How the Mobile Device Protection Program works

Good to know

If you’re using an Apple device, Peace of Mind Protection Plan with AppleCare Services is a great option to consider. It offers coverage similar to other comparable services.

What is the Mobile Device Protection Program?

The Mobile Device Protection Program is operated by Likewize and allows you to repair your device in the event of an accident.

Good to know

Your mobile device is protected from the date on which you signed up for the Mobile Device Protection Program.

Mobile Device Protection Program features

Coverage applies to new and certified refurbished Android and Apple mobile devices
You must subscribe within 60 days after activating the mobile device
Up to 2 claims can be approved in any consecutive 12-month period (the period begins on the submission date of your first claim)
The limit per approved claim is $3,000.00
There is a 90-day warranty on repaired equipment
If a device cannot be repaired, you will receive a replacement device with a 12-month warranty
Program fees are paid on a monthly basis
You can cancel your subscription at any time

For more information, visit the Likewize website.

What is covered by the Videotron Mobile Device Protection Program?

The Program provides coverage for:

Screen breaks
Accidental damage, including liquid damage
Mechanical or electrical malfunction after the expiration of the manufacturer's 1-year warranty

What is not covered?

The program does not provide coverage for the following:

Loss
Theft
Normal wear and tear, encompassing occurrences like paint peeling and screen scratches
Pre-existing flaws, referring to issues inherent to the model
Cosmetic damage that does not impede the phone’s full functionality
Abuse, misuse, or intentional acts

How do I know if I’m signed up for the Mobile Device Protection Program?

You can check if you are subscribed directly on the Likewize online portal.

Go to the My Plan section on the Likewize website.
Enter the required information:
- Mobile phone number
- Postal code
- Device manufacturer
- IMEI number of the device

Note : To find the IMEI number for your device, use the Phone app and dial *#06#, or find it on its original packaging.

Not yet subscribed to the Mobile Device Protection Program?

Visit one of our stores.

How do I submit a service request?

The request must be made within 60 days of the date of the incident.

You bought your phone less than a year ago and it has a defect? It might be covered by the manufacturer’s warranty. Before submitting an online service request, please contact our Technical Support team.

Verify that the problem is covered by the program.
Submit your application:
- Online on the Likewize website
- By phone at 1 844 376-7726

Good to know

A processing fee must be paid before receiving a repaired or replacement device. The fee is non-refundable.

What fees will be charged for my service request?

A subscription to the Mobile Device Protection Program costs $11,00 per month. The monthly premium is billed by Likewize on the credit card you provided when you registered. Payment information can be changed at any time in your online account.

The deductible for all other damage repairs, or for replacement, as well as other additional charges vary depending on the retail price of the device at enrolment.

For more details, consult the Program Overview on the Likewize website.

Additional fees - Conversion:

If you submit a service request for mechanical or electrical damage and it is revealed during inspection to be a case of accidental damage, you will be billed a service request conversion fee up to $360.00 plus taxes. Any reclassification as accidental damage must be accepted by the parties involved.

Additional fees - Non-return of device or locked device:

The damaged or defective device must be returned to Likewize within 30 days of receiving the replacement. In addition, you must disable the passcode on the device so that it is unlocked, otherwise you may be charged a fee of up to $1,500.00.

Cost of shipping

Note that in Canada, the cost of shipping your replacement device the day following your accepted service request, is included in the Mobile Device Protection Program. If a service request is approved on a Friday before 5 p.m., Mobile Device Protection Program subscribers can request Saturday delivery for their replacement device for an additional fee of $20 plus tax.

Frequently asked questions about the Mobile Device Protection Plan

What are the options for a damaged mobile device?

Mail-in repairs: Likewize provides a prepaid mailing label and the subscriber self-packs the device
Walk-in repairs: : Where available, Likewize offers appointment options for repairs
Replacement: The phone will be of like kind and quality, but may be a different colour
Reimbursement*: If the device cannot be repaired or replaced, a reimbursement will be issued

* Likewize reserves the right to fulfill its repair or replacement obligation with the following reimbursement method, directly to the subscriber: issuance of a cheque only.

How long does it take Likewize to process a service request?

Mail-in repairs

Likewize provides a prepaid mailing label, and you self-pack and send your damaged device
Repair is within 3-5 business days after device is received

Walk-in repairs

The repair is done the same day, depending on the time you bring your phone in

Replacement

You will receive a replacement device the next business day after you submit your request
An additional fee of $20.00 applies for a Saturday delivery
A signature is required at the time of delivery

Reimbursement^*

Reimbursement in the form of the applicable method will be issued within 24 to 48 business hours

^*Likewize reserves the right to fulfill its repair or replacement obligation with the following reimbursement method, directly to the subscriber: issuance of a cheque only.

What type of device will I receive as a replacement?

Replacement devices are often new but on occasion may be refurbished. While refurbished devices look and function just like new, they may have minor cosmetic flaws and contain non-original manufacturer parts and accessories. If the exact make and model are not available, your replacement device will be of like kind and quality.

All replacement devices come with a 12-month replacement warranty. If you experience any problems with this device, you must contact Likewize. Any service requests related to the replacement device will not be counted towards the total service requests for accidental damage, as allowed by the Mobile Device Protection Program if, after inspection, the damage is considered to have been covered by the 12-month guarantee offered by Likewize.

What do I do with my damaged device?

Once you receive your replacement device, you must return the defective device. To simplify this process, postage paid packaging will be sent along with your replacement device. Please return your damaged device within 30 days following the reception of your replacement device. If we do not receive the damaged device, you will be charged an unreturned device fee.

What do I need to do before I return my device?

You must unlock your mobile device. If your device is still locked when received (due to remote tracking activated on your mobile device or any similar application), you will be charged an additional locked device fee.

It is also recommended to back up your photos and other personal information, remove your SIM card as well as any memory card (if applicable), and perform a complete reset of your device.

How do I terminate my subscription?

The Mobile Device Protection Plan subscription can be cancelled at any time by sending an email to cancellation@likewize.com.

You can also cancel your subscription by sending prior written notice to Likewize Device Protection, Ltd., 1235 Bay Street, Suite 400, Toronto, Ontario, M5R 3K4, or by calling 1-844-376-7726.

The following information must be included in the cancellation request: