topic Re: Broken Phone with a plan in Mobility

Device return specifications and expectations

Amanda- — Tue, 11 Jul 2023 11:25:57 GMT

What are the exact specifications for the device return option other than “good working order” my device has a couple of lite surface scratches on the screen, but is not cracked and works as it did when I originally got it.

Had I known I wouldn’t be able to return the device with a scratch I would not have upgraded in the first place.

Re: Device return specifications and expectations

BellKris — Sun, 21 Apr 2024 11:38:50 GMT

Hi there @Amanda-. Welcome to the Community.

You can check out what falls under "good working condition" on our page for Device Return Option . For your case specifically, it would fall under the third bullet point:

The device is free from apparent physical damage (e.g., bending, cracks, punctures to any part of the device, including the screen, keyboard or the camera lens).

We do also suggest users to sign up with Smart Phone Care when upgrading on a new activation or phone upgrade, as most of the terms of the phone in being in good physical condition are waived when returning it for SPC subscribers.

As an additional note, the original packaging is not required when completing a device return via DRO - only the phone itself, following the "good working conditions" terms described above.

Phone condition for return

janjv — Sun, 27 Aug 2023 13:54:10 GMT

what kind of shape does your phone need to be in to participate in the buy back option?

Device return option

Playfulcan0358 — Fri, 29 Sep 2023 04:03:11 GMT

Where on your my bell app or my bill can I find the amount of my device return option.

Re: Device return option

WelshTerrier — Fri, 29 Sep 2023 11:10:52 GMT

You can see your remaining Device Balance details in MyBell. On the Manage my device page, select Device payment details to see: Monthly payments – your monthly device payment, number of payments remaining and when the last payment is scheduled.

I would suggest that you review your personal terms of service & also your Bell mobility agreement.

After which, if you wish to find out your exact return charges, you should contact Bell Mobility at: 1-800-667-0123 or *611 from any Bell mobile device

I have included the following information to assist.

You can find Bell Terms of service here: Personal terms of service.

Mobility Agreement

You need to Login to MyBell using a Web browser. Once you are logged in you should be able to see all of your services that are connected to MyBell on the main page! E.g. Mobile, TV, Internet Home phone.....

There are two method from the main MyBell home page to reach your MyBell profile. In either case, you need to be able to sign in using a web browser!

If you do not see your mobile number & account, then it is not connected to MyBell. If you do see it listed on the left side of the screen, then on the top right corner of the main MyBell screen, you will see your name. You can select & scroll down per my instructions or once again on the MyBell main screen, in the blue area you will see My Profile with a downward arrow. > Select this & scroll down to MyBell profile > Select this & follow my instructions.

Instructions

Your mobile agreement is located in MyBell > My Profile > Service profiles > Mobile > View Bell mobility agreements. (Top right side of page below your mobile number.)

Re: Device return option

Playfulcan0358 — Fri, 29 Sep 2023 15:39:43 GMT

Thank you just what I was looking for.

Phone return

Meep — Sun, 12 Nov 2023 02:58:24 GMT

Will be able to return a contract phone with scratches on the screen?

Re: Phone return

WelshTerrier — Sun, 12 Nov 2023 10:46:25 GMT

You mentioned that your device screen is scratched.

I have included the following web support link that provides details on “good working condition".

Device Return Option

https://www.bell.ca/Mobility/promotions/Device-Return-Option

If you scroll down to the frequently asked questions, for your case specifically, it would fall under the third bullet point:

The device is free from apparent physical damage (e.g., bending, cracks, punctures to any part of the device, including the screen, keyboard or the camera lens).

Scratches on a device screen are deemed to be physical damage.

Device Return Option after AppleCare swap?

davmcn — Wed, 17 Jan 2024 13:13:46 GMT

Hi!

I currently have an iPhone 14 Pro that is on the lease program (return after contract) but has been replaced under applecare due to phone not working properly. Is it still possible to return the phone after lease or how does that work?

thanks.

Phone

Khushleen — Sat, 20 Apr 2024 23:00:42 GMT

Hey i have iphone on lease. So i have question when we return the phone we also return the box or not . If we did not return what happened.

Broken Phone with a plan

Alba — Sat, 30 Nov 2024 21:50:58 GMT

I have a plan that includes the phone Samsung Flip phone (kind of like a rental) which I have to give back after a 2 yr period.
I loved the phone, I got the best screen protector and a few cases to protect it. Few months ago the top screen appeared getting stock and next day the whole screen was black. It didn’t fall, not with water, no incidents at all.
Since I work out of province I needed a phone so I have to rush and buy another phone.
Now, I have to return that phone and pay additional $420

does anyone knows if there’s an insurance or something that could help me? I’m going have to pay for a broken phone and I was honestly very careful with it.

thank yoy

Re: Broken Phone with a plan

WelshTerrier — Sun, 01 Dec 2024 14:37:43 GMT

Good Day & Welcome to the Bell Community Forum.

All Bell mobile phones and smartphones are covered by the manufacturer's limited warranty from the date of purchase, with the original bill of sale. For all defects covered by the limited warranty, the manufacturer will repair the device (or at their discretion, exchange for a refurbished unit).

In your case, the repair is not covered by the manufacturer’s limited one-year warranty. You can obtain an out-of-warranty quote from the repair facility. To find out more, checkout this link: Repair service Info & fees.

If you choose to repair your device, you will be responsible for all fees. You will receive a 12-month warranty on the completed repair.
If you choose not to repair it, your device will be returned at no cost.

If you're enrolled in the Smart/Phone Care plan from Bell, you may be covered by the extended warranty. See the Smart/Phone Care terms and conditions for details.

Take care.

Re: Device return specifications and expectations

ayeah — Thu, 28 Aug 2025 11:18:05 GMT

Hey my plan is ending soon and i want to return my phone. Couple months ago, a green line appeared at the very edge of my iphone 14 pro. ive never dropped it, ive always taken care of my phone. Can i return my phone at bell? will i get charged because of the green line?

Re: Device return specifications and expectations

WelshTerrier — Thu, 28 Aug 2025 11:18:51 GMT

Good Day.

Are you on the Bell SmartPay 2 yr. mobility plan with the Device Return Option? If so, then please check out the following:

To return a damaged Bell SmartPay phone at the end of your 2-year term, you must have purchased the optional Smart/Phone Care plan at activation. Without the Smart/Phone Care plan, you will be required to pay the deferred amount and are responsible for the "good working condition" requirement. If you have the Smart/Phone Care plan, you can return the device in the physical condition that you mentioned.

The device must meet the following requirements to be considered in “good working condition” and be eligible for return:

The device powers on, charges and navigates properly to the home screen.
The keyboard and/or touchscreen is responsive and functions properly.
The device is free from apparent physical damage (e.g., bending, cracks, punctures to any part of the device, including the screen, keyboard or the camera lens).
There are no missing components (e.g., buttons, keys, SIM/media tray, battery, battery cover).
All activation/security locks for the device are turned off and no longer linked to your associated cloud account, such as “iCloud Find my iPhone Activation Lock” (for Apple devices) and “Activation Lock Protection” (for Android devices).
Any PIN/password, facial recognition or fingerprint lock has been removed.

Device Return Option | Bell Mobility | Bell Canada

For further information, please contact Bell Mobility Customer Service at: 1 800 667-0123 or dial *611 from any Bell mobile device.

Take care.