Bring it Back Issues

My future phones will be handed in directly at a Telus store so I don’t have to go through this again. My advice if you do mail it in is: pictures, pictures, pictures. 

I did end up having everything worked out this time, received an extra credit, but the frustration was not worth going through it again. 

I had concern regarding this when I bought my new device online and was given no option but to agree to the terms.  Those terms were - Once we receive your device, a TELUS representative will evaluate it to determine the final value and that you agree to the value assigned by the TELUS representative.  I knew I should have taken pictures of the phone and recorded a couple videos of it functioning perfectly, as well as looking almost new.

I just sent it off today so stand by for more to come

Hello donnachang, I completely understand why seeing a $140 "wear and tear" charge on your bill is infuriating—especially when you took good care of the phone and felt brushed off on your call. That is not the level of support or clarity you should expect from us, particularly on an EPP account.

Here is what happens behind the scenes during a Bring-It-Back return and, most importantly, how you can formally dispute this assessment. 

When a phone is mailed back, it goes through a third-party warehouse inspection team. They run a physical and functional check against standard program criteria (screen glass, enclosure integrity, frame bent, LCD burn, etc.).

If a technician flags a device for major wear, the warehouse auto-populates a fee or reclassifies the return as a standard trade-in rather than a full Bring-It-Back return credit. However, warehouse assessments are not infallible, and you have every right to request a formal re-evaluation. 

We'll send you a private message shortly in order to get more information from you, thanks !