In the case of accidental damage, loss, theft or malfunction (after the manufacturer's warranty expires), call Brightstar's Customer Care Center at 1-888-399-5296. 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)
Pay Deductible & Receive Replacement Handset
If your claim is approved, you will be directed to a participating Carolina West Wireless location to pick up your replacement handset within 60 days. A deductible will be collected based on the make and model of the handset, ranging from $65 to $200 (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 Handset 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.