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Screen Repair Enterprise FAQ
What is a Screen Repair service?
With our Screen Repair service, your mobile phone screen will be repaired or replaced.
Take note, however, that if other damages are found on your mobile phone, your mobile phone will not be eligible for the Screen Repair service.
How much does it cost to repair the mobile phone screen?
A Screen Repair service will cost $99 for iPhone and Samsung mobile phones or S$299 for mobile phones which have a folding screen and a recommended retail price of S$2,301 or higher (as at date of launch by StarHub).
To access this service, you need to be an active SmartSupport subscriber.
Payment will be accepted in all forms of credit or debit cards (Amex, Mastercard, Visa).
Is there a warranty period for the Screen Repair service and what does it cover?
Yes, each successful Screen Repair service comes with a free 12 months warranty for any manufacturing malfunctions or defects that starts from the date of return of your mobile phone to you. Do note that manufacturing malfunctions or defects does not include battery degradation.
For a warranty request, simply download and fill the Screen Repair form and email it to screenrepair_starhub@asurion.com.
Eligibility
How many times can I use the Screen Repair service?
You can access the Screen Repair service once every 12 months.
I am already a SmartSupport subscriber. What else do I need to do to sign up for the Screen Repair service?
Nothing. Access to the Screen Repair service is automatically available to all SmartSupport subscribers with no subscription required.
I am a StarHub mobile subscriber, but I do not have SmartSupport. Can I also access Screen Repair service?
All you need to do in order to access this service is to be an active SmartSupport subscriber.
What are the mobile phones eligible for the Screen Repair service?
The Screen Repair service is available for all iPhone and Samsung mobile phones.
Screen Repair Request
How do I make a Screen Repair request?
Step 1: Download and fill the Screen Repair form.
Step 2: Email the Screen Repair form to screenrepair_starhub@asurion.com and our agent will follow up with you.
When will my repair request be processed?
Screen Repair requests are processed Mondays to Saturdays, 9am to 6pm. An agent will contact you to verify your details. Once your Screen Repair request is accepted, we will arrange for pick-up and return of your mobile phone to your registered business address.
Do I have to be present to hand over and receive the mobile phone sent in for the Screen Repair service?
Yes. To protect your privacy and security, please ensure that either the company authorised officer or the mobile user (as stated in the screen repair request form) is present during pick-up and return of the mobile phone with the following documents:
- Valid proof of identity
- Staff ID or business card
- Original stamped copy of the screen repair request form or a copy of company’s Business Profile (dated within 1 month for new customer or 6 months for existing customers) from the Accounting and Corporate Regulatory Authorities of Singapore (ACRA)
What should I do before I hand over my mobile phone for the Screen Repair service?
To protect your personal information and for subsequent data restoration, please remember to back up your phone’s contents and perform the following steps before handing it over to our designated courier.
Step (1): Delete all user content and data from your phone
Step (2): Disable all activation locks (eg. FMiP), personal security pins, and passwords from your phone
Step (3): Perform a factory reset
It’s very important to make sure that any important information is backed up, as any remaining content in your phone will be deleted during the Screen Repair service.
What will happen if my Screen Repair request is not successful?
If for any reason your phone is ineligible for the Screen Repair service, our agents will contact you to advise on the next course of action.
Can I make a Screen Repair service request when I am overseas?
Not at this moment.
Pick-Up and Return Time
How long will it take for the Screen Repair to be completed?
That depends on a few factors, including what time your request was accepted and the availability of parts. Please refer to the schedule below:
Time that a Screen Repair request is accepted | Pick-up time (Monday – Friday) | Return time (Monday – Saturday) |
Before 2pm, Mondays – Fridays | By 4pm, on the same business day* | 2 days* from pick-up day |
After 2pm, Mondays-Thursdays | Before 4pm, on the next business day* | 2 days* from pick-up day |
After 2pm, on Fridays or Whole day on Saturdays & Sundays | Before 4pm, on Monday* | 2 days* from pick-up day |
*Devices picked up on Friday will be returned on Tuesday Business days are Mondays to Fridays There will be no pick-up or return services on Public Holidays | ||
I wish to reschedule my pick-up or return service. What should I do?
You can email your reschedule request to screenrepair_starhub@asurion.com at least one working day before the scheduled pick-up or return date.
Email support hours are Mondays to Saturdays, 9am to 6pm. Our agents will contact you to confirm the reschedule request.
Do I have to pay for the pick-up and return service?
The first pick-up and return service is free of charge. But if pick-up or return is unsuccessful and another trip is required, subsequent trips will be charged at $43.60 for weekdays and $87.20 for weekends.
To avoid this, please ensure that either the company authorised officer or the mobile user (as stated in the screen repair request form) is present during pick-up and return and is holding all the necessary documents as stated in question 10.
Termination
Will I still have access to the Screen Repair service if I terminate my SmartSupport subscription?
Unfortunately, no. The Screen Repair service is exclusively available for active SmartSupport subscribers only.
What will happen to my Screen Repair warranty if I were to terminate my SmartSupport subscription within the 3-month warranty period?
The Screen Repair warranty will not be affected.