Frequenty Asked Questions - Assurance Warranty Program

1. How will I know if I am eligible for the Assurance Warranty Program?

As long as you have purchased selected Huawei devices with StarHub between 13 July to 31 December 2019, you are eligible for the Assurance Warranty Program.  The Huawei device must be registered with HiCare warranty.


2. What are the Huawei handsets covered for the Assurance Warranty Program?

P20, P20 Pro, P30, P30 lite, P30 Pro, Mate 20, Mate 20 Pro, Mate 20X, Nova 3i, Nova 5T, Y6 Pro 2019 and MediaPad T3.


3. How do I enrol in the Assurance Warranty?

So long as you have Proof of Purchase or Service Agreement and registered with HiCare Warranty, you will be automatically be enrolled into the program if you have purchased your Huawei handset from StarHub between 13 July to 31 December 2019.


4. What if I have misplaced my Service Agreement and I need to send my Huawei handset to the Professional Service Centres?

If you have misplaced your Service Agreement, so long as you have registered your Huawei device with the HiCare Warranty, you can still proceed to the two Professional Service Centres for diagnosis located at (i) 313 @ Somerset (313 Orchard Rd, #B2-12 / 13, Singapore 238895) and (ii) Westgate (3 Gateway Dr, #03-38/39 Westgate, Singapore 608532).


5. What are the 9 apps covered under the Assurance Warranty Program?

Google Play Store, Gmail, Google Maps, Google Gallery, Chrome, YouTube, Facebook, Instagram, and WhatsApp


6. How do you define “Google related apps not being functional”?

If any of the listed/covered apps are not functioning as they normally would, please proceed to Professional Service Centre with your Huawei device located at (i) 313 @ Somerset (313 Orchard Rd, #B2-12 / 13, Singapore 238895) and (ii) Westgate (3 Gateway Dr, #03-38/39 Westgate, Singapore 608532).  A diagnostic test on your device will be conducted and a report will be shared with you upon the completion of the diagnostic test.


7. If Huawei handset is diagnosed and the apps are found to be “not being functional”, how do I get a 1-for-1 replacement.

First, you will need to get your Huawei device diagnosed. Once it is confirmed via diagnostic test that the apps are found to be not functioning properly, the appointed Professional Service Centre will initiate a 1-for-1 replacement for Huawei brand device.  The replacement handset will be of a similar or lower value.  The following are the indicative recommended retail price of the covered Huawei handset.

Model of Huawei Device

Recommended Retail Price in SGD

P20

$648

P20 Pro

$998

P30

$998

P30 Lite

$348

P30 Pro

$1,398

Mate 20

$998

Mate 20 Pro

$1,348

Mate 20X

$1,148

Nova 3i

$268

Nova 5T

$598

Y6 Pro 2019

$168

MediaPad T3

$298



8.     What requirements do I need to meet in order to be eligible for this “Assurance Warranty” Program’s 1-for-1 exchange? 

a.      The Huawei device shall be in its original packaging along with all accessories (including manuals & warranty cards).

b.      The Huawei devices (listed in item number “e” below) shall run on Android Operating System.

c.       Issues pertaining to these applications not functioning as they should on the Huawei device, namely, Google Play, Gmail, Google Maps, Google Gallery, Chrome, YouTube, Facebook, Instagram, and WhatsApp, exclude the following scenarios:

• App developer issues (for example, the App developer’s decision to cancel or halt the support of the application for “All common devices for all brands”); or

• Issues relating to the App itself (for example, an application bugs or virus).

d.      The Huawei smartphone is still within two (2) years warranty period from date of purchase. The Huawei tablet is still within one (1) year warranty period from date of purchase.

e.      The following Huawei Devices are eligible for this "Assurance Warranty" Program:

• P20, P20 Pro, P30, P30 lite, P30 Pro, Mate 20, Mate 20 Pro, Mate 20X, Nova 3i, Y6 Pro 2019 and MediaPad T3.

f.        The Huawei device shall be in working condition and free from defect or damage resulting from:

• Use of the device in a manner contrary to instructions of the manual;

• End-user’s misuse, abuse, negligence or accident;

• Disassembling or repair without Huawei’s prior authorization; or

• Spillage of food or liquids, dropping the device, or burning of printed circuit board


9. I bought the device before the Assurance Warranty Program started, is my device still eligible and covered?  

No, your device is not eligible and not covered under the Assurance Warranty program. However, the devices purchased before the start of this program will continue to enjoy Google services as per normal. The Google services like Google Play and Gmail in your phone will not be affected. You will be able to continue using these services as you normally would.