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How to exchange defective phone?

I'm a participant level 2
I'm a participant level 2

just got an iPhone 7 from Fido yesterday evening. After I opened the package, I found I couldn't press the home button and turn it on.

I want to exchange it now. What should I do next?

can I exchange it at a Fido store? 

Tried to call 611 to obtain a return label already, no real person, no help.


Senior MVP Senior MVP
Senior MVP

Hello Jim-yyc,


  Welcome to the community!


 As previously mentioned, if you purchased the phone online or with the assistance of customer service, you will need to do the exchange via mail. There should have been a pre-paid return label provided with your new phone. If you did not receive one, or are unable to find it, you will have to contact customer service. Alternatively, you might consider sending @FidoSolutions a PM. Once they verify some information, they'll also be able to access your account. You can find more information regarding defective device exchanges here.


Hope this helps 😀





Hello @Jim-yyc,


If you got the phone online or through customer service over the phone then you will need to contact customer service to do the exchange.


I understand wait times are longer than expected but you can also try live chat or message them on social media, you can get that info here.