Policy Timelines
Supplier HandbookHardware Return and ServicePolicies and ProceduresFor Wireless DevicesThis document is subject to frequent changes; it should only be utilized in the on-line format. Do not keep printed copies.The Handbook is located in SSP under Tools Menu -> Reference Centre -> General ReferenceUpdated January 13, 2021Table of Contents TOC \o "1-3" \h \z \u Policy Timelines PAGEREF _Toc61448663 \h 4Product Category and Eligibility PAGEREF _Toc61448664 \h 4Customer Return Policies / Satisfaction Guarantee PAGEREF _Toc61448665 \h 5Buyer's Remorse (BURM) PAGEREF _Toc61448666 \h 5Buyer's Preference (PREF) PAGEREF _Toc61448667 \h 5Product Resale Guidelines PAGEREF _Toc61448668 \h 5Customer Repair Policies PAGEREF _Toc61448669 \h 6Service Programs & Processes for In-Warranty PAGEREF _Toc61448670 \h 6Defective Device Exchange Policy 1-15 days (DOA) PAGEREF _Toc61448671 \h 6Courtesy/Loaner Phone & Repair (CPR) – Rogers/Fido PAGEREF _Toc61448672 \h 7Advance Exchange (AE)– Rogers/Fido PAGEREF _Toc61448673 \h 7Service Programs & Processes for Out-of-Warranty – Rogers/Fido PAGEREF _Toc61448674 \h 8365 + days from customer date of purchase PAGEREF _Toc61448675 \h 8Repair (non-Apple) PAGEREF _Toc61448676 \h 8Replacement (Rogers brand only) PAGEREF _Toc61448677 \h 8AppleCare+ or Device Protection Program PAGEREF _Toc61448678 \h 8Hardware Upgrade Program (HUP) PAGEREF _Toc61448679 \h 8Customer Induced Damage (CID) Description: PAGEREF _Toc61448680 \h 8Examples of Physical Damage: PAGEREF _Toc61448681 \h 8Examples of Moisture Damage: PAGEREF _Toc61448682 \h 8How to Validate the Warranty Period PAGEREF _Toc61448683 \h 8In-Warranty Determination PAGEREF _Toc61448684 \h 8Out-Of-Box Failure (OOB) PAGEREF _Toc61448685 \h 9Apple, BlackBerry, & ZTE devices only PAGEREF _Toc61448686 \h 9Chatr/Prepaid Devices PAGEREF _Toc61448687 \h 9Miscellaneous Forms & Information PAGEREF _Toc61448688 \h 9DOA Credits PAGEREF _Toc61448689 \h 10Errors & Overstock (pristine condition and no activation date) PAGEREF _Toc61448690 \h 10Shipping Error/ Store Order Entry Error PAGEREF _Toc61448691 \h 10System Order Entry Error PAGEREF _Toc61448692 \h 10Activation in Error (AIE) PAGEREF _Toc61448693 \h 10Overstock PAGEREF _Toc61448694 \h 10Chatr Returns PAGEREF _Toc61448695 \h 11Rogers Recommends and Fido Faves PAGEREF _Toc61448696 \h 11Original Equipment Manufacturer (OEM) Policies and Processes PAGEREF _Toc61448697 \h 12Alcatel (TCT Mobile) – Smartphones (including Blackberry KEYone) PAGEREF _Toc61448698 \h 13Alcatel (TCT) – Smartphones – Continued PAGEREF _Toc61448699 \h 14Alcatel (TCT Mobile) – Tablets PAGEREF _Toc61448700 \h 15Alcatel (TCT) – Tablets– Continued PAGEREF _Toc61448701 \h 15Apple - Smartphones PAGEREF _Toc61448702 \h 16Apple – Smartphones – Continued PAGEREF _Toc61448703 \h 18Apple – Tablets PAGEREF _Toc61448704 \h 19Apple – Tablets– Continued PAGEREF _Toc61448705 \h 20BlackBerry - Smartphones PAGEREF _Toc61448706 \h 21BlackBerry - Smartphones – Continued PAGEREF _Toc61448707 \h 22BlackBerry - Guidelines for Wipe & Reflash PAGEREF _Toc61448708 \h 23CAT PAGEREF _Toc61448709 \h 24Doro PAGEREF _Toc61448710 \h 25Google - Smartphones PAGEREF _Toc61448711 \h 26HTC - Smartphones PAGEREF _Toc61448712 \h 27HTC – Smartphones - Continued PAGEREF _Toc61448713 \h 28HTC - Tablets PAGEREF _Toc61448714 \h 29HTC - Tablets - Continued PAGEREF _Toc61448715 \h 30Huawei PAGEREF _Toc61448716 \h 31LG Electronics – Smartphones PAGEREF _Toc61448717 \h 33LG Electronics – Tablets PAGEREF _Toc61448718 \h 34Motorola PAGEREF _Toc61448719 \h 35Netgear (Sierra AirCard) – Mobile Internet [All Rocket Stick & Rocket Hotspot Devices] PAGEREF _Toc61448720 \h 36Nokia/Microsoft – Smartphones PAGEREF _Toc61448721 \h 37Samsung – Smartphones PAGEREF _Toc61448722 \h 38Samsung – Tablets and All Other Devices PAGEREF _Toc61448723 \h 39Samsung – Tablets and All Other Devices PAGEREF _Toc61448724 \h 40Sonim PAGEREF _Toc61448725 \h 41Sony – Smartphones PAGEREF _Toc61448726 \h 42Sony – Tablets PAGEREF _Toc61448727 \h 43ZTE – Phones, Mobile Internet Devices, Wireless Home Phone, Smart Drive PAGEREF _Toc61448728 \h 43ZTE – Tablets PAGEREF _Toc61448729 \h 46SIM Card Replacement PAGEREF _Toc61448730 \h 47How to Create a Shipping Label for Dealer Wireless Returns PAGEREF _Toc61448731 \h 48Summary of Recent Changes PAGEREF _Toc61448732 \h 49Policy TimelinesCustomer Return PoliciesCustomer Repair PoliciesTermDays 1 – 15Days 1 - 15 Days 16 - 365Days 366+Buyer’s Remorse (return) and Buyer’s Preference (exchange)Defective On Arrival (DOA)In-Warranty DefectiveService ProgramsOut-of-Warranty (warranty expired or void due to physical damage) and Lost or Stolen DevicesCustomer returns to original point of purchase for return or exchange to different modelProduct must be in like new condition, including all accessories* user guides and original packaging NOTE: All chatr account monthly service fees (via Voucher PIN, online credit or debit cards or otherwise) are non-refundable.* NOTE: Accessories such as headsets and ear buds items cannot be returned due to health and safety standardsCustomer returns to original point of purchase for trouble shooting and exchange (new, same model) if product is defective. No limit on usageNo evidence of physical or moisture damageRogers/FidoCourtesy Phone & Repair (CPR)Advance Exchange (AE) [Business accounts, mobile internet, WHP, and select cases]Original Equipment Manufacturer (OEM) Direct SupportChatrOriginal Equipment Manufacturer (OEM) Direct SupportRogers/FidoRepair ReplaceAppleCare+/Device Protection (if customer is enrolled)ChatrOriginal Equipment Manufacturer (OEM) Direct SupportProduct Category and EligibilityChatr – Only Days 1-15 applyVoice & DataClassic (Voice Only)Quick Messaging Device (QMD)Smartphone (non-Apple) FORMCHECKBOX YES FORMCHECKBOX YES? CPR? AE FORMCHECKBOX YESApple Devices FORMCHECKBOX YES FORMCHECKBOX YESRefer to Apple authorized repair locationPrepaid Devices FORMCHECKBOX YES FORMCHECKBOX YES? CPR FORMCHECKBOX YESMobile InternetRocket StickRocket Hotspot FORMCHECKBOX YES FORMCHECKBOX YES? AE(No Premium Service Fee for these devices.) FORMCHECKBOX YESRocket HubSmart DriveAir Card FORMCHECKBOX YES FORMCHECKBOX YES? AE(No Premium Service Fee for these devices.) FORMCHECKBOX YESData CreationTabletsNetbooksNotebooks FORMCHECKBOX YES FORMCHECKBOX YES? OEM? N/ABack to Table of ContentsCustomer Return Policies / Satisfaction GuaranteeBuyer's Remorse (BURM) Return within 15 days and cancel accountCustomer returns to original point of purchase for return.Product must be in “like new” condition, including all accessories, user guides and original packaging.All chatr account monthly service fees (via Voucher PIN, online credit or debit cards or otherwise) are non-refundable.Accessories such as headsets and ear buds cannot be returned due to health and safety standards.Ensure customer’s account in Billing System is updated with any changes.Follow steps in Product Resale Guidelines section belowBuyer's Preference (PREF) Exchange for a different model within 15 daysCustomer returns to original point of purchase for exchange.Product must be in “like new” condition, including all accessories, user guides and original packaging.All chatr account monthly service fees (via Voucher PIN, online credit or debit cards or otherwise) are non-refundable.Accessories such as headsets and ear buds cannot be returned due to health and safety standards. Ensure Customers account in Billing System is updated with any changes.Follow steps in Product Resale Guidelines section belowProduct Resale GuidelinesProducts returned to stores under the Buyer's Preference and Buyer's Remorse policies can be re-sold by the store.Note: Products must not be returned to the OEM or Rogers/Fido as defective. If device has been used, and you choose to resell it, it must be resold as “used” and a “like-new” sticker must be attached to the box over the barcode.The box contains all its original components (user guides, accessories, charger, device, etc).The product is inspected and has no trace of damage (physical damage, moisture damage).Headsets (ear buds) must be taken out of boxes and discarded for hygienic purposes (discount price for resale accordingly). Repackage with new headsets taken from store inventory.The device must be cleared of all customer content prior to re-sale via Device Tune-Up (MCE Tool) or manuallySee the “Hardware Clearing Instructions” Devices must be wiped off before repackaging.Store must add a SIM Kit to the packaging, taken out of their inventory.Apple devices must be refreshed and re-kitted with a Rogers/Fido branded sleeve. Refer to the process outlined in the “iPhone Refresh Process” on the Apple page.For Smart Drive resale, see ZTE pageNote: A Master Reset must be completed on all NFF DOA devices to clear all content from the device before it can be resold * Opened clamshell packaging must be returned to Rogers/Fido. HYPERLINK \l "Table_of_Contents" Back to Table of ContentsCustomer Repair PoliciesService Programs & Processes for In-Warranty Defective Device Exchange Policy 1-15 days (DOA) 1 - 15 days from customer date of purchase (unlimited usage)RMA must be completed within 10 days of returnDevice must be in “like-new” condition with no signs of physical or moisture damage.Device must be complete – including all the original accessoriesException: if a customer is doing a DOA exchange for the same device, and cannot produce the original packaging and/or accessories, you can keep the box and/or accessories from the new device you are swapping to complete the returnValidate that the product was purchased within 15 days (proof of purchase is required). (A copy of the proof of purchase must be included with the returned DOA device) Validate the customer's complaint and attempt to replicate the issue.Device must be active on the customer's account for the exchange to be processed.Utilize the Device Tune-Up (DTU) tool to determine any identifiable defects and fixes. If the tool does not resolve the issue, obtain the DTU Ticket # for use in the RMA portals/forms. Exchange the product for customer from store stock with a new full retail kit (customer must return full retail kit).Transfer existing SIM to new device. (as applicable)Process an equipment change through SSP or by contacting RSG (Rogers) or EOS (Fido).Complete the “DOA Triage Checklist” form below with the customer Store to follow the return process that applies for the OEM. (Refer to specific OEM page for details.) OEM will troubleshoot device to determine if there is a hardware defect.If found defective; a credit note or replacement will be provided (refer to OEM page).For all OEM’s; if the device submitted as DOA is deemed No Fault Found (NFF) or physically damaged, or is received without all the original box contents (i.e.: accessories), it will be returned to the point of origin as is, and a credit or replacement will not be provided.* Note: A Ticket # from Device Tune-Up does not automatically mean a credit or replacement will be received. DOA Period Exceptions: Defective 0-30 days policy will be honored for :Specific corporate or government accounts in which 30 day defective policy is contractual obligation.Exceptions processed in store will be supported by OEM within 0-30 day periodNote: A Master Reset must be completed on all NFF DOA devices to clear all content from the device before it can be resoldFor all DOAD/OOBD devices returned to Return Centre c/o CTDI, 1595 North Service Road East:Dealers who wish to dispute a No Fault Found (NFF) result are required to use the RAP Portal to initiate the retest request. Program and Eligibility Requirements: Handset must have been submitted once following the DOAD/OOBD return process outlined in this book. The test result of the first request must be deemed NFF. Request must be made within 5 calendar days of unit being received Only 1 retest per IMEI will be accepted. Process for Requesting and sending NFF Retest: Log onto the Return Authorization Portal (RAP) Request an RMA using the return reason code: NFFR Enter original RMA in the comments field. RMA paperwork will be sent within 3 business days of the request. Follow the shipping instructions listed on RMA Paperwork On testing completion, if fault is found, the unit will follow the fault found DOAD/OOBD process and credit will be issued. If the unit is again deemed NFF, it will follow the returned to sender process.Courtesy/Loaner Phone & Repair (CPR) – Rogers/Fido16 - 365 days from customer date of purchase and no longer functions according to the manufacturers specificationsCustomer must contact Rogers/Fido Tech Support for troubleshooting.Customer walks in to or is referred to a participating location. Device is inspected for evidence of physical or moisture damage. If damaged the device is deemed Out-of-Warranty.Store will attempt to duplicate the problem by troubleshooting. Store will use Device Tune-Up (Diagnostic/MCE Tool) for diagnostics and in-store resolution.If issue is not resolved the device may be sent in for repair (non-Apple)Apple devices must be referred to an Apple authorized repair location or to the Apple call centreDevice must be active on the customer’s account and within the warranty period. A courtesy phone will be offered while the phone is being repaired. A refundable deposit will be required.Rogers/Fido aims to have the repaired device ready for pick-up in 10 business days or less. No charges will apply, providing the problem is covered by warranty and customer returns the courtesy phone to storeAdvance Exchange (AE)– Rogers/Fido16 - 365 days from customer date of purchase and no longer functions according to the manufacturer specificationsOnly available for business accounts, mobile internet, Wireless Home Phone devices and select casesCustomer must contact Rogers/Fido Tech Support for troubleshooting.Device must be active on the customer's account and within the warranty period.Rogers/Fido will provide an In-Warranty 'Advance Exchange' for the customer (Device, Battery and Charger Only).The customer will receive the replacement product (refurbished) by courier within 5 business days or less (dependent on product availability).Along with the replacement device the customer will receive a prepaid courier pouch to return the defective device to Rogers/Fido along with return instructions and timelines. Customer must return the defective device to Rogers/Fido within the required timelines.There must be no evidence of physical or moisture damage, or if their defective device is not returned, they will be charged for the replacement device. Note: Do not exchange hardware in-store. Back to Table of ContentsReminder: Any SIM or memory cards shipped to repair facility will be destroyed.Service Programs & Processes for Out-of-Warranty – Rogers/Fido365 + days from customer date of purchase Product no longer functions according to the manufactures specifications or Customer Induced Damage (CID) which voids WarrantyRepair (non-Apple)A courtesy phone will be offered to the customer. A refundable deposit will be required. A repair estimate will be provided to the customer for approval prior to proceeding with the repair.Customer will be notified when their repaired device is ready for pick up at the store. Customer will return to the store and exchange the courtesy phone for their repaired phone. Apple devices are to be referred to an Apple authorized repair locationReplacement (Rogers brand only)If customer phone cannot be repaired or has chosen not to proceed with the repair, customer will have the option of selecting a replacement device.AppleCare+ or Device Protection ProgramCheck to see if customer is enrolled in the programHardware Upgrade Program (HUP)Customer may be eligible for HUP.Customer Induced Damage (CID) Description: A product is Out-of-Warranty when the warranty period has expired or if there is CID to the product which will void the warranty. CID is when a device has been damaged due to physical or moisture damage.CID will void the manufacturer’s warranty.A charge will be applied if a device is deemed to have damage not covered under warranty when swapped through the AE Program. An estimate will be provided if a device has been submitted for an In-Warranty repair but is determined to be CID by the OEM’s repair facility.Examples of Physical Damage:Broken, cracked or bleeding screen.Cracks in the front or back cover.Broken hinges.Missing keys.Foreign substances (food, paint, liquid).Ports or jacks not intact. Examples of Moisture Damage:Pink or red moisture indicator.Missing moisture damage indicator.Foggy display.Evidence of moisture under the display, keys, or behind the battery door.Corrosion in or around the ports or jacks.How to Validate the Warranty PeriodIn-Warranty DeterminationThe warranty period for new wireless devices is typically 12 months from date of purchase. Accessory warranty periods vary; please refer to the manufacturer’s warranty information. Warranty information is provided in the manual that accompanies the device or on the manufacturer’s website.Warranty can be validated by:Customer provides their proof of purchaseIf the customer does not have their proof of purchase you can also check in the hardware repair module in SSP. HYPERLINK \l "Table_of_Contents" Back to Table of ContentsOut-Of-Box Failure (OOB)Apple, BlackBerry, & ZTE devices onlyRogers/Fido: DOA policies & procedures apply – with the following exceptions:Return Centre (ERL) will accept non-activated devices that are defective out of box (OOB) as per the following:Device must not have left the storeThere must be no usage on the device and no activation datePlease submit an RMA via RAP at with return reason code OOBThe phone must be returned in its original packaging with all components, accessories and manuals. (IMEI on the device must match the IMEI on the box.)Original box and device must not show any signs of damage.Note: Damaged boxes/product must be reported immediately upon shipping receipt as per standard business procedures.No Fault Found units may be returned to the store and no credit or replacement providedProduct with physical or moisture damage will be returned as is and no credit or replacement providedShip with PUROLATOR (charge to account # 7482084) to:Return Centre c/o CTDI 1595 North Service Road East, Oakville, ON L6H 7T1For more information contact ERL directly at SCCare@rci.. Chatr: Hardware has not been activated and it has not been more than 180 days from date of shipment. Follow the manufacturer DOA procedures.Chatr/Prepaid DevicesDevices on prepaid accounts are serviced as outlined below. Note: There is no AE or Replacement option for devices on prepaid accounts.Prepaid Device ServiceDOA (1 - 15 days)Standard procedures apply.Buyer’s Remorse/ Buyer’s Preference (1 - 15 days)Standard procedures apply.In-Warranty (16 - 365 days)Courtesy Phone & Repair program (CPR) Out-of-Warranty (365 + days or CID)Purchase New replacement Device Chatr OEM Warranty Support Forms\s HYPERLINK \l "Table_of_Contents" Back to Table of ContentsMiscellaneous Forms & InformationManual Repair Form Back to Table of ContentsDOA CreditsDOA Device Returned For OEM CreditFollow the instructions as outlined in the DOA section at the front of this handbook and the DOA section (Defective Product - 1-15 days) on each OEM’s page in this handbook.Credit for DOA will be applied to Dealer’s A/R account by Rogers/Fido Finance within 45 days of receipt at the OEM’s DOA facility.DOA Credit Note InquiryIf the credit is not applied to the Dealer’s A/R account after 45 days from receipt at OEM facility, the dealer may submit a request for an investigation as follows:Complete the “DOA Investigation Request Form” (*See note below for additional info required by Samsung)Send the completed form by email to VendorDealerCredit@rci.Dealer should expect acknowledgement of receipt of the credit inquiry within 5 business days.Investigation and resolution of these inquiries will be completed within 15 business days.For Samsung Devices:The Samsung Credit Number must also be must be added to the “DOA Investigation Request Form”Samsung’s credit number can be found on the Samsung Service Web site (“Review DOA RMA” screen and within the RMA request)Record this number in the column to the right of the Waybill #Note: DOA Credit Note Inquiry requests will not be accepted 6 months after the date that the DOA was received at the OEM’s DOA facility. Errors & Overstock (pristine condition and no activation date) Shipping Error/ Store Order Entry ErrorFor shipments received directly from the manufacturer (as indicated by the Vendor name on the packing slip) the request must be directed back to the manufacturer. For shipments received directly from Rogers/Fido (as indicated by Rogers/Fido on the packing slip) the request must be directed back to the Return Centre (ERL) at SCCare@rci.. A restocking fee for all Store Order entry errors may apply.RMA requests must be submitted within 5 business days of receiving the shipment (see specific OEM page for details).System Order Entry ErrorContact Enterprise Reverse Logistics (ERL) via email at SCCare@rci..RMA requests must be submitted within 5 business days of receiving the shipment (see specific OEM page for details).A restocking fee for all System Order entry errors may apply.Activation in Error (AIE) Account activated but purchase not completed within 15 days.There is no Voice, Data or Text usage.Product must be in like new condition, including all accessories, user guides and original packaging.Overstock Overstock returns are reviewed on a case by case situation and if approved for return a restocking fee up to 20% may apply.Customer device reservations shipped to store are not eligible for return HYPERLINK \l "Table_of_Contents" Back to Table of ContentsChatr ReturnsPermission must be obtained from your DAR or Chatr Representative to gain approval to return any product. Once written approval is obtained, please contact the Enterprise Reverse Logistics via email at SCCare@rci..A 20% restocking fee may apply if incident not reported within 5 business days from the receipt of the product.Overstock returns are reviewed on a case by case situation and if approved for return a restocking fee up to 20% may apply.Out of Box Failures: Hardware has not been activated and it has not been more than 180 days from date of shipment. Follow the manufacturer DOA procedures.All “Errors & Overstock” returns are to be submitted through RAP Portal with prior approval by DAR. Approval details are to be emailed to ERL by DAR so that the return requests can be processed without any delay.Rogers Recommends and Fido FavesThe Rogers Recommends and Fido Faves programs are for featured devices that we stand behind, are specially priced and carry a 2 year warranty against defectsThese devices can be submitted as per the usual HRM repair process. HRM will already be pre-loaded with the 2 year warranty.Rogers Recommends (formerly Staff Picks) devices with a 2 year warranty:Sony Aqua M4 (2nd year warranty is provided by Rogers directly)Huawei Y6, GR5, P10, P10 PlusHuawei P20, P20 lite, P20 Plus (2nd year warranty is provided by Rogers directly)Moto G Plus (2nd year warranty is provided by Rogers directly)LG Q6 (2nd year warranty is provided by Rogers directly)Fido Faves devices with a 2 year warranty:Huawei Y6, GR5, P10, P10 PlusHuawei Nova Plus (2nd year warranty is provided by Fido directly)Huawei P20, P20 lite, P20 Plus (2nd year warranty is provided by Fido directly)ZTE AxonLG Stylo 2, X Power 2, Q6 (2nd year warranty is provided by Fido directly)Original Equipment Manufacturer (OEM) Policies and ProcessesAlcatel (TCT Mobile) – Smartphones (including Blackberry KEYone)Technical TroubleshootingDevice Tune-Up (obtain Ticket #)Alcatel branded devices: 1 (855) 844-6058 or alcatelonetouch.caBlackberry branded devices: 1 (855) 223-4034 or FacilitiesDefective 1-15 days (OOB & DOA)Return Centre c/o CTDI1595 North Service Road EastOakville, ON L6H 7T1Email: SCCare@rci.Ship via PUROLATOR using ERL Account # belowIn-Warranty RepairsSBE Canada LtdOut-of-Warranty RepairsSBE Canada LtdOut-of-Box Failure (OOB)Refer to page 6 for NFF retest processPolicyCredit note provided.Out-of-box failure is accepted from the store within 120 days from shipment date from RogersDevice cannot be activated and must have no usageProcessPlease submit a Return Material Authorization (RMA) via RAP at Return Reason Code OOBD must be used and recorded in the reference field of the waybill.The RA # must be clearly marked on the outside of the packaging, Product returned with obvious damage to the box, or IMEI of device does not match IMEI on box will be returned and no credit issued.Ship with PUROLATOR account # 7482084All other ERL process as documented for DOA process below applies.Defective (DOA )(1 - 15 days)Refer to page 6 for NFF retest process1-15 Days from customer date of activation (unlimited usage) or Out-of-box Failure (120 days from shipment date from Rogers and usage cannot exceed 2 minutes).PolicyA credit note will be issued.ProcessComplete the steps outlined in the “Defective Device Exchange Policy 1-15 days (DOA)” sectionStore complete the “DOA Triage Checklist” form with the customerStore submits a Return Material Authorization (RMA) via RAP at will provide RA # for approved requests via email within 3 business days. Note: Proof of Purchase may be required by ERL before the RMA can be approved.Store records the RA # for this device on the “DOA Triage Checklist” formStore packages device (complete contents and original packaging), a copy of the Proof of Purchase & the completed Triage Checklist (DOA) formNOTE: DOA shipments without all 3 of these items may be rejected and returned to the store.Store ships the DOA product package to the Return Centre; using the waybills generated online from the PUROLATOR Canada Website (). Note: Stores will need an Online PUROLATOR Account to be able to create waybills online.Stores use ERL’s PUROLATOR account # 7482084Store must enter ERL’s Return Reason Code DOAD in the reference field of the waybill RA # must be clearly marked on the outside of the packaging. Only 1 RA per waybill.Store must ship the defective product to Rogers within 5 business days of receipt of the RA #.Note: RA's will expire after 30 days of issuance and the DOA product will not be accepted and a credit note will not be issued.Important: Please ship DOA units separately from any bulk requests as this will support ERL with prioritizing and expediting RA's for DOA devices. A Master Reset must be completed on all NFF DOA devices to clear all content from the device before it can be resoldContinued next page…..Back to Table of ContentsAlcatel (TCT) – Smartphones – ContinuedIn-Warranty(16 - 365 days)KEYone (2 years)? CPR?? AE? OEM SupportOut-of-Warranty(365 + days or CID)? CPR ? HPG Replacement? HUP? Purchase New Device? OEM SupportBack to Table of ContentsAlcatel (TCT Mobile) – TabletsTechnical TroubleshootingDevice Tune-Up (obtain Ticket #) FacilitiesDefective 0-15 days (OOB & DOA)Return Centre c/o CTDI1595 North Service Road EastOakville, ON L6H 7T1Email: SCCare@rci.Ship via PUROLATOR using ERL Account # belowIn-Warranty RepairsCustomer contacts Alcatel directly1 (855) 844-6058 or alcatelonetouch.caOut-of-Warranty RepairsCustomer contacts Alcatel directly1 (855) 844-6058 or alcatelonetouch.caOut-of-Box Failure(OOB)Refer to page 6 for NFF retest processPolicyCredit note provided.Out-of-box failure is accepted from the store within 120 days from shipment date from RogersDevice cannot be activated and must have no usageProcessPlease submit a Return Material Authorization (RMA) via RAP at Return Reason Code OOBD must be used and recorded in the reference field of the waybill.The RA # must be clearly marked on the outside of the packaging, Product returned with obvious damage to the box, or IMEI of device does not match IMEI on box will be returned and no credit issued.Ship with PUROLATOR account # 7482084All other ERL process as documented for DOA process below applies.Defective (DOA )(1 - 15 days)Refer to page 6 for NFF retest process1-15 Days from customer date of activation (unlimited usage) or Out-of-box Failure (120 days from shipment date from Rogers and usage cannot exceed 2 minutes).PolicyA credit note will be issued.ProcessComplete the steps outlined in the “Defective Device Exchange Policy 1-15 days (DOA)” sectionStore complete the “DOA Triage Checklist” form with the customerStore submits a Return Material Authorization (RMA) via RAP at will provide RA # for approved requests via email within 3 business days. Note: Proof of Purchase may be required by ERL before the RMA can be approved.Store records the RA # for this device on the “DOA Triage Checklist” formStore packages device (complete contents and original packaging), a copy of the Proof of Purchase & the completed Triage Checklist (DOA) formNOTE: DOA shipments without all 3 of these items may be rejected and returned to the store.Store ships the DOA product package to the Return Centre; using the waybills generated online from the PUROLATOR Canada Website (). Note: Stores will need an Online PUROLATOR Account to be able to create waybills online.Stores use ERL’s PUROLATOR account # 7482084Store must enter ERL’s Return Reason Code DOAD in the reference field of the waybill RA # must be clearly marked on the outside of the packaging. Only 1 RA per waybill.Store must ship the defective product to Rogers within 5 business days of receipt of the RA #.Note: RA's will expire after 30 days of issuance and the DOA product will not be accepted and a credit note will not be issued.Important: Please ship DOA units separately from any bulk requests as this will support ERL with prioritizing and expediting RA's for DOA devices. A Master Reset must be completed on all NFF DOA devices to clear all content from the device before it can be resoldContinued next page…..Back to Table of ContentsAlcatel (TCT) – Tablets– ContinuedIn-Warranty(16 - 365 days)? CPR?? AE? OEM SupportOut-of-Warranty(365 + days or CID)? CPR ? HPG Replacement? HUP? Purchase New Device? OEM Support Apple - SmartphonesTechnical TroubleshootingDevice Tune-Up (obtain Ticket #)Apple's website: apple.ca support online service assistantFacilitiesDefective 1-15 days (OOB & DOA)Return Centre c/o CTDI1595 North Service Road EastOakville, ON L6H 7T1Email: SCCare@rci.Ship via PUROLATOR using ERL Account # belowIn-Warranty RepairsRefer to Apple authorized repair location ()or 1-800-263-3394Out-of-Warranty RepairsRefer to Apple authorized repair location ()or 1-800-263-3394Out-of-Box Failure (OOB)Refer to page 6 for NFF retest processFind My iPhone Lock must be disabledPolicyCredit note provided.Out-of-box failure is accepted from the store within 90 days from shipment date from RogersOut-of- box failure is accepted only when the product will not turn on out-of-box, and the product has not been tethered and un-bricked (no customer associated with the product). Device must have no usageProcessPlease submit a Return Material Authorization (RMA) via Rogers' Return Authorization Portal (RAP) at Return Reason Code OOBD must be used and recorded in the reference field of the waybill.The RA # must be clearly marked on the outside of the packaging, Product returned with obvious damage to the box, or IMEI of device does not match IMEI on box will be returned and no credit issued.Ship with PUROLATOR account # 7482084All other ERL process as documented for DOA process below applies.Defective (DOA )(1 - 15 days)Refer to page 6 for NFF retest processFind My iPhone Lock must be disabledPolicyCredit note provided.ProcessComplete the steps outlined in the “Defective Device Exchange Policy 1-15 days (DOA)” sectionStore complete the “DOA Triage Checklist” form with the customerStore submits a Return Material Authorization (RMA) via RAP at ,ERL will provide RA # for approved requests via email within 3 business days. Note: Proof of Purchase may be required by ERL before the RMA can be approved.Store records the RA # for this device on the “DOA Triage Checklist” formStore packages device (complete contents and original packaging), a copy of the Proof of Purchase & the completed Triage Checklist (DOA) formNOTE: DOA shipments without all 3 of these items may be rejected and returned to the store.Store ships the DOA product package to the Return Centre; using the waybills generated online from the PUROLATOR Canada Website (). Note: Stores will need an Online PUROLATOR Account to be able to create waybills online.Stores use ERL’s PUROLATOR account # 7482084Store must enter ERL’s Return Reason Code DOAD in the reference field of the waybillRA # must be clearly marked on the outside of the packaging. Only 1 RA per waybill.Store must ship the defective product to Rogers within 5 business days of receipt of the RA #.Note: RA's will expire after 30 days of issuance and the DOA product will not be accepted and a credit note will not be issued.Important: Please ship DOA units separately from any bulk requests as this will support ERL with prioritizing and expediting RA's for DOA devices. A Master Reset must be completed on all NFF DOA devices to clear all content from the device before it can be resoldContinued next page…..Back to Table of ContentsApple – Smartphones – ContinuedBuyer’s Remorse/ Buyer’s Preference ProcessFind My iPhone Lock must be disablediPhone Refresh Process:Prior to reselling an iPhone, you must:Reset the memory and ensure Find My iPhone is turned off.Discard and destroy the original SIM card and provide the customer with a new SIM card. The SIM card replacement must follow your current SIM card replacement process for similar Smartphones that are resold under BRBP.Discard the headset if the original unit has been used and replace with an original Apple-branded headset Wipe off the phone to remove fingerprints and place in the original box along with all original items.iPhone ResellPlease ensure that customers buying a resell iPhone are informed that: The device is "Like New" meaning: It has been used for less than 15 days Customers benefit from the remainder of the iPhone's 1-year warranty, as of the original date of the first activation. The warranty expiration date can be found at the back of the sleeve.Customers benefit from the same Buyer’s Remorse and Buyer’s Preference privileges as with any other device purchased. NOTE: customers purchasing open box iPhones must have the warranty start and end date clearly communicated to them at time of sale.In-Warranty(16 - 365 days)? CPR?? AE? OEM SupportOut-of-Warranty(365 + days or CID)? CPR ? HPG Replacement? HUP? Purchase New Device? OEM SupportBack to Table of ContentsApple – TabletsTechnical TroubleshootingDevice Tune-Up (obtain Ticket #)Apple's website: 0-15 days (OOB & DOA)Return Centre c/o CTDI1595 North Service Road EastOakville, ON L6H 7T1Email: SCCare@rci.Ship via PUROLATOR using ERL Account # belowIn-Warranty RepairsRefer to Apple authorized repair location ()or 1-800-263-3394Out-of-Warranty RepairsRefer to Apple authorized repair location ()or 1-800-263-3394Out-of-Box Failure(OOB)Refer to page 6 for NFF retest processFind My iPhone Lock must be disabledPolicyCredit note provided.Out-of-box failure is accepted from the store within 90 days from shipment date from RogersOut-of- box failure is accepted only when the product will not turn on out-of-box, and the product has not been tethered and un-bricked (no customer associated with the product). Device must have no usageProcessPlease submit a Return Material Authorization (RMA) via Rogers' Return Authorization Portal (RAP) at Return Reason Code OOBD must be used and recorded in the reference field of the waybill.The RA # must be clearly marked on the outside of the packaging, Product returned with obvious damage to the box, or IMEI of device does not match IMEI on box will be returned and no credit issued.Ship with PUROLATOR account # 7482084All other ERL process as documented for DOA process below applies.Defective (DOA )(1 - 15 days)Refer to page 6 for NFF retest processFind My iPhone Lock must be disabledPolicyCredit note provided.ProcessComplete the steps outlined in the “Defective Device Exchange Policy 1-15 days (DOA)” sectionStore complete the “DOA Triage Checklist” form with the customerStore submits a Return Material Authorization (RMA) via RAP at will provide RA # for approved requests via email within 3 business days. Note: Proof of Purchase may be required by ERL before the RMA can be approved.Store records the RA # for this device on the “DOA Triage Checklist” formStore packages device (complete contents and original packaging), a copy of the Proof of Purchase & the completed Triage Checklist (DOA) formNOTE: DOA shipments without all 3 of these items may be rejected and returned to the store.Store ships the DOA product package to the Return Centre; using the waybills generated online from the PUROLATOR Canada Website (). Note: Stores will need an Online PUROLATOR Account to be able to create waybills online.Stores use ERL’s PUROLATOR account # 7482084Store must enter ERL’s Return Reason Code DOAD in the reference field of the waybillRA # must be clearly marked on the outside of the packaging. Only 1 RA per waybill.Store must ship the defective product to Rogers within 5 business days of receipt of the RA #.Note: RA's will expire after 30 days of issuance and the DOA product will not be accepted and a credit note will not be issued.Important: Please ship DOA units separately from any bulk requests as this will support ERL with prioritizing and expediting RA's for DOA devices. A Master Reset must be completed on all NFF DOA devices to clear all content from the device before it can be resoldContinued next page…..Back to Table of ContentsApple – Tablets– ContinuedBuyer’s Remorse/ Buyer’s Preference ProcessFind My iPhone Lock must be disablediPad Refresh Process:Prior to reselling an iPad, you must:Reset the memory and ensure Find My iPhone is turned off.Discard and destroy the original SIM card and provide the customer with a new SIM card. The SIM card replacement must follow your current SIM card replacement process for similar Tablets that are resold under BRBP.Discard the headset if the original unit has been used and replace with an original Apple-branded headset.Wipe off the iPad to remove fingerprints and place in the original box along with all original items.The original box must be covered by a Rogers branded sleeve. Identify the warranty expiration date on the back of the sleeve. The iPad's warranty verification date can be found at apple.ca support online service assistant. Place the sleeve over the iPad box.iPad ResellPlease ensure that customers buying a resell iPad are informed that: The device is "Like New" meaning: It has been used for less than 15 days Customers benefit from the remainder of the iPad's 1-year warranty, as of the original date of the first activation. The warranty expiration date can be found at the back of the sleeve.Customers benefit from the same Buyer’s Remorse and Buyer’s Preference privileges as with any other device purchased. NOTE: customers purchasing open box iPads must have the warranty start and end date clearly communicated to them at time of sale.In-Warranty(16 - 365 days)? CPR?? AE? OEM SupportOut-of-Warranty(365 + days or CID)? CPR ? HPG Replacement? HUP? Purchase New Device? OEM Support Back to Table of ContentsBlackBerry - SmartphonesFor KEYone, see Alcatel (TCT)Technical TroubleshootingDevice Tune-Up (obtain Ticket #)FacilitiesDefective 0-15 days (OOB & DOA)Return Centre c/o CTDI1595 North Service Road EastOakville, ON L6H 7T1Email: SCCare@rci.Ship via PUROLATOR using ERL Account # belowIn-Warranty RepairsSBE Canada LtdOut-of-Warranty RepairsSBE Canada LtdReturn PolicyNOTE: No Returns or Exchanges of BB Enterprise Server Software (BES) or Client Access Licenses. Out Of Box Failure (OOB)(Devices Only)Refer to page 6 for NFF retest processDisable Blackberry Protect Anti-TheftPolicyCredit note provided.Out-of-box failure is accepted from the store within 120 days from shipment date from RogersDevice cannot be activated and must have no usageProcessPlease submit a Return Material Authorization (RMA) via RAP at Return Reason Code OOBD must be used and recorded in the reference field of the waybill.The RA # must be clearly marked on the outside of the packaging, Product returned with obvious damage to the box, or IMEI of device does not match IMEI on box will be returned and no credit issued.Ship with PUROLATOR account # 7482084All other ERL process as documented for DOA process below applies.Defective (DOA )(1 - 15 days)Refer to page 6 for NFF retest processDisable Blackberry Protect Anti-Theft1-15 Days from customer date of activation (unlimited usage) or Out-of-box Failure (120 days from shipment date from Rogers and usage cannot exceed 2 minutes).PolicyA credit note will be issued.ProcessComplete the steps outlined in the “Defective Device Exchange Policy 1-15 days (DOA)” sectionStore complete the “DOA Triage Checklist” form with the customerStore submits a Return Material Authorization (RMA) via RAP at will provide RA # for approved requests via email within 3 business days. Note: Proof of Purchase may be required by ERL before the RMA can be approved.Store records the RA # for this device on the “DOA Triage Checklist” formStore packages device (complete contents and original packaging), a copy of the Proof of Purchase & the completed Triage Checklist (DOA) formNOTE: DOA shipments without all 3 of these items may be rejected and returned to the store.Store ships the DOA product package to the Return Centre; using the waybills generated online from the PUROLATOR Canada Website (). Note: Stores will need an Online PUROLATOR Account to be able to create waybills online.Stores use ERL’s PUROLATOR account # 7482084Store must enter ERL’s Return Reason Code DOAD in the reference field of the waybill RA # must be clearly marked on the outside of the packaging. Only 1 RA per waybill.Store must ship the defective product to Rogers within 5 business days of receipt of the RA #.Note: RA's will expire after 30 days of issuance and the DOA product will not be accepted and a credit note will not be issued.Important: Please ship DOA units separately from any bulk requests as this will support ERL with prioritizing and expediting RA's for DOA devices. A Master Reset must be completed on all NFF DOA devices to clear all content from the device before it can be resold In-Warranty(16 - 365 days)? CPR?? AE? OEM SupportContinued next page…..Back to Table of ContentsBlackBerry - Smartphones – ContinuedOut-of-Warranty(365 + days or CID)? CPR? HPG Replacement? HUP? Purchase New Device? OEM SupportBack to Table of ContentsBlackBerry - Guidelines for Wipe & Reflash As per BlackBerry requirements, all devices returned must be re-flashed before they can be resoldSteps for Wipe & Re-flashFirst attempt should be made to use Device Tune-Up (MCE Tool) to wipe, reset and re-pinIf unsuccessful, create a waybill using the PUROLATOR website.Disable Blackberry Protect Anti-Theft Select item “SBE-BB Wipe & Reflash” from the corporate address book.Create a Wipe and Reflash work order as follows: Dealers - Access Reflash Portal Corporate stores - On RetailWeb, access the Quick Links and select “Wipe & Reflash”.Glentel via Internal Intranet siteClick submitPrint two copies of the work order.Include one in the shipment and save a copy for your records. Devices shipped without proper documentation will cause delays Click “Save” if you wish to save an additional copy to your desktop as backup.Note: Devices shipped without a Wipe and Reflash work order will be returned to stores, without being re-flashed, within 2 business days after receipt.Shipping InformationPhone must be reset to manufacturers’ setting immediately after customer returns device.(This includes Loaner & Courtesy Phones, as well as customer’s device) but before shipped in for Wipe & Re-flash process (including Loaners)- Make sure you ONLY ship the device – without any other components (battery, back cover must not be shipped out) - If you send any of those components, they would not be returned to your store - Components must be stored at a designated spot at your location to be matched up once device is returned - Ship only one device at a time (one waybill = one device) - Wrap device securely to ensure it is not damaged during shippingDevice returned to storeOnce the device is returned to store (up to 7 days after store shipment)Verify that the device has been wiped of all its contentIf so :you may reassemble it and have the device available for its designated program (Loaner or Resell) If not:A document enclosed with the returned unit will indicate that it was not Reset / wiped Device not returned or is damaged upon returnContact your Hardware Service Rep @ HardwareService@rci.HYPERLINK \l "Table_of_Contents"Back to Table of ContentsCATTechnical TroubleshootingDevice Tune-Up (obtain Ticket #)FacilitiesDefective 1-15 days (DOA)FutureTel (ON)FutureTel Service Centre570 Alden Road, Unit 14 Markham, ON L3R 8N5Tel: (905) 415-2388 Toll Free: 1-866-290-3388Fax: (905) 415-2688Email: futurets@FutureTel-In-Warranty RepairsFutureTel (ON)Out-of-Warranty RepairsSBE Canada LtdDefective (DOA )(1 - 15 days)Policy1-15 Days from customer date of purchase (unlimited usage).Credit note provided.ProcessComplete the steps outlined in the “Defective Device Exchange Policy 1-15 days (DOA)” sectionComplete RMA Request Form and send by email to – Cat.rmarequest@futuretel-Ticket # from Device Tune-Up should be included on RMAStore must ship the device to FutureTel (ON) within 7 days of the RMA being issued.Store packages device (complete contents and original packaging), a copy of the Proof of Purchase, a copy of the RMA request form with the RMA # & the completed Triage Checklist (DOA) formStore ships the DOA product package to FutureTel.; Courier: FedEx, Account#: 460522862RA # must be clearly marked on the Waybill and on the outside of the package. Only 1 RA per waybill.In-WarrantyB15 and S50 (16 - 730 days)? CPR?? AE? OEM Support Out-of-Warranty B15 and S50 (730 + days or CID)? CPR? HPG Replacement? HUP? Purchase New Device? OEM SupportRMA Request Form (CAT).xlsBack to Table of ContentsDoroTechnical TroubleshootingDevice Tune-Up (obtain Ticket #)FacilitiesDefective 1-15 days (DOA)Return Centre c/o CTDI1595 North Service Road EastOakville, ON L6H 7T1Email: SCCare@rci.Ship via PUROLATOR using ERL Account # belowIn-Warranty RepairsSBE Canada LtdOut-of-Warranty RepairsN/ASee below for OOW repair optionsDefective (DOA )(1 - 15 days)Refer to page 6 for NFF retest processPolicyCredit note provided.Process Complete the steps outlined in the “Defective Device Exchange Policy 1-15 days (DOA)” sectionStore complete the “DOA Triage Checklist” form with the customerStore submits a request for Return Authorization (RA) via RAP at . ERL will provide RA# for approved requests via email within 3 business days. Store records the RA # for this device on the “DOA Triage Checklist” form Store packages device (complete contents and original packaging), a copy of the Proof of Purchase & the completed Triage Checklist (DOA) formNOTE: DOA shipments without all 3 of these items may be rejected and returned to the store.Store ships the DOA product to the Return Centre; using the waybills generated online from the PUROLATOR Canada Website (). Note: Stores will need an Online PUROLATOR Account to be able to create waybills online.Stores use ERL’s PUROLATOR account # 7482084Store must enter ERL’s Return Reason Code DOAD in the reference field of the waybillRA # must be clearly marked on the outside of the packaging. Only 1 RA per waybill.Store must ship the defective product to Rogers within 5 business days of receipt of the RA #.Note: ERL’s RAs will expire after 30 days of issuance. If the RA has expired, the DOA product on this RA will not be accepted and a credit note will not be issued.SIM card return processThe Doro device uses a unique SIM card that works only in this phone. If the SIM card needs to be replaced for the customer, take a SIM card out of a new Doro retail box. Return the defective or burnt SIM card following the instructions provided on the SIM Card Replacement page of this Supplier Handbook. (Link to SIM Card page)In-Warranty(16 - 365 days)? CPR?? AE? OEM SupportOut-of-Warranty (365 + days or CID)NOTE: Replacement ONLY through Rogers HPG program. No repair option available.? CPR ? HPG Replacement? HUP? Purchase New Device? OEM SupportBack to Table of Contents Google - SmartphonesTechnical TroubleshootingDevice Tune-Up (obtain Ticket #)FacilitiesDefective 0-15 days (DOA)Return Centre c/o CTDI1595 North Service Road EastOakville, ON L6H 7T1Email: SCCare@rci.Ship via PUROLATOR using ERL Account # belowIn-Warranty Repairs (Swap Provided)SBE Canada LtdOut-of-Warranty RepairsSBE Canada LtdReturn PolicyOut Of Box Failure (OOB)(Devices Only)Refer to page 6 for NFF retest processPolicyReplacement provided.Out-of-box failure is accepted from the store within 120 days from shipment date from RogersDevice cannot be activated and must have no usageProcessPlease submit a Return Material Authorization (RMA) via RAP at Return Reason Code OOBD must be used and recorded in the reference field of the waybill.The RA # must be clearly marked on the outside of the packaging, Product returned with obvious damage to the box, or IMEI of device does not match IMEI on box will be returned and no replacement issued.Ship with PUROLATOR account # 7482084All other ERL process as documented for DOA process below applies.Defective (DOA )(1 - 15 days)Refer to page 6 for NFF retest processPolicyA credit note will be issued.ProcessComplete the steps outlined in the “Defective Device Exchange Policy 1-15 days (DOA)” sectionStore complete the “DOA Triage Checklist” form with the customerStore submits a Return Material Authorization (RMA) via RAP at will provide RA # for approved requests via email within 3 business days. Note: Proof of Purchase may be required by ERL before the RMA can be approved.Store records the RA # for this device on the “DOA Triage Checklist” formStore packages device (complete contents and original packaging), a copy of the Proof of Purchase & the completed Triage Checklist (DOA) formNOTE: DOA shipments without all 3 of these items may be rejected and returned to the store.Store ships the DOA product package to the Return Centre; using the waybills generated online from the PUROLATOR Canada Website (). Note: Stores will need an Online PUROLATOR Account to be able to create waybills online.Stores use ERL’s PUROLATOR account # 7482084Store must enter ERL’s Return Reason Code DOAD in the reference field of the waybill RA # must be clearly marked on the outside of the packaging. Only 1 RA per waybill.Store must ship the defective product to Rogers within 5 business days of receipt of the RA #.Note: RA's will expire after 30 days of issuance and the DOA product will not be accepted and a replacement will not be issued.Important: Please ship DOA units separately from any bulk requests as this will support ERL with prioritizing and expediting RA's for DOA devices. A Master Reset must be completed on all NFF DOA devices to clear all content from the device before it can be resold In-Warranty(16 - 365 days)Pixel 2 (2 year)? CPR?? AE? OEM SupportOut-of-Warranty(365 + days or CID)? CPR ? HPG Replacement? HUP? Purchase New Device? OEM Support HTC - SmartphonesTechnical TroubleshootingDevice Tune-Up (obtain Ticket #)FacilitiesDefective 0-15 days (OOB & DOA)FutureTel (ON)570 Alden Road, Unit 14 Markham, ON L3R 8N5Tel: (905) 415-2388 Toll Free: 1-866-290-3388Fax: (905) 415-2688Email: futurets@FutureTel-Ship via FedEx Hardcopy BLANK waybillsIn-Warranty RepairsFutureTel (ON)Ship via FedEx Hardcopy BLANK waybills Out-of-Warranty RepairsSBE Canada LtdOOB - Out-of-Box(no usage)AndDefective (DOA )(1 - 15 days)(unlimited usage)PolicyCredit note provided to Rogers/Fido, Rogers/Fido then processes (or passes through) credit to the dealer (or a new replacement at HTC’s discretion). Credit note may take up to 75 days.HTC’s DOA and Out-Of-Box policy requires that all DOA and Out-Of-Box Failure claims must be submitted within 12 months of date of manufacture (DOA return period).DOA return request must be submitted within 15 Days from customer date of purchase.DOA/OOB returns must have an RMA number. DOA/OOB returns without an RMA number will be returned as-is at the store’s expense.NFF/NON DOA/OOB returns will be shipped back to the Store as is (a credit note will not be provided). NFF/NON DOA/OOB returned back to the Store will be classified as one of the following: (i) NFF, (ii) CID, (iii) Product Failure is not a warranted defect, (iv) Product is outside the DOA return period, (v) DOA Product does not include POP, or (vi) DOA POP exceeds 15 days from RMA request date.ProcessComplete the steps outlined in the “Defective Device Exchange Policy 1-15 days (DOA)” sectionThe HTC on device Diagnostic Tool (if available on the device) must be run with the Rogers/Fido Tech Support rep to troubleshoot the device with the customer or Store rep.If the on device Diagnostic Tool confirms that there is a hardware fault then the Tech Support rep will issue a case # and provide it to the customer or Store rep.Store completes the “DOA Triage Checklist” form with the customer Store completes the electronic Return Request form through the FutureTel on-line RMA system at . Ensure that the case # provided by the Rogers Technical Call Centre rep is entered in the ”Dealer’s Ref# / TT#:” field in the RMA.)Store will have 15 days from the date of customer return to request an RMA. RMA will be issued within 2 business daysStore records the RA number on the DOA Triage Checklist formOnce the RMA is issued, the Store will have 15 days to ship the DOA device to FutureTel. Ship the DOA returns via FedEx using account number #367902442.Store packages device (complete contents and original packaging) complete with the customer proof of purchase, the FutureTel paperwork and the completed Triage Checklist (DOA) form.DOA status will be validated within 5 business days of receipt of DOA product.Multiple RMAs may be included in a single shipment, provided all RMA numbers are listed on the waybill AND the outside of the packageIn-Warranty(16 - 365 days)? CPR?? AE? OEM Support Continued next page…..Back to Table of Contents HTC – Smartphones - ContinuedOut-of-Warranty(365 + days or CID)? CPR ? HPG Replacement? HUP? Purchase New Device? OEM Support HTC dedicated support contacts1-866-913-1148 Rogers store and tech support1-866-449-8358 End User1-800-368-5370 French support lineHTC Diagnostics Tool information (includes Device Reset instructions) (Android OS)HTC Diagnostic Tool for Windows 8X.pdf Back to Table of Contents HTC - TabletsTechnical TroubleshootingDevice Tune-Up (obtain Ticket #)FacilitiesDefective 0-15 days (OOB & DOA)FutureTel (ON)570 Alden Road, Unit 14 Markham, ON L3R 8N5Tel: (905) 415-2388 Toll Free: 1-866-290-3388Fax: (905) 415-2688Email: futurets@FutureTel-Ship via FedEx Hardcopy BLANK waybillsIn-Warranty RepairsCustomer contacts HTC Customer Support DirectlyEnglish 1-866-449-8358 (6:00am – 1:00am EST 7 day/week)French 1-800-368-5370 (9:00am – 9:00pm EST 7 day/week)On-Line: us/support (English only)Email: us/support/e-mail (English only)Out-of-Warranty RepairsCustomer contacts HTC Customer Support DirectlyEnglish 1-866-449-8358 (6:00am – 1:00am EST 7 day/week)French 1-800-368-5370 (9:00am – 9:00pm EST 7 day/week)On-Line: us/support (English only)Email: us/support/e-mail (English only)OOB - Out-of-Box(no usage)AndDefective (DOA )(1 - 15 days)(unlimited usage)PolicyCredit note provided to Rogers/Fido, Rogers/Fido then processes (or passes through) credit to the dealer (or a new replacement at HTC’s discretion). Credit note may take up to 75 days. HTC’s DOA and Out-Of-Box policy requires that all DOA and Out-Of-Box Failure claims must be submitted within 12 months of date of manufacture (DOA return period).DOA return request must be submitted within 15 Days from customer date of purchase.DOA/OOB returns must have an RMA number. DOA/OOB returns without an RMA number will be returned as-is at the store’s expense.NFF/NON DOA/OOB returns will be shipped back to the Store as is (a credit note will not be provided). NFF/NON DOA/OOB returned back to the Store will be classified as one of the following: (i) NFF, (ii) CID, (iii) Product Failure is not a warranted defect, (iv) Product is outside the DOA return period, (v) DOA Product does not include POP, or (vi) DOA POP exceeds 15 days from RMA request date.ProcessComplete the steps outlined in the “Defective Device Exchange Policy 1-15 days (DOA)” sectionThe HTC on device Diagnostic Tool must be run with the Rogers/Fido Tech Support rep to troubleshoot the device with the customer or Rogers Store rep.If the on device Diagnostic Tool confirms that there is a hardware fault then the Tech Support rep will issue a case # and provide it to the customer or Store rep.Store completes the “DOA Triage Checklist” form with the customer Store completes the electronic Return Request form through the FutureTel on-line RMA system at . Ensure that the case # provided by the Rogers Technical Call Centre rep is entered in the ”Dealer’s Ref# / TT#:” field in the RMA.)Store will have 15 days from the date of customer return to request an RMA. RMA will be issued within 2 business daysStore records the RA number on the DOA Triage Checklist formOnce the RMA is issued, the Store will have 15 days to ship the DOA device to FutureTel. Ship the DOA returns via FedEx using account number #367902442.Store packages device (complete contents and original packaging) complete with the customer proof of purchase, the FutureTel paperwork & the completed Triage Checklist (DOA) form.DOA status will be validated within 5 business days of receipt of DOA product.Multiple RMAs may be included in a single shipment, provided all RMA numbers are listed on the waybill AND the outside of the packageContinued next page…..Back to Table of Contents HTC - Tablets - ContinuedIn-Warranty(16 - 365 days)Contact Rogers/Fido Tech Support for troubleshooting. If the Technical Call Centre cannot resolve the issue, the device may be defective.Contact HTC Customer Support for Support & TroubleshootingEnglish 1-866-449-8358 (6:00am – 1:00am EST 7 day/week)French 1-800-368-5370 (9:00am – 9:00pm EST 7 day/week)On-Line: us/support (English only)Email: us/support/e-mail (English only)? CPR?? AE? OEM SupportOut-of-Warranty(365 + days or CID)? CPR? HPG Replacement? HUP? Purchase New Device? OEM Support Back to Table of ContentsHuaweiTechnical TroubleshootingDevice Tune-Up (obtain Ticket #)FacilitiesDefective 1-15 days (DOA)Rocket StickReturn Centre c/o CTDI1595 North Service Road EastOakville, ON L6H 7T1Email: SCCare@rci.Ship via PUROLATOR using ERL Account # belowSmartphonesFutureTel (ON)FutureTel Service Centre570 Alden Road, Unit 14 Markham, ON L3R 8N5Tel: (905) 415-2388 Toll Free: 1-866-290-3388Fax: (905) 415-2688Email: futurets@FutureTel-In-Warranty Repairs (Smartphones)FutureTel (ON)In-Warranty Repairs (Mobile Internet)AE onlyOut-of-Warranty RepairsSBE Canada LtdDefective (DOA )(1 - 15 days)Policy1-15 Days from customer date of purchase (unlimited usage).Credit note provided.ProcessRocket StickComplete the steps outlined in the “Defective Device Exchange Policy 1-15 days (DOA)” sectionStore complete the “DOA Triage Checklist” form with the customerStore submits a Return Material Authorization (RMA) via RAP at ,ERL will provide RA # for approved requests via email within 3 business days. Note: Proof of Purchase may be required by ERL before the RMA can be approved.Store records the RA # for this device on the “DOA Triage Checklist” formStore packages device (complete contents and original packaging), a copy of the Proof of Purchase & the completed Triage Checklist (DOA) formNOTE: DOA shipments without all 3 of these items may be rejected and returned to the store.Store ships the DOA product package to the Return Centre; using the waybills generated online from the PUROLATOR Canada Website (). Note: Stores will need an Online PUROLATOR Account to be able to create waybills online.Stores use ERL’s PUROLATOR account # 7482084Store must enter ERL’s Return Reason Code DOAD in the reference field of the waybillRA # must be clearly marked on the outside of the packaging. Only 1 RA per waybill.Store must ship the defective product to Rogers within 5 business days of receipt of the RA #.Note: RA's will expire after 30 days of issuance and the DOA product will not be accepted and a credit note will not be issued.SmartphonesComplete the steps outlined in the “Defective Device Exchange Policy 1-15 days (DOA)” sectionFill out the attached form and send a request for RMA (within max 30 days) to Huawei RMA team (CanadaRMA@) RMA request must include the following: \sHuawei will issue the RMA number within two Business Days of a return request.Once the RMA number is received, store packages device (complete contents and original packaging), a copy of the Proof of Purchase, a copy of the RMA request form with the RMA # & the completed Triage Checklist (DOA) formShip to Futuretel within 15 days using waybill generated on PUROLATOR website () with account # 7482084Huawei will confirm or deny defect within three Business Days of receipt of DOA Product.RA # must be clearly marked on the Waybill and on the outside of the package. Only 1 RA per waybill.In-Warranty(16-365 days)Y6, GR5, Nova Plus, P10, P10 Plus, P20 models (2 year)Smartphone? CPR?? AE? OEM Support Rocket Stick? CPR?? AE? OEM Support ?HUP ? Purchase New DeviceOut-of-Warranty (365+ days or CID)Smartphone? CPR? HPG Replacement? HUP? Purchase New Device? OEM Support Rocket Stick? CPR? HPG Replacement?OEM Support? Purchase New DeviceBack to Table of Contents LG Electronics – SmartphonesTechnical TroubleshootingDevice Tune-Up (obtain Ticket #)OEM: or call 1-888-542-2623FacilitiesDefective 1-15 days (DOA)LG Electronics Canada, Inc.20 Norelco DriveNorth York, Ontario, M9L 2X6Toll Free: 1-866-543-8324 (Option 6) RepairsFutureTel ON (FTE)Out-of-Warranty RepairsSBE Canada LtdDefective (DOA )(1 - 15 days)PolicyCredit note provided.ProcessComplete the steps outlined in the “Defective Device Exchange Policy 1-15 days (DOA)” sectionStore completes our “DOA Triage Checklist” form with the customer Store completes the “LG DOA Request RMA Checklist”The Store sends the completed LG DOA Request RMA Checklist and Proof of Purchase to LG Head Office by Fax: (905) 568-2823 or email rareturns@. The Store will receive the RMA # by fax or email within 48 hours.Store records the RA number on the DOA Triage ChecklistThe Store packages up the complete phone kit including original box with the RMA #, DOA checklist, and proof of purchase or original packing slip & the completed Triage Checklist (DOA) formThe store ships the device to LG using Purolator (charge to account # 1-6787962). RA # must be clearly marked on the Waybill and on the outside of the package. Only 1 RA per waybill.Important Information: A copy of the completed RMA Request Form with the RMA number must also be attached to the outside of the shipping box.DOA device must be sent to LG within 45 days after the RMA number has been issued or the RMA number will be cancelled and a new RMA request will not be accepted for this device.Questions? Contact LG Defective Returns Department @ 1-866-543-8324 – Option 6 (Mon-Fri 8:00 am-5:00 pm EST)In-Warranty(16 - 365 days)Stylo 2, X Power 2, Q6 (2 years) LG Smartphones:Store troubleshoots the device to validate the customer's complaint. If further assistance is required to resolve an issue, Store must use Device Tune-Up with customer for troubleshooting.If defect is confirmed, technical call centre will issue a case # and mark the customer's account in ICM.LG Handsets {Classic (Voice) devices}:The Store packages up the phone with the proof of purchase and ships it to the LG Repair Centre using Purolator online portal. Contact Hardware Services by email at hardware.service@rci. if you do not know your login. Proof of purchase must show the IMEI, serial number, date of purchase and customer information. Hand-written invoices are not acceptable.? CPR?? AE? OEM SupportOut-of-Warranty(365 + days or CID)? CPR? HPG Replacement? HUP? Purchase New Device? OEM Support LG DOA Request RMA Checklist and LG Pre-Printed Waybill Request FormsLG Electronics – TabletsTechnical TroubleshootingDevice Tune-Up (obtain Ticket #)OEM: or call 1-888-542-2623FacilitiesDefective 1-15 days (DOA)LG Electronics Canada Inc.20 Norelco DriveNorth York, Ontario, M9L 2X6Toll Free: 1-866-543-8324 (Option 6)Ship via Purolator Hardcopy Pre-PrintedIn-Warranty RepairsCustomer contacts LG DirectlyToll Free: 1-888-542-2623 (Option 1)Or Out-of-Warranty RepairsCustomer contacts LG DirectlyToll Free: 1-888-542-2623 (Option 1)Or Defective (DOA )(1 - 15 days)PolicyCredit note provided.ProcessComplete the steps outlined in the “Defective Device Exchange Policy 1-15 days (DOA)” sectionStore completes our “DOA Triage Checklist” form with the customerStore completes the DOA Tablet Return Check List [LG_Tablet_DOA_Request_RMA_Checklist.xls]The Store faxes the completed RMA form, DOA Tablet Return Check List and Proof of Purchase to LG Head Office at Fax: (905) 568-2823 or email rareturns@. The Store will receive a fax or email with the RMA # within 48 hours.Store records the RA number on the DOA Triage ChecklistThe Store packages up the complete tablet kit including original box with the RMA #, DOA Tablet Return Check List, and proof of purchase or original packing slip & the completed Triage Checklist (DOA) form and sends directly to LG using Purolator [LG_Purolator_PrePrintedWaybill_EN.xls].RA # must be clearly marked on the Waybill and on the outside of the package. Only 1 RA per waybill.In-Warranty(16 - 365 days) Customer must call Rogers/Fido Tech Support and speak with a representative for troubleshooting. If service is required the customer can either:submit a repair request through Repair Request Portal at or call LG directly at 1-888-542-2623 (Option 1 )? CPR?? AE? OEM SupportOut-of-Warranty(365 + days or CID)? CPR ? HPG Replacement? HUP? Purchase New Device? OEM SupportLG Optimus Pad Troubleshooting - Rogers.pdfLG Repair Portal - Tablet.pdf (includes Wipe & Reset instructions)LG_Tablet_DOA_Request_RMA_Checklist.xlsLG_Purolator_PrePrintedWaybill_EN.xlsBack to Table of ContentsMotorola Technical TroubleshootingDevice Tune-Up (obtain Ticket #)Motorola Dealer Support 1-800-668-1117- for Dealer technical/product inquiriesMotorola Customer Support 1-800-461-4575 – for customers to call directly - select Get Help, For Mobile Phones, ALL FAQsFacilitiesDefective 1-15 days (DOA)FutureTel (ON)570 Alden Road, Unit 14 Markham, ON L3R 8N5Tel: (905) 415-2388 Toll Free: 1-866-290-3388Fax: (905) 415-2688Email: futurets@FutureTel-Ship via Purolator OnlineIn-Warranty RepairsFutureTel (ON)Ship via Purolator OnlineOut-of-Warranty RepairsSBE Canada LtdDefective (DOA )(1 - 15 days)PolicyCredit note provided.ProcessComplete the steps outlined in the “Defective Device Exchange Policy 1-15 days (DOA)” sectionStore completes the “DOA Triage Checklist” form with the customerStore fills out the Motorola RA Request Form Store emails the form and customer's Proof of Purchase (POP) to motorola.RMArequest@FutureTel- to get RMA #. Within 2 business days, the RMA # will be emailed back to the Store.Store records the RA number on the DOA Triage Checklist formThe Store packages up the complete kit (phone and all accessories) with the RMA form, original packing slip and customer's POP & the completed Triage Checklist (DOA) form and sends the package to FutureTel using Purolator - Account #5421886. RA # must be clearly marked on the Waybill and on the outside of the package. Only 1 RA per waybill.If it was an out-of-box failure, the request must be accompanied with the Motorola packing slip for the device.In-Warranty(16 - 365 days)G Plus (2 year)? CPR?? AE? OEM SupportOut-of-Warranty(365 + days or CID)? CPR ? HPG Replacement? HUP? Purchase New Device? OEM Support Motorola_RA_Form_ENBack to Table of ContentsNetgear (Sierra AirCard) – Mobile Internet [All Rocket Stick & Rocket Hotspot Devices]Technical TroubleshootingDevice Tune-Up (obtain Ticket #)FacilitiesDefective 1-15 days (DOA)Return Centre c/o CTDI1595 North Service Road EastOakville, ON L6H 7T1Email: SCCare@rci.Ship via PUROLATOR using ERL Account # belowIn-Warranty RepairsSBE Canada Ltd Out-of-Warranty RepairsSee below for OOW repair optionsDefective (DOA )(1 - 15 days)Refer to page 6 for NFF retest processPolicyCredit note provided.Process Complete the steps outlined in the “Defective Device Exchange Policy 1-15 days (DOA)” sectionStore complete the “DOA Triage Checklist” form with the customerStore submits a request for Return Authorization (RA) via RAP at . ERL will provide RA# for approved requests via email within 3 business days. Store records the RA # for this device on the “DOA Triage Checklist” formStore packages device (complete contents and original packaging), a copy of the Proof of Purchase & the completed Triage Checklist (DOA) formNOTE: DOA shipments without all 3 of these items may be rejected and returned to the store.Store ships the DOA product to the Return Centre; using the waybills generated online from the PUROLATOR Canada Website (). (Stores will need to open an Online PUROLATOR Account before being able to create waybills online.)Stores use ERL’s PUROLATOR account # 7482084Store must enter ERL’s Return Reason Code DOAD in the reference field of the waybillRA # must be clearly marked on the outside of the packaging. Only 1 RA per waybill.Store must ship the defective product to Rogers within 5 business days of receipt of the RA #.Note: ERL’s RAs will expire after 30 days of issuance. If the RA has expired, the DOA product on this RA will not be accepted and a credit note will not be issued.In-Warranty(16 - 365 days)? CPR?? AE? OEM Support For Air Card-AC503 ? CPR?? AE? OEM SupportOut-of-Warranty(365 + days or CID)? CPR ? HPG Replacement? HUP? Purchase New Device? OEM Support For Air Card-AC503? CPR ? HPG Replacement? HUP? Purchase New Device? OEM Support Back to Table of ContentsNokia/Microsoft – Smartphones Technical TroubleshootingDevice Tune-Up (obtain Ticket #)OEM: nokia.ca/support or call 1-888-226-6542FacilitiesDefective 1-15 days (DOA)Return Centre c/o CTDI1595 North Service Road EastOakville, ON L6H 7T1Email: SCCare@rci.In-Warranty RepairsSBE Canada LtdOut-of-Warranty RepairsSBE Canada LtdDefective (DOA )(1 - 15 days)Refer to page 6 for NFF retest processPolicyCredit note provided.ProcessComplete the steps outlined in the “Defective Device Exchange Policy 1-15 days (DOA)” sectionStore completes the “DOA Triage Checklist” form with the customerStore submits a request for Return Authorization (RA) via RAP at . ERL will provide RA# for approved requests via email within 3 business days.NOTE: Proof of Purchase may be required by ERL before the RMA can be approvedStore records the RA number on the DOA Triage Checklist formStore packages device (complete contents and original packaging), a copy of the Proof of Purchase & the completed Triage Checklist (DOA) formNOTE: DOA shipments without all 3 of these items may be rejected and returned to the store.Store ships the DOA product to the Return Centre; using the waybills generated online from the PUROLATOR Canada Website (). NOTE: Stores may need to open an Online PUROLATOR Account so they can create waybills online.Stores use ERL’s PUROLATOR account # 7482084Store must enter ERL’s Return Reason Code DOAD in the reference field of the waybillRA # must be clearly marked on the outside of the packaging. Only 1 RA per waybill.Store must ship the defective product to Rogers within 5 business days of receipt of the RA #.ERL’s RAs will expire after 30 days of issuance. If the RA has expired, the DOA product on this RA will not be accepted and will be returned as is. Note: Once replacement device arrives back at the store, adjust out the old IMEI and adjust in the new IMEI.Devices that are No Fault Found or have evidence of physical or moisture damage will be returned as is, COD, and a replacement device will not be provided. In-Warranty(16 - 365 days)? CPR?? AE? OEM Support Out-of-Warranty(365 + days or CID)? CPR ? HPG Replacement? HUP? Purchase New Device? OEM SupportBack to Table of Contents Samsung – SmartphonesTechnical TroubleshootingDevice Tune-Up (obtain Ticket #)OEM: ca/support or call 1-800-SAMSUNG 1-15 days (DOA)NEOVIA C/O SDF (Samsung DOA Facility)8041 Fifth Line NorthHalton Hills, ON L7G 0E2(attn. : Eddy Chan)service@In-Warranty RepairsON - FutureTel (ON)Out-of-Warranty RepairsSBE Canada LtdDefective (DOA )(1 - 15 days)PolicyA credit note will be issued.ProcessComplete the steps outlined in the “Defective Device Exchange Policy 1-15 days (DOA)” sectionStore completes the “DOA Triage Checklist” form with the customerStore accesses Samsung Service Web site to create a DOA RMA.Once the RMA has been created, Store prints the RMA and ships a copy of the RMA with the completed Triage Checklist (DOA) form and a copy of the proof of purchase to Samsung Wireless Terminal via FedEx courier.Store records the RMA number on the DOA Triage Checklist formIn-Warranty(16 - 365 days)? CPR?? AE? OEM Support Out-of-Warranty(365 + days or CID)? CPR ? HPG Replacement? HUP? Purchase New Device? OEM Support Important Information about the Galaxy Note S PenThe S Pen (stylus) that comes with the Galaxy Note is an accessory.Therefore it must not be included when a device is sent in for repair, but must be included for OOB & DOA returns.For Note 5, Samsung is offering a one-time free of charge repair if the S Pen is inserted incorrectly and damages the slot sensor.Samsung Galaxy S5 Important Service and Support information.The Back Cover & The Battery must be included with the GS5 when it is sent in for repair.Select the “Battery & Back Cover” checkbox in the Accessory section within Hardware Repair in SSP.For devices with the auto focus system (including the GS5) a slight rattling sound may occur when shaking the device. This is not a defect. Do not submit as DOA or DEF for this complaint as the device will be returned as NFF.Back to Table of ContentsSamsung – Tablets and All Other DevicesTechnical TroubleshootingDevice Tune-Up (obtain Ticket #)OEM: ca/support or call 1-800-SAMSUNG 1-15 days (DOA)NEOVIA C/O SDF (Samsung DOA Facility)8041 Fifth Line NorthHalton Hills, ON L7G 0E2(attn. : Eddy Chan)service@Ship via Purolator OnlineIn-Warranty RepairsSamsung Customer Care 1-800-SAMSUNG (1-800-726-7864)or Service Absolut 514-738-8333 ext #810info@ Out-of-Warranty RepairsSamsung Customer Care 1-800-SAMSUNG (1-800-726-7864)or Service Absolut 514-738-8333 ext #810info@ Defective (DOA )(1 - 15 days)PolicyA credit note will be issued.ProcessComplete the steps outlined in the “Defective Device Exchange Policy 1-15 days (DOA)” sectionStore completes the “DOA Triage Checklist” form with the customer Store accesses Samsung Service Web site to create a DOA RMA.Once the RMA has been created, Store prints the RMA and ships a copy of the RMA with the completed Triage Checklist (DOA) form and a copy of the proof of purchase to Samsung Wireless Terminal via FedEx courier. Store records the RMA number on the DOA Triage Checklist formOnce a DOA has been qualified by Samsung as DOA, a credit note is sent to Rogers. Rogers, in turn, will issue the credit to the Store A/R.Buyer’s Remorse/ Buyer’s Preference ProcessStandard return policies apply. The factory resets will reset the features but it will not erase pictures, and videos. To prepare a Buyer’s Remorse or Buyer’s Preference return for re-sale you must :Android devices:Reset the device to factory default:Android devices: Settings Privacy Factory Data Reset Reset Tablet Erase everythingErase pictures and videos:Settings SD card and Tablet Storage Format internal memory Format internal memory Erase everything.Windows 8 devices: Charms menu Settings Change PC Settings GeneralTap “Get started” under Remove everything and reinstall Windows Next Fully clean the driveContinued next page…..Back to Table of ContentsSamsung – Tablets and All Other DevicesIn-Warranty(16 - 365 days)Process Customer must call Rogers/Fido Tech Support and speak with a representative for troubleshooting. Customer contacts Samsung Customer Care directly.By Phone:Customer calls Samsung Customer Care 1-800-SAMSUNG.Samsung Customer Care Hours: 7 days a week between 8:30 AM and 12:00 AM.If the issue cannot be resolve, Samsung Customer Care will facilitate the repair process for the device to a Samsung Authorized Service Centre.On Line: Customer creates online Product Service Request at: ? CPR?? AE? OEM Support Out-of-Warranty(365 + days or CID)Customer must contact Samsung Authorized Service Centre to facilitate Out-of-Warranty repair/exchange.by phone 514-738-8333 x810 or by email to samsungservicecentre@ ? CPR ? HPG Replacement? HUP? Purchase New Device? OEM Support Accessory WarrantyCustomer must contact Samsung Customer Care 1-800-SAMSUNGBack to Table of Contents SonimTechnical TroubleshootingDevice Tune-Up (obtain Ticket #)FacilitiesDefective 1-15 days (DOA)Return Centre c/o CTDI1595 North Service Road EastOakville, ON L6H 7T1Email: SCCare@rci.Ship via PUROLATOR using ERL Account # belowIn-Warranty RepairsSBE Canada LtdOut-of-Warranty RepairsSBE Canada LtdDefective (DOA )(1 - 15 days)Refer to page 6 for NFF retest processPolicyCredit note provided.Process Complete the steps outlined in the “Defective Device Exchange Policy 1-15 days (DOA)” sectionStore complete the “DOA Triage Checklist” form with the customerStore submits a request for Return Authorization (RA) via RAP at . ERL will provide RA# for approved requests via email within 3 business days. Store records the RA number on the Triage Checklist (DOA) formStore packages device (complete contents and original packaging), a copy of the Proof of Purchase & the completed Triage Checklist (DOA) formNOTE: DOA shipments without all 3 of these items may be rejected and returned to the store.Store ships the DOA product to the Return Centre; using the waybills generated online from the PUROLATOR Canada Website (). (Stores will need to open an Online PUROLATOR Account before being able to create waybills online.)Stores use ERL’s PUROLATOR account # 7482084Store must enter ERL’s Return Reason Code DOAD in the reference field of the waybillRA # must be clearly marked on the outside of the packaging. Only 1 RA per waybill.Store must ship the defective product to Rogers within 5 business days of receipt of the RA #.Note: ERL’s RAs will expire after 30 days of issuance. If the RA has expired, the DOA product on this RA will not be accepted and a credit note will not be issued.Buyer’s Remorse/ Buyer’s Preference ProcessStandard return policies apply. To prepare a Buyer’s Remorse or Buyer’s Preference return for re-sale you must reset the device to factory settings by completing these two steps:1. From the Home Screen type *#119*#Message - “Restore settings and restart the phone?” - Press Yes This process should take 10-30 seconds. If it takes longer than 1 minute press the “End Call” button or remove the battery and repeat step 1 again.2. Select - Menu – Settings. a. Select “Restore Factory Settings” & Press OKb. Input Password - Type in 1234 & Press OKMessage - “Restore settings and restart the phone?” - Press YesIn-Warranty(16 - 1095 days)3 Year Warranty? CPR?? AE? OEM Support Out-of-Warranty(1095+ days or CID)? CPR ? HPG Replacement? HUP? Purchase New Device? OEM Support Back to Table of ContentsBack to Table of ContentsSony – Smartphones Technical TroubleshootingDevice Tune-Up (obtain Ticket #)OEM: 1-866-737-7733FacilitiesDefective 1-15 days (DOA)Return Centre c/o CTDI1595 North Service Road EastOakville, ON L6H 7T1Email: SCCare@rci.In-Warranty RepairsSBE Canada LtdOut-of-Warranty RepairsSBE Canada LtdDefective (DOA )(1 - 15 days)Refer to page 6 for NFF retest processPolicyCredit note provided.ProcessComplete the steps outlined in the “Defective Device Exchange Policy 1-15 days (DOA)” sectionStore completes the “DOA Triage Checklist” form with the customerStore submits a request for Return Authorization (RA) via RAP at . ERL will provide RA# for approved requests via email within 3 business days.NOTE: Proof of Purchase may be required by ERL before the RMA can be approvedStore records the RA number on the DOA Triage Checklist formStore packages device (complete contents and original packaging), a copy of the Proof of Purchase & the completed Triage Checklist (DOA) formNOTE: DOA shipments without all 3 of these items may be rejected and returned to the store.Store ships the DOA product to the Return Centre; using the waybills generated online from the PUROLATOR Canada Website (). NOTE: Stores may need to open an Online PUROLATOR Account so they can create waybills online.Stores use ERL’s PUROLATOR account # 7482084Store must enter ERL’s Return Reason Code DOAD in the reference field of the waybillRA # must be clearly marked on the outside of the packaging. Only 1 RA per waybill.Store must ship the defective product to Rogers within 5 business days of receipt of the RA #.ERL’s RAs will expire after 30 days of issuance. If the RA has expired, the DOA product on this RA will not be accepted and will be returned as is. Note: Once replacement device arrives back at the store, adjust out the old IMEI and adjust in the new IMEI.Devices that are No Fault Found or have evidence of physical or moisture damage will be returned as is, COD, and a replacement device will not be provided. In-Warranty(16 - 365 days)? CPR?? AE? OEM Support Out-of-Warranty(365 + days or CID)? CPR ? HPG Replacement? HUP? Purchase New Device? OEM SupportSony M4 Aqua2nd year of warranty provided by Rogers/Fido (for Manufacturer’s defects)? CPR?? AE? OEM SupportSony – Tablets Technical TroubleshootingDevice Tune-Up (obtain Ticket #)FacilitiesDefective 1-15 days (DOA)Return Centre c/o CTDI1595 North Service Road EastOakville, ON L6H 7T1Email: SCCare@rci.In-Warranty RepairsCustomer to contact 1-866-766-9374Out-of-Warranty RepairsCustomer to contact 1-866-766-9374Defective (DOA )(1 - 15 days)Refer to page 6 for NFF retest processPolicyCredit note provided.ProcessComplete the steps outlined in the “Defective Device Exchange Policy 1-15 days (DOA)” sectionStore completes the “DOA Triage Checklist” form with the customerStore submits a request for Return Authorization (RA) via RAP at . ERL will provide RA# for approved requests via email within 3 business days.NOTE: Proof of Purchase may be required by ERL before the RMA can be approvedStore records the RA number on the DOA Triage Checklist formStore packages device (complete contents and original packaging), a copy of the Proof of Purchase & the completed Triage Checklist (DOA) formNOTE: DOA shipments without all 3 of these items may be rejected and returned to the store.Store ships the DOA product to the Return Centre; using the waybills generated online from the PUROLATOR Canada Website (). NOTE: Stores may need to open an Online PUROLATOR Account so they can create waybills online.Stores use ERL’s PUROLATOR account # 7482084Store must enter ERL’s Return Reason Code DOAD in the reference field of the waybillRA # must be clearly marked on the outside of the packaging. Only 1 RA per waybill.Store must ship the defective product to Rogers within 5 business days of receipt of the RA #.ERL’s RAs will expire after 30 days of issuance. If the RA has expired, the DOA product on this RA will not be accepted and will be returned as is. Note: Once replacement device arrives back at the store, adjust out the old IMEI and adjust in the new IMEI.Devices that are No Fault Found or have evidence of physical or moisture damage will be returned as is, COD, and a replacement device will not be provided. In-Warranty(16 - 365 days)? CPR?? AE? OEM Support Out-of-Warranty(365 + days or CID)? CPR ? HPG Replacement? HUP? Purchase New Device? OEM SupportZTE – Phones, Mobile Internet Devices, Wireless Home Phone, Smart DriveTechnical TroubleshootingDevice Tune-Up (obtain Ticket #)OEM: 1-866-644-3056FacilitiesDefective 1-15 days (DOA)Return Centre c/o CTDI1595 North Service Road EastOakville, ON L6H 7T1Email: SCCare@rci.Ship via PUROLATOR using ERL Account # belowIn-Warranty RepairsSBE Canada LtdOut-of-Warranty RepairsSee below for OOW repair optionsOut-of-Box(OOB)Refer to page 6 for NFF retest processPolicyCredit note provided.Out-of-box failure is accepted from the store within 120 days from shipment date from RogersDevice cannot be activated and must have no usageProcessPlease submit a Return Material Authorization (RMA) via RAP at Return Reason Code OOBD must be used and recorded in the reference field of the waybill.The RA # must be clearly marked on the outside of the packaging, Product returned with obvious damage to the box, or IMEI of device does not match IMEI on box will be returned and no credit issued.Ship with PUROLATOR account # 7482084All other ERL process as documented for DOA process below applies.Defective (DOA )(1 - 15 days)Refer to page 6 for NFF retest processPolicyA credit note will be issued.ProcessComplete the steps outlined in the “Defective Device Exchange Policy 1-15 days (DOA)” sectionStore completes the “DOA Triage Checklist” form with the customerStore submits a request for Return Authorization (RA) via RAP at . ERL will provide RA# for approved requests via email within 3 business days.NOTE: Proof of Purchase may be required by ERL before the RMA can be approvedStore records the RA number on the DOA Triage Checklist formStore packages device (complete contents and original packaging), a copy of the Proof of Purchase & the completed Triage Checklist (DOA) formNOTE: DOA shipments without all 3 of these items may be rejected and returned to the store.Store ships the DOA product to the Return Centre; using the waybills generated online from the PUROLATOR Canada Website (). NOTE: Stores may need to open an Online PUROLATOR Account so they can create waybills online.Stores use ERL’s PUROLATOR account # 7482084Store must enter ERL’s Return Reason Code DOAD in the reference field of the waybillRA # must be clearly marked on the outside of the packaging. Only 1 RA per waybill.Store must ship the defective product to Rogers within 5 business days of receipt of the RA #.Note: ERL’s RAs will expire after 30 days of issuance. If the RA has expired, the DOA product on this RA will not be accepted and a credit note will not be issued.In-Warranty(16 - 365 days)Axon (2 year)Phones? CPR?? AE? OEM Support Rocket Stick, Hub & Wireless Home Phone? CPR?? AE? OEM Support ?HUP ? Purchase New DeviceOut-of-WarrantyPhones(365 + days or CID)? CPR ? HPG Replacement? HUP? Purchase New Device? OEM SupportOut-of-WarrantyData Enablers(365 + days or CID)Rocket Stick? CPR ? HPG Replacement? HUP? Purchase New Device? OEM Support Rocket Hub & Wireless Home Phone? CPR ? HPG Replacement?OEM Support? Purchase New Device? HUP Rocket HUB Smart Drive ResetTo have a Smart Drive device reset for resale, please email the attached file to CPL.Operations@rci.HYPERLINK \l "Table_of_Contents"Back to Table of ContentsZTE – TabletsTechnical TroubleshootingDevice Tune-Up (obtain Ticket #) FacilitiesDefective 1-15 days (DOA)Return Centre c/o CTDI1595 North Service Road EastOakville, ON L6H 7T1Email: SCCare@rci.Ship via PUROLATOR using ERL Account # belowIn-Warranty Repairs Repairs(OOB)Refer to page 6 for NFF retest processPolicyCredit note provided.Out-of-box failure is accepted from the store within 120 days from shipment date from RogersDevice cannot be activated and must have no usageProcessPlease submit a Return Material Authorization (RMA) via RAP at Return Reason Code OOBD must be used and recorded in the reference field of the waybill.The RA # must be clearly marked on the outside of the packaging, Product returned with obvious damage to the box, or IMEI of device does not match IMEI on box will be returned and no credit issued.Ship with PUROLATOR account # 7482084All other ERL process as documented for DOA process below applies.Defective (DOA )(1 - 15 days)Refer to page 6 for NFF retest processPolicyA credit note will be issued.ProcessComplete the steps outlined in the “Defective Device Exchange Policy 1-15 days (DOA)” sectionStore completes the “DOA Triage Checklist” form with the customerStore submits a request for Return Authorization (RA) via RAP at . ERL will provide RA# for approved requests via email within 3 business days.NOTE: Proof of Purchase may be required by ERL before the RMA can be approvedStore records the RA number on the DOA Triage Checklist formStore packages device (complete contents and original packaging), a copy of the Proof of Purchase & the completed Triage Checklist (DOA) formNOTE: DOA shipments without all 3 of these items may be rejected and returned to the store.Store ships the DOA product to the Return Centre; using the waybills generated online from the PUROLATOR Canada Website (). NOTE: Stores may need to open an Online PUROLATOR Account so they can create waybills online.Stores use ERL’s PUROLATOR account # 7482084Store must enter ERL’s Return Reason Code DOAD in the reference field of the waybillRA # must be clearly marked on the outside of the packaging. Only 1 RA per waybill.Store must ship the defective product to Rogers within 5 business days of receipt of the RA #.Note: ERL’s RAs will expire after 30 days of issuance. If the RA has expired, the DOA product on this RA will not be accepted and a credit note will not be issued.In-Warranty(16 - 365 days)? CPR?? AE? OEM Support (via ATNE on-line) Out-of-Warranty(365 + days or CID)? CPR ? HPG Replacement? HUP? Purchase New Device? OEM Support (via ATNE on-line)Back to Table of ContentsUpdated Feb 1, 2016SIM Card Replacement(see below for Doro PhoneEasy & Nokia CS-18 Prepaid Rocket Stick )Technical TroubleshootingRogers/Fido/Chatr Tech SupportFacilitiesBuyer’s Remorse & DefectiveIn-Warranty & Out-of-Warranty RepairsRogers Fulfillment Operations1595 North Service Road E 8Oakville, ON L6H 7T1N/ADefective (DOA )(1 - 15 days)PolicyOnly Buyer’s Remorse and/or Defective SIM cards will be replaced.SIM Replacement Process(Buyer’s Remorse or Defective)Dealer Head Office accumulates between 75-100 Defective or Burned SIM CardsComplete the SIM Card Replacement Request FormSubmit the SIM Card Replacement Request Forms for Return Authorization to sim.rrequests@rci.Once approved, Dealer Head Office location will send qualifying defective/burned SIMs via PUROLATOR (Account #7482084)\s HYPERLINK \l "Table_of_Contents" Back to Table of ContentsHow to Create a Shipping Label for Dealer Wireless ReturnsGo to Purolator website your user ID and password by clicking on ‘Register now’Once registered, go to ‘Manage Accounts’ and add below information:Enter Purolator account provided to you and rest will be your personal informationA link will be sent to your email address for activationClick ‘Ship & Track’ and than “Create a shipment’Enter the shipping information, and click ‘Next’‘Ship From’ address‘Ship To’ address ‘Bill To’ information Pickup InfoEnter the following information and click ‘Ship Now’Package Type choose ’Customer Packaging’ from drop downService choose ‘Purolator Ground’ from drop down‘Number of pieces’ and ‘Total Weight’Declared Value leave blankSignature on Delivery choose ‘Required’ from drop downClick ‘View and Print’Download and save/print the waybill as PDFSummary of Recent ChangesManufacturer (OEM)DateChanges / UpdatesVariousJanuary 13, 2021Updated to include more detailed shipping instructions VariousSept 10, 2020Updated to reflect Return Warehouse transition from SBE to CTDIAppleJune 30, 2020Servicing model will now be referral to Apple instead of repairNFF retest procedures added for returns sent to 2300 Hogan DriveFido Faves, LG PageJan 10, 2018Added Q6Return PolicyDec 1, 201730 mins removed; 2 year warranty on Google Pixel 2 and Alcatel (BB) KEYoneZTEAug 10, 2017Smart Drive resetDOA GuidelinesJuly 17, 2017Exception added for customers without original packagingLG X Power 2July 1, 2017Added to Fido Faves and LG pageVariousJune 1, 2017Updates to include Rogers Recommends and P10 launchesAlcatel (TCT)June 30, 2020New pages for new OEM (Alcatel)VariousOct 5, 2016Addition of a Google device page; Staff Pick/Fido Faves updateVariousJuly 1, 2016Multiple updatesSIM Replacement FormMay 25, 2016Updated section 2 formVariousMay 1, 2016Multiple updatesrma.April 1 HuaweiMar 1, 2016Updated Huawei DOA processVariousFeb 1, 2016Updated ZTE warranty details and SIM replacement processVariousDec 1, 2015Updated all DOA’s to “credit note provided”Chatr, Huawei, SamsungOct 26, 2015Chatr integratedHuawei Stick DOA and Samsung Note 5 S Pen updatesStaff Picks & Samsung DOAOct 1, 2015Staff Picks section addedVariousAug 18, 2015Multiple updates to various OEM’s and addition of HuaweiIntegration of both Rogers and Fido into same documentBack to Table of Contents ................
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