Q. What is “Freedom Edition - Complete Mobile Protection”?
Flipkart’s “Freedom Edition - Complete Mobile Protection” is a special plan that protects your Mobile against any issue occurring in 12 months, including manufacturing defects, accidental or liquid damage. Additionally, you get a guaranteed exchange value to seamlessly upgrade to a newer mobile within 9-12 Months of purchase. In case you face any issues or have any query regarding your brand new smartphone, all you need to do is give us a call at 1800-425-365-365 or 1800 102 5365.
Q. What issues are covered under “Freedom Edition - Complete Mobile Protection”?
The program comprises of the following offerings:
Complete Mobile Protection
Buyback Guarantee
Under Complete Mobile Protection umbrella we cover,
- Accidental Damage including Broken Screens
- Liquid Damage to the Phone
- Any hardware or software defects
Under Buyback Guarantee you get,
- Guaranteed exchange value within 12 months of purchase. The value of buyback will be 40% of Mobile purchase price if claimed between 9-12 months
Complete Mobile Protection:
Q. What are the Benefits under Complete Mobile Protection?
● Multiple options for repair -
○ Get upfront cash payout in case you prefer getting it repaired yourself or
○ Let Flipkart do all the work for you to get the device repaired, including doorstep pickup and drop
● Brand Authorized Service Centers with genuine spare parts used for all repairs
● Free Doorstep Pickup and Drop
● Guaranteed Repair or Replacement
● Auto-activation of Policy post delivery
● Completely Hassle-free Paperless Claim Process
Q. Who is providing this service?
“Freedom Edition - Complete Mobile Protection” is a Flipkart offering. The Insurance cover is provided by Bajaj Allianz General Insurance Company Ltd., and the services under the Program are offered by Jeeves Consumer Services Private Limited which is a Flipkart group company.
Q. How can I buy this for my Smartphone?
You can buy this program only on Flipkart. Please add the policy along with the new Smartphone device you wish to purchase in the same cart.
Q. Can I buy this program after I’ve already purchased the phone?
No. You can only buy this along with a Smartphone purchase on Flipkart.
Q. How will my policy be activated?
There is no activation required. Your policy will get activated through the details you have already provided at the time of placing the order.
Q. Do I need to provide any additional information for activation of the policy?
No. You don’t need to provide any additional details apart from what you provided to Flipkart at the time of purchase.
Q. How do I get a policy confirmation?
Flipkart will send email confirmation to you with all the detailed TnC and other helpful details. You will get the details within 24 hours from the time the device is received.
Q. When can I make a claim?
You are eligible to make a claim anytime post the start date as communicated over activation email till the date when policy expires. Policy will expire after 1 year from the start date.
Q. How can I make a claim for repair?
● Call our dedicated helpline at 1800 425 365 365 or 1800 102 5365 and share the issue along with Policy ID
● Speak to our service manager for registering a repair claim or a cash payout claim (Please note that for manufacturing issues, only repair option is available)
● Submit relevant docs\pictures and Bank A/C information through the link shared over email
● In case you are eligible for cash payout, payment will be disbursed to the Bank A/C within 24 business hours
● In case of accidental damage repair, pay a nominal amount as processing fee via online link
● Device will be picked up, repaired and dropped back to you within promised date
Q. What happens to my personal data which is there in the device?
Your device will be formatted during the repair process. Please backup your data before handing over the device to the pickup agent.
Q. How can I check the status of my claim?
You can check status of your claim by calling at1800-425-365-365 or 1800 102 5365
Q. When will I get my device back?
The program offers a guaranteed repair SLA (10 or 15 days depending on your location) to you which will be communicated post purchase via email. SLA (service level agreement) is defined as the total time elapsed between the pick-up of the Covered Product from the Service Address and the first attempt to deliver back the device to your address. If you don’t get your device back within promised date, you will be eligible to get an Flipkart EGV of Rs 500.
Q. Can I raise multiple claims?
You can raise only one claim for any accidental or liquid damage. However, you may claim any number of times for repairs covered under brand warranty. Brand Warranty covers any manufacturing defect which hampers the normal functioning of the phone.
Q. Will the device be picked up and dropped back from my residence? Will I be charged separately for the pickup and drop service?
Under Complete Mobile Protection program, you can avail unlimited free pick-up and drop for your device. There will not be any additional charges for the same.
Q. Can I avail of only one of either pick-up or drop?
Pick-up and Drop are part of a single service consisting of 2 legs. Availing of only one leg of the service i.e. only pick-up or only drop is not allowed.
Q. What happens if my claim gets rejected? Can I claim again?
Yes, subject to furbishing substantial additional information; we will objectively re-evaluate your claim.
Q. What if I want to change the device covered under policy?
You can’t change the device covered under policy unless authorized by the Brand or by Flipkart.
Q. What if my device gets changed due to manufacturer’s defect/ Flipkart replacement?
The policy shall continue on your replaced device. Jeeves should be duly informed with details of new device (Brand, Model, IMEI) of any such change by calling 1800-425-365-365 or 1800 102 5365 within 7 days of replacement. Failing to do so will disrupt your seamless claim process.
Q. What if I resell the device? Is the policy transferable? What if I’m buying the device as a gift for someone?
Yes, the policy is transferable. Jeeves should be duly informed with details of new owner (Name, Phone number, Address) of the device by calling 1800-425-365-365 or 1800 102 5365. Failing to do so will disrupt your seamless claim process.
Buyback Guarantee:
Q. How does Buyback guarantee work?
Buyback Guarantee is an offering that provides an assured buyback value for your phone. This Buyback value can be availed as a discount on the next phone you purchase from Flipkart.
At the time of purchase of your next phone, you simply opt for 'Claim Buyback' on the product page and the discount will be applied for the phone you're purchasing. Post your order placement, the wish-master will take back your old phone and handover your new phone.
Q. What checks will be performed by the wishmaster at the time of pickup?
- Brand and model of the old device should match with the original device purchased n Flipkart with the Buyback Guarantee policy
- The IMEI number of the old device should match with the original device purchased on Flipkart with the Buyback Guarantee Policy.
- The phone should switch on and should be in the ON mode for a minimum of 30 seconds without being connected to a charger
- Phone screen and the body of the phone should not be damaged or broken. Products with the following issues will not be picked up:
- Dead pixels, spots, lines or static on any part of the screen/display
- Cracks on the screen or light emitting from the side of the screen
- Cracks on the panel, dents in the body, swollen handsets and devices with missing buttons missing
- Devices with damaged charging port.
- Original box, charger, headphones and accessories to be returned are in good condition
- Screen lock should not be active (all forms of screen lock viz; pattern, pin, password, fingerprint, face recognition, smart lock, etc. need to be deactivated).
- In case of Apple phones, iCloud account should be dis-associated/unlocked from the phone
Q. Can I get cash or wallet credit when I redeem my Buyback Guarantee?
No, you can avail only a discount against the purchase of a new phone.
Q. Can I redeem Buyback Guarantee value as discount against any new phone?
No - you can redeem this at the time of your next purchase against a select set of sellers, and only on phones which are priced higher than the Buyback Guarantee value promised to you.
Q. Do I have to compulsory return the phone if I purchased the phone on Buyback Guarantee?
You can do one of the following:
Keep your old phone and not claim Buyback Guarantee
Return your old phone and make the next purchase using Buyback Guarantee discount.
Q. Do I need to return the original box, charger and accessories along with my phone?
Yes, you need to return the original box, charger and accessories along with the phone to claim the complete Buyback Guarantee value. In case you fail to do so, there could be a reduction in the Buyback Guarantee Value.
Q. What happens when I cancel/return my phone order?
If you choose to cancel/return your phone order, the price of the phone and the Buyback Guarantee will be refunded to you, and the policy stands cancelled.
Q. I bought a phone today and got a replacement phone after 10 days. Since when does my Buyback Guarantee policy go live?
The policy will be applicable from the day the replacement phone is delivered to you.
Q. If I buy my phone from another website or retail store, can I become eligible for the Buyback Guarantee program?
No, the Buyback Guarantee program is only available to customers who purchase phones through Flipkart, offered by select sellers.
Q. How do I send my old phone to Flipkart?
A Flipkart delivery executive will visit and pick up your old phone when he delivers your new phone. The executive will inspect the phone to ensure it is the original device purchased from Flipkart and fulfils other obligations of the Buyback Guarantee policy.
Q. I lost the box of the phone but I have all the other accessories. Would I still be eligible for the Buyback Guarantee discount?
Yes, but there will be deduction in the Buyback Guarantee value.
Q. My Buyback Guarantee policy becomes valid only starting June 1st, 2017. Can I redeem the Buyback Guarantee value before this date as well?
No, Buyback Guarantee value would be available only in the specified redemption window. However, you can still avail the prevailing regular exchange price for your phone if any such scheme is running for your smartphone on Flipkart.
Q. My Buyback Guarantee policy expired. Can I reactivate it?
No, the policy lapses on the expiry date and may not be extended or reactivated. However, you can still avail the prevailing regular exchange price if any such scheme is running for your smartphone on Flipkart even after your policy lapses.
Q. If I shift from current address to another, can I still avail Buyback Guarantee?
You can avail Buyback Guarantee as long as the new address falls within the pin-codes where Flipkart offers product exchange pick-up facility.