Forum Discussion
Bring it Back Issues
I returned a perfectly good phone to Telus and I now have a charge of $140 because my phone “showed major wear and tear”. That is total garbage! What recourse is there to dispute this? The phone support person was useless and I am so frustrated and furious right now. Not to mention I have an EPP plan through my employer who is an international company, nice work Telus
1 Reply
TELUS_SupportOfficial Support Team
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 !
