Remember to ask for Device Care Insurance coverage when you are purchasing phones from us!
Why Device Care, Device Care Plus and Extended Care?
It is hassle free, fast and no hidden cost. All repair is done by the authorised service repairer only. In the event if the repair is beyond economic reasons, we will offer you a similar device as a replacement. (Subject to approval and Service Plan purchased)
Benefit of Device Care, Device Care Plus and Extended Care
Device Care covers the repair cost for replacement of the screen. Each purchase entitles the buyer to be covered for 1 time repair.
Device Care Plus covers the repair cost for the phone in the event of accidental damage or liquid damage up to the retail selling price of the unit, or replacement. Each purchase entitles the buyer to be covered for 1 time repair/ replacement.
Extended Care is an extended warranty for the phone, covering from the 13th to 24th months. The coverage excludes battery and general wear and tear. Repair of the phone, and total repair cost is capped at the phone retail selling price.
Device Care, Device Care Plus and Extended Care are all backed by an insurance policy from AAA Rated Insurer. No cash payment is required by the buyer upfront at the ASR. All repairs made by brand / our authorised service repairer in Singapore.
Where is Device Care, Device Care Plus and Extended Care available and where can I purchase it?
Device Care, Device Care Plus and Extended Care are available at Mobile Square retail outlet located at #02-98, Far East Plaza.
What Brands of phones are protected?
All brands of phones are protected and the repairs made by brand / our authorised service repairer in Singapore unless otherwise stated.
How much is the subscription fee customers need to pay?
There is no subscription fee or admin fees for Device Care, Device Care Plus or Extended Care.
What phones are eligible?
Device Care covers all phones within 12 months of original manufacturer warranty.
Device Care Plus and Extended Care covers only new phones. (New phones include mainly phones purchase within 30 days from date of delivery (for online purchase) or date of purchase (for retail purchase) and with a valid original manufacturer warranty).
What documents are required during sign up?
- Phone purchase invoice with IMEI number
- Phone warranty information
- A photo of the phone with IMEI number display on screen
I have 2 phones; can I purchase only 1 Device Care, Device Care Plus or Extended Care plan?
Each Device Care, Device Care Plus or Extended Care cover 1 device (identified by 1 IMEI).
Can I get refund?
Once the plan is purchase and approved, no refund/pro-rate will be allowed.
In the event when my phone is damaged, what should I do?
Always contact our customer service hotline from Mon – Fri between 9am – 6pm at 6229 5833 or drop us an email at firstname.lastname@example.org to arrange for repair. If you are not sure on whether your damage is covered by Device Care, Device Care Plus or Extended Care, please contact our customer service for assistance. This is to ensure that there is no service charge to you in the event of a repair which is covered by Device Care, Device Care Plus or Extended Care.
Customer do not have the - phone purchase invoice
Please approach the retailer which you purchase your – phone to provide you with a copy of the invoice which also shows the phone IMEI number.
Take a screenshot showing the IMEI and warranty start date. iOs – Go to Settings > General > About (scroll down to find the IMEI)
Android – Go to Settings > About > Status
How to register?
Our retail staff will assist you in the registration process.
How can I file a claim?
The below steps are required. Where the phone is covered by Device Care, Device Care Plus or Extended Care, there is no cash payment required by the customer during repair or at (brand/or) authorised service repairer.
In the event of a Claim, please do follow these 4 simple steps for your submission:
- Visit https://v2y.si/claims to notify your claim request with the required supporting documents (Incident report & damage picture)
(Claims without being logged into our claims page or was not notified to us within 3 business days of the incident will not be processed and will be declined).
- Once verified, we will contact you and will direct you to the respective (brand/our) Authorised Service Repairer of choice for repair.
- On the appointed date please bring your device to the (brand/our) Manufacturer’s Authorised Service Repairer.
- Once repair is completed, you will be contacted for the collection of your device.
Can it be monetary claims?
No monetary claims are covered under this plan.
Are Device Care, Device Care Plus or Extended Care transferable?
No, all plans are non-transferable.
If it is due to manufacturer’s recall, you must submit to us manufacturer’s delivery receipt and serial number of the new product within 7 days of the replacement. All amounts paid for Device Care, Device Care Plus or Extended Care are not refundable in any circumstances.
Can I send my phone to any service - repairer directly?
No, you have to file your claims online first and our customer support team will contact you to arrange your phone repair. (Refer to how do I file a claim)
How long is the repair will take place?
On an average, phones are usually repair within the same day or -3 days depending on crowd level and the part availability.
My LCD screen is not working after repair
Replacement screens have a standard warranty of between 1 – 3 months by (brand /our) authorised service -repairer. Further, you can still purchase Device Care to cover your phone screen as long as the phone still has a valid 12 months manufacturer warranty.