Out of Warranty - Defective or Broken

Phone Repair

If your wireless phone malfunctions outside of the manufacturer's warranty period or has physical or moisture damage, simply take it to a participating Rogers store for a speedy repair. And while your phone is being checked and repaired, we'll provide you with a courtesy phone to use in its place. It's that easy and that convenient. Your device must have been activated on the Rogers network no more than 30-months prior.

Overview

• A courtesy phone will be offered to you while your phone is being repaired. The courtesy phone will come with access to services such as your wireless plan and essentials.
• A repair estimate will be provided to you for your approval prior to proceeding with the repair.
• If it is your first out of warranty issue, you may be able to benefit from a one-time subsidy to help cover the cost of your out of warranty repair. Please visit a participating store for details. Conduct a search by selecting, Arranging phone repair or replacement under the Wireless subheading. We recommend that you call the store in advance to confirm participation.
• When your phone is ready, you will be notified by a text message to the courtesy phone, followed by a phone call from your Rogers representative.
• Simply come back to the store and exchange the courtesy phone for your repaired phone.
• If your phone can not be repaired or if you choose not to proceed with the repair you will be able to pick a replacement for your device from a range of available phone models including a $0 replacement option, with a minimum 12-month term commitment.
• You may receive only one subsidized repair or replacement for each handset purchased from Rogers at the time of activation or through a hardware upgrade.

We repair all Rogers approved makes and models of voice phones, smartphones and mobile Internet sticks. All phone repairs are warranted for 90 days from the date the repair is complete. (Accessories are excluded from this service).

Replacement option: If you elect to chose a replacement device, a minimum 12-month term commitment remaining in your term at the time of replacement is required. For greater clarity, if you have not subscribed to Rogers services on a term commitment or if the balance of your term commitment is less than 12 months, your term commitment will be extended to 12 months.

What to Expect at the Store

Your Sales Associate will troubleshoot your phone, confirming the malfunction and whether your phone is still under the warranty period. The service solution will depend on how recently you purchased your wireless phone and the reason for malfunction. Physical damage including moisture are not covered by the manufacturer's warranty.

A $50 deposit may be required while you are using the courtesy phone.

Repair Tip: Before sending your device in for repair or replacement: Back up your contacts and personal content; they will be deleted. Please remove and keep your SIM and/or SD card; they will not be returned to you.

How to Find a Participating Store Location

We have hundreds of locations across Canada that will help you determine if your wireless phone has malfunctioned. If it has, they will assist by providing the appropriate service solution and the option of a courtesy phone. To find the most convenient location, go to the Store Locator and conduct a search by selecting, Arranging phone repair or replacement under the Wireless subheading. We recommend that you call the store in advance to confirm participation.

Program is offered at any Rogers location to new or existing customers for Rogers-certified handsets activated no more than 30 months prior. Loaner device will be provided free of charge during repair/replacement process. Rogers will attempt to have the device repaired before providing replacement. Repair charges may apply. Replacement device requires a new or existing term commitment of at least 12 months at time of replacement; replacement device consists of new or refurbished entry-level model and may not be similar to or offer equivalent features as initial device. Other terms and conditions apply, read full Program terms below.

Out of Warranty - Lost or Stolen

Phone Replacement

If your wireless device is lost or stolen, simply visit a participating Rogers store to review your replacement options. You will be able to pick from different phone models to best satisfy your needs, including a $0 replacement device option. A minimum 12-month term commitment is required at the time of the replacement.

While you are waiting for your replacement to arrive, we'll provide you with a courtesy phone to use. It's that easy and that convenient.

Overview

• You will be able to pick a replacement for your lost or stolen device from a range of available phone models including a $0 replacement option.
• You may receive only one subsidized repair or replacement for each handset purchased from Rogers at the time of activation or through a hardware upgrade.
• A courtesy phone will be offered to you while you wait for your replacement. The courtesy phone will come with access to services such as your wireless plan and essentials.
• When your replacement is ready at the store, you will be notified by a text message to the courtesy phone, followed by a phone call from your Rogers representative.
• Simply come back to the store to pick up your replacement.
• If you choose not to take advantage of a courtesy phone the replacement can be shipped directly to your address.
• Your original device will be permanently blocked from use on the Rogers network.

What to Expect at the Store

Your Sales Associate will review replacement options with you. After you choose your replacement device, the Sales Associate will place an order. If you are not taking advantage of a courtesy phone, the Sales Associate will ask for your ship-to details.

How to Find a Participating Store Location

We have hundreds of locations across Canada that will help you determine if your wireless phone has malfunctioned. If it has, they will assist by providing the appropriate service solution and the option of a courtesy phone. To find the most convenient location, go to the Store Locator and conduct a search by selecting, Arranging phone repair or replacement under the Wireless subheading. We recommend that you call the store in advance to confirm participation.

Program is offered at any Rogers location to new or existing customers for Rogers-certified handsets activated no more than 30 months prior. Loaner device will be provided free of charge during repair/replacement process. Rogers will attempt to have the device repaired before providing replacement. Repair charges may apply. Replacement device requires a new or existing term commitment of at least 12 months at time of replacement; replacement device consists of new or refurbished entry-level model and may not be similar to or offer equivalent features as initial device. Other terms and conditions apply, read full Program terms below.

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