacturer’s Warranty | Fido Not happy with your purchase? Check if you’re eligible for exchanges, refunds or repair with Fido’s satisfaction guarantee & manufacturer's warranty. Satisfaction guarantee and warranty on device <!-- DSO-32410 --> <!-- Fido - Support - Device Warranty (30 day return) Clean up --> <!-- /* 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 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 accessories.</p> </div> <!-- BLOCK [END] --> <!-- BLOCK [START] --> <div class="article-block"> <h3>Eligibility conditions for the Fido satisfaction guarantee:</h3> <ul> <li>If you purchased at the Fido retail <strong>store</strong>, count <strong>15 days</strong> from the purchase date.. </li> <li>If you purchased from Fido.ca or the Fido call centre <strong>(including Express Pickup)</strong>, count <strong>30 days</strong> from the date the order was shipped.</li> <li>You must return all items of the original purchase, meaning the original box and all of its contents (phone or Internet device, charger, user guide, etc.), in its complete and original condition.</li> <li>You must have the original proof of purchase.</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 prepaid return label provided with your new phone. If you can&rsquo;t find the return label contact us free of charge at 6-1-1 from your Fido phone or at 1-888-481-3436 from any phone.</li> <!-- <li>You will need to use the UPS or Canada Post <a href="/iw-web/cms/pdf/PDF_lettre_waybill.pdf" mce_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="#" mce_href="#">lost the prepaid waybill</a>. </li> --> <li> If you have provided an email address, you will receive an automated hardware exchange order confirmation 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" mce_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="#" mce_href="#">lost the prepaid waybill</a>. </li> --> <li>You will need to use the prepaid return label provided with your new phone. If you can&rsquo;t find the return label contact us free of charge at 6-1-1 from your Fido phone or at 1-888-481-3436 from any phone.</li> <li>If you have provided an email address, you will receive an automated hardware exchange order confirmation email.</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> If you already accepted the order: <ul> <li>Return the device (including all items of the original purchase) by using the prepaid return label provided with your new phone.</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" mce_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="#" mce_href="#">lost the prepaid waybill</a>. </li> --> <li>You will need to use the prepaid return label provided with your new phone. If you can&rsquo;t find the return label contact us free of charge at 6-1-1 from your Fido phone or at 1-888-481-3436 from any phone.</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> </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. </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 prepaid return label provided with your new phone. <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 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="#" mce_href="#">defect is covered</a>, simply bring your phone to any participating <a href="/web/Fido.portal?_nfpb=true&amp;_pageLabel=StoreLocator" mce_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" mce_href="/web/content/phonewarranty/phone_loan">loaner program</a>.</p> --> <p>If your phone is defective during the manufacturer&rsquo;s warranty period and the <a href="https://www.fido.ca/consumer/content/device-warranty">defect is covered</a>, simply bring your phone to any participating <a href="https://www.fido.ca/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="https://www.fido.ca/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> <!-- <ul> <li>See the various <a href="/web/content/phonewarranty/how_to_upgrade_phone" mce_href="/web/content/phonewarranty/how_to_upgrade_phone">phone upgrade</a> options available to you.</li> </ul> --> <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. Find out more about the <a href="https://www.fido.ca/consumer/content/repair-faq">Fido Repair Program</a>.</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), please <a href="https://www.fido.ca/consumer/contact-us">contact us</a>.</li> </ul> </div> </div> </div> <!-- ACCORDION 6 [END] --> <p><strong>Related Links: </strong></p> <ul> <li><a title="Go to article: Exchange and return policy on mobile devices" href="https://www.fido.ca/consumer/content/exchanges-deliveries">Exchange and return policy on mobile devices</a></li> </ul> </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] --> Defective phone phone not working refund return device device protection, covered by warranty, cell phone warranty Garantie de satisfaction et garantie du fabricant | Fido Insatisfait(e)? Vérifiez votre admissibilité à un échange, un remboursement ou une réparation avec les garanties de satisfaction Fido et du fabricant. Garantie de satisfaction et garantie 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 si le mod&egrave;le de t&eacute;l&eacute;phone que vous avez achet&eacute; r&eacute;cemment ne vous satisfait pas, ainsi qu&rsquo;une garantie apr&egrave;s-vente du fabricant de un an suivant la date d&rsquo;achat.</p> <p>On offre aussi la garantie de satisfaction Fido et la garantie du fabricant pour les accessoires.</p> </div> <!-- BLOCK [END] --> <!-- BLOCK [START] --> <div class="article-block"> <h3>Conditions d&rsquo;admissibilit&eacute; &agrave; la garantie de satisfaction Fido :</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 vous avez effectu&eacute; un achat dans un <strong>magasin</strong> Fido, comptez <strong>15 jours</strong> &agrave; partir de la date d&rsquo;achat.</li> <li>Si vous avez effectu&eacute; un achat par l&rsquo;entremise de fido.ca ou d&rsquo;un centre d&rsquo;appel de Fido <strong>(incluant la Cueillette express)</strong>, comptez <strong>30 jours</strong> &agrave; partir de la date d&rsquo;envoi.</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 tout son contenu (t&eacute;l&eacute;phone ou appareil Internet, chargeur, guide de l&rsquo;utilisateur, etc.), dans leur &eacute;tat d&rsquo;origine.</li> <li>Il faut avoir en main l&rsquo;original de sa preuve d&rsquo;achat.</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>Veuillez prendre note que des frais seront factur&eacute;s jusqu&rsquo;&agrave; la r&eacute;siliation de votre service.</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 une preuve d'achat.</li> <li>Vous devez d&rsquo;abord attendre la livraison du t&eacute;l&eacute;phone de remplacement. Une fois que vous l&rsquo;avez re&ccedil;u, vous avez 10 jours &agrave; partir de cette date pour nous envoyer le t&eacute;l&eacute;phone 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&rsquo;il y a lieu, sera port&eacute;e &agrave; votre compte.</li> <li>Vous devrez utiliser l&rsquo;&eacute;tiquette de retour pr&eacute;pay&eacute; fournie avec votre nouveau t&eacute;l&eacute;phone. Si vous ne trouvez pas l&rsquo;&eacute;tiquette de retour, composez sans frais le 6 1 1 &agrave; partir de votre t&eacute;l&eacute;phone Fido ou le 1 -888 481 3436 &agrave; partir de tout autre t&eacute;l&eacute;phone.</li> <li>Si vous avez fourni une adresse courriel, vous recevrez un courriel automatis&eacute; qui confirmera la commande d&rsquo;&eacute;change d&rsquo;&eacute;quipement.</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 la preuve d'achat.</li> <!-- <li>Vous devrez utiliser le <a href="/iw-web/cms/pdf/PDF_lettre_waybill.pdf" mce_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="#" mce_href="#">perdu le bordereau d'exp&eacute;dition</a>.</li> --> <li>Vous devrez utiliser l&rsquo;&eacute;tiquette de retour pr&eacute;pay&eacute; fournie avec votre nouveau t&eacute;l&eacute;phone. Si vous ne trouvez pas l&rsquo;&eacute;tiquette de retour, composez sans frais le 6 1 1 &agrave; partir de votre t&eacute;l&eacute;phone Fido ou le 1 -888 481 3436 &agrave; partir de tout autre t&eacute;l&eacute;phone.</li> <li>Si vous avez fourni une adresse courriel, vous recevrez un courriel automatis&eacute; qui confirmera la commande d&rsquo;&eacute;change d&rsquo;&eacute;quipement.</li> <li>Le processus de remboursement sera automatiquement lanc&eacute; lorsqu&rsquo;on recevra l&rsquo;&eacute;quipement, et le remboursement sera port&eacute; &agrave; la carte de cr&eacute;dit utilis&eacute;e pour l&rsquo;achat du t&eacute;l&eacute;phone.</li> </ul> </div> <!-- BOX [END] --> <!-- BLOCK [START] --> <div class="article-block"> <h4>Si vous n&rsquo;avez pas encore de compte Fido :</h4> <h4>Marche &agrave; suivre</h4> <ul> <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&rsquo;origine) en utilisant l&rsquo;&eacute;tiquette de retour pr&eacute;pay&eacute; fournie avec votre nouveau t&eacute;l&eacute;phone. </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 la preuve d'achat.</li> <!-- <li>Vous devrez utiliser le <a href="/iw-web/cms/pdf/PDF_lettre_waybill.pdf" mce_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="#" mce_href="#">perdu le bordereau d'exp&eacute;dition</a>. </li> --> <li>Vous devrez utiliser l&rsquo;&eacute;tiquette de retour pr&eacute;pay&eacute; fournie avec votre nouveau t&eacute;l&eacute;phone. Si vous ne trouvez pas l&rsquo;&eacute;tiquette de retour, composez sans frais le 6 1 1 &agrave; partir de votre t&eacute;l&eacute;phone Fido ou le 1 -888 481 3436 &agrave; partir de tout autre t&eacute;l&eacute;phone.</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 :</li> <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 d&rsquo;origine (que vous avez utilis&eacute;e pour le paiement).</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. </li> </ul> </div> <!-- BOX [START] --> <h4>Marche &agrave; suivre</h4> <ul> <li>Retournez l&rsquo;appareil (avec tous les &eacute;l&eacute;ments de l&rsquo;achat d&rsquo;origine) en utilisant l&rsquo;&eacute;tiquette de retour pr&eacute;pay&eacute; fournie avec votre nouveau t&eacute;l&eacute;phone. <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. 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 t&eacute;l&eacute;phones vendus par Fido entre les 16e et 365e jours suivant l&rsquo;achat.</p> <p>Si votre t&eacute;l&eacute;phone est d&eacute;fectueux pendant la garantie du fabricant et que la <a href="https://www.fido.ca/consumer/content/device-warranty">d&eacute;fectuosit&eacute; est couverte</a>, apportez-le dans l&rsquo;un de nos <a href="https://www.fido.ca/web/Fido.portal?_nfpb=true&amp;_pageLabel=StoreLocator">magasins Fido</a> participants (avec votre preuve d&rsquo;achat originale) et on l&rsquo;enverra 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, on offre le <a href="https://www.fido.ca/web/content/phonewarranty/phone_loan">programme de pr&ecirc;t</a>.</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" mce_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" mce_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" mce_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> --> <p>Si votre garantie n&rsquo;est plus en vigueur ou si la d&eacute;fectuosit&eacute; n&rsquo;est pas couverte par la garantie du fabricant, vous pouvez choisir l&rsquo;une des options ci-dessous.</p> <h4>Acheter un nouveau t&eacute;l&eacute;phone</h4> <ul> <li>Voyez les diverses options de <a href="https://www.fido.ca/consumer/content/upgrade-your-phone?setLanguage=fr">changement de t&eacute;l&eacute;phone</a> qui s&rsquo;offrent &agrave; vous.</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. En savoir plus sur le <a href="https://www.fido.ca/consumer/content/repair-faq">Programme de r&eacute;paration de Fido</a>.</li> </ul> <h4>Services de protection de l&rsquo;appareil</h4> <ul> <li> Si vous &ecirc;tes inscrit(e) &agrave; la Protection de l&rsquo;appareil de Fido, consultez <a href="https://www.fido.ca/web/content/catalogue/deviceprotection">les diff&eacute;rentes fa&ccedil;ons de 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 (dans une p&eacute;riode de 16 &agrave; 365 jours &agrave; partir de la date d&rsquo;achat), <a href="https://www.fido.ca/consumer/contact-us?setLanguage=fr">contactez-nous</a>.</li> </ul> </div> </div> </div> <!-- ACCORDION 6 [END] --> <p><strong>Liens connexes : </strong></p> <ul> <li> <a title="Consultez l&rsquo;article Politique d&rsquo;&eacute;change et de retour relative aux appareils mobiles" href="https://www.fido.ca/consumer/content/exchanges-deliveries">Politique d&rsquo;&eacute;change et de retour relative aux appareils mobiles</a> </li> </ul> </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] --> Téléphone défectueux téléphone ne fonctionne pas remboursement retourner un appareil protection de l’appareil, couvert par la garantie 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 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 satisfaction guarantee:

  • If you purchased at the Fido retail store, count 15 days from the purchase date..
  • If you purchased from Fido.ca or the Fido call centre (including Express Pickup), count 30 days from the date the order was shipped.
  • You must return all items of the original purchase, meaning the original box and all of its contents (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.
  • You will need to use the prepaid return label provided with your new phone. If you can’t find the return label contact us free of charge at 6-1-1 from your Fido phone or at 1-888-481-3436 from any phone.
  • 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

  • The phone warranty letter is the proof of purchase.
  • You will need to use the prepaid return label provided with your new phone. If you can’t find the return label contact us free of charge at 6-1-1 from your Fido phone or at 1-888-481-3436 from any phone.
  • If you have provided an email address, you will receive an automated hardware exchange order confirmation email.
  • 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.

If you don’t yet have a Fido account:

How to proceed

  • If you already accepted the order:
    • Return the device (including all items of the original purchase) by using the prepaid return label provided with your new phone.
    • 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 prepaid return label provided with your new phone. If you can’t find the return label contact us free of charge at 6-1-1 from your Fido phone or at 1-888-481-3436 from any phone.
  • 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).
  • 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.

How to proceed

  • Return the device (including all items of the original purchase) by using the prepaid return label provided with your new phone.
    • 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 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.

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. Find out more about the Fido Repair Program.

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), please contact us.

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