Repairs

Having problems with your phone?

1. Visit our troubleshooting section, where you will find answers to common handset issues, user guides, tutorials and information on software updates.
    
2. If that doesn’t resolve your problem, either:
   • If you have the TELUS Device Protection Plan, make a service request.
   • Review your repair options outlined below
   • Visit your nearest TELUS Product Care Centre
   • Call Client Care by dialling *611 from your mobile phone or 1-866-558-2273 from a land line or another mobile phone. Calling from a land line will make it easier to help troubleshoot your device.

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Repair options 

NOTE: If you have the TELUS Device Protection Plan and your device has been lost, stolen or damaged, please make an online service request or call 1-866-281-4537.

Don’t have the Device Protection Plan? Your repair options are determined by device type and age.

Smartphone, PDA and BlackBerry repairs (excluding iPhone)

If you recently purchased a new TELUS smartphone

You can return your defective phone within 30 days with original contents, packaging and proof of purchase to the original point of sale and exchange it for a brand new handset (same model). Returned phones must show no signs of physical damage.

Please ensure you return the following items when exchanging for a replacement smartphone:

• Manuals/documentation
• Installation software
• Standard in-box accessories (charger, USB cable, wired headset, microSD card, case etc.)
• Original packaging
• Phone in original purchase condition

The original point of sale may assess your device prior to exchange to determine the origin of the defect.

If you purchased your smartphone through the TELUS Mobility webstore, please contact TELUS Support for a 'Return Mailer'.

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If your TELUS smartphone is still under the manufacturer’s warranty

NOTE: Manufacturer’s warranties only cover defects caused by the manufacturing process and are usually valid for 1 year from the date of purchase.

Bring your device and proof of purchase to a TELUS Product Care Centre for assessment and repair under the manufacturer's warranty. Approximate turnaround time is up to 3 weeks. We’ll provide you with a loaner smartphone while you wait for yours to be assessed and fixed - call your nearest TELUS Product Care Centre to inquire about stock availability prior to dropping off your phone.

Costs:

• No cost if the defect is covered under warranty. Store service charges may apply
• $150 refundable deposit may be required for loaner phone

We recommend that you back up your data before bringing your smartphone in for repair. Doing so ensures that you can easily load your data back on to your device when it is returned from being repaired. For instructions, check your smartphone owner’s manual or visit our support section to view your smartphone manual online.

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If your TELUS smartphone is no longer under the manufacturer’s warranty

Bring your device and proof of purchase to a TELUS Product Care Centre for assessment and repair. Approximate turnaround time is up to 3 weeks.

If your smartphone is repairable, you may be asked to pre-approve a repair charge of up to $150. If the repair is more than $150, we will contact you for approval to proceed with the repair. We’ll also provide you with a loaner smartphone while you wait for yours to be assessed and fixed - call your nearest TELUS Product Care Centre to inquire about stock availability prior to dropping off your phone.

Costs:

• Cost of repair
• $150 refundable deposit may be required for loaner phone

 

If your smartphone cannot be fixed, you can purchase a new one by redeeming any offer available in your account or purchase a recertified, affordable replacement device (pending availability). We’ll provide you with a loaner phone while you wait for your new phone.

Costs:

• $150 refundable deposit may be required for loaner phone

Mobile phone repairs

If you recently purchased a new TELUS phone

You can return your defective phone within 30 days with original contents, packaging and proof of purchase to the original point of sale and exchange it for a brand new handset (same model). Returned phones must show no signs of physical damage.

Please ensure you return the following items when exchanging for a replacement phone:

• Manuals/documentation
• Installation software
• Standard in-box accessories (charger, USB cable, wired headset, microSD card, case etc.)
• Original packaging
• Phone in original purchase condition

The original point of sale may assess your device prior to exchange to determine the origin of the defect.

If you purchased your phone through the TELUS Mobility webstore, please contact TELUS Support for a 'Return Mailer'.

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If your TELUS phone is defective and is still under the manufacturer’s warranty

NOTE: Manufacturer’s warranties only cover defects caused by the manufacturing process and are usually valid for 1 year from the date of purchase.

Bring your phone and proof of purchase to a TELUS Product Care Centre for assessment and repair under the manufacturer's warranty. Approximate turnaround time is 12 - 15 days. Loaner phones might be available – call your nearest TELUS Product Care Centre to inquire about stock availability prior to dropping off your phone.

Costs:

• No cost if the defect is eligible for warranty, but store service charges may apply (e.g. phonebook transfer, data backup etc.)
• $75 refundable deposit may be required for loaner phone

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If your TELUS phone’s manufacturer’s warranty has expired

Bring your phone and proof of purchase to a TELUS Product Care Centre for assessment and repair. Approximate turnaround time is 12 - 15 days.

Costs:

• $25 for cost of estimate (no charge if a repair is done)
• Cost of repair (if phone cannot be repaired, only the estimate cost applies)
• A service fee of $25 can apply
• $75 refundable deposit may be required for a loaner phone

If your mobile phone cannot be repaired or you do not wish to repair it, you can learn more about your upgrade offers in Your Account.

Apple products

Support for your iPhone, including troubleshooting, details about warranty procedures and repairs.

• iPhone 4 support
• iPhone 3GS support
• iPhone 3G support

 

Accessories

If your defective accessory is still under warranty, bring it to the 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.

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Phone return and repair checklist 

Prior to bringing your phone to a TELUS Product Care Centre for assessment, please ensure you do the following:

• Visit the troubleshooting section for answers to common handset issues
• Locate your original proof of purchase
• Backup all your phone’s contacts including but not limited to: address book, pictures, videos, ringtones, and music
• Ensure your phone is in good physical condition
• Call a TELUS Product Care Centre to ensure availability of loaner phones (if applicable $150 refundable deposit may be required for smartphone loaner)

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How to determine if your phone is under manufacturer’s warranty 

• If you purchased a brand new TELUS phone, it is eligible under manufacturer’s warranty for 12 months from the purchase date.
• If your device was repaired while under warranty, then it will be covered by a 90 day warranty from the day it was repaired or a 1 year warranty from the original purchase date (with receipt), whichever is longer.
• If you have purchased a refurbished TELUS phone, it will be eligible under the manufacturer’s warranty for 90 days.
• The manufacturer’s warranty doesn’t cover normal device wear and tear.
• Dropped devices, exposure to moisture and/or extreme temperatures, modifications to software or hardware not authorized by the manufacturer and internal board damage would deem your phone unrepairable and void your manufacturer’s warranty.

Please note that TELUS does not offer support for phones that were not purchased through TELUS or an authorized TELUS dealer.

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Caring for your phone 

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 case to prevent damage to key contacts, pictures, music, ring tones and emails stored on it.

Avoid moisture

Liquid or water damage is the most common hardware issue not covered by warranty. A handset can be water damaged even if it wasn’t immersed in water.

Some common examples of liquid damage are:

• Exposure to excess humidity, steam or splashing of water
• Rain, fog or mist droplets
• Leaving the handset on moist surfaces like a counter top or wet car floor
• Body perspiration (causing the circuit board to rust)
• Condensation caused by leaving the phone in the bathroom while taking a shower

Water damage can lead to corrosion that can affect the handset immediately, or even several days, weeks or months after exposure to water. It is not covered under your warranty, so take every precaution to avoid it. Only authorized TELUS technicians can properly assess moisture damage; opening your phone yourself can void your warranty.

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About the Device Protection Plan