Welcome to the Rogers Community Forums and I apologize for the tardy response.
Although we do have an exclusion in our Terms & Conditions which states you are not covered due to military action or war, however, we do cover all military personnel and their devices.
In this particular scenario, your device should definitely be covered. I'm terribly sorry for the misinformation, this was definitely an error on our part.
If you haven't already had this addressed, please reach out to us via our PM, @CommunityHelps, so we can get this resolved for you. In case you're not familiar with how our Private Messenger works, please review THIS blog.
I got my new samsung s8plus. Got device protection. I was reassured that my phone would have insurance immediately. I even have an email stating this. The Roger's rep even told me that I am covered. So 3 days in I dropped my new phone. I didn't have screen protector, because they dont make any cases with screen protection for new androids anymore! I have an otterbox defender case. The phone screen cracked. I went into Roger's where I got my phone and they put in the claim. Told me it's all good. Itll take 10 days to go through. On day 5 they emailed me (brightstar). And told me my claim was denied.. I'm obviously angry because now I have this cracked phone that has insurance I CAN'T EVEN USE!!!???? Itll cost me $399 to replace my screen now. And I can't even get a case with a screen protector.
I'm NOT IMPRESSED !!!!!!
Welcome to our Community!
After waiting that long for a response, only to get a no, I'd be none too impressed as well.
I'd like to take a look into your claim and ensure that we do our due diligence here. I don't want you to feel like signing up to the Device Protection Plan was a waste. If Brightstar has made a mistake in processing your claim, we will catch it!
Do not purchase a Protection Plan through Rogers; I got scammed for 400 bucks!
Three years ago I purchased a S6 through a Rogers store and renewed my plan. The guy at the counter was very nice and convinced me to pay for a monthly protection plan, he told me that it would cover my phone is it would get damaged. I had pretty bad luck with phones in the past so I thought it was worth it for me.
Three years later paying 11$ per month I dropped my phone and messed up the screen. I think the phone is in order but the front screen is black and there is a crack in the back glass. Brought it in to the Rogers store and they told me to contact Brightstar directly, which I did and they approved my request to fix my phone.
NOW here is were the scam starts. I brought it to the recommended store and they told me that Brightstar only covers the front screen but anything other than that is deductible (the back glass will cost me $100 out of my own pocket). Why did I pay this company 400 bucks just to insure my front screen??? Why is Rogers affiliated with this company???
Good morning @rohitlopes!
Welcome to our Community!
I know full coverage is what's expected when we, as consumers, purchase any warranty. I tend to have this expectation too.
Have you tried to dispute this fully with Brightstar? You can contact them at 1-855-877-3887.
If you have escalated with Brightstar and you're still not satisfied with the results, I would be more than happy to take another look. We are here for you!
Please PM us if you need our assistance. If you're not familiar with our PMing process, you can find instructions here.
Welcome to the Community
What you've described is certainly an ordeal. We strive to provide a better experience to our customers. Have you had a chance to come to a resolution with Brightstar as part of the escalation?
Even though all device protection related issues have to go directly through Brightstar, I would be more than happy to take another look at your account and see if we have any options.
Please let us know.