Upfront Edge - Returning Device, do you need the box?

[Dan45]

Hello,

My term is coming to an end and I am wondering if you need to have the box + contents in oder to return your device? I found some older posts but wanted to see what current requirements are. Thanks! 

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[RogersYasmine · Accepted solution]

Hello @Dan45 !

Thanks for posting your Upfront Edge question in our community! Although, it would be great if you still have the original box and accessories available to be returned with your Upfront Edge device, it is not mandatory. The main thing of concern is that you return the device in good working condition, as described in the 'Upfront Edge Terms' provided at the time of enrollment. A device in good work working condition must:

- Be fully functional and free from damage.
-  Power on and navigate to the home screen.
- Accept and hold a charge.
- Have the ability to perform a factory reset.
- Be free from physical damage (for example, no broken/cracked front and back glass, punctures, dents, blemishes, dark spots etc.) Note: Customers who enrolled in the Upfront Edge program prior to August 14th, 2022 can return the device with broken and/or cracked back glass.
- Be free from liquid/moisture damage and there cannot be any missing components (for example, missing battery, battery cover, SIM/media tray, buttons, etc.).
- Have all accounts, passwords and any activation locks removed and/or turned off (i.e. Find My iPhone, Google, Find My Mobile, and firmware passwords).

For more info on the Upfront Edge program, check out our FAQs. 

Hopefully, this helps!

RogersYasmine

[Jelliemoon]

(Post has been merged to this thread by moderator)

Hi
Can you return your phone without the box the phone is fine works awesome I have the charging cord that came with it just my box got destroyed and peed on by one of our cats

[RogersYasmine]

Hello @Jelliemoon !

Thank you for visiting us in the Rogers community and congrats on your first post! That is quite the dilemma! 🙀

For the answer to your question, kindly have a peek at the Accepted Solution provided above.  Please remember that you can always complete a 'Search' before posting your question, as other members of the Community may have already asked or answered your question, or discussed the same topic previously. 😊

Cheers!

RogersYasmine

[djrobinn]

do I need to return the power cable with an upfront edge return. is it a big deal if I don't? thank you.

[Dan45]

I returned nothing but the phone to the store, no issues at all.

[jessicadallaire]

Hello,

I tried returning my device that I enrolled before August 14th 2022 with a broken back glass and they are not accepting, even though it is in your policy stated in your text. I am confused on what to do.

thank you

[RogersCorey]

Greetings @jessicadallaire!

If the back glass is broken, the device does not qualify as being in good working condition and cannot be returned under the Upfront Edge program. 

You must return phone in good working condition (must power up to the home screen, accept a charge, and have the ability to perform a factory reset; LCD/touchscreen must be functioning and cannot have any dark spots and/or blemishes and there cannot be any physical damage to a device such as cracks in the body of the device or broken and/or cracked LCD/touchscreen and/or back glass).

Upfront Edge program support and FAQs - Rogers

The remaining Upfront Edge amount will be charged out to your next bill following the end of your 24-month term.

Regards,

RogersCorey

[Harrison1984_]

Conflicting information on here. Clarification is needed regarding the back glass. What is the policy for phones enrolled prior to August 14, 2022?

[RogersYasmine]

Hello @Harrison1984_ ,

(post edited)

It looks like that particular policy is still in effect, despite the changes made to our FAQs. Sorry for any misunderstanding on my part. 

Kind regards,
RogersYasmine

[Harrison1984_]

Unfortunately that link doesn't provide the information required. Is the statement you made "Note: Customers who enrolled in the Upfront Edge program prior to August 14th, 2022 can return the device with broken and/or cracked back glass" valid?

[Kloop]

Hey Harrison,

I did a bit of research as to why RogersYasmine mentioned why Upfront Edge Customers can return their phones with a cracked or broken back. Here is what I found.

I am a customer of Upfront Edge prior to August 2022 and The Finance Agreement's statement on what constitutes 'Good Working Condition' is likely why you can return your phone with a cracked or broken back glass. There is zero mention of anything about the back of the phone having cracked glass in that clause:

What does “good working condition” mean?
“Good working condition” means that your device must power up to the home screen, accept a
charge, and have the ability to perform a factory reset. The LCD/touchscreen must be functioning
and cannot have any dark spots, blemishes or broken and/or cracked glass. All accounts and
passwords must be removed and/or turned off. We will not accept a device that does not meet
these requirements or has been reported lost or stolen. If your device is not accepted, we will
charge the Upfront Edge Amount on your next bill.
-

We have another Upfront Edge Agreement for a different phone after August 2022 and what qualifies as 'Good Working Condition' in that agreement is much more robust and includes language about the the back of the phone being cracked or broken:

How do we determine if a device is in good working condition and eligible to be returned under the Upfront Edge program?
To return your device under the Upfront Edge program, the device must be in good working condition, fully functional and free from damage. A device in good working condition must power on and navigate to the home screen, accept and hold a charge, and have the ability to perform a factory reset. The device must be free from physical damage (for example, no cracks (including to the front and back glass), dents, bending, punctures to any part of the device, including on the body, screen, keyboard and/or camera lens, no broken hinges, no dead/dark/pixelated spots, blemishes or distortions to the screen and screen/keyboard must be responsive, etc.). The device must be free from liquid/moisture damage and there cannot be any missing components (for example, missing battery, battery cover, SIM/media tray, buttons, etc.). All accounts, passwords and any activation locks must be removed and/or turned off. We will not accept a device that is reported as lost or stolen. If your device is not accepted, we will charge the Upfront Edge Amount on your next bill.
-

I am returning my own phone with a cracked back glass this week and fully except Rogers to adhere to the agreement I have with them in regards to this matter on what qualifies for 'Good Working Condition'.

I will report back here with the results!

[mohmalik]

is this still the case?

[Pauly]

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@mohmalik wrote:

is this still the case?

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You keep the phone case, but return the phone, not sure about the box tho, ask customer service.

[Kloop]

Hello Rogers, 

Looking for clarification from a post from a Support Staff here regarding returning a phone with a Cracked back with an Upfront Edge contract prior to August 2022.


- Be free from physical damage (for example, no broken/cracked front and back glass, punctures, dents, blemishes, dark spots etc.) Note: Customers who enrolled in the Upfront Edge program prior to August 14th, 2022 can return the device with broken and/or cracked back glass.

Can I please get clarification on bolded clause that I can return my phone with a cracked/broken back  if I have a contract prior to August 2022 with no charges back to me?

Thank you!

[RogersZia]

@mohmalik, welcome to the Community!

May you please elaborate a little on what are you inquiring about? A cracked/broken back of the device or the box packaging?

RogersZia