Smart/Phone Care overview
Smart/Phone Care overview
When you buy a new phone or tablet, it comes with a limited 12-month warranty for manufacturer’s defects and malfunctions. Smart/Phone Care gives you additional coverage and peace of mind, knowing that you don’t have to pay the full replacement value of your device.
With a Smart/Phone Care plan, you can choose your level of protection outside the manufacturer’s warranty, and can cancel at any time without termination fees.
Bell offers three levels of protection:
Best
Protect your device with extended warranty coverage if it’s lost/stolen, subject to water or accidental damage, a power surge, or normal wear and tear.
Back up the content on your device with My Content, a cloud storage app that provides 20 GB of photo and video storage.
Be more productive with My Tech Expert, a technical support app that's perfect for simple instructions as well as advanced troubleshooting.
Better
Protect your device with extended warranty coverage if it’s lost/stolen, subject to water or accidental damage, a power surge, or normal wear and tear.
Good
Protect your device with extended warranty coverage for manufacturer’s defects beyond the original 12 months.
Enrolling in Smart/Phone Care
Most phones, smartphones tablets and Turbo Sticks are eligible for Smart/Phone Care. You must enroll in Smart/Phone Care in store, either when you activate your device or within 30 days of your activation date. If you purchased your new device online within the last 30 days and wish to enroll in the program, please visit your nearest Bell store.
If you don’t enroll at the time you purchase your device, you must bring your device with you to the store to enroll. We’ll verify that your service and account status are active and inspect your device, since damaged or defective devices are not eligible for the plan.
After you enroll, you must make or receive a phone call from the covered phone or smartphone and in the case of tablets and Turbo Sticks, use a minimum of 1 kilobyte of data, in order to complete your enrollment and for coverage to take effect.
Smart/Phone Care plans are month-to-month plans that you can cancel at any time without termination fees.
To see if you’re enrolled in Smart/Phone Care and which plan you have, log in to MyBell.
Device Eligibility & Replacement Fee
Requesting service
If your device requires repair during the original 12-month manufacturer's warranty period, please visit a Bell Product Assistance Centre for service.
For the Apple iPhone, call Bell Mobility to request service or repair.
To file a service request under one of these plans, call the Smart/Phone Care centre at 1 866 213-2143 from 7 a.m. to midnight (ET), seven days a week (closed on statutory holidays).
Once your request is approved, we’ll ship a replacement device directly to you, typically within 1 or 2 business days. When you receive your replacement device, simply return the damaged or defective device in the postage-paid box we provide. We won’t return the damaged device to you.
Our goal is to give you the same make and model that you purchased. We may fulfill service requests with like-new equipment of the same or comparable model, but we can’t guarantee the colour or feature and accessory compatibility.
A replacement fee will apply:
- $50 for a mobile phone or Turbo Stick
- Up to $150 for a smartphone or tablet
- Up to $399 for a Premium Select smartphone or Premium tablet
Note: If you submit a service request and don't return your damaged or defective covered device, except if it's been lost or stolen, you'll be charged a fee of $100 for a mobile phone or Turbo Stick, $300 for a smartphone or tablet and $400 for a Premium Select smartphone or Premium Select tablet. If it's determined that we've replaced a device and its failure is not covered under your plan, you'll be charged a fee of $100 for a mobile phone or Turbo Stick, $300 for a smartphone and $400 for a Premium Select smartphone. Please read the Smart/Phone Care terms and conditions provided with your Bell Mobility service agreement for full details. These are the contract terms that govern our services and your participation in the plan.
See terms and conditions (PDF 162.02 KB) (PDF) - for customers who signed up for Smart/Phone Care before August 22, 2011.
Terms and conditions – for customers who signed up for Smart/Phone Care on or after August 22, 2011
Best plan
The Smart/Phone Care Best plan offers complete protection for your Android device, iPhone or iPad. It covers your device for:
- Defects in parts and workmanship beyond the manufacturer's standard warranty period
- Accidental damage (including liquid damage)
- Power surge
- Loss or theft
- Normal wear and tear
- My Content app: 20 GB of cloud storage for photos and videos
- My Tech Expert app: technical support through tap-to-call and tap-to-chat, for everything from simple device instructions to complex troubleshooting
The technical support team is available from 7 a.m. to 12 a.m. ET, 7 days a week, except national Canadian holidays.
Smart/Phone Care Best is:
- $12 a month for select Android smartphones and select Android tablets
- $15 a month for iPhone, premium Android smartphones, iPad and premium Android tablets
Smart/Phone Care covers one device and allows for up to two replacements. It does not cover SIM cards or accessories such as batteries and chargers.
Premium Technical Support Terms of Service (PDF 556.6 KB)
Better plan
The Smart/Phone Care Better plan covers your device for:
Smart/Phone Care Better is:
- $9 a month for mobile phones, smartphones, tablets and Turbo Sticks
- $12 a month for Premium Select smartphones and Premium tablets
Smart/Phone Care covers one device and allows for up to two replacements. It does not cover SIM cards or accessories such as batteries and chargers.
Good plan
The Smart/Phone Care Good plan covers your device for defects in parts and workmanship beyond the manufacturer's standard warranty period.
Smart/Phone Care Good is $6 a month. It covers one device and allows for up to two out-of-warranty replacements.
Smart/Phone Care plans do not cover SIM cards or accessories such as batteries and chargers.
Expert and Support plan
The Expert and Support plan provides content backup and access to premium technical support.
- My Content app: 20 GB of cloud storage for photos and videos
- My Tech Expert app: technical support through tap-to-call and tap-to-chat, for everything from simple device instructions to complex troubleshooting
The technical support team is available from 7 a.m. to 12 a.m. (ET), 7 days a week, except national Canadian holidays.
The Expert and Support plan does not include hardware protection. For complete protection, try the Smart/Phone Care Best plan.
Multi-line discount
With the Smart/Phone Care multi-line discount, you may be eligible for a discount on the monthly rate for each device enrolled, and greater flexibility with pooled replacements across your account.
How to enroll in the multi-line discount
- You must have 3 or more eligible devices with eligible Smart/Phone Care plans on the same account.
- You must enroll in Smart/Phone Care in store.
- At least one device on the account must be newly activated, or within 30 days of the activation date.
How pooled replacements work
With the multi-line discount, you also receive the benefit of pooled replacements across the entire account for all enrolled devices. It covers 5 pooled replacements over 24 months for the first 3 devices, and an additional pooled replacement for each additional device added.
For example, a customer has 3 devices enrolled. They can replace one device many times, or many devices one time. They can replace up to 5 devices within a 24-month period.
To request a replacement, see Requesting service above.
Decommissioning of the Soluto app
Effective May 15, 2017, the Soluto app will no longer be supported. If you're using the Soluto app, you need to migrate to the new My Tech Expert and My Content apps before this date.
IMPORTANT: If you have backed up photos or videos using the Soluto app, you must back them up to the My Content app before May 1, 2017, or you will no longer have access to that content.
For help backing up your photos and videos to the My Content app, either:
- Download the My Tech Expert app and have a Tech Expert guide you through the process of transferring your content.
OR
- Go to soluto.com and download your content to your device.
- Download the My Content app.
- Follow the instructions in My Content to upload your photos and videos to the cloud.
More about My Tech Expert and My Content
