I was sold a brightstar device protection warranty through Fido. My camera was cracked and had to pay a 100$ to get it fixed.
When I got my phone back, weeks later I dipped a supposedly a water resistant (up to 1.5 m and can swim up to 30 min in fresh water) in a 50cm fresh water for less than 5 sec and it broke down.
I contacted Samsung warranty and they said that it is Brightstar's fault becasue after they repair a device, they do not test it for water resistance, so I went forward and contacted Brightstar to explain my case. Their response was they do not guarantee that the device you recieve back after repair will be water resistant.
So Why not tell users about that ?? you think thats a minor detail !!!! It is not stated in the contract as well.
Fido should not be affiliated with this entity. As a commodity that relies heavily on brand equity, Brightstar will drag you down and before you know it you'll start losing your customers.
BRIGHTSTAR REALLY DON’T KNOW WHAT THEY ARE DOING!
My iPhone 8 from Fido dropped to the floor in 3 months ago - both front screen and the backglass cracked, so I filed my first claim with Brightstar and paid $70 processing fee for the repair.
Three months later, I noticed that they should be charged nothing because of the first claim processing fee waiver, so I gave them a call and asked for a refund.
The excuse from Brightstar blow my mind. They stated that the front screen was covered. But for the backglass, I had to pay another $70 processing fee to had it fixed.
Stupid and ridiculous policy!
Welcome to the community!
From what you note, Brightstar acted in accordance to the device protection they offered. You should have been provided documentation regarding the device protection when you purchased it. According to the device protection, your first screen break repair will have a $0 processing fee if no other damage is present. You can also view the documentation here.
In addition, the back glass is not considered a screen and would have been subject to processing fees.
Are you saying they are requiring an additional $70? That is, a total of $140 to have the back glass repaired?
Hope this helps 😀
Can you provide us with some more information so we can help guide you?
We'd need to know why the request wasn't approved. Was something wrong with the documentation?
We also do suggest calling Brightstar back, they'll be able to guide you with what to do next.
My phone has been broken for days. It was complicated enough to get through my carrier and brightstar to obtain the correct inforation (multiple communications). I was sent to a UbreakIfix store to learn they did not have the parts to fix my screen, the parts were ordered over a week ago and had a delivery estimate of 01 day. They marked my phone as unrepairable and i called back Brightstar. Brightstar decided to ship me a replacement phone because having a phone is essential (all of my calls since my phone has stopped working have been made through an old and slow tablet with horrible sound and keeps shutting off). The estimate with UPS was 01 days. After 02 days, i called UPS and they told me it could take TEN EXTRA BUSINESS DAYS (due to covid-19)... which kind of defeats the purpose of understanding my phone is an essential need... I told them it was not okay to have me or anybody else beleive theyre getting their important package in 01 day when its 11+ days. I Called back Brightstar to explain this situation and they basically said its not their problem because they dont control UPS. So now i cant make my ESSENTIAL and URGENT personal admin tasks with deadlines amongst other tasks. I also have very important notes and screenshots that i need to have access to right now! Even though i've been paying for this service, i dont have a phone and every party is simply ''sorry''. 👎👎
Welcome to the Community
I can definitely understand it is disappointing to have to wait for your phone. However, due to the current situations, there are delivery delays with UPS, I'm sorry for the inconvenience.
Poor and slow customer service causing me without phone over 15days.
My iphone 6 got water damaged so I requested for replacement device by paying deductible on Aug 30. I got iphone 7 since they don’t have iphone 6 anymore. However, I found out the phone I got from Brightstar is not brand new and already defected. I cannot hear anything but I can use speaker phone. It’s because iphone 7 use the different headset port I could not check anything since Brightstar sent me only phone and charger (No headset). I assumed they would sent me brand new phone but I guess not.
So I contact Brightstar the day I got the phone and Custermer service (CS) told me I have to bring in to one of the bender to fix instead of sending new device. So I brought in next day since I got the repair confirmation email but the vendor did not get the repair request. then I called Brightstar again for the problem ( as we all know I explained everything what was happened in the past) and they said they will send the request on the system so check the vendor 30 minutes later. So I did but they did not get the request. Then I called the Brightstar again and same thing go on for over 10 days. Even thought I told them it maybe their system problem so I want to send new device from their Headoffice but they refuse due to their procedure. I know some technical issue because even we change the vendor or changing the repair request via email (instead of sending data). But they don’t even do anything and keep making new repair number or esclamation number or telling me “cooperate office phone number. When I asked to send new device, they need superior decision so it would take 1-2days to reply. I had this conversation several times. So this is my 3rd week to talk about samething again. Now they said they will send the new device ... no trucking number but it will come via UPS. I really cannot trust them and I want my warranty money and deductible back so I can buy iphone11! And the Brightstar does not have any department to bring our complain to higher than supervisor. All these conversation and unprofessional CS were all done by supervisor level....