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[Нинел1]

My name is Ninel On November 12, I purchased a Samsung S24+ phone on a financing plan through Fido.

I was informed that there was a promotion, and the total cost would be 800 Canadian dollars. On December 1, I contacted the store to request a replacement because the phone’s battery does not hold a charge well. However, my request was denied, as I was told the return period had expired. They also mentioned that for Rogers customers, the return period is 30 days, while Fido has different policies.

Another issue concerns the balance on my account. The app currently shows a remaining balance of $1,400, while the original amount was $1,600. I have already paid $200 as an initial deposit and made a payment of $196.53. This makes the remaining balance seem incorrect.

I would like clarification on the following:

1. Why does the amount quoted by manager Maxim ($800) differ from the amount displayed in the app?

2. Can I still replace the phone due to the battery issue?

I purchased the phone at the following address: 3015 Bloor St W, Etobicoke, ON M8X 1C5, Canada.

[Cawtau · Accepted solution]

Hello Нинел1,

  Welcome to the community!

   Firstly, you should note these forums are community-driven and not intended as a venue for customer services. We do not have access to customers' accounts nor would we have any information regarding your device financing.

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@Нинел1 wrote:

...2. Can I still replace the phone due to the battery issue?

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  Unfortunately, I cannot speak as to whether Rogers' policies differ from those of Fido. However, Fido's eligibility for exchanging a defective device for another depends on method of purchase.  As a part of their Satisfaction Guarantee, devices can only be exchanged within 15 days for devices purchased at a store. On the other hand, for devices purchased on Fido.ca or by Fido call centre, the devices can be exchanged within 30 days. I assume the difference in eligibility duration likely has to do with possible shipping delays.

  Since it appears you purchased your device at a location, your exchange period would have been the 15 days. So, you would likely not be able to have the phone replaced due to the issue with the battery. However, since the device was purchased only recently, it would still be under the manufacturers' warranty. I believe you would need to initiate a repair claim under that warranty.

  As mentioned, we would not have any information regarding your device financing. Since you made the purchase in a store, I think you would need to discuss that matter with that particular store. Some stores might have their own promotions of which customer service may or may not be aware.

  That said, if you did wish to additional information on the matter, you would need to contact customer service. In addition, they can also be contacted via Live Chat, Facebook, or Twitter. Those methods can be accessed via the contact page posted above.

Hope this helps 😀

Cheers