CanTalk Wireless Product Return & Exchange Policy ...:

Warranty on most items sold is 1 Year.

Batteries or any product missing original packaging / parts or not in new condition cannot be returned.

Accessory refunds allowed within 14 days of purchase. Accessory refund requests after 14 days will incur a 20% restocking fee. No accessory refunds allowed after 30 days.

Handsets may be swapped for like product as per the TELUS DOA policy up to 30 days from activation.The iPhone DOA period is 14 days. Handset exchanges for different models may occur up to 14 days from purchase with TELUS approval. iPhones cannot be returned once activated. Handsets with more than 30 minutes airtime cannot be returned unless they are being exchanged under the TELUS DOA policy.

PrePaid Airtime is non-refundable and PrePaid Handsets activated on a Pay N Talk account cannot be returned once activated.

Please note that handset incompatibility with third party applications or hardware not supplied by TELUS does not qualify for warranty or exchange coverage.



Apple Product Warranty &
Repair Information ...

CanTalk Wireless can now provide standard in-store support for iPhone as of May 25th, 2011. This includes in-store troubleshooting, supplying loaner handsets, processing warranty / non-warranty claims and exchanging faulty handsets under the TELUS DOA program.

Please note that the DOA period for faulty new iPhones is 14 days and an iPhone cannot be returned or exchanged for refund once activated as Apple does not allow dealers to resell previously activated devices.

iPhones deemed to have sustained any type of physical or liquid damage cannot be serviced by CanTalk Wireless. In such cases the client will be referred to deal directly with Apple.

Faulty iPhone handsets covered under the standard 1 year Apple Warranty will be replaced with a like model supplied by Apple. CanTalk Wireless will process the replacement requests in-store or clients have the option of dealing directly with an Apple store. Replacements will arrive within 24 to 48 hours. Please note that clients are responsible for backing up their current device using iTunes before submitting the handset for return to Apple. CanTalk Wireless is not responsible for backing up device data or for ensuring any current content is protected and re-loaded onto the replacement handset.

In the case of non-warranty repairs CanTalk Wireless will again be happy to process the claim and manage the shipping of the faulty device. In non-warranty cases the client may choose to purchase a replacement handset for $229. This fee is payable direct to CanTalk Wireless in advance of any replacment handset requests.

Please note that replacement iPhone handsets are not made available to clients who have lost or damaged their device. This rule applies wether the client's device is under warranty or not.

iPhone loaner handsets are in short supply but every effort will be made to supply a loaner when required. Non-iPhone handsets may be used as loaner handsets if iPhone loaners are not available. All loaner smartphones require a deposit of $150, with the full amount being refunded as soon as the loaner is returned in good condition with all borrowed accessories.

Clients wishing to deal directly with Apple may call : 1(800) 263-3394 for any service or support requests.

Extend your Apple Repair Coverage with AppleCare.




Access the TELUS Online Support Tool ...

TELUS provides an easy to use, comprehensive online support tool that is designed to help answer many of the most common support questions that clients may have including :
- Handset trouble shooting & "How To" videos.
- Handset manuals.
- Support info on TELUS services.
- Information on billing.
- Quick access to online billing.
- How to info on upgrading your handset or adding features to your account.

Visit the TELUS Online Support Tool Now ...




What can CanTalk do for you? ...

CanTalk Wireless is a TELUS designated Product Care Centre. This means that our stores have been selected to provide basic support for TELUS customers regardless of where the customer may have purchased their original products. We were selected to be part of the PCC program based on our more than 22 years experience as a top ranked TELUS reseller and partner.

As a product Care Centre we are capable of providing the following support services:

- *Loaner Handsets for when your phone needs to be sent out for service.
- In-store trouble shooting to help you diagnose any difficulties you may be experiencing.
- Software upgrades for select handsets.
- Phone book backing up and transfering.
- Shipping of TELUS wireless devices to TELUS authorized service centres.

Please note that CanTalk cannot exchange faulty handsets purchased from other retailers, wireless dealerships or direct from TELUS. We will. however, be happy to process any warranty related shipping or service requests.

Accessory exchange requests for product not purchased from a CanTalk Wireless location must be accompanied by the original proof of purchase.

*Non-CanTalk customers will be charged a $25 loaner rental fee in the event that they require the use of a service loaner handset. In addition clients requesting loaner handsets will be required to pay a refundable deposit of $75 for standard handset loaners or $150 for Smartphone / Internet Key loaners. Refunds are returned in full once your loaner handset is accepted back at the dealership. Deposits made in cash can only be refunded by a cheque processed by CanTalk head office and we ask that clients allow us up to 7 days to process the cheques. All other deposits are refunded immediately.

Finally certain support services such as phone book transfers or Blackberry Data Backups are billable services that are not provided for free under warranty. The charge for a contact list transfer is $20 while Blackberry data backups / profile transfers cost $25.



Repair Related FAQ ...

How long is my handset's warranty?
The majority of wireless handsets come with a 1 year warranty covered by the handset's manufacturer. TELUS does not provide additional warranty for handsets beyond the standard 1 year.

Clients can extend their repair coverage or purchase handset replacement insurance. Click here for CanTalk's extended service options.


What does warranty cover?
Warranty covers component failures. It does not cover malfunction due to exposure to liquid or from physical damage ( accidental or otherwise ). Warranty also will not cover aesthetic issues or a decline is performance due from natural wear and tear over the life of the handset.


Who does the repairs on my handset?
Your handset will either be sent to a TELUS authorized repair centre or it will go to your manufacturer's service facility. The majority of dealership, including CanTalk Wireless, do not repair handsets in-house.


How long do repairs take?
A standard warranty repair can take as long as two weeks while non-warranty repairs can take a few days longer due to the fact that non-warranty repairs must have repair quotes assessed and accepted by the client before any repairs take place.


What happens to any content on my handset when it goes away for service?
CanTalk cannot guarantee the security of handset data such as contacts, music, photos, videos, downloads, third party applications or ringtones when a handset is sent in to a repair centre. If your handset repair requires the re-installation of software it can result in the loss of handset data. Clients are responsible for backing up their handset data before releasing to CanTalk for repairs.


Will TELUS replace my phone under warranty if it is damaged beyond repair or lost?
No. TELUS does not provide replacements in the event that a client damages their handset beyond repair or in the event that the handset is lost or stolen. Clients who lose access to their handset for whatever reason will be responsible for replacing their phone and they will still be liable for the remainder of their current TELUS service agreement.

Clients can extend their repair coverage or purchase handset replacement insurance. Click here for CanTalk's extended service options.


When my phone has an issue is it safe to assume that the handset is usually faulty?
No. There are many performance issues experienced by clients that are not neccessarily due to a fault with their handset. For example, a handset with poor reception might simply need to have its battery replaced. Or as another example, a client who is not receiving text messages would be better off to have their network service checked before they have their handset sent in for service.

Many service related issues can be dealt with in a short time with a brief store visit as oppossed to the processing and time involved in sending handsets away to a service centre.


Smartphone Related FAQ ...

What is the repair process for Smartphones?

The first thing we will do is trouble shoot your issues in-store. Many handset or software issues can be dealt with in-store and the repair process can be avoided.

If your handset is deemed to have a problem that cannot be fixed in-store we will next determine if the issue is covered by warranty. If the work is covered by warranty we will supply you with a loaner handset and ship your device to an authorized TELUS repair centre for servicing. Pleaase note that a loaner deposit of $75 is required for standard handset loaners and $150 for smartphone loaner devices.

If your device issue is deemed to be a non-warranty problem we will still provide you with a loaner device and process the handset for repair but an additional $150 non-warranty repair deposit will need to be paid before the handset can be shipped away for service. If the cost to repair your device is $75 or less the repair will be automatically authorized. If the repair quote is more than $75 a CanTalk representative will contact you to see if you would like to authorize the repair. When you pick up your repaired device CanTalk will refund your non-warranty repair deposit minus any repair charges. In some cases it may be required to charge a fee above the repair deposit value if the repair cost more than $150. Please note that all repair charges must be paid in full to CanTalk Wireless before any repairs can be authorized to proceed.

Once your handet is back at our store and ready for pickup you will be contacted by a CanTalk Wireless representative. From this point you will have up to 30 days to pickup your product and return any loaner equipment. If you do not pickup your product within the allowed time period you will receive a followup reminder call at which time you will have 1 more week to pickup your product or to contact your store to make other arrangements. If after 30 days and 1 reminder you have not picked up your handset CanTalk Wireless will move your phone number back to your original handset and you will forfeit your loaner phone deposit. Any remaining repair charges will also be processed.

Please note that the return time period for iPhone loaners is only 14 days versus the normal 30 days provided for other devices.



Why does my smartphone "freeze" up?
Smartphones, like computers, have limits on the amount of information they can process. It is not uncommon for a smartphone to freeze when the device is being asked to process too much data or too many user requests at one time.

To avoid this issue try to make sure that you aren't running too many applications at the same time. You can also periodically clear the device memory of any unused files or old data that might be cluttering up your device's internal memory.


What do I do when my smartphone freezes?
To unfreeze your device simply remove the battery for 30 seconds and then re-insert the battery and wait for the device to power on. If this doesn't fix the problem you can also refer to your user manual to do a "soft reset" of the device.

Please be sure to do a soft reset and not a "hard reset". Hard resets will reset the device back to factory status and erase all user data.

Finally you may need to have your handset's software or firmware upgraded. You can check with any CanTalk store to see if new upgrades are available for your device.



Battery / Charging Related FAQ ...

Product Replacement Plans &
Extended Service Options ...

Clients can purchase Protection Programs on used product or on any device purchased from another network ( ie. Bell, Rogers, FIDO etc ... ). We can also provide coverage on handsets purchased from other TELUS dealerships or retailers.

*Please note that the iPhone / Tablet coverage plans must be purchased within 30 days of the device's original purchase date. Please bring in proof of purchase with any product not purchased from CanTalk Wireless if you wish to add a replacement plan.

Please contact your local CanTalk Wireless store for complete details or to add a Protection Program to your handset.



TELUS Device Protection Plan ( DPP )

TELUS offers their own replacement insurance. For $7 /mth clients can have the coverage added to their monthly TELUS wireless bill.

A deductable of $40, $80 or $150 is payable in the event of a claim. The deductable amount is based on the type of handset being replaced.

Clients can call CanTalk Wireless to have DPP added to their account within 30 days of purchase.

Please visit www.phoneclaim.com/telus for more details.

*DPP does not cover iPhone handsets or Tablets.



AppleCare

Every iPhone comes with complimentary telephone technical support for 90 days after your purchase and a one-year limited warranty.

The AppleCare Protection Plan extends your service coverage and gives you one-stop service and support from Apple experts.

Available at CanTalk Wireless for *$79.


One stop for technical support.
Because Apple designs the iPhone, iPhone OS, and many applications, the iPhone is a truly integrated system. And only the AppleCare Protection Plan provides one-stop service and support from Apple experts, so most issues can be resolved in a single call.

- Direct access too Apple experts.
- Mail-in or carry-in repairs.

Apple hardware coverage.
The AppleCare Protection Plan provides repair or replacement coverage, both parts and labor, from Apple-authorized technicians. Service coverage includes the following:

- Your iPhone.
- Battery.
- Included accessories & earphones.

Software support included.
With the AppleCare Protection Plan for iPhone, Apple experts can help troubleshoot issues with your iPhone, Apple-branded iPhone applications, and interconnectivity between your iPhone and your Mac or PC. Support coverage includes:

- Using iPhone OS.
- Help with iPhone applications such as Safari, Mail, Calendar, Remote & iTunes.

Please contact your local CanTalk Wireless store for more details or to purchase AppleCare coverage for your device. Send us an email if you'd like a CanTalk Wireless representative to contact you regarding AppleCare.

Please note that CanTalk can provide AppleCare coverage for any iPhone, even if it was not purchased from a CanTalk store or even if the handset is not active on TELUS.