- Read & complete the MTN Technical Fault Report and send it back to us with your collection address and date for collection
- Package up your phone, ready for collection, in its original packaging if possible (but not critical) – don’t forget to include your battery, charger and back cover. Please ensure that you back-up your device before sending it in for repairs! Memory/sim cards are not to be booked in with the device.
- Include a copy of your purchase slip in the package (if possible)
- We’ll send our courier to collect. The collection and delivery fee is on us if you purchased your phone from Bfor; it will cost you R150 if purchased from another MTN retailer
- We’ll get your phone fixed at the approved MTN Service and Repair Centre free of charge if it’s still under warranty or guarantee
- Or we’ll contact you with a quote if the phone is out of warranty or if the repair is not covered by the warranty.
- Should you be liable for any ‘Service Charges’ we will provide you with the MTN Banking Details and a MTN Job Card Number to use as your reference when making payment. To make life a bit easier for you we have a summary below of these Service Charges!
- We’ll try and get your phone back to you as quickly as possible but MTN would like you to know that repair time is dependent on availability of parts, equipment, capacity etc.
THINGS TO REMEMBER
Service Charges
These will be applicable to all out of warranty and non-warranty devices (meaning the warranty has been voided).
These charges are applicable when the Customer (“you”) has instructed MTN to assess the Device, which by necessity requires certain services to be performed by MTN for the purposes of assessing the fault/damage in order to validate warranty or provide you with a quotation for the costs of repairs to the device, and is charged only when a Device is not covered by the Original Manufacturer’s Warranty, and or/the Workmanship Warranty either because the Warranty has expired or the fault/ damage is not included as a part of such Warranty.
a) Quote rejection fee: R330.00 Incl. Vat.
This Fee only applies when the repair quotation provided is either rejected, not answered or the quote has expired.
The quote rejection fee is applicable only to out of warranty or non-warranty assessments.
Note: The Quote Rejection Fee will not apply when the repair quotation is accepted.
b) Technical Assessment Fee: R330.00 Incl. Vat.
A technical assessment fee is applicable in the event that an in warranty assessment reveals that the warranty is voided in accordance with MTN and manufacturer limited warranty conditions, due to user induced or other damages e.g. liquid damage, physical damage, unauthorized repairs, Blacklisted etc.
Devices that have voided warranty and/or found to be Beyond Economical Repair (BER).
Out of warranty and non-warranty devices that are booked in for a second opinion or re-assessment after the original assessment.
Devices that require assessment and fault reports for 3rd party insurance purposes.
Applicable to Apple devices returned un-repaired or without being serviced due to “Find my iPhone” feature not being deactivated by the customer.
c) No Fault Found Fee: R330.00 Incl. Vat is applicable as follows:
After being assessed, the device is found to have no faults – No Fault Found (NFF).
Devices under workmanship warranty that are assessed and found to have no faults – No Fault Found (NFF).
Devices that are re-assessed and the NFF findings are the same as the previous assessment.
If any of the circumstances set out in 1a; 1b; or 1c above applies, then in such case you will be liable for the costs of R330.00 plus VAT, failing which MTN shall be entitled withhold the return of the Device until such time as you make payment of the Fees set out in 1(a); (1b) or (1c), whichever is applicable.
Software Updates
These are mandatory on all devices sent in for repairs. Software updates will restore the device to factory settings by default, effectively erasing all stored data including address book contacts, pictures, videos etc. Please ensure that you back-up the device before handing it in for repairs. MTN shall not accept liability for data loss in any way whatsoever or for loss of any other stored information including costs incurred to re-purchase applications or deleted content.
Mandatory Accessories
Your battery, charger and back cover must be booked in with the device, failure to provide mandatory accessories shall result in the device being returned un-repaired with the applicable service charges being levied (R330 incl Vat)
Memory and sim cards
These are not to be booked in with the device, they shall be destroyed immediately on receipt at the Repair Centre in accordance with policy. MTN shall not be liable for the cost of replacement in these instances.
Apple Devices
Please remember to deactivate the “Find My iPhone” feature or a Technical Assessment Fee of R330 (incl Vat) will be levied and your device returned “un-repaired.
Liquid/Physical Damage
A technical assessment fee (R330 incl) is applicable in the event that an in warranty assessment reveals that the warranty is voided in accordance with MTN and manufacturer limited warranty conditions, due to user induced or other damages e.g. liquid damage, physical damage, unauthorized repairs, Blacklisted etc.
