Repairs
Caring for your device
These days your phone is more than just a phone. It’s also a mini computer with many sensitive electronic components. With replacement costs upward of $500 for certain models, caring for this increasingly vital part of your life is more important than ever. We strongly recommend carrying your phone in a protective leather case to prevent damage to key contacts, pictures, music, ring tones and emails stored on it. Your phone is more than a phone - it is part of your life.
Avoid moisture
Moisture damage typically cannot be repaired. It is not covered under your warranty, so take every precaution to avoid it. Only authorized TELUS technicians can assess moisture damage; opening your phone yourself can void your warranty.
Repair options
Your phone, smartphone or accessory repair options are determined by device type and age.
Please visit a store or call our customer service team at *611 to discuss your options.
A Device Protection Plan you can count on
It’s a good idea to save yourself valuable time and money by protecting your investment.
This monthly subscription service administered by Asurion, a trusted leader in technology protection, gives you peace of mind for only a few dollars a month. If your device is lost, stolen or sustains some types of damages not covered under the manufacturer’s warranty, you’ll receive a comparable replacement model, typically in 1-2 business days.
In Quebec and Newfoundland, service requests for lost & stolen devices are not included in the Device Protection Program.
Enroll today. Protect your investment for just $7 a month (plus tax).
Mobile phones
If you have Device Protection Plan, proceed directly to making a service request regardless of phone tenure.
| Repair type | Procedure & Cost (if applicable) |
|---|---|
| Within 30 days of purchase |
Return your defective phone and proof of purchase to the original point of purchase and exchange it for a brand new handset (same model), provided there are no signs of physical damage. If you purchased your phone through the TELUS Mobility webstore, please contact TELUS Support for a 'Return Mailer'. |
| Between 30 days and one year of purchase |
Bring your phone and proof of purchase to a Product Care Centre to be sent for assessment and repair under the manufacturer's warranty1. Approximate turnaround time is 12 - 15 days. There is no cost if the defect is covered, but store service charges might apply. Loaner phones might be available, ask when dropping off your phone. |
| Over one year from purchase |
Bring your phone and proof of purchase to a Product Care Centre to be sent in for assessment and repair. Approximate turnaround time is 12 - 15 days. Costs:
|
| Accessories within warranty period |
Bring the defective product to point of purchase with your proof of purchase. If there is no visible sign of misuse/damage, the accessory will be replaced. Warranty periods vary by accessory. |
Smartphones, PDAs, and Blackberrys
If you have Device Protection Plan, proceed directly to making a service request regardless of phone tenure.
| Repair type | Procedure & Cost (if applicable) |
|---|---|
| Within 30 days of purchase |
Return your defective phone and proof of purchase to the original point of purchase and exchange it for a brand new handset (same model), provided there are no signs of physical damage. If you purchased your phone through the TELUS Mobility webstore, please contact TELUS Support for a 'Return Mailer'. |
| Between 30 days and one year of purchase |
Visit a Product Care Centre and we will have a replacement handset shipped to the store in exchange for the defective handset. Your replacement handset will be priority shipped within 2 to 10 business days3, depending on the current availability of stock for the model requested. |
| Over one year from purchase |
Visit a Product Care Centre and we will have a replacement handset shipped to the store in exchange for the defective handset. Your replacement handset will be priority shipped within 2 to 10 business days3, depending on the current availability of stock for the model requested. Repair fees and taxes apply. |
1 Manufacturers' warranty does not cover misuse (i.e. moisture or physical damage). Service and support fees apply for all prepaid repairs, phonebook transfers and out of warranty repairs. Moisture damaged phones are not repairable as they are considered 'beyond economical repair' (BER).
2 If vendor states the actual fee exceeds minimum accepted fee, you will be contacted for approval prior to repairing unit.
3 Some exceptions apply.