redXCHANGE Postpaid

The Programme

1. 1. What is the redXCHANGE Device Care Programme?
      redXCHANGE is a value-added service programme offered to redONE Phone Bundle Plan customers. This program allows the customers to exchange their device for any reason.
   2. Why should I sign up for redXCHANGE?
      You are allowed up to 2 service requests (device exchange) for a rolling 12 months period. An easy and straight forward service request process with nationwide pick up and delivery service for the device exchange.
   3. Which devices are entitled for redXCHANGE?
      Only Smartphone devices with redONE’s Phone Bundle Plans are eligible for enrolment with redXCHANGE.
   4. How do I apply for the redXCHANGE Programme?
      Apply at any redONE outlet upon purchasing a new device.
      Complete the application with your personal details.
      A notification email/sms shall be sent to you upon successful activation.

Eligibility

1. 1. Who is eligible to subscribe to the redXCHANGE Programme?
      Customers who purchase the devices from redONE and register for the service on the spot. Customers who are aged 18 years old and above.
   2. Are there any fees?
      There are two types of fees:
      Subscription Fee – Paid monthly through redONE billing process.
      Service Request Fee – Paid upon acceptance of device exchange request.
   3. What do I pay for Subscription Fees?
      The Subscription Fees varies according to type and redONE recommended retail price for the device. Fees displayed excludes all tax.

      Device Recommended Retail Price		Monthly Fee
      Tier 1	RM0 – RM1,000	RM5.25
      Tier 2	RM1,001 – RM1,500	RM9.50
      Tier 3	RM1,501 – RM3,000	RM19.00
      Tier 4	RM3,001 – RM4,500	RM21.00
      Tier 5	RM4,501 – RM6,000	RM25.25
      Tier 6	RM6,001 and above	RM32.00

   4. What do I pay for Service Request Fee?
      The Service Request Fees varies according to type and redONE recommended retail price for the device. Fees displayed excludes all tax.

      Device Recommended Retail Price		Service Request Fee
      Tier 1	RM0 – RM1,000	RM100
      Tier 2	RM1,001 – RM1,500	RM200
      Tier 3	RM1,501 – RM3,000	RM450
      Tier 4	RM3,001 – RM4,500	RM600
      Tier 5	RM4,501 – RM6,000	RM700
      Tier 6	RM6,001 and above	RM1,000

   5. How do I pay Service Request Fee?
      Service request fee is a fee payable upon acceptance of device exchange service request. You can pay the service request fee via credit card or cash on delivery to the service provider.
   6. Is there any hidden cost?
      There are no hidden costs. All cost for subscription and service request as stated in the redXCHANGE Terms and Conditions.

Service Request

1. 1. What is the service tenure if I subscribe to the redXCHANGE Programme?
      The service tenure will be Monthly which starts from your application date.
   2. When can I start to make the service request?
      There is no waiting period, so you can request for the service after your application has been accepted.
   3. What do I do when I want to submit a service request?
      Call the redXCHANGE Toll Free Number 1300 13 0111 (9.00am to 6.00pm, Monday to Friday) and provide your personal details and the device’s IMEI number. A customer service representation will guide you thru the process.
   4. What supporting documents are required when requesting for the service?
      There are no supporting documents required for the service request.
   5. How do I retrieve my device IMEI number?
      The IMEI number can be retrieved by dialling *#06#.
      In the event you are not able to key in any details, you can:
      
      • Turn the device off
      • Remove the back casing of the device
      • Remove the battery
      • Find the IMEI number printed there.
   6. If the request is accepted, what is the timeline to exchange the device?
      Your device will be delivered within 6 hours if you are in Klang Valley and service request is made before 2 pm daily. For service requests after 2pm, delivery will be the next working day. Please refer to table below for all locations:

      Location	Service Request Received Mon-Fri (working days)	Delivery Time
      Klang Valley	9am – 2pm	Within 6 hours
      	2pm – 6pm	Next day delivery
      Major Cities	9am – 2pm	Next day delivery
      	2pm – 6pm	Within 48 hours
      Other Areas	9am – 6pm	Within 72 hours

      There is no delivery on Sundays and Public Holidays / State Holidays with the exception of Kelantan and Terengganu where there is no delivery on Fridays and Public / State Holidays.
      
      If in the event of delays, we will always keep you posted of the progress and reason of the delay.
   7. What do I need to do before exchanging my device?
      You will need to backup your data before the exchange and remove your SIM(s).
   8. What happens at time of device exchange?
      The IMEI of your device is checked. When this is not possible, the model, make and colour is validated before exchange. The exchanged device is checked at the centre. Where a discrepancy is found, we will reach out to you.
   9. What should I do before accepting the exchanged device?
      You should inspect the device before signing the delivery note.
   10. Is there any restriction for the service request?
       There is no restriction for your service request as long it doesn’t exceed 2 service request within the 12 months rolling period and the device IMEI must match with the registration device.
   11. Will the exchanged device be a new device?
       Exchanged device is of a Like Model Device which means:
       • May be New or Refurbished
       • If it is refurbished, is refurbished by authorized service providers
       • Does not include any device accessories
       • Is of similar kind, quality and functionality
       • May be different make, model or colour (in the event of non-availability of your enrolled device specification).
   12. Is there any warranty for the exchanged device?
       There will be 6 months warranty from the day the customer received the exchanged device provided. If the device has any malfunction without any external factor, you can call the redXCHANGE Toll Free Number 1300 13 0111 (9.00am to 6.00pm, Monday to Friday).
   13. Can a service request be denied?
       Acceptance of your service request is subject to the terms set out in the Terms and Conditions.
       • If the IMEI number of the Registered Device, Subscriber’s name, Subscriber mobile phone number or NRIC under which the account is active are incorrect;
       • If you have transferred, retailed, sold or hired your registered device to someone else.
       • If your IMEI number has been locked down by MCMC (Malaysian Communications and Multimedia Commission).
       • If you have been terminated by redONE.

Others

1. Can I change in my mobile number?
   Yes, you can change your mobile number as we use your device IMEI as our primary reference. Your redXCHANGE service will remain as it is as long as you remain a customer of redONE and continue to pay your Subscription Fees.
2. I am getting a multi SIM device. Can I subscribe to redXCHANGE?
   Yes, we use your device IMEI as our primary reference.
3. Can I request to exchange for a better/ upgrade device?
   No, the exchange should be based on your original enrolled device specification and there should not be any upgrade.
4. Can I purchase my device from redONE and subscribe to redXCHANGE at a later date?
   No, you must subscribe for redXCHANGE when you purchase a new device at any redONE outlet.
5. Is there a penalty if I terminate my redXCHANGE subscription?
   No penalty charges will be imposed for the cancellation of redXCHANGE.
6. What happens if I terminate my redXCHANGE subscription?
   You will not be able to raise a service request. You will not be able to reinstate redXCHANGE for that device.

Summary of Key Terms and Conditions (Product Based Only)

• redXCHANGE is a Value-Added Service offered to redONE Phone Bundle Plan customers starting February 2022. This programme allows the customers to exchange their device for any reason.
• redXCHANGE subscribers are allowed up to 2 service requests (device exchange) in a rolling 12-month period.
• Only smartphone devices with redONE’s Phone Bundle Plans are eligible for enrolment with redXCHANGE.
• redXCHANGE can be subscribed at any redONE branch or sales partner. The redXCHANGE service can be registered together with your device bundle.
• redXCHANGE is a monthly subscription programme which starts from the date your application has been accepted.
• There are two types of fees:
  -Subscription Fee: Paid monthly through redONE billing process
  -Service Request Fee: Paid upon acceptance of device exchange request
• The redXCHANGE Subscription Fee is as follows:
  

  Band	Device RRP	Subscription Fee / Month	Service Tier
  1	RM0 – RM1,000	RM5.25	redXCHANGE Tier 1
  2	RM1,001 – RM1,500	RM9.50	redXCHANGE Tier 2
  3	RM1,501 – RM3,000	RM19.00	redXCHANGE Tier 3
  4	RM3,001 – RM4,500	RM21.00	redXCHANGE Tier 4
  5	RM4,501 – RM6,000	RM25.25	redXCHANGE Tier 5
  6	RM6,001 and above	RM32.00	redXCHANGE Tier 6

  ^*Fees displayed exclude all tax

• The Service Request Fee is as follows:
  

  Tier / Device RRP		Service Request Fee
  Tier 1	RM0 – RM1,000	RM100
  Tier 2	RM1,001 – RM1,500	RM200
  Tier 3	RM1,501 – RM3,000	RM450
  Tier 4	RM3,001 – RM4,500	RM600
  Tier 5	RM4,501 – RM6,000	RM700
  Tier 6	RM6,001 and above	RM1,000

  ^*Fees displayed exclude all tax

• After the service request is accepted, the timeline to exchange is as follows:
  

  Location	Service Request Received Mon-Fri (working days)	Delivery Time
  Klang Valley	9am – 2pm	Within 6 hours
  	2pm – 6pm	Next day delivery
  Major Cities	9am – 2pm	Next day delivery
  	2pm – 6pm	Within 48 hours
  Other Areas	9am – 6pm	Within 72 hours

• Before exchanging the device, you will need to back up your data and remove your SIM(s) before the exchange.
• Before accepting the exchanged device, you should inspect the device before signing the delivery note.
• There is no restriction for your service request as long it does not exceed 2 service requests within the 12 months rolling period and the device IMEI must match the registered device.
• The exchanged device may be a new or refurbished device of the same model and specifications. In the event of non-availability, a different make, model, colour may be given.
• There will be a 6-month warranty from the day you received the exchanged device.
• A service request can be denied If the IMEI number does not match the registered device’s IMEI number, or if you have transferred, retailed, sold or hired your registered device to someone else, or your IMEI number has been locked by MCMC, or if your redONE account has been terminated.

^*All terms and conditions set above is subject to the terms set out in the “redXCHANGE Terms and Conditions“.