Frequently Asked Questions
Questions About Your Program
Who is Brightstar Device Protection?
A proud subsidiary of Brightstar Corp. since 2011, Brightstar Device Protection provides phone and device protection programs to millions of subscribers around the globe. Learn more about Brightstar Device Protection.
How much does it cost?
A low Monthly Service Fee of $11 will appear on your Rogers bill. Please note that a Processing Fee is also required when your Service Request is approved. Repair Processing Fees range from $12.50 to $100, and Replacement Processing Fees range from $25 to $200. To see your specific Processing Fee, go to My Plan.
Are there other fees I should know about?
Additional fees you may be subject to are: Non-Return Fee, Locked Device Fee, and Service Request Conversion Fee.
The Service Request Conversion Fee is the difference between the repair fee and the replacement fee, in instances where the device cannot be repaired, if you elect to have your device replaced.
If your original equipment is not received within thirty (30) days, you will be charged a Non-Return Equipment Fee of up to $400.00.
If your protected device is returned with the locking feature enabled, you will be charged a Locked Device Fee of up to $400.00.
Tier
MSRP (excluding tax)
Non-Returned Equipment Fee
Locked
Device Fee
Service Request Conversion Fee
1
$0.00 - $199.99
$50.00
$50.00
$12.50
2
$200.00 - $349.99
$150.00
$150.00
$40.00
3
$350.00 - $499.99
$250.00
$250.00
$60.00
4
$500.00 and above
$400.00
$400.00
$100.00
All fees above are subject to applicable taxes.
What does my Premium Device Protection protect?
Rogers Premium Device Protection provides protection for lost, stolen, accidental damage, including accidental liquid damage, and extended warranty (after the expiration of the manufacturer’s warranty). Please note that lost and stolen protection is not offered in Québec.
Plus, your first screen break repair has a $0 Processing Fee if no other damage is present.
When do I file a Service Request?
If your device is lost, stolen, or accidentally damaged, file a Service Request. Please note that lost and stolen protection is not offered in Québec.
You may also file a Service Request if your device experiences an electrical or mechanical malfunction after the expiration of the manufacturer’s warranty period.
A Service Request must be filed within 60 days of the incident.
A manufacturer's warranty (in-warranty) is provided by your device manufacturer and is generally valid for 12 months from the date of purchase. Electrical or mechanical malfunctions in these first 12 months that are no cause of your own are generally covered by your manufacturer’s warranty. Details can be found in your original packaging.
How do I file a Service Request?
Our Service Request process is fast, easy, and secure. Simply gather your personal information, incident details, and visit our Service Request page or call 1-855-877-3887.
How long do I have to complete a service request?
A Service Request must be filed within 60 days of the incident or failure.
Once you file a Service Request, you have 60 days to complete the process. This includes paying any applicable Processing Fee and providing any information or documentation requested.
What do I do if I have issues uploading my documentation to My Plan?
If you are experiencing issues uploading your service request statutory declaration or other requested documents, you can email documents@brightstarprotect.com or you can send by mail to Brightstar Device Protection, LLC Attn: Asset Protection, P.O. Box 03, Alpharetta, GA 30009-9998. Requested documentation sent by mail or email may be delayed.
If my device is replaced or repaired, am I protected for the new device?
Your replaced or repaired device is still protected as long as you are enrolled in the Premium Device Protection plan. In addition, replacements and repaired equipment come with a 12-month warranty. In the event that the repaired device or your replacement device fails to function due to any defects in parts or workmanship during this 12 month warranty period, we will repair or replace it at no cost to you. Such service will not be charged against your annual service limit under the Device Protection Plan Contract.
If you experience any problems with your replaced or repaired device, call Brightstar Customer Care at 1-855-877-3887.
How many Service Requests am I allowed?
You’re protected for 2 Service Requests in any rolling 12 month period, based on the date of your first fulfilled Service Request, after which the Device Protection Plan will be cancelled by Rogers.. Service Requests have a value limit of $1600 per request, inclusive of $500 for Protected Accessories. The following accessories are protected: one standard battery (attached to protected device at time of loss if lost or stolen) and one standard charger. One SD memory card and one SIM card, each as standard for the protected device, are also protected. If the protected device is an iPhone, the following iPhone accessories are protected as part of an iPhone loss: one standard wall/USB charger, one standard ear bud, and one standard sync cable.
Will I get the same device for an approved Service Request when I choose to replace my device?
Your device will be replaced with a wireless device of like kind and quality with comparable features and functionality to the Protected Device and may be new or reconditioned. Your replacement device will have a 12 month replacement warranty.
What is included in the first screen repair?
Each customer is entitled to one screen repair at no extra cost, if there is no other damage present. Screen repair is limited to cracks and breaks in the glass of the device screen. This screen repair counts towards your limit of two fulfilled Service Requests in any rolling 12 month period, beginning on the date of your first Service Request.
What is protected in my province?
All failures are protected in Ontario, New Brunswick, Nova Scotia, British Columbia, Prince Edward Island, Alberta, Newfoundland and Labrador.
Québec offers protection for Damage and Extended Warranty. Lost and stolen is not protected in Québec.
In Manitoba and Saskatchewan, Premium Device Protection is a combined insurance and service contract offering. The insurance is underwritten by AIG Insurance Company of Canada and provides Lost, Stolen, and Damage protection, while the service contract provides extended warranty protection.
When can I enroll?
Our enrollment process is quick and painless. Simply sign up when you buy your new device and your protection will start immediately.
Need a little time to think it over? Enrollment is available for 45 days after you purchase your device, so be sure to act quickly! Protection will begin immediately. Please note that your device must be fully operational and undamaged at the time of program enrollment in order to enroll.
Am I required to pay a Processing Fee before I get my device repaired or replaced?
Yes. You are required to pay a Processing Fee for each approved Service Request. For your exact Processing Fee, go to My Plan and log in. Remember, prepaid credit cards cannot be used to pay your Processing Fee.
Can I pay my Processing Fee with a prepaid credit card?
No. Prepaid cards cannot be used to pay your Processing Fee.
How will I be billed?
Monthly: Your Monthly Service Fee will be added to your monthly Rogers bill.
How do I cancel?
You may cancel your enrollment at any time by contacting Rogers or calling Brightstar Care at 1-855-877-3887. In Manitoba and Saskatchewan, please see your policy in the Resources section for more information on cancellation.
What should I do with my damaged device?
If your device was accidentally damaged or experienced an out-of-warranty failure, your Service Request was approved, and you chose to replace your device, you’ll need to ship us your broken device. Shipping instructions and packing materials for returning the damaged equipment will be included with the replacement device we send you. Be sure to act quickly! Failure to do so within 30 days may result in a non-return equipment fee of up to $400.
What can I do online?
Lots! You can check your Monthly Service Fee and Processing Fees, review your plan documents, start a Service Request, and track it from start to finish. Simply go to My Plan and sign in.
Still didn’t find what you were looking for?
Our customer care representatives are here to assist. Call Brightstar Device Protection Monday through Friday – 8am to 12am ET, Saturday and Sunday – 8am to 10pm ET.
Questions About Device Repair
What determines which fulfillment options are offered?
Your location, device model, type of damage, and repair or replacement part availability can influence your choices of replacement vs. repair. For example, brand new models may not be available for repair right away, and certain types of damage such as liquid damage are not eligible for repair.
Can I go to any phone repair location?
To ensure quality, all repairs must be completed through one of Brightstar’s authorized partners. When you complete your Service Request you will be presented with repair partners in your area. Once you select a repair partner you can visit any of their locations with a valid Service Request and have your repair completed.
What if there’s not a repair location near me, but I don’t want to replace my device?
Don’t worry, we have repair partners who accept devices via mail. We will send you a prepaid label, all you need to do is package your device and drop it in a Canada Post mail box. It will be repaired and returned to you within 3-5 business days.
What happens if the repair provider cannot fix my device?
If your phone is unrepairable we will send you a replacement. Please note that if the device is unrepairable and you choose to have it replaced, you will be required to pay the difference between the Repair Processing Fee and Replacement Processing Fee before we can order a replacement for you.
What happens if I have an issue with my device after repair?
All repair work is guaranteed for 12 months by our partners. Simply return to the store, or go online to file your repair warranty Service Request.