Frequently Asked Questions

How do I enroll in the TELUS Device Protection Plan?

Simply visit a TELUS Store or call Client Care toll free at 1-866-558-2273 within 30 days of activating your new TELUS Mobility device. There is no commitment and you can unsubscribe from the service at any time.

Is the TELUS Device Protection Plan a manufacturer’s warranty?

No. Manufacturer warranties normally cover manufacturer’s defects on parts and workmanship for a one-year period. The TELUS Device Protection Plan covers loss, theft, accidental, physical or liquid damage and mechanical and/or electrical failure*. Device Protection Plan will also protect your device against any factory defect once the 12-month manufacturer's warranty expires.

Am I still covered if I choose not to enroll?

You’re covered by the original manufacturer’s warranty (within 12 months from purchase) for defects on parts and workmanship. If your device requires repair, visit any TELUS dealer for service. If the repair is outside the manufacturer’s warranty period, any repairs will be at your expense. If non-repairable, the cost of a new device is at the no contract rate and ranges between $200 - $600 (as of October 1, 2009) as listed in-store or on telusmobility.com.

Will my replacement device be the same model?

Our goal is to give you the same make and model that you purchased. We may fulfill service requests with like- kind and quality devices of the same or newer model. As a result, colour, brand, model, features and accessory compatibility are not guaranteed.

Am I required to purchase TELUS Device Protection Plan?

No, you’re not required to purchase it in order to activate service with TELUS. But without protection you may be responsible for the full replacement cost of your device in the case of damage, loss, theft or mechanical and/or electrical failure outside of the manufacturer’s standard warranty.

Can I cancel at any time?

You may cancel the Device Protection Plan subscription at any time without penalty.

*Limitations and exclusions

The Device Protection Plan only replaces the client’s device and standard in box accessories. It does not cover other damages or losses. Incidents caused by :

1. War, revolution, acts of public enemy or terrorist, labour difficulties, civil commotion, embargo, acts of government, or military authority.
2. Abuse, misuse, or intentional acts.
3. Pre-existing incidents with the client`s equipment that occurred before the client subscribed to the Device Protection plan.
4. Changes or enhancements in color, texture, finish, expansion, contraction, or any cosmetic damage to the client`s device or standard in-box accessories however caused, including, but not limited to, scratches and marring, or
5. Incidents caused by computer viruses or similar unauthorized intrusive codes or programming are not covered by the Device Protection Plan.

The following are also excluded from the Device Protection Plan :

1. Contraband or property in the course of illegal transportation or trade.
2. Property in transit to you from anyone other than Asurion.
3. Routine maintenance and consumable items, such as batteries (one standard battery will be provided with the replacement device if it is a different model than defective device or if the battery was part of the incident
4. Antennas, or
5. Any accessories (except in box accessories), including but not limited to color face plates, personalized data, or customized software, such as personal information managers (PIMs), ring tones, games, or screen savers.

Read the Device Protection Plan Terms and Conditions for full program details.