What is ClickSecure?
ClickSecure is our mobile device protection for your new mobile phone.
Life happens every day and ClickSecure is here to ensure that you’re always connected. When your device breaks, you don’t have to worry about the high costs of repair or replacement. We will fix it for you as fast as the next day and that’s peace of mind for you.
ClickSecure is powered by Bolttech.
Who is Bolttech
Bolttech builds a digital ecosystem that offers a platform to create and provide digital insurance & device protection products & services.
What are the instances not covered by the service request?
- Manufacture defect
- Late reporting of a claim (Beyond 30 days)
- Commercial Use (units that are used for work or business)
- Negligence and intentional damage to the device
What does the maximum repair value mean?
The maximum repair/replacement amount is the possible value that the customers can claim. The repair value is equal to the device purchase price.
How many times can I file a request?
You can file a request multiple times until the limit of liability or SRP of the device is exhausted.
Device SRP: 10,000
Limit of liability: 10,000
1st-time repair: cost of repair is 3,000
Remaining limit: 7,000 (10,000 less 3000)
2nd time to claim: cost of repair is 4,000
Remaining limit: 3,000 (7,000- 4,000)
For units that are beyond economical repair (BER). It will be replaced with a unit with the same value as the current limit of liability.
For replacements, can the customer choose the unit to be replaced? Will he for pay anything?
The customer will be given a choice regarding the unit to be replaced based on the available units. The customer can choose, in case the unit chosen by the customer is more expensive, it can add cash to cover the cost. (Current limit of liability + top-up amount = actual unit price)
How to file a service request?
- Customer Portal, visit landing page https://device.bolttech.ph/service-request
- By sending a message on Facebook. https://www.facebook.com/bolttechdp.ph
Can the customer still retrieve the files on the phone before repair?
Customers are advised to back up files before pick-up.
Can the customer file a request if the phone is damaged in another country?
Yes. The customer can have the phone repaired. However, the customer must produce travel documents to prove the travel.
How long before the unit can be returned to the customer after being repaired or replaced?
If the service request qualifies for the service delivery guarantee, it will be made and delivered within the promised turnaround time depending on the pick-up location of the device.
In case the phone is not made within the turn-around time how long before monetary relief is given?
Maximum of 15 days or depending on how long the customer can provide banking details.
What is the promise of the Money Back Guarantee?
Money-back guarantee is Bolttech's commitment to repair and deliver the unit to the eligible client within the promised turnaround time otherwise the payment for device protection will be refunded.
Is this applicable for work phones or phones used for delivery?
The terms of service of the device protection include that the phone can only be used for domestic or personal use
Phones used for commercial use such as food and ride-hailing services are not covered.
What if the unit is damaged repeatedly after repair?
The customer is entitled to unlimited repairs until the maximum limit of liability is exhausted or until the end of the service period.
Will the money paid by the customer be refunded in case the request is rejected?
No. It can only be returned if the repair is not done within the promised turnaround time as long as the service request is qualified for a Service delivery guarantee. The customer will be contacted, and a decision letter will be sent via email to explain the reason for the denial.
SERVICE DELIVERY GUARANTEE
We are committed to providing you with an uninterrupted digital lifestyle. We understand having a working smartphone is an essential part of your day-to-day life. We commit to providing hassle-free, door-to-door repair delivery services within a guaranteed service time and if we don’t, you shall be entitled to monetary relief as described below.
- GUARANTEED SERVICE DELIVERY TIME
1.1. The service delivery time varies based on the location we collect and/or deliver your faulty smartphone. The guaranteed service delivery time for different locations is set out in Appendix
- 2. The guaranteed service delivery time is reckoned from the time when bolttech collects your faulty smartphone to the time we deliver the repaired or replaced smartphone to your possession.
1.3. If the delivery location of the repaired smartphone is different from the collection location, the guaranteed service delivery time with the longer duration of the two (2) shall apply.
1.4. Service requests submitted from Monday to Friday between 9:00 a.m. to 5:00 p.m., will be processed on the same business day1.
1.5. Service requests submitted after 5:00 p.m. on Monday to Friday, during weekends or public holidays shall be processed on the next business day.
- TERMS AND CONDITIONS
2.1. If we fail to deliver our service within the guaranteed time, you shall be entitled to monetary relief, which sum shall be equivalent to the amount of the Repair Contract Fee you have paid for the service plan. If you pay for the service monthly, you shall be entitled to the aggregate sum of the Monthly Repair Contract Fee which you have paid up to a maximum of twelve (12) payments 2.
2.2. In such an event, you are not entitled to any refund of any repair and replacement service fees paid (if applicable).
2.3. This service delivery guarantee does not apply to a service request(s) made by walk-in customers.
2.4. The time of verification of the service request is validated based on bolttech’s system timestamp.
2.5. The monetary relief shall be given through an electronic bank-to-bank fund transfer 3, the amount of which shall be determined solely by bolttech.
2.6. You are not entitled to the monetary relief from bolttech:
(a) where the guaranteed service delivery time is not met due to the fault or negligence on your part (e.g. delaying pick up and/or delivery of the repaired smartphone); or
(b) in the event of force majeure 4.
Please refer to the Terms of Service of your service plan for complete details and the applicable terms and conditions of the services you are entitled to, including the steps to file a service request.
1 bolttech defines business days as Monday to Friday 9:00 a.m. to 5:00 p.m., excluding public holidays.
2 The amount of Repair Contract Fee / Monthly Repair Contract Fee is as shown in the ‘Summary of Your Details’ section in the Terms of Service.
3 You will be required to provide your Philippine-based bank account details.
4 Force majeure means any event affecting the performance of the commitment arising from or attributable to acts, events, omissions, or accidents that are beyond the reasonable control of bolttech, such as any abnormally inclement weather, flood, earthquake, epidemic, or other. natural physical disaster, war, riot, terrorist action, civil commotion, and any legislation/regulation/ruling issued by a government authority (including a judicial body) in the Philippines which prohibits the performance of this commitment