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Devices
1. What is the CIK thirty (30) day standard warranty?
CIK provides a standard 30 day warranty policy for all monthly subscription customers.
For whatever reason, service can be canceled within 30 days from the service activation date. The purchased hardware will be fully refunded (If returned within 7 days from the cancellation request in the original package). Any one-time charge such as a processing fee, activation fee, installation fee, upgrading fee, shipping fee, or a Bell/Rogers DMC charge is non-refundable and will be charged at full amount if waived or discounted. A fixed monthly service fee will be waived and variable charges such as long distance, usage charge or Pay Per View charge will be charged based on usage at a normal rate.
This policy only applies to new customers only who install CIK service at the first time. It doesn't apply to a service reactivation in the same address or a DSL/Cable Conversion or customer moving to a new address.
2. What is the CIK standard hardware warranty?
From January 1st, 2011 all of CIK hardware must be received from CIK (Rental or No-Rental/Purchase), if it is required for using a CIK service. And all customers receive a life time warranty for all hardware purchased as long as customer keeps using CIK service. We provide complete end-to-end support for the hardware we provide during the life-time of your subscription with us.
Any defective hardware will be replaced free of charge (Broken hardware due to physical damage are not included in this warranty).
3. CIK Service General Terms and Agreement?
4. How do I refer CIK service to my friends?
5. What are the local office addresses and hours of operation?
6. What should I do if haven’t received my device(s)?
The device(s) will be shipped once the activation date is confirmed. If you have not yet received an activation confirmation email or SMS, please allow five to seven days from the date your order payment was received for the confirmation notice to arrive.
Once the device(s) has been shipped, a tracking number will be provided via email. You can monitor the shipping status through
www.canadapost.ca or
www.purolator.com.
If the status indicates the package has been delivered but you have not received it, please check your community mailbox to see if it was delivered there.
If the package cannot be located, kindly contact our Customer Service Department to request a replacement. We will also follow up with the carrier to investigate the original package.
7. Can I request a credit if have a problem with my service?
If, as a result of a CIK network issue, your CIK service was not working for 48 hours or more, a credit for the downtime will be automatically credited to your account. Credit will not be issued if the problem is caused by a customer-side reason such as an issue with a computer, a router or on-site wiring situation. The credit amount will be given after the issue is fixed. For internet slow speed or unstable issues, usually a credit will not be given as it is hard to estimate the downtime.
8. If I reactivate my CIK service using previously-owned CIK equipment, would this equipment still have a CIK hardware lifetime warranty?
When your service was cancelled, the equipment has been treated as demolished and no longer warrantied. When you reactivate the service using this equipment, they are treated as your own equipment and no longer under the CIK standard hardware lifetime warranty.
9. If I have previously cancelled my CIK service and now want to sign up again as I am aware of a new promotion, what are the conditions?
Every new CIK customer is given a one-time large discount when signing up, and if you cancelled the service and wish to reactivate the service at the same address, the promotion can only be offered after 6 months from the previous cancellation date. If you just purchased a property or just moved in to a new home, we would ask you to provide a property purchase term or a rental agreement, and upon approval, you would be eligible for the latest promotion.
