Making a Swap/Replace Request

1. What will happen to my Phone Care if I didn’t pay my bill?
Phone Care service will automatically be terminated if your Celcom account is suspended for more than 60 days.

2. Is there any hidden cost? 
No. All cost of subscriptions fee & Swap/Replace service request fee are clearly stated in Phone Care registration form/addendum and customer terms and conditions.

3. What shall I do if I want to make a swap/replace service request?
If you are a Phone Care customer, you can make a swap or replacement by submitting a request here.

4. What are the operating hours for Celcom Phone Care online portal?
24 hours daily.

5. Do I have to provide any supporting document while making swap/replace service request?
You are not required to provide any supporting document. As long as your Swap Only or Swap & Replace subscription is active and no call bar on your Celcom account.

6. Do I get a brand new phone for my swap/replace request?
You will get a like mobile device, this means that: 

• May be new or refurbished
• Is of similar kind, quality and functionality;
• If it is refurbished, it is refurbished by OEM authorized service providers;
• May be a different make, model or colour;
• Does not include any device accessories.

7. What is included in the swap/replacement of the like mobile device?

• For mobile phone & tablet, you will receive the like mobile device without any accessories (earpiece, charger, cable, etc.) 
• For wearable device;
  • Swap Request: You will receive a watch face packed in a dedicated Phone Care box without any accessories (charger, cable, band) 
  • Replacement Request: You will receive a watch face and a standard band packed in a dedicated Phone Care box. The choice of colour and design for the watch band is not available.

8. What is service request fee?
A service request fee is a fee payable upon acceptance of swap or replacement service request.

Service Request Fee (For customer who subscribe before 1 June 2018):

Service Request Fee (For customer who subscribe after 1 June 2018):

* Calculated from your start date. The above fees exclude SST which will be collected, if applicable.

24. How do I pay the service request fee?
Upon accepting the service request, our Phone Care consultant will ask for your credit card details and the corresponding amount will be charged to your credit card. Alternatively, you can opt to pay by cash on delivery.

25. When will my device be delivered?
Your device will be delivered within 6 hours if you’re in the Klang Valley and the service request is made before 3pm daily. Please refer to the table below for other location.

• For requests submitted after 3pm, delivery will be on the next working day excluding Sundays and public holidays. 
• For deliveries out of Klang Valley, delivery will be made within 3 days, excluding Sundays and public/state holidays.
• For Kelantan and Terengganu, there is no delivery on Fridays and public/state holidays.

26. How many times can I replace my phone?
You can make 2 service request which can be either swap or replace of your device within rolling 12 months from the start date of your first service request. For example, if you make a service request on 31 May 2018, you have until 1 June 2019 to make another service request.