Replacement Devices may be reconditioned and will be of the same make, model, and capacity but not necessarily colour. If the same brand, model and capacity is not in stock or the device production is discontinued by the original manufacturer, the Replacement Device may be of a different model with similar features, functionalities, and carries a fair market value to the original Device at the time of the Claim submission. It will have the same operating system and will not be a model older than the original Device.
Digi Shield Device Protection (NEW) Support
Support Detail
Will you be sending me a new device upon the Claim submission for a replacement device?
How do I pay for the replacement or processing fees?
You can pay via online transfer.
What is the Repair Excess Fees?
All valid Claims are subject to a Repair Excess Fee if applicable, which will be payable by the subscriber.
*Your repair excess fee is based on the price table below. The repair excess fee must be paid before you receive your repaired device and is non-refundable. 6% SST is not applied to the repair excess fee.
| Device Value (RRP) at Point of Purchase (RM) to be declared during registration | Repair Excess Fee (RM) for Digi Shield RM39/month | Digi Shield RM 29/month, Digi Shield Plus RM69 /month, Basic Screen Crack RM 29 One-time payment |
|---|---|---|
| Up to 500 | 40 | ZERO Repair Excess Fee |
| 501 - 1,000 | 80 | |
| 1,001 - 1,500 | 130 | |
| 1,501 - 2,000 | 180 | |
| 2,001 - 3,000 | 250 | |
| 3,001 - 4,000 | 350 | |
| 4,001 - 5,000 | 450 | |
| 5,001 - 6,000 | 550 | |
| 6,001 - 7,000 | 650 | |
| 7,001 - 8,000 | 750 |
What is required when submitting a Claim?
You will need to provide the following information to file a Claim:
- Your first and last name
- Device Make/Model (IMEI, if required by customer service representative)
- Incident date
- Description of incident
- If it is an attended theft claim, it must be accompanied with a police report
- Other documentation or information may be required (Proof of IMEI changed (if not the IMEI registered in Digi Shield subscription) if under warranty or repair swap; Proof of purchase, Proof of relationship – if not used by the registered user, etc.)
- For Digi Shield RM39/month, a Proof of Purchase (receipt) is needed, and the claim has to be after the 14 days waiting period after sign-up.
How will I know if I am protected/my subscription is active?
You will receive a confirmation SMS informing you that your registration has been successful. If you have not received your confirmation SMS, you can logon to https://www.easyadd.my/ to check if your registration has been successful.
You will be protected as long as you continue to be subscribed to an eligible Digi Plan and the charging to your Postpaid bill is successful. You can view your policy at https://www.easyadd.my/ or contact the customer hotline 03–92124314 from Monday to Sunday 09:00 AM to 06:00 PM (including Public Holidays) to view the status of your subscription.
Who is eligible to sign-up for Digi Shield?
As of 23 February 2021, all Digi Postpaid plans are eligible to sign-up for Digi Shield subscriptions, terms and conditions apply for specific Digi Shield subscriptions.
- One (1) device IMEI is eligible for up to one (1) Digi Shield subscription.
- Digi Shield RM29/month and Digi Shield Plus can only be subscribed at point-of-sale with a PhoneFreedom365 plan or Normal Device Contract with Digi Postpaid 90/120/150.
- Digi Shield RM39/month is eligible for all devices purchased within the last 24 months, including devices purchased from Digi.
What is the usual turnaround time for repair and replacement?
The turnaround time for cracked screens and device replacement will be between 5 to 7 working days, depending on the parts/device availability and severity of the damage (if applicable).
Note: In the case of a replacement device, the turnaround time will be 2-3 working days from the time of excess fee payment.
When my phone is replaced, will the replacement device information be recorded?
Yes, the replacement device information will be recorded by bolttech. The information of the original protected device will remain as well, for future reference.
Can someone else receive the replacement device on my behalf?
No, unless you provide written consent during Claim submission.
If I cancel my Digi Plan, will the Digi Shield benefits remain?
The device protection program that is linked to your Digi plan will be terminated immediately once you terminate your Digi Plan. To maintain your Digi Shield benefits, ensure that you are continuously on an eligible Digi Plan (as of May 1st, 2020, all Digi Postpaid plans are eligible for Digi Shield).
Are accessories (charger, cable, etc.) required to be handed in during replacement?
No, you are not required to hand in the accessories.
Is there a penalty if I do not disable the security features or any locking features?
bolttech will not proceed with the claim.
Do I need to ensure that the security or locking features are disabled on the device that is being returned for a claim? (e.g. iOS unlocked, network unlocked, Find my iPhone on iOS, Find my Device on Android and etc.)
Yes, the security features or any locking features must be disabled and the device must be unlocked when being returned.
What will happen if I do not return the damaged/failed device, or the wrong device was returned?
bolttech will not proceed with the claim.
Do I have to hand-over the damaged/failed device?
Yes, you have to hand-over the damaged/failed device for diagnosis and repair if applicable.
What are the Processing Fees?
All valid Claims are subject to a Processing Fee, which will be payable by you.
*Your processing fee is based on the new retail price of the model of your mobile device on the enrolment date. The processing fee must be paid before you receive your replacement device and is non-refundable. 6% SST is not applied to the processing fee.
Where will the replacement device be delivered to?
The replacement device will be delivered to the customer’s preferred delivery address. In the event that the Device cannot be delivered upon the first attempt, bolttech will make a second attempt at collecting the Original Device and delivering the Replacement Device. Please call our customer hotline 03–92124314 to confirm on delivery attempts and for further enquiries.
Does Digi Shield protect my phone when I am travelling outside of Malaysia?
Yes. However, you will need to perform the Claim upon returning to Malaysia, as we do not courier the replacement device (for cases where a replacement is needed) outside of Malaysia.
Can a family member/friend perform a Claim for me?
No, only customers who have purchased the device are allowed to submit a Claim.
Note: Customers may be required to produce their identification documents, contract details and a proof of purchase on a case-by-case basis.
How do I get more information on Digi Shield fees?
For more information on fees, you can contact 03–92124314 from Monday to Sunday 09:00 AM to 06:00 PM (including Public Holidays) or email us at servicerequest@bolttech.my.
How soon will my claim for a repair or replacement unit be processed?
Your replacement will be processed within 5 to 7 Business Days upon payment of the applicable Processing and Replacement Fees.
What are the Replacement Fees?
All valid Claims are subject to a Replacement Fee, which will be payable by the subscriber, in the event a replacement is required.
*Your replacement fee is based on the new retail price of the model of your mobile device on the enrolment date. The replacement fee must be paid before you receive your replacement device and is non-refundable. 6% SST is not applied to the replacement fee.
| Device Value (RRP) at Point of Purchase (RM) | Replacement Fee (RM) for Digi Shield RM29/month, Shield Plus RM69/month | Replacement Fee(RM) for Digi Shield RM39/month |
|---|---|---|
| Up to 500 | 55 | 60 |
| 501 – 1,000 | 115 | 120 |
| 1,001 – 1,500 | 195 | 190 |
| 1,501 – 2,000 | 265 | 270 |
| 2,001 – 3,000 | 375 | 380 |
| 3,001 – 4,000 | 525 | 530 |
| 4,001 – 5,000 | 675 | 680 |
| 5,001 – 6,000 | 825 | 830 |
| 6,001 – 7,000 | 975 | 980 |
| 7,000 – 8,000 | 1,125 | 1,130 |
When must I file a Claim due to Attended Theft or Accidental Damage?
You will need to submit a police report on the loss of the device and then submit it together with your claim by calling 03–92124314 or emailing servicerequest@bolttech.my within 48hrs from the incident.
How do I file a Claim?
You can view all methods for making a claim at your EasyAdd subscription dashboard on https://www.easyadd.my/. Alternatively, you can logon to the bolttech website at http://sr.bolttech.asia/portal/login.php or call the bolttech customer hotline 03–92124314 from Monday to Sunday 09:00 AM to 06:00 PM (including Public Holidays) and a friendly customer service representative will guide you through the entire claim process. You will need to complete and submit the required claim documents and may be required to submit additional documentation or information.
What are the monthly charges for Digi Shield?
The monthly charges for Digi Shield are as follows:
| Digi Shield by bolttech – as of 16 August 2021 | ||
|---|---|---|
| Digi Plan | Digi Shield(RM) | Digi Shield Plus(RM) |
| Digi Postpaid 150/120/90/60 with PF365 | 29 | 69 |
| Digi Postpaid 150/120/90 Normal Contract | 29 | 69 |
| Digi Shield RM39 For all Digi Postpaid Subscribers | 39 | NA |
If I terminate my Digi Shield subscription, can I enroll again?
Once you have stopped (or terminated) your device protection, you are not allowed to enroll the same device (as identified by unique IMEI) again into any Digi Shield device protection subscription.
What is not included under Digi Shield?
Your device will not be covered in the following scenarios.
- Damage caused by intentional acts.
- Light, normal wear and tear, gradual deterioration of the device or any latent defects.
- Accidental damage where no actual known or identifiable event or occurrence that can be attributable to causing the damage to the device.
Additional exclusions may apply. Please see full terms and conditions at the following links for all applicable provisions:
Digi Shield RM29/month (http://bit.ly/DS_ADLD), Digi Shield Plus (http://bit.ly/DS_Plus), Digi Shield RM39/month (http://bit.ly/DS_RM39), Basic Screen Crack RM29 One-time (http://bit.ly/DS_Lite).
What are the main benefits of Digi Shield?
With Digi Shield, you enjoy the following benefits:
- If you accidentally damage your device, the device will be repaired.
- If it is beyond economic repair (BER) or is stolen, you will receive a replacement device of a similar kind and quality as your original device (replacement fees may apply).
- Door-to-door pick-up and delivery service for repair & replacement.
- Free repair for Digi Shield RM29/month on Accidental Damage Cover or Liquid Damage Cover. No replacement fee needed.
- Repair Excess fees apply for Digi Shield RM39/month on Accidental Damage Cover or Liquid Damage Cover.
What is Digi Shield?
Digi Shield is a device protection program by Digi and powered by bolttech. With a Digi Shield subscription, you can protect your device with a mobile protection plan against accidental/liquid damage and attended theft. Your device will be protected from the moment you successfully sign-up for the service and have received the confirmation SMS. For a replacement device, your device will be replaced with a like-for-like replacement. There are 2 main Digi Shield products available:
- Digi Shield: Accidental Damage & Liquid Damage (ADLD) – covers accidental and liquid damage
- Digi Shield Plus: Full Cover – covers theft/robbery in addition to accidental and liquid damage