Device Protection Guarantee

[Lendo78]

Let's say that you got a brand new Blackberry Z10 and then 4 days later you're in a car accident that leave you with a crack in the screen. Is this covered under that? Or perhaps your son grabbed your phone and while running dropped it and cracked the scren. Is this covered? Has anyone ever used this program? What do you have to do?

***Edited labels***

[Meowmix · Accepted solution]

Hello Lendo78

Here is more info:

About Rogers Device Protection Services
A service replacement fee of $25, $80, $120, or $200, based on your device will be charged when you make a service request to replace your device. A full list of Service Replacement Fees by model is available at www.phoneclaim.com/rogers. For full details, see the Device Protection Plan Terms & Conditions.
Devices are only eligible for enrollment within 15 days of new activation or upgrade.
All postpaid wireless phones (including iPhone) and standard accessories including a standard battery, a standard charger, SIM card and memory card are covered.
Replacement devices may be new or refurbished models, in Rogers' discretion.
Includes two replacements during a 12 month period.
You may cancel your Device Protection Plan at any time.
For Rogers TechXpert™ for Wireless technical support, or to request a device replacement, please call Rogers at 1 855 877-3887.
This list of services is not exhaustive; please see the Device Protection Plan Terms & Conditions for complete details.


http://www.rogers.com/web/content/handset-protection?cm_mmc=Redirects-_-HandsetProtection_Eng-_-Hand...

[castrel]

What about if u lost yr phone?

[Meowmix]

Hello castrel


It would still apply on what i posted above.

[Single1983]

That url keeps saying not found? How do I make a claim? I have I phone 6 cracked screen u know what the fee is?

[Meowmix]

Hello Single1983

On the link below, follow the steps and you will see what the fee is. You will need to pay via a credit card. Follow the link below.

Your replacement service fee is: $200

Additional taxes may apply.
Replacement service fees differ by device make and model.
Please check this website any time your wireless device changes.

https://www.phoneclaim.com/

[sarahhillyer]

Rogers device protection is a total rip-off. We have been paying $11 a month on my son's phone. When the phone broke and we went to claim under the plan we were told 1) we had to pay an extra $200; 2) It wasn't anything to do with Rogers. When the "new phone" arrived it was a refurbished phone. So we payed over $300 for a refurbished phone. Save yourself the money and avoid Device Protection.- Another Rogers Ripoff

[Meowmix]

Hello @sarahhillyer

Unfortunately they don't give u a new one unless the device is brand new. Refurbished is like new just checked and made sure it's up to date. It works fine and u still have warranty .

[FreedomGunz]

So I pay a monthly fee on top of my phone bill for warranty on my phone. I've been paying this fee for over a year now.

I cracked my phone screen by accident, and figured "well this is why I've been paying warranty for over a year." So I take my phone to the store at the mall and they just give me a card and tell me to visit the site on the card. I figure "Well this is weird, why can't I just get my phone replaced right then and there?" So I go to this site and it asks for a bunch of information and in the end it tells me I need to mail or fax a sheet with a bunch of photo copies of information that I don't even know if I still have, and they will get back to me when they get it. And I still have to pay $120...

What on earth is the point in paying for warranty when it doesn't do anything and I have to jump through a million hoops just to get my phone replaced? I'm seriously considering just cancelling. I am not a happy customer at all.

[RogersAliciaG]

@FreedomGunz 

Welcome to the community! 

Phones are so delicate now a days, I smashed a few screens in my day  

I believe you are talking about Device Protection.

The Device Protection offers 2 replacements during a 12 month period and quick shipment of the replacement device, Covers loss, theft and damage (physical and liquid) even after the manufacturer's warranty expires (Note: Loss and theft coverage is not available in MB, NL, QC and SK) and offers extended technical support (unlike a basic manufacturer's warranty)

You can complete a device replacement request at phoneclaim.com/rogers

We also have an alternative option to call Asurion and set up a replacement, the number is 1-855-877-3887 and dial 1 after the prompt to contact Asurion.

For more information on our Device Protection offer please click here.

Thanks

RogersAliciaG

[Hammy_S]

More information that is incomplete or just plain deceitful. For most new phones, the fee is Manitoba is $250. That's good, as we also don't get the loss or theft coverage. Where do I sign up!!!!

[binhphan]

This is the worst experience ever. The sales rep I talked to told me that replacing your defective phone was easy, and never mentioned any kind of fee. This plan is ONLY good if you lose your phone, do yourself a favour and just pay the up front fee for AppleCare+... you just pay a restocking fee and get a brand new phone from the store.

I just tried to put a claim through to their 3rd party company and it doesn't recognize my phone number... lol now I have to waste more time phoning in... Granted this is the first time I have ever had to think about sending my phone back because of a defect, but our family has used applecare for our ipad which was quick and simple... 

Don't get me wrong... love the overall service I get from Rogers, but this replacement service is disappointing.

[Gdkitty]

I didnt think applecare was a NEW phone? 
Even their under waranty replacements, are Refurb.

Now, they are usually pretty brand new looking and i think they hold their refurb up to a high quality standard.

[binhphan]

They gave me an iPad from the back, in what looked to be a new vacuum sealed package. Regardless the transaction was seamless.

How about adressing my other concern over Asurion's terrible website and false advertisement of replacement program (not that this can even be looked into, unless you have a camera with mic at all the booths, and look up when I purchased my two iPhones).

[binhphan]

and BTW I still didn't have time to phone Asurion...

[Meowmix]

Hello @binhphan

Every retailer including Walmart uses Ausrion and same with Telus. So the fault is from the sales rep. Also the site does show u that u need to pay if u put all your information in and it shows u. You could contact Ausrion and let them know but i have used it twice and never had a issue and knew about the payment i had to do. It's the same thing as with AppleCare + but a bit more.

http://www.phoneclaim.com/rogers/?

"Learn more about how a Service Replacement Fee works"

Clearly visible there... The lack of communication from the sale rep I agree with but u didn't fully pay attention to the site. It's clearly there what the prices are and all. I do agree with what u said about the sale rep but not about the refurbished devices or lack of saying anything on the site.

AppleCare + is the same. The units are vacuumed sealed but they are refurbished models. If it's a newly released model then yes it's a new one.

[binhphan]

Are you just an expert or do you work for Rogers? LOL I don't care if every company uses Asurion... it's a terrible website

Sorry but I am a systems analyst and before I even attempted to suggest something to someone having difficulty with a website, I would probably look up their information in the system and attempt to log a claim and replicate the error in which they are talking about.

Man this whole experience is really eye opening

[Meowmix]

Hello @binhphan

No one here works for Rogers other then the MODS.

Then why not contact Asurion? They could open a claim over the phone like they did with me in 2013 when I broke my S4 screen. Paid $175 and got it fixed.

Again it writes it on their site so it's clearly visible. You said it doesn't mention anywhere about a fee yet it does. If the phone number is a issue like u said, best thing to do is call in and have them change it.

If your having a issue with the website, contact the owner of the website. Rogers has NO control over someone else's website..

[binhphan]

man... Remember that in my original post I said I have been a happy Rogers customer for many years when reading over the below... My only gripe is this stupid 3rd party... And I did not have any ill notions about price as it comes to the same thing in the end with either Asurion (low monthly fee + high replacement cost) vs AppleCare+ (High upfront fee + low replacement cost), both come out the same in the end if you replace. So for you to jump on the Asurion website telling me the cost is kind of weird.

1) I said in my original post, yes I have to phone Asurion... because for some stupid reason my phone number isn't linked to the protection progrom. Yes this 3rd party company may be in charge of your replacement program, but ROGERS is in charge of either the linkage of information to ensure smooth claims, and also the level of service in which they have sold a product to me as a consumer. So sorry if I don't buy into your oh it's their problem so bring it up with Asurion. As you can see I can clearly use the internet to voice opinions and file claims, but I don't like having to step away from my desk and taking what clearly will be a 30 minute phone call.

2) Is this a forum for discussion GOOD or BAD? well I am giving my opinion to someone else that is on the fence about buying into this program, I said don't do it unless you fear you will lose your phone or get it stolen!!!

3) You guys as experts, should be here to help us members, not spew information that I have clearly said I followed and not to try and disregard my concerns as normal business practice within the industry. I am just trying to give other members of this forum accurate information if they choose to get their next iPhone, that I for one would rather deal with Apple than Asurion. I was duped into thinking my choice was between Rogers and Apple.

[Aben1]

My Apple 6S Plus suffered some water damage.  Good luck trying to get Asurion or Rogers to honour the $11/month coverage on the phone.  Spent hours on the phone being shuffled from one unhelpful person to the next.  Went down to the Rogers Store at the request of the Asurion person to have them verify that the phone I was using was actually damaged.  That didn't help.  Spent most of the day chasing this and still no satisfaction at all.  TOTALLY USELESS.  Rogers won't help you at all.  I have been a customer since 1996 and currently have 4 phones with them for my family and have spent tens of thousands of dollars and they won't do anything except offer an early upgrade, or a refund of the insurance premiums paid over the last 6 months since I bought the phone. NEVER WASTE YOUR MONEY ON THE INSURANCE COVER!!  I deeply regret my stupidity in buying cover on the last four new phones for one year each time.  Just putting money into the pockets of a fraudulent organization that stalls you until you are so frustrated you go away and give up.

[barndoor]

Won't most home insurance companies insure cell phones ?  I would expect far better service in most cases.