New phone damage

[Ashley]

I just received my new phone via Purolator today and it has a tiny scratch on the top left hand corner, is there a way to get this noted on my account so that I'm not penalized when returning the phone in 2 years.

[BellAntgio · Accepted solution]

Hey there @Ashley, 

Welcome to the Community and thanks for your post. 

In the instance that you've received a damaged phone, you need to get in touch with customer service right away to verify the following steps. If you chose to not contact customer service and keep the phone as is, you may not have the ability to return it due to the damage. 

Let the Community know if you have more questions.

[AdamB]

I just upgraded my phone. The bell worker took my phone and asked me to come back in 30 minuets after my phone had transferred all its data over to the new phone. I returned and collected my new phone, I left the store and when I looked at the screen, there was a noticeable scratch that got deeper toward the edge of the phone. I returned less than a minuet after I had left the store and showed the man who gave me the phone. He didn’t seem to care, he said ‘you could have done that’ I told him that I’d barely been out of the store for a minuet, then he said his boss wasn’t  there and I’d have to come back on Monday (he was pretty rude, like I was just there to inconvenience him) He really didn’t seem to care, so I asked his co-worker if at least they could make a note on my account to explain the situation as if I came back after a couple of days, they may think i had scratched the phone. They refused. They made me feel like I was trying to scam them, when I would have had to have left the store, damage the device, make a devious plan to return the phone, and then return all under a minuet of receiving the phone! She told me that I can return the phone before 14 days anyway, so I should just come back on Monday. I’m writing this for two reasons, one to ask if the 14 day return was correct and I can get an undamaged phone (from the look of it, it looks to be a factory scratch, but I’m concerned it could eventually turn into a crack), and two, so I actually have a record I can show the manager on Monday, because the workers refused and wanted nothing to do with what had just happened. Any information about this situation would be appreciated. 

[BellKris · Accepted solution]

Hi there, @AdamB. Welcome to the Bell Community.

We're sorry to hear about your experience. 

To answer your question, the timeframe they had provided you in-store is correct; you have a 15 day window to return a phone dead or damaged on arrival to the original point of sale. It's required that the phone be in its original packaging with all included accessories. At this point you can return the phone and exchange for a new one.

You can check out more on our Return policies under our support article How do Bell equipment returns and refunds work? and selecting Return policy for Bell Mobility customers.

Let us know if you have any further questions.