Malaysia Postal Repair Service Guide

Applicable products： Accessories，Audio Series，Tablet，Wearable，Smartphone

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Malaysia Postal Repair Service Guide

1. Service Profile

What is Postal Repair Service

Due to distance and time reasons, it is inconvenient for you to go to a service center in person. Therefore, Huawei provides postal repair service in Malaysia for smartphones, tablets, wearables, accessory and certain selected IOT products only purchased through Huawei-authorized channels. The Service is NOT available for HUAWEI branded PC and Laptop products. By postal repair, you can send their products for repair by mail and do not need to pay for the delivery.

How Long will Postal Repair Service Take

Postal repair process consists of logistics and repair.

In common cases, the whole process takes 5-7 days. Pickup from your house usually is done by next working day except for weekend and public holiday, and normal repair time 1-2 working days. Once repair completed, the repaired device will take roughly another 2-3 working days to get back to your return address. The duration may be prolonged in special cases, such as holidays, delivery delay due to bad weather, failure to reach the user and more.
Not ODA Areas: SLA for pick up from your address is 3-5 working days and returning the device back to customer's address would require additional 3-5 working days (excluding the repair time that would take 1-3 working days). Overall estimated TAT for the whole process may take 7 to 13 working days. This is an estimated time only and may vary due to logistics.
For ODA (Out of Delivery Areas): SLA for pick up from customer's address is 5-7 working days and returning the device back to customer's address would require additional 5-7 working days (excluding the repair time that would take 1-3 working days). Overall estimated TAT for the whole process may take 11 to 17 working days. This is an estimated time only and may vary due to logistics.

Please refer to GD Express Sdn Bhd - Service Area Reference (SAR) to check what areas are ODA (Out of Delivery Areas).

2. Availability

Time and Dates

Postal Repair Service can be applied at anytime you need it through HUAWEI Hotline 1800 22 0086.

Applicable Countries and Regions

Applicable Countries/Regions	Inapplicable Countries/Regions
Malaysia	Customers services and supports vary by countires and regions, please contact the local Huawei hotline for the availability of postal repair in the required country or region.

Applicable Service Centers

To provide more professional and effective service, only HUAWEI Authorized Service Center The Exchange TRX in Peninsular Malaysia and ASC Kuching in East Malaysia will assist with Postal Repair Service. Learn more information via Huawei official website or Hotline 1800 22 0086.

Applicable Product Category

Item	Applicable Product	Inapplicable Product
Product brand	Huawei	Third-party brands
Product category	Smartphones Tablets Wearables Audio product Accessories	PC Smart TV Mobile Broadband
Product type	Officially released products	Products purchased from Huawei official channels outside Malaysia

Applicable Product Models

The Service is available only for HUAWEI branded smartphones, tablets, wearables, accessory and certain selected IOT products only.

3. Limitations and Conditions

Number-of-time Limit of Postal Repair Service

There is no number-of-times limit of Postal Repair Service.

Conditions

To apply for postal repair service, the product should meet the following conditions:

E-warranty card or other types of valid POP is required.
Through postal reapir, only product detection, repair and maintenance service are available. Return or replacement service is not available.
Postal repair is available to all faults within and out of the warranty coverage.

Determine the Warranty and HUAWEI Care Validity-Postal Repair Service

For the situation that the product was within warranty period when applying for in-warranty repair or maintenance through postal repair, but out of the period when received by the service center, the warranty validity should be determined in accrodance with the following standards:

If you submit the application through hotline, warranty validity will be determined based on the application date.
If you choose self-mailing for postal repair, warranty validity will be determined based on the mailing date.

4. Charges and Invoice

Charges of Postal Repair Service

Warranty Status	In-warranty	Out-of-warranty
Components of Charge	free of charge	The total charge=labor fee + spare part fee You can check spare part price on Huawei official website. Labor fee is decided by the product category, please get specific information via Hotline 1800 22 0086.

Warranty Status

In-warranty

Out-of-warranty

Components of Charge

free of charge

The total charge=labor fee + spare part fee

You can check spare part price on Huawei official website.
Labor fee is decided by the product category, please get specific information via Hotline 1800 22 0086.

Invoice Obtaining

Service Access	Invoice Type	Obtaining Method	Logistic Fee	Invoice Issuance Time	Invoice Issuer	Remarks
Postal Repair	Paper invoice	delivery with the repaired product, express	free	service completion day	service center	You are suggested to communicate with the service center about the available invoice type, issuance time and obtaining method.
E-invoice	E-mail, MMS message	N/A

Service Access

Invoice Type

Obtaining Method

Logistic Fee

Invoice Issuance Time

Invoice Issuer

Remarks

Postal Repair

Paper invoice

delivery with the repaired product, express

free

service completion day

service center

You are suggested to communicate with the service center about the available invoice type, issuance time and obtaining method.

E-invoice

E-mail, MMS message

N/A

5. Available Service Combinations

Service content	Service Business	Supported by Postal Service or Not
Return/Replacement	Return	No
Return/Replacement	Replacement	No
Repair	In warranty repair	Yes
Repair	Out of warranty	Yes
Maintenance	Protective film application	No
Maintenance	Cleanup	No
Trade-in	-	No
Environmental recycle	-	No
Stand-by device	-	No

6. Instructions

Preparation before Send for Repair

To protect your private data and ensure a better repair experience, kindly check below preparation list before your device being picked up.

Number	Preparation	Action
1	Backup private data	Please do backup your private data such as pictures, contacts, call history, and 3rd-party app data etc. You can use SD card, Hisuite or Huawei Cloud to take backup. Huawei will not be responsible for any loss of data during the service in case you fail to complete such back up, deletion and remove. We will also not store any of personal data contained in your device for any purpose.
2	Remove screenlock password	Remove your screen lock password before pickup if you have set it in the device.
3	Remove accounts	Log out your Huawei and 3rd-party accounts, such as Google, Gmail, Whatsapp, Facebook, etc., before pickup.
4	Enable Maintenance Mode（for smartphone ）	Please switch your phone to Maintenance Mode after data backup if the function is supported by your device; If you are unable to operate the device due to power on issue or screen failure, skip to next step.
5	Remove SIM/SD card	Remove your SIM card and SD card after data backup.
6	Pack the device	There are two options for device packing: Logistic person packing or self-packing: If you chose to have your device packed by the logistic person, please be informed that the logistic person will do the pickup from your door step, and will be taking the pictures of your device and invoice; If you are going to do the packing by yourself, please do it safely follow the guide video we shared on your email ID.

Service Request

You can make, modify or cancel a postal repair appointment through HUAWEI hotline.

Contact number	1800 22 0086
Service Period	Mon to Fri, 9:00am-6:00pm
Service Language	English, Mandarin, Bahasa Malaysia

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