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InstaCover Extended Warranty FAQ

What is InstaCover Replace Plus Program?


InstaCover Replace Plus program is an after-sales service program offered to InstaCover customers, which allows the customers to swap the enrolled device for any eligible reasons (subject to the applicable InstaCover Terms and Conditions). For information, please refer to the program Term & Conditions.




How many times can I swap my phone?


You can make one (1) swap service request until your subscription period ends, starting from the date of enrolment.




Do I need to pay for anything for the Service Request?


For each service request permitted under these terms you will need to pay the Service Request Fee set out in the table below based on the Tier of your enrolled device.




What should I do if I want to make a swap service request?


You may make a service request by contacting our friendly customer representative at instacover@compasia.com which operates from Monday to Friday ( Business days – Excluding Selangor and National Public Holidays ), from 9.00am to 6.00pm




How do I pay for the service request fee?


The service request fee is payable via online bank-in prior to receiving your replacement device ( Like-for-Like Mobile Device)




What should I do once my device has been accepted for swap & warranty defect request?


  1. Ensure that you have done your back up and removed the sim card from the phone
  2. Deactivate Apple / Google ID & Remove Passcode
  3. Factory Reset the device.




Service Description


InstaCover Replace Plus Service Request Program includes the ability to request
a Like For Like Mobile Device in exchange for your Registered Device if your Registered Device is in your possession (a Swap) (the Programme)




Do I get a brand-new phone for my swap request?


Like for Like Mobile Device means a mobile device, compared to the enrolled device, that:

  • may be new or pre-owned
  • is of similar kind, quality and functionality
  • if it is pre-owned, it may contain original or non-original manufacturer parts
  • has same or greater memory
  • may be a different make, model or colour
  • has a different IMEI
  • does not include any device accessories.




When will my device be delivered once I paid the service request fee?


The delivery of a Like for Like Mobile Device will be via Courier on a Delivery Day. Delivery times are set out in the table below subject to any extensions as may be required:

  • for force majeure events
  • where the Courier delays such delivery
  • or where CompAsia deems it necessary to perform additional verifications relating to your Service Request.




Contracted Service Partner


  • Line Clear
  • Tahira
  • GDex
  • Compasia In House Despatch




What happens if my device has a warranty defect?


You may make a service request by contacting our friendly customer representative at instacover@compasia.com which operates from Monday to Friday ( Business days – Excluding Selangor and National Public Holidays ), from 9.00am to 6.00pm




What is device warranty defective?


Device warranty defective means your device stops working or doesn’t work properly without any cause of physical or liquid damage.




How soon will I get my functional device? ( against warranty defect )


InstaCover will arrange for the defective device to be collected from you. The device will be sent to the service partner for device diagnosis. Once confirmed the cause of the malfunction is due to warranty defect; the functional device will be returned to you within 7 working days




What is covered under device warranty?


Parts that are covered under warranty are:

  • Home Button
  • Touch Screen Sensor
  • Eye Recognition
  • Thumb Print Recognition
  • Audio
  • Keypad & Side Switched
  • Mic
  • Printed Circuit Board




What is not covered under device warranty?


Device warranty does not cover below scenario:

  • Accidental damage (including cracked screens and water damage)
  • Damage caused by misuse
  • Damage cause by modification of phone
  • Damage from a third-party component





 

InstaCover Replace Plus FAQ

What is InstaCover Replace Plus Program?


InstaCover Replace Plus program is an after-sales service program offered to InstaCover customers, which allows the customers to swap the enrolled device for any eligible reasons (subject to the applicable InstaCover Terms and Conditions). For information, please refer to the program Term & Conditions.




How many times can I swap my phone?


You can make one (1) swap service request until your subscription period ends, starting from the date of enrolment.




Do I need to pay for anything for the Service Request?


For each service request permitted under these terms you will need to pay the Service Request Fee set out in the table below based on the Tier of your enrolled device.




What should I do if I want to make a swap service request?


You may make a service request by contacting our friendly customer representative at instacover@compasia.com which operates from Monday to Friday ( Business days – Excluding Selangor and National Public Holidays ), from 9.00am to 6.00pm




How do I pay for the service request fee?


The service request fee is payable via online bank-in prior to receiving your replacement device ( Like-for-Like Mobile Device)




What should I do once my device has been accepted for swap & warranty defect request?


  1. Ensure that you have done your back up and removed the sim card from the phone
  2. Deactivate Apple / Google ID & Remove Passcode
  3. Factory Reset the device.




Service Description


InstaCover Replace Plus Service Request Program includes the ability to request
a Like For Like Mobile Device in exchange for your Registered Device if your Registered Device is in your possession (a Swap) (the Programme)




Do I get a brand-new phone for my swap request?


Like for Like Mobile Device means a mobile device, compared to the enrolled device, that:

  • may be new or pre-owned
  • is of similar kind, quality and functionality
  • if it is pre-owned, it may contain original or non-original manufacturer parts
  • has same or greater memory
  • may be a different make, model or colour
  • has a different IMEI
  • does not include any device accessories.




When will my device be delivered once I paid the service request fee?


The delivery of a Like for Like Mobile Device will be via Courier on a Delivery Day. Delivery times are set out in the table below subject to any extensions as may be required:

  • for force majeure events
  • where the Courier delays such delivery
  • or where CompAsia deems it necessary to perform additional verifications relating to your Service Request.




Contracted Service Partner


  • Line Clear
  • Tahira
  • GDex
  • Compasia In House Despatch




What happens if my device has a warranty defect?


You may make a service request by contacting our friendly customer representative at instacover@compasia.com which operates from Monday to Friday ( Business days – Excluding Selangor and National Public Holidays ), from 9.00am to 6.00pm




What is device warranty defective?


Device warranty defective means your device stops working or doesn’t work properly without any cause of physical or liquid damage.




How soon will I get my functional device? ( against warranty defect )


InstaCover will arrange for the defective device to be collected from you. The device will be sent to the service partner for device diagnosis. Once confirmed the cause of the malfunction is due to warranty defect; the functional device will be returned to you within 7 working days




What is covered under device warranty?


Parts that are covered under warranty are:

  • Home Button
  • Touch Screen Sensor
  • Eye Recognition
  • Thumb Print Recognition
  • Audio
  • Keypad & Side Switched
  • Mic
  • Printed Circuit Board




What is not covered under device warranty?


Device warranty does not cover below scenario:

  • Accidental damage (including cracked screens and water damage)
  • Damage caused by misuse
  • Damage cause by modification of phone
  • Damage from a third-party component





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CompAsia Sdn Bhd

+603 7931 3417

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No 4A, Jalan 19/1,
46300 Petaling Jaya, Selangor, Malaysia.

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