Equipment warranty, upgrades and returns
Read more about the options available for repairs and upgrades should you want to change your equipment
Equipment warranty
Optik TV, Internet and LivingWell Companion
- Excluding TELUS Boost Wi-Fi devices, purchased TELUS-branded equipment has a three-year warranty, unless otherwise specified. If the equipment becomes faulty during this time period, TELUS will replace the equipment free-of-charge (TELUS Boost Wi-Fi devices have aone-year warranty from the original purchase date.)
- Any rental equipment will be free of defects during your tenure with TELUS
- Should the equipment break by no fault of yours, or performance of the equipment becomes degraded to a point where the equipment can’t be reasonably used, TELUS will replace the equipment with a similar model at no cost to you. If the equipment is upgraded during a repair, you are responsible for any additional rental costs
- You will be responsible for damage caused to rental equipment from any situation including, but not limited to, abuse, fire, theft, or loss. If the item is damaged, you are responsible for the replacement cost of the equipment.
SmartHome Security
- Devices provided by TELUS as part of your SmartHome Security plan will be warrantied for the duration of your service agreement with TELUS. If the equipment becomes faulty during this time period, TELUS will replace the equipment free-of-charge.Should the equipment break by no fault of yours, or performance of the equipment becomes degraded to a point where the equipment can’t be reasonably used, TELUS will replace the equipment with a similar model at no cost to you
- Any third-party devices connected to your SmartHome Security plan are supported and warrantied by the manufacturer. Should you be experiencing issues with this device, please contact the manufacturer for assistance.Should the device be found faulty within the first 30 days of installation, TELUS will replace the equipment free-of-charge.
SmartWear Security
- Personal Security devices, including batteries, are covered by a one-year warranty. If the device requires replacement during this period, pleasecontact us.
Upgrades
- You may request an upgraded model to new equipment at any time. However, installation, connection and additional rental charges may apply. Depending on inventory and current product assortment, upgrades may not be available
- If you request an upgrade, TELUS reserves the right to replace your existing equipment before providing an upgrade. TELUS may provide you with an upgrade to your equipment at its discretion if it’s determined your hardware is no longer viable
- Additional products or devices as part of your services, such as additional Optik TV digital boxes, Boost Wi-Fi or SmartHome Security sensors, are not considered upgrades and are subject to rental and/or purchase charges
Returns & Recycling
Pik TV Media Box Recycling
As of May 31, 2022, your old Media Box will no longer be supported and cannot be used to watch Pik TV.
It can be recycled at your local electronics recycling depot.
- Please help TELUS ensure its commitment to sustainability, if you have been asked to recycle your equipment, the equipment is no longer usable.
Optik TV, Internet and Living Well Companion
- You are responsible for returning equipment that belongs to TELUS, unless otherwise instructed
- Returns for equipment are accepted at any Canada Post mailing outlet
- Upon cease of your services, you will receive a letter and a prepaid shipping label from TELUS within 3 business days
- Package all of your equipment into a shipping-appropriate box and attach the shipping label:
- Electrical adapters and remotes should be included
- Ethernet cords and other cables may be kept or recycled
- Please ensure that a copy of your bill with yourBilling Account Number(found at the top of the bill on the first page) is included
- For Optik TV and Internet equipment, please allow for adequate shipping time to our warehouses to avoid additional fees
- Unreturned equipment is subject to a replacement fee as indicated on the letter that came with the return shipping label
- Fees for unreturned equipment will be added to your account 60 days’ post-cease of your services
- If you are charged for equipment that has been returned, or in the process of being returned, the charges will removed from your account once the return has been processed
- If you still have charges on your account 30 days after returning equipment, please contact us
- Equipment that is fixed (secured) within your home is to be left in place and not removed. If you are not to return or remove the equipment, it will be indicated on the device itself
- You may be directed to recycle your equipment at your local electronics recycling depot
- Please help TELUS ensure its commitment to sustainability, if you have been asked to recycle your equipment, the equipment is no longer usable or can’t be repaired
- If you are unable to recycle your equipment, you may return the equipment using the above process
SmartHome Security, SmartWear Security and Boost Wi-Fi
- Smarthome Security, SmartWear Security devices and Boost Wifi may be returned within the first 30 days of service
Note
: After 30 days from the original purchase date, no returns are accepted.Cet article vous a-t-il aidé à régler votre problème?
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