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Upgrade to a new smartphone with Digi Up™!

by Community Manager ‎02-02-2018 10:00 AM - edited ‎06-02-2018 02:18 PM

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Hi there! 

Ever wondered how some people can enjoy the latest smartphones all the time?

Now you can too! Digi Up™ lets you enjoy a new phone every year with worry-free protection against loss or damages.

Step into any Digi Store today and take home a new smartphone! For more info, head over to Digi Store near you!
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Choose any of these latest smartphones and head over to a Digi Store near you to subscribe.
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Plus, enjoy all these with your bundle!

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How it works

 

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Protect your mobile life with Digi Shield


 What are the Protections & Benefits?
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With Digi Shield, you can get up to 2 service requests in any rolling 12-month period beginning with your first fulfilled request. Do note that only one attended theft service is allowed in any rolling 12-month period.

Need to file a service request? Then call +603 7940 2800 from Monday to Friday (9AM – 6.30PM, excluding Saturday, Sunday and Public Holidays)


For more info, head over to a Digi Store  near you!


Digi Up FAQs
Q1. What is Digi Up™?

A1. Digi Up™ is a new device programme that offers you an easier way in to enjoy the latest flagship smartphones. It is a subscription based programme that comes with (A) a Device; and (B) a Mobile Plan with Digi Shield protection plan that are tied together for as long as you are subscribed to Digi Up™.

 

Q2. How does Digi Up™ Programme benefit me?

A2. Comparing to the conventional device programme, Digi Up™ offers you the following:

  • An Easy Start- no device upfront payment and no credit card charges. Basically, you don’t have to pay any large amount of upfront payment to subscribe to this programme.
  • An Easy Monthly payment - instead of paying for the device outright, you can utilise our 24-month instalment plan.
  • Greater Flexibility- no more being locked down to the same smartphone and plan for the full 24 months. You may:
    • upgrade from as early as Month 12 onwards;
    • just swap your old phone in an acceptable condition to a new phone for free at Month 24; and
    • extend the usage of the phone for 6 months (after 24 months contract) while you wait for the release of your next desired new phone model.
  • Privilegesl ike exclusive customer service priority line and Digi Store specialist service.
  • Peace of mind about device protection for accidental damages and attended theft.

Q3. Why do I need to swap or upgrade my old phone during Month 12 or at the end of the contract?

A3. Technically, you can swap your old smartphone to a new one and maintain the mobile service. You only return the smartphone if you choose to terminate and discontinue from the programme.

 

Q4. Wouldn’t I be paying more with Digi Up™ than buying the smartphone itself?

A4. You would not be paying more than the Retail Recommended Price (RRP) price. In fact, you would enjoy more value and flexibility with Digi Up™ that are not available when you conventionally buy the smartphone itself. Digi Up™ provides an instalment facility, thus saving you from an outright large payment. It also includes a 24-month worry-free Digi Shield, an option for an early upgrade at month 13 onwards and best of all, able to swap your old phone to a new one at no charge every 2 years as long as you are on the programme.

 

Q5. Who is eligible for this programme?

A5. The programme is currently available for selected existing Digi Postpaid subscribers With the following criteria: 
1. Minimum 3 years tenure with Digi Postpaid
2. Minimum monthly usage of > RM80 in the past 3 months
3. No Barring and suspension of account in the last 12 months

These customers will either be contacted via an SMS, e-mail or telemarketing call should you qualify for the Digi Up™ Programme. You may just walk into any Digi Store and present the SMS or e-mail to enroll for this programme.

This programme will soon made available for port-in customers and new customers. Stay tune by checking at digi.com.my/digiup

 

Q6. Can corporate individual or SME lines sign up?

A6. No. Corporate individual OR SME lines are not eligible to sign up for this programme.

 

Q7. Where can I sign up?

A7. Just walk into any of our participating Digi Stores.

 

Q8. What are the Postpaid mobile offers bundled under this Digi Up™ Programme?

A8. It comes bundled with 25GB All Day + 25GB Weekend Internet quota, Unlimited Calls and 1000 SMS (please refer to table below).

 

Internet Quota

25GB All Day Internet + 25GB Weekend

Internet Rollover

3GB

Calls

Unlimited Calls to all networks

SMS

1000 SMS to all networks

Roam and IDD in

10 countries

5GB Internet Roaming + 60mins Roaming

Voicecalls + 60mins IDD Voice Calls 

FREE

 

Q9. What devices are available with the Digi Up™ Programme?

A9. Stop by http://digi.my/digiup for available device models under the programme.

 

Q10. How many months of monthly device fees do I need to fulfil under this programme?

A10. You have to fulfil the 24-month instalment period according to the contract.

However, if you wish to upgrade to a brand new smartphone every year, all you need to do is fulfil the monthly instalment payments for at least 12 months. After completing 12 monthly payments, you can upgrade to a new smartphone with an upgrade fee and the remaining 12 months’ monthly payments for the old smartphone will be waived. The instalment period of 24 months will be refreshed once you upgrade to a new smartphone. The new smartphone will be subjected to a new instalment period of another 24 months.

Relatively, you can choose to continue using the subscription service for an additional maximum 6 months from the end of the 24 months’ contract. This 6 month period is a grace period, allowing you to wait for the release of your desired smartphone. You can swap to your new smartphone anytime within these 6 months.

 

Q11. Is there a charge for the extension of 6 months’ subscription?

A11. You will continue to pay for the current monthly subscription fee of the old smartphone, which covers (A) a Device (B) a Mobile Plan with Digi Shield protection plan until you swap to the new smartphone.

 

Q12. How do I upgrade to a new smartphone 12 months later?

A12. After completing 12 months of your monthly instalment payments, you can walk into our participating Digi Stores, swap your old smartphone that should be in good working condition and select your new unit at a one-time upgrade fee of up to RM700 when you upgrade between Month 13 – Month 24.

 

Q13. How do I know if my smartphone is in good working condition?

A13. Our friendly staff at Digi Stores will perform the following assessment before we can accept your smartphone (acceptance of device is as stipulated in the Returned Device Acceptance Criteria, which is subject to approval by Digi).

Returned Device Acceptance Criteria:

  • You must allow our staff to install an app or software on your smartphone to test and validate whether the smartphone is in Good Working Condition.
  • We will examine whether the exterior condition of the smartphone is in Good Working Condition.
  • The first 8 digits of smartphone’s IMEI number by pressing *#06# must match the IMEI of the original smartphone rented to you.
  • All personal and confidential data/information must be cleared from the smartphone by you.
  • SIM card and/or memory card (if any) along with any accessories must be removed by you upon return of the smartphone to us.

Good Working Condition:

  1. the returned smartphone functions normally, i.e. capable of making and receiving calls, connecting to the internet, and touchscreen functions as intended;
  2. the smartphone has all the original equipment manufacturer (OEM) parts;
  3. is in good exterior condition with no physical damage like cracked screen/casing, liquid damage, minor chips and dents, connector damage, paint peeling, faulty or broken SIM reader, buttons not fully functional, scratches except for normal or light wear-and-tear; and
  4. the security features or any locking features are disabled (e.g. iOS unlocked, network unlocked, Find my Device on iOS, and etc.).

Q14. What if my old smartphone is not in good working condition?

A14. It is recommended that you call the customer hotline 03–79402800 and file a service request should anything happen to your smartphone during the programme period. You are entitled to file a service request to claim from the device protection coverage as long as it is stipulated within the criteria set under Digi Shield protection plan.

If your smartphone is not covered under Digi Shield, you are to pay a damage fee or a failure fee depending on the condition of your smartphone before it can be accepted for the phone swap. If the device cannot be returned, you have to pay the penalty fee.

 

Q15. What if my new smartphone that I swap after 12 months is not in good working condition?

A15. All smartphones under the Digi Up™ programme comes with Digi Shield that covers for potential mishaps such as attended theft, liquid damage and accidental damage. It is recommended you call the customer hotline 03–79402800 and file a service request to get a replacement phone claiming from the device protection coverage as long as it is stipulated within the criteria set under Digi Shield.

 

Q16. Do I get to keep my old smartphone after I have swapped it?

A16. No. Once you have agreed to swap your current smartphone and upgrade to a new smartphone under the Digi Up™ Programme, we will not return the smartphone to you. Hence, please ensure that you have done the necessary full data backup from your current smartphone before swapping for a new unit.

 

Q17. Will I be able to retrieve the data stored in my old smartphone after the swap?

A17. No. We are unable to restore or retrieve any data from your old smartphone once the transaction is completed. Please ensure you have performed a full data backup before you surrender the smartphone to our Digi staff during your upgrade process.

 

Q18. If I decide not to upgrade after 12 months, what will happen?

A18. Should you decide not to upgrade at any point within your 24 months’ contract period, you can continue on your monthly instalment payments until the 24th month and swap to a new smartphone at the end of the contract period.

 

Q19. Can I upgrade to a new smartphone earlier than 12 months?

A19. You can only upgrade after 12 months and after you have completed paying off your 12 months’ monthly instalment payments. Alternatively, you can cancel your contract and pay the penalty, which is the remaining device balance equivalent to [(RRP/24) x remaining months + admin fee] - and start a new smartphone contract.

 

Q20. What if I cancel the Digi Up™ Programme or terminate my line with Digi?

A20. If you cancel the Digi Up™ Programme or terminate your line with Digi before completing the minimum 24 months’ instalment period, you will need to pay a penalty fee, which is the remaining device balance equivalent to [(RRP/24) x remaining months + admin fee]. For example, for the Samsung Galaxy S8 retailing at RM3112.26 with remaining 6 months, the remaining device balance that you will have to pay is RM778.08 + RM800 = RM1578.08, excluding 6% GST.

 

Q21. Can I continue to stay on this programme after I have completed my 24 months’ instalment period?

A21. Yes, you can. You can continue to stay on this programme for an extended 6 months after which you will be required to swap your phone and upgrade to your next Digi Up™ device, change plan or terminate. If you do not swap your phone after the extended 6 months, you will be charged a Payoff fee.

 

Q22. What do I do at the end of my contract at the 24th month?

A22. You are to swap your old smartphone to a new unit and continue to use the service with a new smartphone, OR pay the payoff fee if the phone cannot be returned to us and change your plan to another Digi Postpaid™ plan, OR choose to terminate the Digi Up™ service.

 

Q23. What do I do at the end of the extended 6 months’ subscription at the 30th month?

A23. Same as above. You are to swap your old smartphone to a new unit and continue to use the service with a new smartphone, OR pay the payoff fee if the phone cannot be returned to us and change your plan to another Digi Postpaid™ plan, OR choose to terminate the Digi Up™ service.

 

Q24. What if I do not return the smartphone at the end of 24 months?

A24. Upon expiration of 24 months, we will automatically extend your subscription on a month-to-month basis up to a maximum of another 6 months from the expiration of the said 24 months’ tenure. You are advised to swap your old smartphone to a new unit at the 24th month of your contract period to avoid the charge for the extended subscription, which cannot be waived.

 

Q25. What if I do not return the smartphone at the end of 30 months?

A25. Upon expiration of 30 months’ tenure, your subscription will automatically lapse and you will be charged a payoff fee as the settlement of the smartphone; however, you are allowed to continue using the mobile plan.

  

Digi Shield FAQs

Q1. What is Digi Shield?

A1. With Digi Shield, you can now protect your devices with a mobile protection plan against accidental damage and attended theft. You device is protected from the moment you sign up. For a damaged device, your device will be replaced with a like-for-like replacement.

 

Q2. What are the main benefits of Digi Shield?

A2. You can enjoy all these benefits:

- If you accidentally damage your device or it is stolen, you’ll receive a replacement device of a similar kind and quality to your original device.

- Pick-up and delivery service for replacement.

 

Q3. What will be excluded from Digi Shield?

A3. Your device will not be covered in the following scenarios.

- Exclusions from Accidental Damage

- Damaged caused by intentional act.

- Light and normal wear and tear, gradual deterioration of the device or any latent defects.

- Accidental Damage where no actual known or identifiable event or occurrence can be attributable to causing the damage to the device.

Additional exclusions may apply. Please see the terms and conditions available at digi.com/digiuptnc for applicable provisions.

 

Q4. How much do I have to pay for Digi Shield?

A4. The monthly charges for Digi Up™ is inclusive of Digi Shield and your mobile device is protected for as long as you are on Digi Up™.

 

Q5. Will my manufacturer warranty still be valid with Digi Shield?

A5. Yes, you will be eligible for a manufacturer warranty claim for the first 12 months. Additionally, with Digi Shield, you will be eligible for 1 Accidental Damage and 1 Attended Theft or 2 Accidental Damage Service Requests in any rolling twelve-month period, beginning from the date of your first fulfilled Service Request.

 

Q6. How many service requests can I file in a year?

A6. You may file up to 2 service requests in any rolling 12-month period beginning with your first fulfilled request, only one of which may be for Attended Theft.

 

Q7. How will I know if I am protected?

A7. You will be protected as long as you are with Digi Up™. You can also contact the customer hotline 03–79402800 from Monday to Friday 09:00 AM to 06:30 PM (excluding Sat, Sun & Public Holidays).

 

Q8. How do I file a Service Request?

A8. Filing a Service Request is easy! Just call our customer hotline 03–79402800 from Monday to Friday 09:00 AM to 06:30 PM (excluding Sat, Sun & Public Holidays) and a friendly customer service representative will guide you through the entire Service Request process. You will need to complete and submit the certain Service Request documents, and may be required to submit additional documentation or information.

 

Q9. When must I file a Service Request due to Attended Theft or Accidental Damage?

A9. You will need to submit a police report on the loss of the leased phone from Digi and then submit it together with your Service Request to 03–79402800 within 7 days from the date the Attended Theft occurred. For Accidental Damage, you must file your Service Request to 03–79402800 within 7 days from the date the Accidental Damage occurred.

Q10. Is a receipt required when submitting a Service Request?

A10. No, it’s not required but the customer will need the following information to file a Service Request:

  • Subscriber’s first and last name.
  • Registered address with Digi.
  • 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.

 Q11. What are the Processing Fees?

A11. All valid Service Requests are subject to a Processing Fee, which will be payable by you.

 

Digi Shield Processing Fees (excluding GST)

Tier

RRP of Device at time of enrolment

Accidental Damage Processing Fee*

Attended Theft Processing Fee*

1

RM2001 – RM3000

RM320

RM650

2

RM3001 – RM4000

RM450

RM800

3

RM4001 – RM5000

RM525

RM1200

*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.

 

Q12. How can I make payment for the replacement processing fee?

A12. You can pay via credit card or debit card.

 

Q13. How soon will my Service Request be processed?

A13. Your Service Request will be processed within 7 Business Days upon payment of the applicable Processing Fee.  Upon approval, the Replacement Device will be couriered to the Customer within seven (7) Business Days from the date of the Service Request being approved. In the event that the approved Service Request is for Accidental Damage, Customer will be required to return the Device to the courier at the time of delivery of the Replacement Device. 

 

Q14. How do I get more information on Digi Shield?

A14. For more information, you can contact 03–79402800 from Monday to Friday 09:00 AM to 06:30 PM (excluding Sat, Sun & Public Holidays) or go to digi.my/digiuptnc

 

Q15. Can my friend perform the Service Request for me?

A15. No, only customers who have purchased the device with his/her identification are allowed to submit a Service Request.

Note: Customers may be required to produce their contract details and a proof of purchase on a case-to-case basis.

 

Q16. Does the Device Protection protect the customer while outside of Malaysia?

A16. Yes. However, you will need to perform the Service Request upon returning to Malaysia, as we do not courier the replacement device outside of Malaysia.

 

Q17. Where will the replacement device be delivered to?

A17. 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, Brightstar will make a second attempt at collecting the original Device and deliver the Replacement Device. Upon the failure of the second attempt, Brightstar will make another delivery attempt for a fee of RM50.00 (the “Non-Returned Courier Device Fee”) per trip. Please call our customer hotline 03–79402800 to confirm on the delivery attempts and for further enquiries.

 

Q17. Will you be sending me a new replacement device upon the Service Request submission?
A17. Replacement Devices may be new or 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 equipment manufacturer, the Replacement Device may be of a different model with similar features, functionalities and carries a fair market price to the original Device at the time of the Service Request was submitted. It will have the same operating system and will not be a model older than the original Device. 

Q18. Do I have to return the damaged/failed device?
A18. Yes, you have to return the damaged/failed device upon receiving your replacement unit.

 

Q19. What will happen if I do not return the damaged or failed device or return the wrong device?
A19. The rightful device intended to be returned will be IMEI blocked.

 

Q20. Do I need to ensure that the security features or any locking features are disabled? (e.g. iOS unlocked, network unlocked, Find my iPhone on iOS, Find my Device on Android and etc.)  
A20. Yes , the  security features or any locking features are disabled and must be unlocked when you return the damage device to us (excluding failed device)

      

Q21. Is there a penalty if I do not disable the security features or any locking features??
A21. No, but your Service Request may be denied if you fail to disable the security features or any locking features of your device.

 

Q22. Are accessories (charger, cable, etc.) required to be handed in during replacement?
A22. It is not required for you to hand in the accessories.

 

Q23. If a customer cancels his Digi Up™ Programme, will the Device Protection for the replacement device remain?

A23. The device protection for programme subscriber’s replacement device will be terminated as soon as they terminate their Digi Up programme.

 

Q24. If I have filed my Service Request but it has not been fulfilled, when will my Service Request expire?
A24. The Service Request has to be completed within 7 days after the filing of the Service Request. After 7 days, the Service Request will expire.

 

Q25. Can someone else receive the replacement device on my behalf?
A25. No, unless there is a written consent from the owner of the device during the submission of the Service request.

Q26. What if a family member or friend holding the owner’s device faces one of the protected Failures, will the family member or friend be eligible for the Service Request?

A26. The protection for the device is only for the registered owner of the plan as per the Device Subscription agreement. Hence, the Service Request must be submitted by the registered owner.

 

Q27. When the customer phone is replaced, will the replacement device information be recorded?

A27. Yes, the replacement device information will be recorded. The information of the original device protected will remain as well, for reference.

Existing Easy Up Customers FAQs
Q1. I have completed 12 monthly installment payments for my current Samsung Galaxy S7 Edge/Samsung Galaxy A7 on Easy Up and I wish to upgrade my smartphone to the latest model. What are the options that I have? 
A1. Upgrade your smartphone for FREE to the new Digi Up program and get the latest flagship smartphone with a protection coverage of 24 months under the worry-free Digi Shield. Under this new Digi Up program, you will also enjoy 25GB All Day Internet and 25GB Weekend Internet. As you are currently under the Easy Up program, you have the privilege to be on the fast track to join the new Digi Up program. Check out digi.my/digiup for more information. Alternatively, if you wish to remain in the old program, you may do so until you reach Month 24, and subsequently keep your current smartphone. 

Q2. Where can I sign up for the new Digi Up program? 
A2. Walk into any of our participating Digi Stores today! The participating Digi Stores are Petaling Jaya – Sunway Pyramid (LG Floor), Bangsar – Bangsar Shopping Center, Klang – BBT One Tower, Pulau Tikus and Johor Bahru – Danga Bay. 

Q3. Am I automatically eligible for Digi Up program upon completing 12 monthly instalment payments on Easy Up? 
A3. Yes, you are automatically eligible when you return your current smartphone in good working conditions (provided it fulfills the stated requirements of an acceptable phone), the IMEI of your returned smartphone matches the record in Digi and sign up on the new Digi Up program at one of the 5 participating Digi Stores.

Q4. What if the smartphone that I return is not in good working condition?
A4. If your phone is not accepted for return, you may continue to stay on the program for the full 24 months instalment period, and subsequently keep your smartphone. Alternatively, you can exit the program and pay a penalty fee, which is the remaining device balance equivalent to [(RRP/24) x remaining months].

Q5. Can I upgrade to the latest smartphone but maintain on the current Easy Up programme? 
A5. If you wish to remain in your current Easy Up program, you may continue to make the monthly instalment payments for your rate plan and smartphone until you reach Month 24 and subsequently keep your smartphone. You will not be able to upgrade to any latest smartphones on Easy Up program as Easy Up is no longer available. However, you are privileged and is automatically qualified for the new Digi Up program whereby you will be entitled to swap your current smartphone with a new smartphone. Check out Digi Up for more information.

 
For Digi Up Terms and Conditions, click here.

Comments
by chow1942 Member
on ‎09-02-2018 04:55 PM

the option is simply limited

by Support
on ‎11-02-2018 09:01 AM

Thank you for your feedback, chow1942. Should there be any additional offering in the future, we'll surely update the info :-)

by Liongloong Member
on ‎13-02-2018 09:32 AM

I'm interested but I can't sign up at Digi Store Express. Why aren't there any Digi Stores in Sandakan?

by azzar87 Member
on ‎13-02-2018 10:51 AM

low benefit. others telco after  24 month do not need to return the device (without fees)

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