FAQ: Protect+ by AppleCare Services

1. What is Protect+ by AppleCare Services?

Protect+ by AppleCare Services is a device care and support plan that extends technical support coverage and provides No Questions Asked Device Swap, Replacement or Repair coverage for multiple Apple devices, subject to Protect+ by AppleCare Services terms and conditions.

2. Who is eligible for Protect+ by AppleCare Services?

The CelcomDigi subscribers will be entitled to subscribe Protect+ by AppleCare Services under the following conditions:

1. For new CelcomDigi postpaid subscribers, you need to purchase a new iPhone with CelcomDigi Easy360 or Pakej MegaJimat device plan and subscribe to Protect+ by AppleCare Services
2. For existing CelcomDigi postpaid subscribers:
   1. iPhone can be purchased without signing up for a new plan. Only one registered device is allowed per CelcomDigi mobile number or plan 
   2. If an iPhone was recently purchased from CelcomDigi, it must be registered with Protect+ within 60 days from the device purchase date. The iPhone must be in a full working condition with a SIM card inserted, and proof of purchase is required.

3. What services are included under Protect+ by AppleCare Services?

4. What devices are covered under Protect+ by AppleCare Services?

Protect+ by AppleCare Services covers up to 4 devices, limited to 1 device per category. The Device Categories are: 

• iPhone (primary device); must be purchased from CelcomDigi
• iPad, Apple Watch, AirPods/Beats (secondary devices): can be purchased from Apple, authorized Apple resellers, or participating partners.

5. How long does Protect+ by AppleCare Services coverage last?

Protect+ by AppleCare Services coverage automatically renews each month and continues as long as the subscription remains active.

6. How can I subscribe to Protect+ by AppleCare Services?

You can subscribe to Protect+ by AppleCare Services during the device purchase:

• Step 1: Log on to CelcomDigi Website
• Step 2: Select your preferred device, rate plan, and applicable offers. The Protect+ by AppleCare Services will be auto selected.
• Step 3: Proceed to checkout and make payment. An upfront payment may be required, subject to eligibility.
• You may also enrol within the 60 days after device purchase via CelcomDigi retail store.

7. What is the plan for Protect+ by AppleCare Services?

8. How can I check if my device has Protect+ by AppleCare Services coverage?

You can verify your coverage via:

• Checking the plan in CelcomDigi App under ‘My subscription page’ 
• Checking the device settings (Under: General- AppleCare & Warranty)
• Checking in the Service Portal
• Contacting Apple Support

9. When will my Protect+ by AppleCare Services plan be activated?

Your Protect+ by AppleCare Services will be activated within 5 days of receiving your new device. You will also get confirmation of the plan and notification through: 

1. SMS from CelcomDigi (sender: 20000) 
2. Email (sender: protectplus@bolttech.my) to update you on the Protect+ by AppleCare Services plan subscription which includes link to Bolttech portal to register Apple secondary devices. 

10. What is not covered by Protect+ by AppleCare Services?

• Cosmetic damage that does not affect functionality
• Lost or stolen devices (for secondary devices)
• Unauthorized modification example jailbreaking, rooting, installation of unauthorized software, firmware alterations
• Damage caused by misuse or intentional acts

11. How do I request for service or make claims?

You can request support through:

You shall made a service request not later than thirty (30) days of Date of Incident.

12. What are the service fees that I will need to pay when I make a service request?

The service fee applicable depends on your plan and device:

13. How often I can submit a repair/service claim?

14. Do I need any documents to request a repair or replacement? 

No. Simply register your device in advance using the device serial number, model and purchase date. You will receive the registration link via email within 7 working days of receiving your device. 

15. Will I receive a new replacement device?

Replacement devices are only applicable for iPhone (primary device only). It may be:

• New
• Equivalent to new in performance and reliability
• Refurbished using Apple-certified parts

16. How long does a repair or replacement take? 

Most repairs or replacements can be completed on the same day and are generally completed within 7 days nationwide. Service time may vary depending on: 

• Your device model 
• Parts availability 
• Service location 

Before your service begins, Apple, Bolttech, or an authorised service provider will provide an estimated timeframe for completing your service request. 

17. What happens if my device cannot be repaired?

If eligible under Protect+ by AppleCare Services coverage, Bolttech may replace the device with:

• The same model, or
• A comparable replacement device

18. Does Protect+ by AppleCare Services cover battery replacement?

Yes, if the battery retains less than the specified percentage (80%) of its original capacity during the coverage period

19. Can Protect+ by AppleCare Services be transferred to another owner?

No transfer of ownership is not allowed for Protect+ by AppleCare Services

20. What happens if I upgrade to a new Apple device?

Protect+ by AppleCare Services coverage generally remains attached to the original device and does not automatically transfer to a newly purchased device. You may subscribe to a new Protect+ by AppleCare Services for your new device.

21. Can I cancel Protect+ by AppleCare Services?

Yes. Cancellation can be requested via CelcomDigi App.

22. Does Protect+ by AppleCare Services cover lost or theft?

Yes. Protect+ by AppleCare Services provides coverage for the loss or theft of your primary device (iPhone). A one-time replacement fee applies for each service request.

23. Is accidental damage covered?

Yes, you're covered for accidental damage incidents, including accidental screen damage and liquid damage, under Protect+ by AppleCare Services. For complete coverage information, please refer to the Terms and Conditions.

24. Can I use Protect+ by AppleCare Services internationally?

Yes, you can request for Device Repair worldwide through Apple and Apple Authorized Service Providers.

25. What I need to do before handover the device for swap or replacement?

You must turn off or remove any personal lock security feature (e.g. Find My iPhone) on the Registered Device before returning such Registered Device to the Courier. The Service Request will be cancelled when customer does not turn off the personal lock security.

26. Will I be notified about the next steps after submitting a repair or device swap request? 

Yes, you'll receive a confirmation email from Bolttech with guidance on the next steps. 

27. Can I switch my coverage to a different device?

Unfortunately, no. Once a device has been registered under the plan, it cannot be changed. Coverage is limited to one registered device per category.

28. What happens to my Protect+ by AppleCare Services if I miss paying my bill?

If your CelcomDigi account remains suspended for more than 60 days due to non-payment, your Protect+ by AppleCare Services coverage will be terminated. Once your account is reactivated, you may need to re-enrol for the service.