Order process

All requests from CTAs (Client Technical Authorities) and AAs (Authorized Administrators) for new activations, renewals, number transfers, wireless devices, and accessories will be fulfilled directly through TELUS. Contact your TELUS Wireless Account Manager to walk you through account set up, order submission, billing and support requests and to gain access to the secure web portal which serves as the single source for online ordering, service requests, and account management.

Bulk/Special Orders

All requests from CTAs (Client Technical Authorities) and AAs (Authorized Administrators) for Bulk/Special orders may be submitted through the dedicated email address GOC-GDC@telus.com. Bulk/Special order form is available on the Secure Web Portal under the "Bulk Order" download link. ***Please note, all "Special Orders" submitted must be accompanied by an applicable document of approval from PWGSC. Please contact your TELUS Representative for PWGSC contacts and procedure.

Device Repair Program (In Warranty Period)

Voice only devices (PCS Cell Phones and Mike Phones): Clients will receive a similar type loaner device to use while their own device is in the repair process.

Data Devices (Smartphones, Internet Keys, etc) : Clients will receive an identical replacement device exchange at no additional charge(*Subject to inspection of original returned device)

* If a returned device is found to be defective due to non warranty related causes (Abuse, water damage, etc) The client will be contacted, and the full cost of the replacement device provided by TELUS will be charged to the clients hardware account and invoiced for immediate payment.      

 

	Repair Service Fee	Repair/Replacement Terms/Charges
Defective On Arrival: Within 30 days of purchase	$0**	Return your defective device,  in original packaging, for immediate exchange for a new device (same model only) at no additional charge. (***Subject to inspection of original returned device.)
In Warranty: Between 30 days and within one year of purchase (pending no physical damage)	$0**	$0 - In Warranty Repair	Repair charge covered by manufacturer warranty.
		Repair Quote - Out of Warranty Repair	Manufacturer determines device defects is not covered by warranty.  Repair quote issued.
		$225 - $300*** - Unrepairable	Manufacturer determines that device is unrepairable.  Client has the option to redeem a renewal offer (if eligible) or purchase a recertified device (pending availablity)
Out of Warranty: Over one year from date of purchase or physically damaged device	$25**	$150 repair pre-approval	Client must pre-approve repair charge of $150.  Quote issued for repair if above approval amount.
		$225 - $300*** - Unrepairable	If product is deemed unrepairable, client has the option to redeem any renewal offer (if eligible) or purchase a recertified device (pending availability)
Unrepairable*	$25**	$225 or $300*** - Unrepairable	Product deemed unrepairable.  Client has option to redeem a renewal offer (if eligible) or purchase a recertified device (pending availability)