Ready to Get Your Replacement?

Who is Brightstar Device Protection?

A proud subsidiary of Brightstar Corp. since 2011, Brightstar Device Protection, provides phone and device protection programs for millions of subscribers around the globe. We’re backed by two A-rated insurers and have an 80% customer approval rating. Learn more about Brightstar Device Protection.

How much does it cost?

Will I be charged tax on this program?

All program costs, fees, and charges are subject to applicable taxes.

When do I file a Service Request?

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.

What determines if the repair option is available?

Location, device make/model, type of damage, and repair or replacement part availability can influence the 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.

Will existing customers have the option to repair their device?

Yes, if the repair option is available, existing customers will have the same protection with a repair or replacement option for accidental damage with a processing fee of $79.

Can I go to any phone repair location?

No. To ensure quality, all repairs must be completed through one of Brightstar’s authorized partners. When the service request is complete, repair partners and the method of repair in the area will be presented. Once a repair partner is selected, you can visit any of their locations with a valid service request and have the 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 device 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 the device?

If the phone is unrepairable, you could be given the option of a replacement device. If you choose to replace the device, you must retrieve the device from the repair vendor and contact Brightstar. Please note that if the device is unrepairable and you choose to have it replaced, you will be required to pay the Service Request Conversion Fee – the difference between the Repair Processing Fee and Replacement Processing Fee before a replacement can be ordered.

If I receive a replacement or repaired phone as the result of an approved service request, am I protected for the new device?

Yes. Your replacement device also comes with a 90 day warranty. Repaired devices come with a 90 day warranty on all repairs.

What happens if I have an issue with my device after repair?

All repair work is guaranteed for 90 days. Simply call Brightstar at 844-376-7726 or go online to file your repair warranty service request.

What does my program protect?

The Videotron Protection Program provides protection for accidental damage and malfunction (after the manufacturer's warranty expires).

How many service requests am I allowed?

You’re protected for 2 accidental damage service requests in any continuing 12 month period*.
*Service Requests due to Mechanical/Electrical Failures not included in service request limit.

When can I enroll?

Our enrollment process is quick and painless. Simply sign up when you buy your new device and your coverage will start immediately. Please note that your device must be fully operational at the time of program activation in order to enroll.

Will I get the same phone for an approved replacement service request?

Replacements are often new but on occasion may be reconditioned. While reconditioned equipment looks and functions just like new, it may have minor cosmetic flaws and contain non-original manufacturer parts and accessories. If the exact make and model is not available, your replacement will be of like kind and quality. Please note that color is not guaranteed.

Am I required to pay a service request fee before I get my replacement device?

Yes. You are required to pay a service replacement or repair fee for each approved service request. For your exact service replacement or repair fee, go to My Plan and sign in.

How will I be billed?

Your monthly premium will appear on your Videotron bill. If a service request is filed and it's approved, you'll be prompted to provide a method of payment for the service fee at the time of transaction.

How do I cancel?

Contact Videotron directly. They’ll help you change or cancel your coverage.

What should I do with my damaged device?

What can I do online?

Lots! You can check your premium and deductible, review your plan documents, start a claim, and track it from start to finish. Simply go to My Plan and sign in.

How do I change my personal information?

Log on to My Plan and select Update Profile.

Still didn’t find what you were looking for?

Our customer care representatives are here to assist. Call the Brightstar Device Protection Customer Care Center at +1-844-376-7726 Monday through Friday 8am to midnight ET, Saturday – 8am to 10pm ET and Sunday – Noon – 10pm ET.