Celcom Axiata has launched Phone Care a device replacement and swap plans for Postpaid and Prepaid customers.
Celcom Phone Care is the first device care service in Malaysia that lets customers swap or replace their phones or tablets for any reason, with affordable subscriptions from as low as RM4 per month or RM20 for 6 months. There’s an additional service fee when Celcom Phone Care customers request for swap or replacement of their phones. Details below.
Celcom Phone Care
Celcom Phone Care Options:
- Phone Swap: You can swap your device for any reason. A similar device will be delivered to your doorstep.
- Phone Swap & Replacement: You can replace your device when the device is no longer in your possession, and a similar device will be delivered to your doorstep.
Celcom Phone Care for Postpaid Customers:
| Phone Care Pricing | Recommended Retail Price (RRP) | |||||
| RM0-RM500 | RM501-RM1000 | RM1001-RM1500 | Above RM1500 |
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| Postpaid | SWAP ONLY (Monthly) |
RM4 | RM6 | RM8 | RM12 | |
| SWAP & REPLACE (Monthly) |
RM9 | RM15 | RM20 | RM33 | ||
Celcom Phone Care for Prepaid Customers:
| Phone Care Pricing | Recommended Retail Price (RRP) | ||||||
| RM0-RM500 | RM501-RM1000 | RM1001-RM1500 | Above RM1500 | ||||
| Prepaid | 6 Months Fixed |
SWAP One-Time | RM20 | RM35 | RM48 | RM70 | |
| SWAP & REPLACE One-Time | RM50 | RM85 | RM118 | RM195 | |||
| 12 Months Fixed | SWAP One-Time | RM40 | RM70 | RM95 | RM140 | ||
| SWAP & REPLACE One-Time | RM100 | RM165 | RM235 | RM390 | |||
Service Request Fee:
| Fees (Inclusive of 6% GST) | Recommended Retail Price (RRP) | |||||
| RM0-RM500 | RM501-RM1000 | RM1001-RM1500 | Above RM1500 | For iPhone 6 & above | ||
| SWAP (Each Request) |
||||||
| RM75 | RM150 | RM210 | RM350 | RM550 | ||
| REPLACE (Each Request) |
First 6 months | |||||
| RM260 | RM520 | RM735 | RM1,160 | RM1,900 | ||
| Between 6 to 12 months | ||||||
| RM190 | RM370 | RM530 | RM805 | RM1,165 | ||
| More than 12 months | ||||||
| RM155 | RM305 | RM425 | RM585 | RM900 | ||
Postpaid and prepaid customers can enrol in Phone Care at all Celcom participating outlets with a Celcom package bundle or devices purchased less than 30 days from other non-Celcom outlets. Devices from major brands including Apple, Samsung , BlackBerry, Sony, Xiami, Huawei, Lenovo, Oppo, Asus and Alcatel are accepted.
The service is fast, hassle-free and potentially saves customers hundreds of ringgit, Celcom said. With just one call to make a request, a similar device can be delivered to the customer’s doorstep in as fast as 6 hours in the Klang Valley or between one to three days in other areas.
Tuan Syed Md Najib Syed Md Noor, Chief Customer Service & Touchpoint Operations Officer of Celcom Axiata Berhad said that as trends and the future of customer service delivery are evolving fast, Phone Care was initiated last November to continuously enhance customer experience.
“Our customer expectations for device care services are increasing rapidly, and Celcom places its customers’ experience and needs as its top priority. Meeting their needs, translates into delivering experiences that are noticed and valued,’’ he said, adding Celcom was committed to provide desirable customer service on its robust and trusted platforms whilst embracing digitalisation.
He said that the future Phone Care will evolve into a full device care service and back-up plan where the customer can swap or replace his or her device, access significant security features and data back-up, and eventually they will be able to chat and unravel most device-related questions from the palm of their hands.
To subscribe, customers can walk into all Blue Cube, Celcom Centre and selected Celcom Xclusive nationwide and enrol for a package bundle, and opt for Phone Care. More details here.
The service is also available for customers with their own devices.
