Premium Device Protection and AppleCare+ FAQs

Premium Device Protection is a value-added program that protects your device from loss, theft, and accident damage and out-of-warranty malfunction with device replacement and repair options.

Lost/stolen coverage not included in Quebec.

You can add Premium Device Protection to your account within 45 days of activating a new line or upgrading to a new Rogers device.

Yes, repair and processing fees will apply on the following services once your request is approved:

• Phone repairs up to $100.00, depending on the device*
• Phone replacements up to 200.00, depending on the device

For more details on processing fees please visit rogers.com/servicerequest

*Processing fee is $0 on your first screen break repair as long as there is no other damage to your phone.

Not at all. Premium Device Protection is offered on a month-to-month basis, and can be removed at any time without cancellation fees. However, because the combination of the low monthly Device Protection Fee and the one-time Service Processing Fee is typically much lower than the full market cost of repairing or replacing your device, we recommend that you keep the plan for the duration of your wireless contract.

You can start a device replacement service request by visiting rogers.com/servicerequest or calling 1 855 877-3887. It usually takes a few minutes to issue your request, and your available repair and replacement options will be presented to you at this time.

Lost/stolen coverage not included in Québec.

For service requests completed by 7 pm EST Monday-Friday, next business day delivery is available.

You may also have the option to receive a replacement device the same day your service request is completed for an additional fee, where and when available.

Your device will be replaced with a wireless device of like kind and quality with comparable features and functionality to the protected device, and it may be new or reconditioned.

Replacement devices are new or refurbished at the program’s discretion and subject to availability. All replacements come with a 1-year warranty.

If your device malfunctions within a year of purchase, please follow the Rogers in-warranty repair/replacement process to have your device repaired or replaced. However, if your device was lost, stolen or damaged and you are enrolled in  Premium Device Protection, you should file a service request for your device at rogers.com/servicerequest

Lost/stolen coverage not included in Québec.

Your new device will be covered if something unexpected happens. The coverage is on the wireless number enrolled in Premium Device Protection. Airtime must be logged on your new device for it to be covered.

You should file your service request as soon it happens, however you have up to 60 days after an incident has occurred to file the service request.

Lost/stolen coverage not included in Québec.

You’ll get your first broken screen repaired at no extra cost as long as there’s no other damage to your phone.

For replacement, the device will be mailed to you within 2 business days.

For phone repairs, you can choose from the following options:

• Mail-in – Ship the device to Brightstar for repair.
• Walk-in* – Visit a designated repair location in your area (if applicable).
• Mobile Technician visit* – Schedule an appointment with a mobile technician to visit you at your location.

*Walk-in and Mobile Technician visit option dependent on device / location / type of damage. Available options will be presented when the service request is filed.

You get a maximum of 2 fulfilled service requests in any 12-month period. All fulfilled service requests (including repairs, replacements and the first screen break repair) count towards the limit. After your second fulfilled service request, your protection will be cancelled and you will no longer be charged for device protection.

No, the AppleCare+ plan covers your Apple product from the original purchase date. If you purchase AppleCare products at the time you purchase your product, you'll be able to take advantage of all of the plan's features right away. Complimentary telephone support expires after 90 days, so purchasing the plan now allows you to prevent a possible lapse in support coverage. AppleCare+ must be purchased at the time you purchase your product.

AppleCare Online Support site: www.apple.com/ca/support/contact

Yes, customers may bring their Apple products to an Apple Retail Store for assistance under the plan. Customers should schedule a Genius Bar appointment online at www.apple.com/ca/retail before coming in.

Customers may contact AppleCare at any time within the duration of the plan to request a pro-rated refund. Full refunds are available within 30 days of purchase.

The AppleCare+ plan is transferrable to the new device owner.