23 December 2019
First to offer simple online enrolment for customers to get after-sales care for existing phones
Singapore, 23 December 2019 – StarHub today announced the launch of SmartSupport Lite, the market’s simplest mobile phone after-sales care service. With this new service, no-contract SIM Only customers can get back on their feet quickly should their phones not operate as expected. Starting today, they can enrol existing phones in just a few steps digitally through the My StarHub app – no supporting documents required and no activation fee!
"The mobile phone has become the centre of our customers’ everyday life, and we know any form of downtime is a major inconvenience. Offering excellent after-sales support is therefore key to improved customer experience and retention,” said Johan Buse, Chief of Consumer Business Group, StarHub. “Through the launch of SmartSupport Lite, we want our customers to enjoy the best after-sales experience on Singapore’s fastest mobile network. It is part of our continuing #HelloChange journey commitment – delivering better and different experiences to our customers.”
For just $8 monthly, customers on StarHub’s #HelloChange SIM Only plans can be assured of device care even if they had purchased their phones from other local authorised dealers. For any reason and at any time, customers on SmartSupport Lite can raise a swap request through a dedicated hotline, which operates round the clock.
Customers will be able to get their phones swapped in as soon as four hours within Singapore for an additional nominal swap fee, which is based on the retail price of the phones. Doorstep delivery is free-of-charge for all local swap requests. The swap service is also available for customers travelling in 21 major cities. Full details on swap fees and overseas delivery coverage are available at www.starhub.com/smartsupport-lite.
How It Works
Signing up for SmartSupport Lite is simple. Available from today, SIM Only customers can enrol their phones through the My StarHub app in less than 10 minutes – no paperwork is needed. Customers will be guided through a simple in-app game to verify that the phones qualify for SmartSupport Lite. Customers will receive confirmation on service activation within seven days.
Upon successful activation of SmartSupport Lite, customers can swap their enrolled devices twice in 12 months for any reason, no-questions-asked. All they need to do is to submit a service request through the SmartSupport hotline. For successfully processed service requests before 2pm from Monday to Saturday, customers will be able to get their device swapped in as soon as four hours within Singapore.
Customers on SmartSupport Lite can also gain convenient access to screen repairs for a flat fee of $99 with free door-to-door service. They can rest easy knowing that their phones will be couriered to and from authorised services centres free-of-charge and repaired using original equipment manufacturer (OEM) parts. This service, which is currently available for selected Apple and Samsung phone models, can be used once in a 12-month rolling period. The screen repair service is also available for customers on SmartSupport.
SmartSupport is Singapore’s first mobile phone after-sales service introduced in 2013 by StarHub in collaboration with Asurion, the global leader in technology protection services. The new SmartSupport Lite service is an extension of SmartSupport, which is a popular add-on among customers.
For more information about SmartSupport Lite, please visit www.starhub.com/smartsupport-lite.