- How does Vodafone's Device Care work?
- How do I process a device exchange through Vodafone's Device Care?
- How do I process a screen replacement through Vodafone's Device Care?
- Can I exchange a device without returning it?
- How do I cancel Vodafone's Device Care?
- How does Vodafone's Device Care Compare?
We've all done it. Dropped our phone in the toilet, down the stairs or somehow smashed it on a crazy night out... Accidents happen, but it's the common sense of having insurance that will bring a happy ending to your wild phone mishap story.
If you're a Vodafone customer, peace of mind is one step closer thanks to the telco's new Device Care program. This affordable insurance offering means customers can return a broken phone for either an exchange or replacement, regardless of the condition. This comes just in time if you have your eyes on a shiny new iPhone 15.
How does Vodafone's Device Care work?
Vodafone customers can add Device Care to their monthly mobile plan for just $14.99 a month. Until November 1, Vodafone is offering 50% off Device Care for the first three months to eligible postpaid mobile.
This will entitle customers to:
- Unlimited screen replacement on mobile devices with genuine parts for $45
- The exchange of tablets, in any condition, for an equivalent model for $65
- The exchange of wearables in any condition for an equivalent model for $99
- The exchange of mobile phones in any condition for an equivalent model for $149
It's also important to note that exchanged devices may be refurbished phone models, may contain refurbished parts and there is no guarantee it will be the same colour or model as your existing device. Vodafone will endeavour to provide the closest equivalent model available in Australia at the time but there's no guarantee you'll get the same refurbished iPhone model back.
In the event of agreeing to exchange a damaged device of an equivalent model, whether it be a phone, tablet or wearable, if the device is not returned additional fees will apply. You can even process a request for an exchange without returning the damaged device.
How do I process a device exchange through Vodafone's Device Care?
- Submit your claim via Vodafone's Device Care portal
- Once processed, Vodafone will send you an equivalent replacement device and a return envelope for your damaged device.
Alternatively, if your device is eligible for processing via an Apple Store or Apple Authorised Service Provider, you will be notified at this stage. - Before mailing your damaged device, ensure you've backed up all your personal data, for example, photos, contacts, files etc.
- Send back your damaged device, regardless of the condition.
Note: An additional non-return fee may apply if your old device isn't received within two weeks of you receiving the replacement device.
How do I process a screen replacement through Vodafone's Device Care?
- Submit your claim via Vodafone's Device Care portal
- Before mailing your damaged device, ensure you've backed up all your personal data, for example, photos, contacts, files etc.
- Either mail your damaged device to Vodafone or arrange an appointment to take your device to either an Apple Store or Apple Authorised Service Provider for Apple devices or to an authorised repairer for all other models.
- If your device is mailed to Vodafone for repairs, it will be mailed back as soon as it's ready.
- On average, more than 1,300 smartphones are damaged or lost each day
- This has cost Australians a staggering $755 million over the last five years
- The average cost to repair a smartphone screen is between $100 - $550 with a product-approved technician
*According to independent Vodafone research
Can I exchange a device without returning it?
Yes, you can make a claim to exchange a device without returning the damaged device. Simply follow prompts via Vodafone's Device Care portal. Then once Vodafone have confirmed you don't need to return the device, perhaps it's solidified in a block of concrete in a Han Solo-like fashion, you'll receive a message with a link back to its online portal to finalise the request. From there you'll receive a replacement from Vodafone.
Submitting a device for exchange without returning the damaged device will set you back $299 and only one of these service requests can be processed every 12 months.
How do I cancel Vodafone's Device Care?
To cancel Vodafone's Device Care, simply call 1300 650 410 anytime. However, you will continue to be charged on a monthly basis for the service monthly until you cancel it.
How does Vodafone's Device Care Compare?
Vodafone's Device Care option is great for a couple of reasons compared to other telcos and phone brands:
- It's affordably broken down into monthly payments
- You can cancel anytime
- You're not locked into a year-long subscription like other device care options
- Instances, where you cannot return the device, are accepted
- The return process is fast and easy
Here's how other telcos and phone brands handle damaged device repairs and replacements:
Telstra device repairs
Telstra not only has a self-service repair process where customers can send back faulty mobile devices but it also has the option to purchase an Upgrade & Protect feature when you purchase a device through the telco. Here's how the pricing breakdown works depending on your claim and how far into your device contract you are:
| Device Condition | Time remaining on 12-month contract |
Time remaining on 24- or 36-month contract | Fee |
|---|---|---|---|
| Good condition | 6-12 months | Last 12 months | $0 |
| Good condition | 0-6 months | 0-12 months on a 24-month contract | $99 |
| Damaged condition | 0-12 months | 0-24 months on a 36-month contract | $249 |
The device will need to be surrendered and a redemption fee will need to be paid once the condition of the device is determined and the upgrade or replacement of the new device on a new device payment contract is complete. You are also limited to claiming two damaged device upgrades or two damaged screen replacements per year.
Much like with Vodafone's insurance offering, Upgrade & Protect isn't eligible for BYO devices.
Optus device repairs
Your best option with the 'Yes' telco is its Upgrade & Protect service. Customers can opt for Optus Upgrade & Protect at the time of purchasing an eligible mobile phone or tablet through Optus or within 30 days of starting their device payment plan, which is priced at $15 per month. The chosen mobile device or tablet must be paid off over either 12, 24 or 36 months through OptusPay, its device payment plan option.
When upgrading, devices must be returned and upgrades can happen no more frequently than once every 30 calendar day period. The fee you pay to upgrade depends on the condition. Here's how it's broken down:
| Device Condition | Time remaining on device repayment |
Early upgrade/damage fee |
|---|---|---|
| Good condition | Less than 12 months | None |
| Good condition | More than 12 months | $99 early upgrade fee |
| Damaged condition | N/A | $249 damage fee/no early upgrade fee |
Apple device repairs
For organising fast iPhone repairs from a licensed technician, AppleCare Plus is your best bet. AppleCare Plus is Apple's personal 'we'll fix it' service and covers things like screen repair and battery diagnostics.
If you didn't opt for AppleCare Plus when you originally purchased your device, or within 60 days of purchasing, the cost to repair your iPhone will be more expensive but it can be done. It's important to remember AppleCare Plus is only valid for iPhones for two years from the date of purchase.
Repairs vary in price based on the model of the Apple device you need fixed, what exactly needs repairing and the severity of the damage. Alternatively, you can take your cracked iPhone screen to an authorised Apple repair technician.
Samsung device repairs
For Samsung users, Samsung Care Plus is what you're after in the event your mobile phone, tablet, wearable or smartwatch stops functioning. Samsung offers 24/7 chat support and 24-hour turnaround for eligible repairs for greater convenience.
Samsung Care Plus is a priced add-on for swapping your eligible Samsung device with a new, refurbished model, regardless of the condition. It also entitles customers to diagnostic testing, device cleaning and screen and battery replacements by certified Samsung technicians with genuine Samsung parts.
Unlike other telcos, pricing for Samsung repairs depends on how many years you want to subscribe instead of a recurring monthly payment. It also differs per device, for example subscribing to Samsung Care Plus for the Galaxy Z Flip 5 or Z Fold 5 series for a whopping $399 and for a swap fee it will set you back $299. A detailed list of prices can be found here on the Samsung website.
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