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Screen Repair and Battery Replacement FAQ

Screen Repair and Battery Replacement FAQ
(For SmartSupport subscribers enrolled w.e.f. 31 March 2022)



For SmartSupport subscribers who enrolled before 31 March 2022, please click here.

1
What is 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.

This service may be accessed by SmartSupport subscribers. Click here to check eligibility.


2
How much does it cost to repair the mobile phone screen?

A Screen Repair service will cost S$79 (inclusive of GST) for non-foldable mobile phones or S$299 (inclusive of GST) 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. Please refer to Question 4 under Eligibility on the type of devices eligible for Screen Repair service.  


3
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-month warranty against 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 Screen Repair warranty request, please click here. 


4
What is the Battery Replacement service?

With our Battery Replacement service, we will change your degraded battery to a new battery.

Take note, however, if there is any other damage found on your mobile phone, your mobile phone will not be eligible for the Battery Replacement service.


5
How much does it cost to replace the mobile phone battery?

The Battery Replacement fee is S$79 (inclusive of GST).


6
Is there a warranty period for the Battery Replacement service and what does it cover?

Yes, each successful Battery Replacement service comes with a free 3-month warranty against any manufacturing malfunctions or defects in only the battery of your mobile phone.  Do note that manufacturing malfunctions or defects does not include battery degradation.

For a Battery Replacement warranty request, please click here.


7
Can I make both Screen Repair and Battery Replacement service at the same time?

Yes, you can.  The Screen Repair and Battery Replacement fee is $158 (inclusive of GST) for non-foldable mobile phone or $378 (inclusive of GST) if the mobile phone has a folding screen.

Simply click here to check eligibility of your device.


Eligibility


1
How many times can I access the Services?

You can access the:

  • Screen Repair service 3 times in rolling 12 months and
  • Battery Replacement service once per mobile phone.

2
I am already a SmartSupport subscriber, what else do I need to do to sign up for the Services?

Good news! Access to the Services is automatically available to all SmartSupport subscribers enrolled from 31 March 2022 with no subscription required.


3
I am a StarHub mobile subscriber but I do not have SmartSupport.  Can I also access the Services?

The Services are only available to active SmartSupport subscribers enrolled from 31 March 2022.


4
What are the mobile phones eligible for the Services?

The Services are available for all Apple, Samsung, Huawei, Oppo, Vivo, Xiaomi, Realme and Google mobile phones.


   Request for the Services


1
How do I make a Screen Repair service or/and a Battery Replacement service?

It's fuss-free!  Simply click here to check your eligibility and submit your request.


2
What do I need to do before submitting a Battery Replacement service?

To be eligible for Battery Replacement service, your mobile phone:

  1. must not have a bloated or swollen battery nor have any other damages.
  2. Battery health check performed during pick-up must reflect the battery capacity as:
    • Apple: less than 80%;
    • Samsung: "bad" or "weak";
    • Other Android: the above checks will be performed at the repair centre to access its eligibility.

3
How do I check the battery health on my mobile phone?

Check Battery Health on Apple mobile phone (iPhone)

  1. Go to Settings > Battery.
  2. Select Battery Health.
  3. Check the Maximum Capacity indicator.
  4. You may proceed to submit a Battery Replacement service if the capacity is less than 80%.

Check Battery Health on a Samsung mobile phone

  1. Download the Samsung Members app onto you mobile phone.
  2. Launch the Samsung Members app and tap Get Help.
  3. Under Diagnostics, tap Start.
  4. Create a Samsung account if you don't have one, or log in using your Google account or existing Samsung account.
  5. Once you're logged in, go to Get Help > Diagnostics and tap Start.
  6. Select Battery status.  This will start the scan.
  7. Check your Battery status.
  8. You may proceed to submit a Battery Replacement Service if the status is "bad" or "weak".

Do note that an onsite assessment will also be performed on your mobile phone during pick-up and later at the repair centre.

Your Service(s) will be ineligible if there is any other damage detected on your mobile phone.


4
Do I have to be present to hand over and receive the mobile phone sent in for the Services?

Yes, you will need to be present as our courier needs to verify (i) your identity and (ii) the IMEI of your mobile phone at the time of pick-up and return.

To protect your privacy and for subsequent data restoration to your mobile phone, please remember to back up your mobile phone's content and perform the following steps before handing the mobile phone to our designated courier.

Step (1): Delete all user content and data from your mobile phone

Step (2): Disable all activation locks (eg. FMiP, personal security pins and passwords from the mobile phone

Step (3): Perform a factory reset

Do note that any remaining content in your mobile phone will be deleted.


5
What happens if my request for the Services is not successful?

If for any reason your mobile phone is not eligible for either or both of the Services, you will receive a SMS notification to contact us for the next course of action.


6
Can I make a request for the Services when I am overseas?

Not at this moment.


Pick-up and Return Time


1
How long will it take for the Screen Repair service or/and Battery Replacement service to be completed?

That depends on a few factors, including what time your request for the Services was accepted and the availability of parts.  Please refer to the schedule below:

Time that Services is accepted

Pick-up time

(Monday - Friday)

Return time

(Monday - Saturday)

Before 2pm, Mondays - Friday

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


2
I wish to reschedule my pick-up or return service.   What should I do?

It’s simple and fuss-free! To arrange for another timing, simply click here one day before the scheduled pick-up or return date.

Online support hours are Mondays to Sundays, 9am to 9pm.


3
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 S$42.80 (inclusive of GST) for weekdays and S$85.60 (inclusive of GST) for weekends.


Termination


1
Will I have access to the Services if I terminate my SmartSupport subscription?

Unfortunately, no.  The Services are available for active SmartSupport subscribers only.


2
What happens to my Screen Repair or/and Battery Replacement warranty if I terminate my SupportSupport subscription?

Not to worry, the Screen Repair or/and Battery Replacement warranty will not be affected.


Changes Effective 31 March 2022


1
I am a SmartSupport subscriber enrolled prior to 31 March 2022. Do I refer to the new Terms & Conditions for Screen Repair?

No, you do not follow the new terms and conditions.  You will continue to follow the Screen Repair Terms and Conditions as communicated and agreed by you at the point of sign-up.



Screen Repair FAQ
(For SmartSupport subscribers enrolled before 31 March 2022)


1
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 phone, your mobile phone will not be eligible for the Screen Repair service. 


2
How much does it cost to repair the mobile phone screen?

A Screen Repair service will cost S$99 (inclusive of GST) for iPhone and Samsung mobile phones or S$299 (inclusive of GST) 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 an active SmartSupport subscriber. 


3
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-month 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, please click here

Eligibility


1
How many times can I access the Screen Repair service?

You can access the Screen Repair service once every 12 months.


2
I am already a SmartSupport subscriber, what else do I need to do to sign up for the Screen Repair service?

Good news! Access to the Screen Repair service is automatically available to all SmartSupport subscribers with no subscription required.


3
I am a StarHub mobile subscriber but I do not have SmartSupport. Can I also access to the Screen Repair service?

All you need to do in order to access this service is to be an active SmartSupport subscriber.


4
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


1
How do I make a Screen Repair Request?

We know how frustrating it can be to need your screen repaired, so we made it fuss-free!
Simply click here to make a request and a courier could be on the way to pick it up from you.


2
Do I have to be present to hand over and receive the mobile phone sent in for the Screen Repair service?

Yes, you will need to be present as our courier needs to verify (i) your identity and (ii) the IMEI of your mobile phone at the time of collection and return.

To protect your privacy and for subsequent data restoration to your mobile phone, please remember to back up your mobile phone’s content and perform the following steps before handing the phone 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 the 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 mobile phone will be deleted during the Screen Repair service.


3
How do I check the status of my Screen Repair request?

Simply click here to check the status.


4
What happens if my Screen Repair service is not successful?

If for any reason your mobile phone is not eligible for our Screen Repair service, you will receive a SMS notification to contact us for the next course of action.


5
Can I make a Screen Repair service when I am overseas?

Not at this moment.


Pick-up and Return Time


1
How long will it take for the Screen Repair service 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 


2
I wish to reschedule my pick-up or return service.  What should I do?

It’s simple and fuss-free! To arrange for another timing, simply click here one day before the scheduled pick-up or return date.

Online support hours are Mondays to Sundays, 9am to 9pm.


3
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 S$42.80 (inclusive of GST) for weekdays and S$85.60 (inclusive of GST) for weekends. 


Termination


1
Will I have access to Screen Repair service if I terminate my SmartSupport subscription?

Unfortunately, no. The Screen Repair service is available for active SmartSupport subscribers only.


2
What happens to my Screen Repair warranty if I terminate my SmartSupport subscription within the 12-month warranty period?

Not to worry, the Screen Repair warranty will not be affected.