HKT Extended Warranty Service

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 product as indicated on your EW Contract, which must be a brand new product which you have purchased from the Company ("Product") at a designated retail store, which Product must be used in the Hong Kong SAR (“Hong Kong”), solely for your household and personal use.

The Service must be subscribed within 30 days from the date of your purchase of the Product. You may be required to provide the original HKT Sales Memo of the Product and/or any other documents as we may require for verification purposes, including but not limited to when subscribing to the Product 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 Product ("Manufacturer’s Warranty").

You will receive the service activation code within around five (5) working days after service subscription (i) in your My HKT App “My Wallet” (applicable for NETVIGATOR, HKT Home Phone or Now TV customers) or (ii) in your 1O1O / csl App “My Wallet & Rewards > Offers and Rewards > Rewards” (applicable for 1O1O or csl 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 30 days. Upon successful registration, you will receive a confirmation email from bolttech.

To enjoy the Service, customers can access to the Company’s designated redemption website (powered by bolttech), 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).

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

During the Extended Warranty Period, the Service provides product repair and/or one-time replacement services (one-time replacement service is only offered where the Product cannot be repaired or is Beyond Economic Repair (BER)), which must be carried out in Hong Kong. If a failure occurred to the Product within the Extended Warranty Period, you may enjoy an unlimited number of repair services with a total repair value not exceeding 125% of the Product’s recommended retail price ("Maximum Repair Value"). Repair services and/or one-time replacement services 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, and any repair service costs exceeding the Maximum Repair Value shall be borne by you separately. The Company and bolttech shall not be liable for such additional costs. 

If the failure of the Product under repair is not due to inherent mechanical and electronic defects and/or failures of the Product, the inspection fee shall be deducted from your Maximum Repair Value but the Company or bolttech shall not be responsible for repairing the Product nor bear the cost of the actual repair. However, if you decide to proceed with any suggested repair after the inspection, you shall bear the repair cost separately (such repair cost will not be deducted from your Maximum Repair Value). The Company and bolttech will not be responsible for any costs incurred beyond the inspection. 

“DOA” or “dead on arrival” refers to the Product (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 product you subsequently obtain, provided that you notify the Company and bolttech in writing of the details of the replacement product within 30 days from the date of your receipt of the replacement product. The replacement product shall then become the Product covered under the Extended Warranty you purchased from the Company.

In the event that the Product is Beyond Economic Repair (BER) (meaning that the cost of repair exceeds 85% of the Product's recommended retail price) or where there is unavailability of spare parts for repair, you shall be entitled to one (1) replacement of the Product. If during the Extended Warranty Period your Maximum Repair Value is insufficient to cover the purchase price of a replacement new product, you shall be responsible for paying the difference between the purchase price of the replacement new product and your Maximum Repair Value. If there is remaining balance of Maximum Repair Value after replacement, there will be no refund of the price difference. Upon replacement of the new product, the Service shall automatically terminate. 

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 Product and shall not exceed the scope of the Manufacturer's Warranty. The following items are not covered by the Service:

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

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

3. Regular wear and tear, breakage, or gradual aging of the Product.

4. Replacement of any consumables or accessories, such as power cords, transformers, casings, batteries, remote controls, covers, etc.

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

6. Any defects that lead to the manufacturer's product recall.

7. Any fraudulent or deceptive service requests discovered by the Company.

8. 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.

9. Serious defects caused by common reasons for component failure.

10. Repair costs incurred by any unauthorised repairer.

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

12. Any repairs carried out on the Product by unauthorised personnel before reporting the fault, or if the Product has been repaired by non-authorised personnel.

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

14. Malfunctions caused by overload, experimentation, or abnormal testing of the Product.

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

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

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

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

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

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

You are required to notify bolttech by email or calling the hotline below within seven (7) business days of the occurrence of the failure due to inherent mechanical and electronic defects and/or failures within the Extended Warranty Period. Otherwise, the Company reserves the right to refuse the service request. You must raise the service request with the Manufacturer directly to arrange on-site inspection and delivery repair services. You will be charged for inspection, repair and delivery service fees by an on-site authorised technician of the Manufacturer after completion of the repair. The Company shall be responsible for the applicable costs of on-site service and delivery repair service which shall be deducted from your Maximum Repair Value. Any costs exceeding the Maximum Repair Value shall be borne by you separately. You can then contact bolttech for the applicable cost settlement. 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. 

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 Product is replaced due to Beyond Economic Repair (BER), if no repair limit remains, 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.

Subject to Paragraph 17 above, in case of any dispute regarding the terms and conditions of the Service, decisions made by the Company will be final and binding.

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.