Rogers offers Handset Protection Guarantee

Handset Protection Guarantee Mobile PhoneOnce, I left my cellphone on a windowsill during a thunderstorm. Rain water destroyed it. I tried everything to bring it back to life: removed the battery; wiped off every button with Q-tip; and even put it in a bowl of rice (someone told me that would help soak up the water). Until I bought myself a new device, I was totally disconnected, anxious, stressed, and felt utterly lost.

Chances are you, or someone you know has a story exactly like this. We feel your pain.

We know that accidents happen and that’s why we created a new Handset Protection Guarantee, which will help cover the cost of repair or replacement in the event that your device is lost, stolen or broken. What’s more, we guarantee that there’s always at least one replacement device option at $0 with new or existing term commitment of at least 12 months.

While you wait for your device to be repaired or your new replacement device to be ordered, we’ll hook you up with a courtesy phone while you wait. This guarantee, a first to be offered at no additional cost in Canada, applies even if your device is out of warranty.

How does the program work?
Starting May 24, customers with an eligible lost, stolen or broken device can either call 1-888-ROGERS1 or visit a Rogers store to participate in the program. In the event of a lost or stolen device, Rogers will offer you a $0 or subsidized replacement device on your first out of warranty occurrence.  In the event of a broken device, you can choose to take advantage of a discount toward a replacement device or Rogers will assess the damage, provide a subsidized quote* and repair the device within 10 business days. Replacement options will include both refurbished and new devices including $0 options.

To keep you connected, Rogers will provide you with a courtesy loaner device until your replacement or repair is complete.

What devices are covered?
Customers need to have an eligible device to participate in the program.  In particular, all new devices in the following categories are eligible including:

  • All smartphones (including BlackBerry and iPhone devices)
  • Voice devices
  • Rocket Sticks

How many times can I use the program?
You’ll receive a discount on a repair or replacement on your first out of warranty issue. You can use the program as many times as you want, but you’ll only receive the subsidy once per term.

We’ll be providing more details on the program soon at

Ever had a lost, stolen or broken device? How did you handle it? We’d love to hear your story in the comments!

Miranda MacDonald is a regular contributor to RedBoard.

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  1. This sounds like a great program. I look forward to hearing the details.

  2. jonomacdono says: May 12th, 2010 a 12:23pm

    I have a lot of dust under the screen on my iPhone 3G[S]. Would this plan cover a replacment?

    • RogersMary says: May 12th, 2010 a 3:28pm

      Hi. In this case, Rogers can assess the damage and offer a subsidy on the repair cost. If you decide you don’t want to repair the device, Rogers will offer a subsidy on a replacement iPhone but not a full replacement device.

      There is at least one no cost option, but it would not be an iPhone.

      Hope that helps.

    • Jonomacdono:

      I had the same problem. I took it into the Apple Store in Toronto, and they lifted the glass, blew out the dust, and replaced the glass with a brand new piece. All on the spot, in about 30 minutes. For free.

      Currently, all 3GS phones are less than a year old, so your phone is still under Apple’s warranty. If you are anywhere near Toronto or one of the other few Apple stores in Canada, make a genius bar appointment before your phone turns a year old, and they should be able to take care of you. I was very satisfied with the service I received.

      • Don’t forget that you can now purchase AppleCare fpr iPhones in Canada…it adds an extra year to the warranty although it won’t cover things like leaving your phone on a windowsill and getting it wet, to use the Rogers example.

    • jonomacdono, have you tried booking an appointment with a Genius at an Apple store? From what I’ve read, the odds are good that Apple would treat this as a warranty replacement and you’d walk out of the store with a new unit.

  3. Does this cover corporate or business plans?

    • RogersMary says: May 12th, 2010 a 3:25pm

      Hi Caspan. This does cover corporate and business plans, provided all the other requirements are met.

      Take care!

  4. Bestbuy and Future shop are gonna be very very upset.

    Lost sales from extended warranty/ product service plan

  5. I have an iphone 3g with crack on the top of the unit, and it sometimes messes up the signal. Taking advantage of your program to buy another device of a discounted price, would I be able to buy a 3gs. If so how much would that be? Would it make any differences to my contract?

    • RogersMary says: May 12th, 2010 a 4:32pm

      Hi Brian. Yes, you would be eligible to get another 3GS device at a discounted price but we can’t disclose the actual subsidy amount.

      I’d recommend you call Customer Care or go into a store to discuss if subsidized repair or replacement is the best option for you.

  6. This new protection plan sounds pretty good! The first phone I had took a trip in the washing machine in my pants pocket. Needless to say, the phone would not work and would refuse to turn on, even after putting it in rice forever. Even though it was a free Nokia phone, at&t refused to replace it, so my contract had to be extended for another two years plus and I had to pay full price for the same “free” phone (around $100 US)! Now, several years later, I own a Blackberry, which is rock-solid reliable. I’ve dropped it several times and its never got a crack! I’ve used it in heavy rain and it never refused to turn on! Thanks Rogers for giving me a reliable phone and protection to go with it!

  7. Does the Handset Protection Guarantee include devices purchased through Fido?

  8. Follow up question: Would the subsidy be off a regular 3gs which is 199 or of the no contract 3gs which is 699. Obviously if it is off the second it wouldn’t be the best option. Also would my contract be affected or extended if i got a new phone such as the 3gs when i have a 3g. Would I have to return the 3g or can I do w.e i please with it like take it apart?

    • RogersMiranda says: May 13th, 2010 a 4:37pm

      Hi Brian,

      The subsidized price is off a price that is closer to the off-contract price but not always exactly the same. Best to discuss options with Customer Care or in-store.

      The broken device does not need to be returned so you could, if you wanted, take it apart. However, if you accept a subsidy on a new device, your old, broken device will be blocked from future use on the Rogers network.

      • “your old, broken device will be blocked from future use on the Rogers network”

        I assume this is to prevent fraud? This will, however, prevent the reuse of a mainboard on any phone I presume (as the IMEI is what would be used to block the phone and the IMEI, I believe, is tied to the mainboard). That’s unfortunate for those who may wish to sell or scrap their old phone’s for parts.

  9. Excellent idea. As a blackberry business user, this will be an excellent competitive advantage for Rogers – and great for customer satisfaction.


  10. I am glad to hear this, I hope that it is as good as it sounds, And there are no loop holes like it being for new customers only. I have only been with Rogers 3 months and I have had a new LG Eve and just bought a new Sony Xperia X10, this will be an amazing service if anything happens to my phone, I am always worrying about dropping or damaging my phone especially at the price of it, So this will make the worrying a lot less. Thanks Rogers, Now all we need is to start getting in more handsets like the Motorola Droid, Nexus 1 and the Apple iPad LOL

  11. I just called 1-888-ROGERS1 and was informed by client care that I would not be able to participate in this plan as iPhones and BlackBerrys were excluded in this program. Reading the comments here, it sounds as if they are covered. Can you please confirm? Do we know the ranges of the repair subsidies that we can take advantage of (e.g. the minimums and maximum amounts that we can put towards our iPhone repair)?

    Thanks! Sounds like a great program and hope I can add it to my plan.

    • RogersMiranda says: May 13th, 2010 a 4:10pm

      Hi David,

      Yes, iPhones and BlackBerrys are included in the program.

      I’m going to reach out to you via email to get some more information.

  12. I’m wondering why Fido users don’t have access to this excellent service. I was originally with Rogers for 5 years, but switched to Fido almost 2 years ago so I could get the 3G iPhone (Rogers didn’t allow upgrades to iPhone at the time).

    I realize that Fido is treated as Rogers discount brand, however I’m still paying a SAF each month, on a 3 year term, plus I have data, so my monthly bills always exceed $50, so I don’t consider myself a “discount” customer.

    And to make matters worse, the GPS has stopped working on my iPhone after I slipped and dropped my phone. I’d gladly pay a reasonable fee to get it working again. But currently my only option is to give Apple $200 for an out-of-warranty replacement.

    I know this is all a bit “woe is me”, but I’m a loyal Rogers customer at the end of the day, and I’m treated differently because I’m with Fido.

  13. I hope they cover a majority of the phones, As most of them are iPhone, Blackberry and smartphones, I myself have 2 phones LG Eve / Xperia X10 . And again its nice to know they are protected.

  14. PhoenixStorm713 says: May 14th, 2010 a 10:22am

    The old phone gets blocked from the Rogers network if you take part in this program? Sounds ok for phones that are stolen. But what about a lost or stolen phone that later is recovered? It becomes useless then? So a person could have their iPhone stolen, get a lesser quality phone to replace it (Quick Messaging Device for example) and say months later their stolen iPhone OS found, but the iPhone won’t work anymore as Rogers has blocked it from the Network? If that’s true, it makes the whole deal not very attractive.

    • If Rogers can block a phone, I’m sure that they can unblock it too, when found. The block is probably based on the phones unique IMEI and therefore the phone is never permanently blocked.

    • RogersMiranda says: May 17th, 2010 a 1:01pm


      We’re currently working on a process to unblock a phone should a customer recover it down the road.

      • So does Rogers block the SIM card or the IMEI of the phone that has been lost/stolen

        The reason I ask is that, if my phone is stolen, I want to know if someone can use it just by replacing the SIM card

        • RogersMiranda says: June 10th, 2010 a 9:18am

          Hi Chris,

          When a customer reports a phone lost or stolen, Rogers blocks the SIM.

          In the case of an out of warranty replacement Rogers may also opt to block the IMEI.

  15. Carlos Maldonado says: May 14th, 2010 a 4:02pm

    I got an iphone 3G with a cracked Digitizer (screen) will this be covered under this program? tried the apple store and did not honored any warranty. the handset was purchased this past september.

    • RogersMiranda says: May 14th, 2010 a 4:48pm

      Yes. Your phone would be covered. You could opt to have the damage repaired or receive a subsidy on a new device.

      • Carlos Maldonado says: May 16th, 2010 a 2:24pm

        and what would be the price of the repair??

        • RogersMiranda says: May 17th, 2010 a 1:03pm

          We can’t communicate the actual subsidy amounts. It’s best to bring your iPhone to a store and have them assess the damage and provide you with a quote and the subsidy amount.

          Note that a repair estimate costs $30. However, this amount is waived if you decide to proceed with the repairs or replace your device.

  16. My wife and I have had Rogers PayGo with an automatice payment from our credit card.

    Its all we need; we’re retired.

    Yesterday my Rogers Bluetooth cell phone got dislodged from the belt clip while I was playing golf. (I’ll leave it in the car after this.) Luckily someone found it and returned it.

    Are my wife and I covered with our PayGo phones?

    • RogersMiranda says: May 17th, 2010 a 1:56pm

      Hi Jim,

      Glad someone returned your phone!

      Unfortunatley, PayGo phones are not covered under the program.

  17. Great! My iPhone was stolen and luckily could upgrade another line to get a handset. Rogers was great throughout, but this is even better!

  18. I’m a little confused. Today I just had my iPhone 3G stolen. I called Rogers support and they informed me that if I wanted a replacement, I would have to get a Blackberry as iPhones are not offered in the protection guarantee. I sake if I was eligible for an upgrade and was told that my two year upgrade was in September. Therefore, I couldn’t even go that route. I thought this was an added bonus service for loyal Rogers customers, but it looks like only the select few because now I not only was a victim of theft of my iPhone, I can’t even get sympathy from Rogers to help me replace it. I don’t want anything for free, I’d just like the option of being able to replace it…I’ll pay, just let me!

    • RogersMiranda says: May 18th, 2010 a 9:13am

      Hi Joe,

      The program does not officially launch until May 24.

      If your iPhone was stolen and this is your first out of warranty issue, the program will allow you to get a subsidy on a replacement device, however, not until after May 24.

  19. Hi, for the replacement, would this extend my rogers contract? If my phone was liquid damaged, how could the repair depot fix it? would i have to pay the $30 estimate cost if they could not fix it? what if i had a iphone with a data package, and i opted to take a zero dollar replacement. would i still be bound to contract on the data even though i do not have a data device anymore?

    • RogersMiranda says: May 18th, 2010 a 9:20am

      Hi Neil,

      No, your contract is not reset if you accept a subsidy on a repair or replacement. However, if your contract has less than 12 months remaining, then it will be reset to 12 months, not the full three year term.

      A technician will assess your phone’s damage and provide an estimate. That estimate is waived if you decide to proceed with the repairs. If the phone cannot be repaired, you will have the option to replace it and receive a subsidy on the replacement device. If you replace your device, the $30 repair estimate cost is also waived.

      It would be best to talk to a Rogers rep about changes to your plan. They have access to your account info and could help adjust your plan accordingly depending on what replacement device you choose.

      Hope this helps :)

  20. Hi.

    I just had my iphone stolen. Just wondering if this plan would help me now?