New phone is not working

Vitalie A. #23284
Vitalie A. #23284 Posts: 2 ✭✭
edited July 2022 in My Mobile

Received a brand new Phone. I have started to configure the phone and the screen turned white how can I replace the phone

Best Answer

  • Dapfizzer
    Dapfizzer Posts: 10,182 ✭✭
    Answer ✓

    @Vitalie A. #23284


    there are several conditions and important information you must know and accept before returning your phone, including the presence of an administrative fee if your return request is denied. See all the conditions

    The following additional conditions are specific to the 15-day return policy:

    • You must send back your phone with all its accessories, including the charger and the original box.
    • The phone must be like new. It wasn’t dropped. There is no scratch or any physical damage to the case, screen, buttons or connectors, camera lens and/or flash. In the case of a refurbished phone, it’s in the same condition as when you bought it from Fizz.

    You are allowed one (1) return per account under the 15-day return policy. Beyond that number, we won’t be able to honour any return request.


    Returning my phone
    1. The process in a nutshell:
    • A return request must be submitted online via your Fizz account under My phones/Manage my phone/Return my phone. 
    • You’ll be guided step-by-step through important information and conditions which you’ll need to certify and confirm (by checking a box) before returning your phone to Fizz. Read the conditions and important information
    • Make sure to follow the instructions to prepare and package your phone before you deposit it at a Canada Post deposit location.
    • Based on the result of the inspection, we’ll refund you, or send you back your phone once the administrative fee has been invoiced to you.


    Because manipulations will be required, complete your return request from a device other than the one you are returning. 

    In your Fizz account, go to My phones.

    At the phone in question, click on Manage/My phone warranty/Return policy | Warranty

    Follow the on-screen steps.


    From the moment you drop your package at a Canada Post deposit location, expect 4 to 7 business days for the whole process. This includes:

    • The reception of your package at Fizz;
    • the inspection of your phone;
    • the answer from Fizz (information sent by email);
    • your refund or the shipping of your phone back to you (depending on the result of the inspection) once the administrative fee has been invoiced.


    Fizz has no control over Canada Post delays, and cannot guarantee that the delays that are indicated will be respected.

    You can track your package and the status of your return directly in your Return history.



  • Dapfizzer
    Dapfizzer Posts: 10,182 ✭✭

    @Vitalie A. #23284

    However, if you have any questions related to this paticular situation or any other topics, and you would like to contact Fizz’s support team directly for advice but also for specific answers about this situation, here is the procedure to follow in order to be able to contact the service. You can do it by opening the following link: and simply scroll down until you see the green bubble, than click on it to start your chat session with the customer service.

    If the chat bubble still does not appear at the bottom of the page, on the right, after a few seconds, the number of pending sessions is higher than the service’s processing capacity. At that time, you can leave a message on the other proposed communication channels:

    -By private message on Facebook/Messenger:

    -By private message on Twitter :

    -Whatsapp : (438) 393-5814

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