extended-warranty-mobile

HKT Extended Warranty Service ("Service / "Extended Warranty") is provided by a member of the HKT Group (being HKT Limited and its subsidiaries, which may include, but not limited to, Hong Kong Telecommunications (HKT) Limited, CSL Mobile Limited and PCCW Media Limited ("Company," or "we", or “us”). The Company has arranged Bolttech Device Protection Hong Kong Limited ("bolttech") as its service provider to manage and deliver the Service.

By subscribing the Service, you agree to comply with all the terms and conditions relating to the Service, including these Terms and Conditions and those terms and conditions as set out in the application form, sales invoice or other relevant documents in relation to the Service you have subscribed ("EW Contract").

The Service will only cover one (1) designated eligible Device as indicated on your EW Contract, which must be a brand new Device which you have purchased from the Company ("Device") at a designated retail store, which Device must be used in the Hong Kong SAR (“Hong Kong”), solely for your household and personal use.

The Service must be subscribed within thirty (30) days from the date of your purchase of the Device. You may be required to provide the original HKT Sales Memo of the Device and/or any other documents as we may require for verification purposes, including but not limited to when subscribing to the Device and when exercising any benefit under the EW Contract.

The effective date of the Extended Warranty period under the Service is one (1) year / two (2) years (or any other period as specific in your EW contract) (“Extended Warranty Period”) shall be immediately after the expiry date of the original factory warranty provided by the manufacturer ("Manufacturer") of the Device ("Manufacturer’s Warranty").

How To Activate the Service Plan

1. By Redemption

You will receive the service activation code within around five (5) working days after service activation (i) in your 1O1O / csl App “My Wallet & Rewards > Offers and Rewards > Rewards” (applicable for 1O1O or csl customers) or (ii) in your My HKT App “My Wallet” (applicable for NETVIGATOR, HKT Home Phone or Now TV customers) or (iii) by SMS.  Each service activation code can only be used ONCE, to redeem the Service for one designated eligible Product.  Please follow the instructions to register within thirty (30) days upon receiving activation code.  Upon successful registration, you will receive a confirmation email from bolttech.

To enjoy the Service, customers can access the Company’s designated redemption website (powered by bolttech): https://hkt-device.bolttech.hk/, type in the service activation code as shown on your App Wallet or SMS.  By using the Company’s website, you agree and acknowledge that the Company may be collecting certain personal data.  For details, please refer to the Company’s relevant Personal Information Collection Statement and the HKT Group’s Privacy Statement (available at HKT Home page at www.hkt.com).

The Device must be a newly purchased Device from HKT (where your device meets our specific requirements) and the purchase of the Contract must be made within thirty (30) days from the date of the purchase of the Device. You are required to complete the registration of the Device to render it a “Registered Device” includes completion of verification process online, whereby you will be asked to provide the IMEI number of the Device. You will not be eligible for any Service Request if your Device is not properly registered.

Scope of Service Plan

2.1 Extended Warranty Service

During the Extended Warranty Period, you are eligible for an unlimited number of repair services with an unlimited repair value and/or one time-replacement service (one-time replacement service is only offered where the Product cannot be repaired or is Beyond Economic Repair (BER)). Repair services and/or one-time replacement service are only provided for inherent mechanical and electronic defects and/or failures of the Product and shall not exceed the scope of the Manufacturer’s Warranty.

If the failure of the Registered the under repair is not due to inherent mechanical and electronic defects and/or failures of the Registered Device, the Company or bolttech will nonetheless cover the inspection fee but the Company or bolttech shall not be liable to service or bear the cost of the actual repair. If you decide to proceed with any suggested repair after the inspection, you shall bear the repair cost separately. The Company and bolttech will not be responsible for any costs incurred beyond the inspection.

For necessary repair requests during the Extended Warranty Period, you are required to present the relevant sales memo for the Registered Device from the Company, the relevant application form for the Service from the Company, and such other documents as the Company or bolttech may request. 

2.2 Screen Replacement

You are eligible for Screen Replacement service once a year to replace the screen of your Registered Device during the EW Contract period. For each Screen Replacement, you will be required to pay a Screen Replacement fee of 3% of the recommended retail price of the Registered Device at the time of the service.

2.3 Battery Replacement

You are eligible for one (1) time battery replacement during the first year of the Extended Warranty Period as Extended Warranty Period requested by You for the replacement of battery where the battery capacity of the Registered Device to hold an electrical charge is less than eighty percent (80%) of the battery’s original specification. For battery replacement request, you are required to present the relevant repair report and other supporting documents to show the battery capacity of your Registered Device as the Company or bolttech may request.

Other Key Conditions

3.1 Beyond Economic Repair

In the event that the Registered Device is Beyond Economic Repair (BER) (meaning that the cost of repair exceeds 85% of the Registered Device's recommended retail price) or where there is unavailability of spare parts for repair, you shall be entitled to one (1) replacement of the Registered Device. For such replacement will be limited to 100% of the Registered Device’s recommended retail price you shall be responsible for paying the difference between the purchase price of the replacement new Device. Upon replacement of the new Device, the Service shall automatically terminate.

3.2 “DOA” or “Dead on Arrival”

In the event that the Registered Device (i) being purchased and not taken immediately from a designated retail store of the Company, and which is later delivered to you; (ii) upon delivery is found to be completely inoperative; and (iii) is immediately returned to the Manufacturer for replacement. The Service shall continue to cover the replacement Device you subsequently obtain, provided that you notify the Company and bolttech in writing of the details of the replacement Device within 30 days from the date of your receipt of the replacement Device. The replacement Device shall then become the Registered Device covered under the Extended Warranty you purchased from the Company.

4. Exclusions

For the avoidance doubt and regardless of any provision in the Service, the scope of repair and/or replacement services provided by the Service shall be limited to inherent mechanical and electronic defects and/or failures of the Registered Device and shall not exceed the scope of the Manufacturer's Warranty. The following items are not covered by the Service,

Covered by the Manufacturer's Warranty, any other maintenance or warranty, or any other effective maintenance plan.

Registered Device damage caused by violation of the Manufacturer's Warranty, abuse, negligence, illegal use, and/or abnormal use.

Regular wear and tear, breakage, or gradual aging of the Registered Device.

Replacement of or support for data, software, music etc. i.e., any data stored on the Registered Device.

Replacement of any consumable items or accessories like chargers, headphones, etc.

Damage to any electronic data and/or Registered Device software/operating system, storage media, data/records or similar intangible items and damage to the SIM card/memory card of the Registered Device not caused by manufacturing defect.

Damage to the appearance of the Registered Device, such as paint peeling, surface wear and tear, dents, or scratches.

Any defects that lead to the manufacturer's Registered Device recall.

Any fraudulent or deceptive service requests discovered by the Company.

Confiscation, detention, destruction, or requisition by customs, police, any government or public agency, or authority due to prohibited items, stolen goods, or due to illegal acts or activities or for any other reason.

Serious defects caused by common reasons for component failure.

Repair costs incurred by any unauthorised repairer.

Any form of loss or inability to trace the Registered Device, or any consequential or incidental loss suffered as a result of the Registered Device.

Any repairs carried out on the Registered Device by unauthorized personnel before reporting the fault, or if the Registered Device has been repaired by non-authorised personnel.

Malfunctions caused by nuclear reactions, nuclear radiation, or radioactive contamination.

Malfunctions caused by overload, experimentation, or abnormal testing of the Registered Device.

Any defects, deficiencies, cracks, or local fractures that gradually form and may require repair or replacement of affected components in the future.

Aging, wear and tear, damage or scratches caused by external forces, or natural wear and tear caused by normal use or long-term exposure.

Damage caused by any intentional act on the Registered Device, including but not limited to incorrect installation or incorrect setup.

Any malfunctions caused by accidents, fires, floods, natural disasters, terrorism, or voltage surges.

Damage caused by accidental or intentional physical or liquid damage to the Registered Device, Device explosion or theft, liquid spillage, corrosion, animal and insect infestation.

Any malfunction, damage or defects not arising from inherent mechanical and electronic defects and/or failures of the Registered Device .

Any failure of the Registered Device to operate as a result of problems with respect to the network infrastructure, Your network subscription or similar service issues.

5. Termination

If the EW Contract is terminated for whatever reason prior to the expiry of the Extended Warranty Period, you shall not be refunded any service fee paid under the EW Contract (whether you are subject to monthly or one-off payment of service fees under the EW Contract); and if you are subject to monthly payment of service fees under the EW Contract, you will be required to pay an early termination charge, which is the sum of the remaining monthly services fees within the Extended Warranty Period for the Service, whereby less than one (1) calendar month shall be regarded as one (1) full month for calculation purpose.

The EW Contract will be automatically terminated after the Registered Device is replaced due to Beyond Economic Repair (BER) or the Registered Device cannot be repaired or upon the expiry of the Extended Warranty Period. There will be no extension of EW Contract under any circumstances.

The Company will not assume any responsibility related to the Service provided by bolttech as the Company’s service provider or any matters arising there from or related to. Any disputes or complaints related to bolttech’s provision of services shall be submitted to bolttech and solely handled by bolttech. In case of any dispute regarding the terms and conditions of the Service, decisions made by the Company will be final and binding.

Service Request Process

6.1 Extended Warranty Service and Battery Replacement

For Extended Warranty Service and Battery Replacement service requests, you are required to notify bolttech by email or calling the hotline within seven (7) business days of the occurrence of the failure to the Registered Device within the Extended Warranty Period. Otherwise, the Company reserves the right to refuse the service request. You must raise the service request with the Authorized Repair Centre directly to arrange inspection and repair services. You will first be charged for inspection, repair, and any service fees by the Authorized Repair Centre upon completion of the repair. Subsequently, you can contact bolttech by email or calling the hotline for cost reimbursement by providing the receipt issued by the Authorized Repair Centre.

6.2 Screen Replacement

For Screen Replacement service request, you are required to make a request by email or calling the hotline and pay the service fee (as defined in clause 2.2 above) when you submit the service request. We will use reasonable endeavors to replace the screen of your Registered Device. We endeavor to complete the Screen Replacement journey from collection to delivery after Screen Replacement within the below timeframes:

Selected location Hong Kong Island, Kowloon and New Territories means a residential or office address that our dedicated logistics providers will be able to provide on-demand logistics service. This is subject to the on-demand serving area availability by our dedicated logistics providers. Please contact our hotline for details (see below).

Longer collection and delivery times may apply in the case of adverse weather conditions or other events outside our control. We will not be liable for any delay or failure in collecting the Registered Device from you or delivering the Registered Device after Screen Replacement to you where such delay or failure is caused by an event outside our control and no refund of any subscription or other fees will be made in the event of such delay or failure.Longer Screen Replacement time may be required depending on screen availability, or we and our service provider’s requests for information from you including to access your phone, such as unlocking password, unlocking activation lock etc.a

All data stored in your Registered Device may be lost or deleted after the repair service. Such data includes, but not limited to, Phone Book, SMS, MMS, Photo, Downloaded Ring Tone, Calendar, any Apps, To Do List. Before handing over your Registered Device to our courier or bolttech service agent for service, we strongly recommend that you should, at your own costs (if any), create and store a separate backup copy of your data or information stored in your Registered Device and disable any security passwords. You acknowledge and agree that data or information may be altered or deleted from your Registered Device during Extended Warranty repair or Screen Replacement. The Company and bolttech shall not be responsible or liable for any data stored on your Registered Device that is lost, altered, deleted, or is otherwise inaccessible after Extended Warranty repair or Screen Replacement.

During Screen Replacement, the repair agent may require access to your Registered Device and the data stored in your Registered Device may be lost. The replaced part(s) is/are non-returnable. The Company and bolttech reserve the right to reject any request for written or verbal report in relation to the Extended Warranty repair or Screen Replacement of your Registered Device. You acknowledge and do not object to the fact that we and our service provider do not warrant any uninterrupted or error-free operation of your Registered Device and is not under any obligation to support your Registered Device for all operating environments, including but not limited to, compatibility with all current and/or future versions of software or hardware, after the Extended Warranty repair or Screen Replacement.

General

The Company may change any terms and conditions related to the Service at any time without prior notice. In case of discrepancies between the English and Chinese versions of the EW Contract, the English version shall apply and prevail.

For service request or inquiries regarding the Service, please call the bolttech hotline at +852 5803 2496 (Office hours: Monday to Saturday, 9:00 am to 6:00 pm; excluding Sundays and public holidays) or email to device.support@bolttech.hk.