Warranty of good working order: 3 years

Learn what the 3-year good working order warranty covers and how to get help.
Good to know
As of October 5, 2026, when you buy a new mobile phone or tablet at Videotron, you automatically benefit from the three-year warranty of good working order under the Consumer Protection Act. The warranty covers certain device malfunctions that may occur during this three-year period. 

ATTENTION: Devices purchased before October 5, 2026, are not covered by the warranty of good working order.

What is the warranty of good working order?

The warranty of good working order is a free warranty that automatically applies to certain new devices, under the Consumer Protection Act.

For new mobile phones and tablets, the warranty is valid for three years, starting on the device delivery date.

Should a malfunction covered by the warranty occur during this period, eligible repairs will be made at no cost.

In the event that a malfunction affecting proper use of the device occurs, you can contact the manufacturer or Videotron directly to apply the warranty.

What’s covered by the warranty

The warranty covers:

  • The parts needed to perform eligible repairs
  • The necessary labour
  • Reasonable fees associated with transport or shipping of the device, if necessary

What’s not covered by the warranty

The warranty does not cover:

  • Regular device maintenance (e.g., standard software updates)
  • The replacement of parts as a result of regular maintenance
  • Damages resulting from improper use
  • Accessories (such as earbuds or a charger), unless they are expressly covered by applicable law

Examples of devices that are not covered

  • Telephone whose screen is cracked as a result of a fall
  • Telephone with water damage after accidentally falling into a pool
  • Telephone damaged after the customer or a third party has physically opened or replaced its internal components

Need help with your device?

Warranty of good working order and Mobile Device Protection Program

The warranty of good working order is offered free of charge, in accordance with the Consumer Protection Act. We invite you to read the following notice about the legal warranties that apply:
 

Notice concerning the legal warranty of good working order
 

For additional protection in certain situations that are not covered by the warranty of good working order, Videotron also offers its customers the Mobile Device Protection Program.

Learn more

If your device malfunctions and you think the issue might be covered by the warranty of good working order, we can help.

You can:

A representative could assess the situation and inform you of your options.

Make sure: 1) your device was purchased new, as of October 5, 2026; 2) your device was purchased new, from Videotron; and 3) the device malfunction appears to be covered by the warranty of good working order and is not part of the possible exclusions.

Get help

Frequently asked questions about the warranty of good working order

If your phone malfunctions, you can contact the manufacturer or Videotron to apply the warranty.

The warranty of good working order applies as of the date of delivery of the device. It applies only to goods sold as of October 5, 2026.

No. Eligible repairs are done at no cost. Reasonable shipping fees are also covered. In rare circumstances where shipping fees are excessively high, Videotron may only cover a portion of said fees.

No. The warranty of good working order and the Mobile Device Protection Program are two different protections that cover different situations, such as the loss or theft of a device.

Although the warranty of good working order only covers new goods, the Act provides for the warranty to apply to consumers who purchased a used good under certain conditions, namely:

  • the item had been initially purchased or leased new, by the original buyer, on or after October 5, 2026;
  • the warranty of good working order is still in effect (it is calculated from the moment the new item has been delivered to the first buyer).

The warranty of good working order therefore “follows” the item. To apply the warranty, consumers can turn to the manufacturer or retailer who sold the item, new, as long as the warranty is still in effect.

You would need to contact the manufacturer or retailer who initially sold the item, new. Videotron will not be able to repair your device.

Nothing stops a retailer or manufacturer from offering this solution to the customer, if no repair services are available within a reasonable amount of time, for example.

No. The Act does not provide for any specific repair timeline. However, Videotron will always do its best to complete the repairs within a reasonable timeframe.

No. The warranty applies exclusively to Videotron Residential customers.

No. Customers who wish to benefit from the warranty of good working order must first reach out to the retailer or manufacturer for repairs, or for authorization to have the device repaired by a third party.

More support

Mobile Device Protection Program
Broken cell phone: what to do?
Equipment maintenance and repair

Was this article useful?

We're here to help

Contact us

Get fast, real-time service by chat or by phone.

Contact us

Ask the Community

Ask your questions on our forum and see what solutions other users have found.

Ask the Community

Find a store

Visit us in-store for friendly in-person support.

Find a store