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How to protect my mobile phone with Smart/Phone Care

LIMITED WARRANTY – BATTERY FOR BELL FIBRE EQUIPMENT

Limited Warranty. Bell Canada (including Bell Aliant, a division of Bell Canada) (“Bell”) warrants to you as the original purchaser (“Purchaser” or “you”) the battery purchased for the Fibre Equipment (“Original Battery”) for a period of 12 months from the date of purchase of the Original Battery from Bell (“Warranty Period”) when used in the Fibre Equipment (“Warranty”). “Fibre Equipment” means the Home Hub 3000 modem or UPS (uninterruptible power supply), as applicable, provided by Bell in connection with certain of your Bell services. If the Original Battery fails due to a defect during the Warranty Period, Bell will replace the Original Battery with a new or refurbished battery (“Replacement Battery”). Any warranty coverage that remains during the Warranty Period on the Original Battery (when replaced with a Replacement Battery under this Warranty) will apply to the Replacement Battery. No Replacement Battery has any new or separate warranty coverage. Bell reserves the right to limit the number of Replacement Batteries provided to Purchaser during the Warranty Period.

My Battery Isn’t Working. What Should I Do? Ontario and Québec residents please call Bell at 1 866 310 BELL (2355) and residents of the Atlantic provinces please call 1 866 342-7367, so that Bell can confirm that the Original Battery is within the Warranty Period and attempt to diagnose and correct the malfunction over the telephone. Be sure to keep your proof of purchase to establish the date of purchase of the Original Battery; otherwise Bell may have to estimate the date of purchase.

Limited Warranty Exclusions. This Warranty does not cover any Original Battery or Replacement Battery (each, a Battery) that is:

  • damaged due to: abuse, neglect, misuse, accident, theft, vandalism, force majeure events (e.g. fire, flooding, infestation, freezing, power-surge), overcharging or alteration; improper or unauthorized repair, maintenance, installation, set-up or storage; or accessories, wiring or cabling;
  • merely discharged and can be recharged and returned to service;
  • in Fibre Equipment at a location other than a Bell service address or in a modem or device other than the Fibre Equipment; or
  • not owned by the Purchaser.

Exclusive Warranty. To the extent permitted by applicable law (which may vary province to province) and except where prohibited for Québec residents, this Warranty is exclusive and is in lieu of all other warranties, representations, guarantees, terms and conditions, express and/or implied, including merchantability and fitness for a particular purpose. In addition to the rights described in this Warranty, Purchaser may also have other legal rights (which may vary province to province).

Limitation of Liability. To the extent permitted by applicable law and except where prohibited for Quebec residents, Bell's total cumulative maximum liability for negligence, breach of contract, tort or any other claims or causes of action, including fundamental breach, in connection with any Battery or this Warranty is limited to payment, upon request, for actual and direct damages up to a maximum amount equal to the purchase price of the Original Battery, and all other damages, including without limitation indirect, special, consequential, incidental, economic, exemplary or punitive damages, are excluded. You may also be subject to other limitations and exclusions of liability, and obligations, as set out in any Bell terms of service that apply to you. These terms survive the expiry of the Warranty.

Severability; Assignment; Effective Date; Agreement. If any provision of this Warranty is unenforceable, all remaining provisions of this Warranty remain in full force and effect. This Warranty is not assignable by Purchaser. Original Warranty applies only to batteries purchased on or after April 23, 2017 until amended or superceded by Bell. You accept the terms of this Warranty on the earlier of the date you receive a copy or use the Original Battery. If you do not agree with the terms of this Warranty, you have 30 days from the date of your original purchase to return the Original Battery to Bell, unused, for a refund.

More Information. For more information, Ontario and Québec residents should visit www.bell.ca/battery or call Bell at 1 866 310 BELL (2355). Atlantic residents please visit www.bellaliant.ca/battery or call 1 866 342 7367.

Recycling instructions
Bell supports provincial battery recycling programs by remitting Environmental Handling Fees for designated products. For more information about the designated battery types and recycling depot locations, please visit the Call2recycle web-site http://www.call2recycle.ca/.

April 23, 2017
Corporate Secretary’s Office of Bell Canada, Bell Satellite TV (Bell ExpressVu), Bell Mobility,
Bell Media and Bell Aliant. 1 carrefour Alexander-Graham-Bell, Building A-7, Verdun, Québec, H3E 3B3

What Smart/Phone Care covers
Enrolling in Smart/Phone Care
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 Apple devices, call Bell Mobility

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.

Submit a request

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:

  • Up to $150 for basic devices, smartphones, tablets and smartwatches
  • Up to $299 for select smartphones, tablets and smartwatches
  • Up to $399 for premium smartphones and tablets
  • Up to $599 for select premium smartphones and tablets

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, $400 for a premium smartphone or tablet, or $600 for select premium smartphones and tablets. 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 or tablet, $400 for a premium smartphone or tablet, or $600 for select premium smartphones and tablets. 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.

Customers with the Device Return Option
Legacy Smart/Phone Care plans (prior to November 8, 2018)
Changes to Smart/Phone Care Best plans
What Smart/Phone Care covers

Smart/Phone Care plan

When you buy a new mobile device, 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.

The Smart/Phone Care plan 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

Smart/Phone Care covers one device and allows for up to two replacements. It does not cover SIM cards or accessories such as batteries, chargers and smartwatch bands.

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 daily from 7 a.m. to 12 a.m. (ET), except national holidays.

The Expert and Support plan does not include hardware protection.

 


Enrolling in Smart/Phone Care

Most phones, smartphones, smartwatches, 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 Apple devices, call Bell Mobility

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.

Submit a request

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:

  • Up to $150 for basic devices, smartphones, tablets and smartwatches
  • Up to $299 for select smartphones, tablets and smartwatches
  • Up to $399 for premium smartphones and tablets
  • Up to $599 for select premium smartphones and tablets

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, $400 for a premium smartphone or tablet, or $600 for select premium smartphones and tablets. 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 or tablet, $400 for a premium smartphone or tablet, or $600 for select premium smartphones and tablets. 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.


Customers with the Device Return Option

If you are enrolled in Smart/Phone Care and have a plan with the Device Return Option, you will be exempt from the requirement to return your device in good working condition, as long as your device powers on and navigates properly to the home screen, and any activation locks are turned off. If your device is not in good working condition, you do not have to submit a replacement request for your device to be accepted for return. However, you must still meet all other return eligibility conditions of the Device Return Option.


Legacy Smart/Phone Care plans (prior to November 8, 2018)

Smart/Phone Care plans offered prior to November 8, 2018, had different levels of warranty coverage. Refer to the information below for the specific coverage of your plan.

The Smart/Phone Care Good, Better and Best plans all cover one device and allow for up to two out-of-warranty replacements. Plans do not cover SIM cards or accessories such as batteries, chargers and smartwatch bands.

Good plan

The Smart/Phone Care Good plan covers your device for:

  • Defects in parts and workmanship beyond the manufacturer's standard warranty period

The Good plan does not cover damage or loss/theft.

Better plan

The Smart/Phone Care Better plan 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

Best plan

The Smart/Phone Care Best plan 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 daily from 7 a.m. to 12 a.m. (ET), except national holidays.

Premium Technical Support Terms of Service

Multi-line discount

The Smart/Phone Care multi-line discount was available prior to November 8, 2018, if you had three or more eligible devices with eligible Smart/Phone Care plans on the same account.

With the multi-line discount, you also receive pooled replacements across the entire account for all enrolled devices. It covers five pooled replacements over 24 months for the first three devices, and an additional pooled replacement for each additional device added.

For example, a customer has three devices enrolled. They can replace one device many times, or many devices one time. They can replace up to five devices within a 24-month period.

  


Changes to Smart/Phone Care Best plans

Effective May 31, 2019, the My Tech Expert and My Content apps that are available with the Smart/Phone Care Best plan will be discontinued.

If you have any photos or videos stored on the My Content app, please ensure you back them up to another source. All content remaining on the app after May 31 will be deleted. For help backing up your content, call a My Tech Expert representative at 1 866 213-2143.


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