If your device requires repair during the original 12-month manufacturer's warranty period, please:
If your device is no longer covered under the manufacturer warranty and you would like to submit a service request to your Smart/Phone care plan you can do so online.
Or 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, smartwatch 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) - 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.