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| Source: StarHub SmartSupport Lite offers mobile phone aftersales care to SIM Only customers. |
Customers can enrol existing phones digitally through the My StarHub app – no supporting documents and no activation fee are required.
"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 aftersales 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 aftersales 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 S$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.
SmartSupport is Singapore’s first mobile phone after-sales service and has become a popular add-on among customers. It was introduced in 2013 by StarHub in collaboration with Asurion, a technology protection services provider. The new SmartSupport Lite service is an extension of SmartSupport.
Details:
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 to verify that the phones qualify for SmartSupport Lite. Confirmation on service activation is sent 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 2 pm 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 access to screen repairs for a flat fee of S$99 with free door-to-door service. The phones are 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.
See swap fees and scope of overseas delivery coverage
Hashtag: #HelloChange
