Effective August 1st, 2019 all claims for replacement due to accidental damage, loss, theft or malfunction (after the manufacturer's warranty expires), must be initiated by contacting Brightstar's Customer Care Center at 1-888-399-5296 or online at https://carolinawest.brightstarprotect.com./. Claims for repair follow the same process.
There is no longer a need to visit a Carolina West Wireless retail location to initiate a claim or receive a replacement device. All device replacements and / or repairs will be administered through Brightstar.
Claims must be reported within 60 days of the incident and proof of loss and/or ownership must be provided, if requested. Only the account holder may file the claim.
Please have the following information ready:
- Your wireless phone number
- The account holder's billing address
- Wireless phone manufacturer/model and unique serial number also called an ESN or IMEI
- Date, time, location and detailed description of the incident
- Police report number (if theft occurred)
Repair and Replacement
If your claim is approved for replacement device, Brightstar will ship the replacement directly to you. Deductibles apply and range from $79 to $399 depending on the new retail value of your device.
If your claim qualifies for a repair, Brightstar will notify you of the walk-in, mobile, or mail-in options available to you. Deductibles apply and range from $49 to $199 depending on the repair needed.
Please visit http://carolinawest.brightstarprotect.com/ for handset model specific information.
Please keep the receipt, original box, manual and all packaging materials for warranty purposes. For further information on the SmartPROTECT Device Protection Program and/or to print a brochure to file your claim, please visit http://carolinawest.brightstarprotect.com/.
Call Carolina West Wireless Customer Care
If your handset was lost or stolen, call Carolina West Customer Care at 1-800-235-5007 to suspend your service and protect yourself against unauthorized use of your account. If your handset was stolen, file a police report where the theft occurred. This report number may be required to process your claim.