What is the Mobile Device Protection Program?
The Mobile Device Protection Program is operated by Brightstar Device Protection, and allows you to exchange or repair your device in the event of an accident. You can subscribe to the Mobile Device Protection Program as soon as you obtain your mobile device from Videotron. You may also subscribe to the Mobile Device Protection Program within 30 days of receiving your mobile device by visiting one of our points of sale. In order to do so, you must present your device for the purposes of a preliminary inspection upon your visit.
Good to know
Your mobile device is protected when you subscribe to the Mobile Device Protection Program.
Which devices are covered by the Mobile Device Protection Program?
Our Protection Program covers all devices except BlackBerry and Apple devices. Please note that some Android devices may also not be eligible for the program. For more information, please contact our Customer Service.
What kinds of problems are covered by the Protection Program?
Our Mobile Device Protection Program covers mechanical and electrical damages to your device, starting from the end of the manufacturer's original warranty (which provides coverage for one (1) year following the acquisition of your mobile device) and lasting twelve additional months, including a maximum of two (2) replacements due to accidental damage per consecutive 12-month period after the date of your first service request, for a processing fee of $79, plus taxes.
Repair costs vary depending on the value of the device and the nature of the problem.
What kinds of problems are not covered by the Protection Program?
Incidental or indirect damages, improvements or changes to your device, wrongful usage or intentional acts that cause damage, problems caused by viruses, aesthetic damages, accessories other than those considered part of the damaged device, and damages that arose prior to subscribing to our Protection Program are not covered.
You can consult the terms and conditions of the Mobile Device Protection Program at the bottom of the dedicated page, under the Conditions tab.
Does the program cover manufacturing defects?
If your device fails or becomes defective during its initial warranty period (the first year after you receive the device), your device will be replaced free of charge with a refurbished device or an identical model according to Videotron’s Mobile Device Replacement Program.
If your device fails or becomes defective during the second year, you must submit a service request with our partner Brightstar as part of the Mobile Device Protection Program in order to receive a replacement.
If your device fails due to mechanical or electrical damage, it will be replaced free of charge. If the failure is caused by accidental damage, a processing fee of $79 plus taxes will be charge for the replacement of the device.
How do I submit a service request?
You can also submit your service request up to a maximum of 30 days following the termination of your subscription if the damage occurred while the device was protected by the Mobile Device Protection Program.
Note that in order to apply, you must have your Protection Confirmation, delivered in person if the Mobile Device Protection Program is added in-store, sent by email or by mail if the Mobile Device Protection Program is added over the phone.
Good to know
You may submit a service request by telephone: Monday to Friday, 8:00 a.m. to 12:00 p.m., Saturday, 8:00 a.m. to 10:00 p.m., Sunday, 12:00 p.m. to 10:00 p.m.
What fees will be charged for my service request?
A processing fee of $79, plus tax, is applied for service requests made due to accidental damage.
If your service request was made because of mechanical or electrical damage, your device will be replaced without charge.
Processing fees for unreturned devices or for locked devices, may vary depending on the type of device.
If you submit a service request for mechanical or electrical damage and it is revealed during inspection to be a case of accidental damage, you will be billed a service request conversion fee of $79 plus taxes. Any reclassification as accidental damage must be accepted by the parties involved.
Good to know
Note that In Canada, the cost of shipping your replacement device, the following day after your service request is accepted, are included in the Protection Program. If a service request is approved on a Friday before 5 p.m., Mobile Device Protection Program subscribers can request Saturday delivery for their replacement device for an additional fee of $20 plus tax. An additional fee of $30 plus tax will be applied for international delivery, including to the United States.
How many replacements are allowed?
The Mobile Device Protection Program allows a maximum of two (2) replacements due to accidental damage at a cost of $79, plus tax, applied to each replacement, per period of 12 consecutive months starting from the date of your first service request. If your service request was made because of mechanical or electrical damage, your device will be replaced without charge.
What type of device will I receive as a replacement?
Replacement devices are often new but on occasion may be refurbished. While refurbished devices look and function just like new, they may have minor cosmetic flaws and contain non-original manufacturer parts and accessories. If the exact make and model is not available, your replacement device will be of like kind and quality.
All replacement devices come with a ninety (90) day replacement warranty. If you experience any problems with this device, you must contact Brightstar. Any service requests related to the replacement device will not be counted towards the total service requests for accidental damage, as allowed by the Mobile Device Protection Program if, after inspection, the damage is considered to have been covered by the 90 days guarantee offered by Brightstar.
What do I do with my damaged device?
Once you receive your replacement device, you must return the defective device. To simplify this process, postage paid packaging will be sent along with your replacement device. Please return your damaged device within 30 days following the reception of your replacement device. If we do not receive the damaged device, you will be charged an unreturned device fee.
What do I need to do before I return my device?
You must unlock your mobile device. If your device is still locked when received (due to remote tracking activated on your mobile device or any similar application), you will be charged an additional locked device fee.
Videotron recommends backing up your photos and other personal information, removing your SIM card as well as any memory card (if applicable) and performing a complete reset of your device.
How do I terminate my contract?
You may request a full refund within 30 days following your registration to the Mobile Device Protection Program by calling us at 1 877-512-0911 or by visiting a Videotron store (certain conditions apply).
After the first 30 days, you can terminate your contract at any time and for any reason whatsoever by calling us at 1 877-512-0911 or by visiting a Videotron store.
If your phone contract expires or is cancelled, suspended or interrupted, your Protection Program subscription will automatically be terminated.
Our Mobile Device Protection Program is not transferable to another individual (if you sell your mobile device, for example).