Protect your bundle of joy.
SmartCare plans extend your new device's warranty and let you relax, knowing you won’t have to pay for the full replacement value of your device if something happens.
Here are the levels of protection for the type of device you've got:
| Manufacturer's Limited Warranty |
BASIC PHONES | SMARTPHONES | HOT SMARTPHONES |
THE HOTTEST SMARTPHONES |
|
|---|---|---|---|---|---|
| Price Per Month | - | $12/mo.
Basic devices |
$15/mo.
Select smartphones, select tablets |
$18/mo.
Premium smartphones & premium tablets |
$21/mo.
Select premium smartphones & select premium tablets |
| Manufacturer Defects within 12 months |
YES | YES | YES | YES | YES |
| Manufacturer Defects beyond 12 months |
- | YES | YES | YES | YES |
| Liquid Damage | - | YES | YES | YES | YES |
| Physical Damage | - | YES | YES | YES | YES |
| Lost or Stolen | - | YES | YES | YES | YES |
| Power Surge | - | YES | YES | YES | YES |
| Normal wear & tear | - | YES | YES | YES | YES |
| SERVICE REPLACEMENT FEES | - | Up to $150 | Up to $299 | Up to $399 | Up to $599 |
| NUMBER OF REPLACEMENTS | - | 2 maximum | 2 maximum | 2 maximum | 2 maximum |
Good to know:
- SmartCare plans get you up to two replacements per enrolled device.
- SIM cards aren't covered.
- The deductible per claim ranges from $50 up to $599 depending on the device. Shipping fees might apply. Find out how much your deductible will be.
How does SmartCare work?
For manufacturer's defects in the first 12 months:
Head to your closest Virgin Mobile Service Lounge or call us at 1-888-999-23211-888-999-2321 to get help. We've got a loaner program available. A deposit and some shipping charges might apply.
To use your SmartCare Plan:
Give us a call at 1.866.213.2143 or submit a claim online. We'll ship a replacement to you in about one-two business days, but it might be up to 10 days if you live in a rural area. Shipping charges might apply.
We'll try our best to send you the same make and model you've already got. We might send you a like-new phone, tablet or data stick of the same or a comparable model. Because of this, we can't guarantee that the colour, features or accessory compatibility will be the same. If you use a SIM card with your device and you take it out to use with another device, the second device doesn't become covered by SmartCare.
How to sign-up
The best time to sign up for SmartCare is when you activate or upgrade to a new phone, tablet or data stick. Alternatively you can come back to Virgin Mobile store within 30 days of signing up with us and add SmartCare. We just need to make sure your phone isn't already broken as previously damaged or defective phones aren't eligible for SmartCare.
Deductible:
Deductible:
Heads-up! Before SmartCare covers your phone, you'll need to make at least one phone call or use at least 1 KB of data. SmartCare isn't available on Prepaid Plans and doesn't cover SIM cards.
Got questions about SmartCare? We can help.
-
What do I do when I receive my replacement?
- Return the defective device within 5 business days of receiving your replacement (unless it's lost or stolen) with the prepaid waybill and box that we'll send to you. Defective devices won't be returned to you.
- If you don't send the defective device back to us within 5 business days, there'll be a non-return charge of up to $599.
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Can I transfer my info to my new phone?
Totally. Make sure all data and apps that you've installed are backed up so that you can just switch them over to your new phone when you get it. Check out your phone's user guide for help on how to transfer.
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What happens if I don't hook up SmartCare?
SmartCare is totally optional. You don't need to have it to hook up a phone or internet stick with us. Without it, you might be responsible for the total replacement cost of your device if it's damaged, stolen, lost or is determined to be defective after the manufacturer's standard warranty period.
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What if I want to cancel my SmartCare plan?
You can cancel SmartCare anytime without any extra charges.
