Warning: The Mobile Device Protection Program is no longer available. This article is only for customers who signed up for the program before September 28, 2022.
What is the Mobile Device Protection Program?
The Mobile Device Protection Program is operated by Likewize and allows you to exchange or repair your device in the event of an accident.
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Your mobile device is protected from the date on which you signed up for 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.
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 Likewize 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?
The request must be made within 30 days following the damage to your device.
- Verify that the problem is covered by the program.
- Have your Protection Confirmation in hand.
- Submit your application:
- Online on the Likewize website
- By phone at 1-844-376-7726, Monday through Friday, 8:00 a.m. to 12:00 p.m., Saturday, 8:00 a.m. to 10:00 p.m., and Sunday, noon to 10:00 p.m.
- Track the status of your application on the Likewize website.
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To make a request, you must have your Protection Confirmation, hand-delivered if you signed up to the Program in-store, or emailed or mailed if you signed up to the Program over the phone.
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.
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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 Likewize. 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 Likewize.
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.
Frequently asked questions about the Mobile Device Protection Plan
Coverage for loss or theft is not included in the Mobile Device Protection Program.
For more information, visit the Likewize website.
You cannot purchase the Mobile Device Protection Plan to cover Apple-branded devices, but you can purchase AppleCare+ coverage.
Accidental damage such as a broken screen, are covered by our Mobile Device Protection Program within the maximum limit of replacements stipulated by the program, for a processing fee of $79, plus taxes.
Damages caused by liquids are covered by our Protection Program within the maximum limit of replacements stipulated by the program, for a processing fee of $79, plus taxes.
Our partner Likewize will only handle service requests for mobile devices covered by the Mobile Device Protection Program.
Our Mobile Device Protection Program is not transferable to another individual (if you sell your mobile device, for example).
