FAQ's Damage Protection [DP]

Offer: Damage protection [DP] is an exclusive offer to Sangeetha customers, wherein Sangeetha assures customer for replacing the same handset model with a new phone at 50% price.

Note : VAS Trial Pack and Free Pack is not applicable for discounted invoices.

Registration of customer and IMEI in Sangeetha Care App is Mandatory for all VAS benefits. No Benefits for non registered Customers.

Offer related FAQ:

  1. What is Damage protection [DP]?
    Damage protection [DP] is an exclusive offer to Sangeetha customers, wherein Sangeetha assures customer for replacing the same handset model & same colour with new at 50% price on Invoice.
  2. What are the conditions for DP claim?
    • Customer shall return the handsets within coverage period.
    • Box (with IMEI) and accessories mandatory.
    • Customer shall produce invoice copy which should clearly mention Damage protection purchase as separate product.
    • Customer shall produce ID proof to substantiate customer name and mobile number.
  3. Is there any registration requirement to activate this policy?
    Registration is not required. Upon mentioning of Damage protection item on invoice is good enough.
  4. Can customer purchase DP after invoice?
    No, DP can be purchased only on the same invoice. In case of certain special approval during campaign period, then with such written email approval, such cases can be taken separately. Presently, no such approval is given.
  5. In case of DOA handsets, how does this policy transfers to new handset?
    Policy automatically transfers however customer shall furnish both original invoice and DOA replacement invoice to avail the benefit of this policy. Customer shall ensure all details of both invoices are same. That is, same customer name, same models with colour.
  6. What are brands covered under this policy?
    All smart phones brands are covered under this policy except Apple and EOL models.
  7. What does customer get out of damage protection value?
    Customer does not have any option to choose to any other handset. DP policy allows the customer to replace his handset once in case of any damage.
  8. Is water damage covered under this policy?
    No, water damages of any sort will not be covered with damage protection policy.
  9. What is timeline for customer to utilize the claim value?
    Customer has to utilize claim on the same day. In case of non-availability of models, then VAS backend shall ensure handset is given to customer within 3 working days, else alternative model shall be arranged.
  10. Can a customer avail both Damage protection and price protection, if he has purchased both?
    Yes, customer can avail both Damage protection & price protection.
  11. Can a customer avail both assured buy back and damage protection, if he has purchased both?
    No customer cannot avail both assured buy back and damage protection because if handsets are replaced under AB claim/damaged protection claim, such handset cannot have any offers associated with it.
  12. What are the offers applicable on DP handset?
    No offers will be applicable on DP handset.
  13. In case the handset is purchased under cashback offer, then on what value is % calculated?
    In cashback cases % is calculated excluding the cash back. Same applies to advance cashback as well.
  14. Is this Damage protection pack applicable on discounted invoice?
    Yes, DP pack is applicable on discounted invoice provided, DP is purchased with additional payment. On discounted invoice, trial pack will not be applicable.
  15. If the handset is operated by non-authorized service center, is the offer applicable?
    No offer will be applicable, if the handset is operated by non-authorized service center.

    Process related FAQ

  16. Mention step by step process for DP?
    Customer has to visit the nearest store with complete kit, original invoice and id proof.
    Steps Particulars Person/Team
    Step 1 Sales Returns Store Team
    Step 2 Fill in VAS calculator [excel file] DP details Store Team
    Step 3 Make receipt entry as per VAS calculator Store Team
    Step 4 Send Email with full details Store Team
    Step 5 Sales DC VAS backend team
    Step 6 Internal stock order [ISO] for such stock VAS backend team
    Step 7 Stock transfer Store team
    Step 8 Stock Acknowledgements VAS backend team
  17. What document type to be selected for sales returns?
    Stores should select VSR document “DP sales return”.
  18. What all dates should be same in case of DP?
    Sales return [VSR} date and RV [VRV] date
  19. What are the details to be sent on email?
    Store will email to [email protected] with CC to [email protected] & [email protected] with details/photo of
    • Fully filled VAS calculator [ refer below VAS calculator process]
    • Damaged handset
    • ID proof
    • Invoice copy
    • Box with IMEI Details
    • Accessories
  20. What are documentation stores should provide to the customer?
    Stores should ensure atleast these documents are printed and given to customer
    • Original invoice at the time of sales
    • Receipt voucher for collecting receipt
    • Sales DC of new handset
  21. What is timeline for returning the handsets to VAS backend?
    Store should return the handset to backend before EOD or within 24 hours whichever is earlier.
  22. When should stores make STN on system?
    Stores should ensure STN are made along with actual transfer of stock from stores.
     

    General /Scenarios FAQ:

     
  23. Can a customer purchase any handset lesser than the approved DP Claim?
    No, he cannot purchase any other handset but in case, Sangeetha team is unable to provide replacement to the model, then model selected (by backend) will be considered as final. Differential amount to be raised as second receipt. [VRV]
  24. Which date is considered as claim date?
    Sales Return Date.
  25. Can customer claim DP without accessories & Box?
    Yes, customer can claim by returning the accessories from the new box however old handset box is mandatory.
  26. Can customer take any model as replacement?
    No, only same model. Only in case of non availability of same model, then equivalent model will be issued as replacement.
  27. Can customer take any colour?
    No
  28. If the damaged model is not available then what is the option for customer?
    Equivalent model will be arranged by the backend within 3 working days, else alternative model shall be given on 3rd day. Under no circumstance, it will not exceed 3 working days.
  29. If there is variation in the prices then will customer get settlement as per the invoice or the present rate?
    Settlement will be as per the invoice.
  30. On what basis the customer receipt amount should be calculated?
    Claim amount should be calculated on the invoice value as arrived in VAS calculator 4.0 version
  31. What if customer wants to repair his handset and does not want replacement?
    No, it is not possible as our offers are only for replacement.
  32. Should customer visit the same store of purchase to claim DP?
    No, customer can visit any nearest Sangeetha store to claim DP.
  33. If customer sells his handset to a second party with Sangeetha invoice, will he be eligible to claim DP?
    No
  34. On what amount will customer pay GST?
    GST will be paid on the receipt value.

6 Months Screen Protection Plan for iPhone

1. Screen Protection Plan (“Plan”)

This accidental screen damage protection contract governs the registration and support process for screen (also referred to as display, touch screen, touch panel) damages for Apple iPhones (“Device”) sold by Sangeetha Mobiles (“Authorised Channel”) channels in India & in its original packaging as approved by Apple India Private Limited (“Apple”) and purchased by an eligible Customer. This Plan is not valid for any devices or products that are purchased by a customer post a return from the original customer, and even in unboxed condition or from any other sales channels other than Authorised Channel in India. Service Lee Technologies Private Limited (hereafter “Servify”) reserves the right to discontinue the Plan without any prior notice and at its own discretion.

2. Plan Period

2.1 Period of coverage begins from the date of the plan purchase and ends on completion of 180 days from the purchase date.

2.2 The accidental physical damage protection coverage provided under this Plan is in addition to the coverage provided by the manufacturer’s hardware warranty.

3. Plan Activation Process

3.1 Beneficiary

The Device must be purchased from a listed Authorised Channel partner for availing benefits under this Plan. The Customer buying a Device from such Authorised Channel partner must activate on the Servify’s Mobile Application (hereafter referred to as “Servify App”) within 2 days of purchase of the Device, and by following the steps explained within the Servify App. Upon successful activation, subject to eligibility checks as deemed fit by Servify, customer will be instantly intimated about the successful activation. It is expressly agreed that the Customer or the Authorised Channel provide the data on the Servify App on their own and for the purpose of availing Servify’s services; as per the privacy policies of Servify (https://www.servify.tech/privacy).

4. Coverage Details

4.1 Customer

The purchaser of the Device whose name is mentioned on the original invoice is the beneficiary of this Plan, referred to here as Customer. The Customer’s spouse, children, parents and siblings or the recipient of the Device as a gift can also be the user of the Device subject to the fulfilment of the conditions mentioned in the terms and conditions detailed here. If the purchaser is a company, Customer shall mean any authorised representative/employee of the company authorised to use the Device.

4.2 Benefits Value

Maximum Benefits Value is equivalent to the one-time cost incurred for screen replacement, during the Plan Period. Only one Screen Damage Repair Request per Device is allowed during the Plan Period. The Beneficiary has to pay a Claim Processing charge of INR 999/- in case of repair during any claim event. All subsequent repair requests shall be considered as paid repairs only, and the Customer is liable to make payments for such repair requests if undertaken through Servify. In no instance if the Customer chooses not to get the screen damage repaired or willing to pay the differential amount applicable for the repair, Servify will refund the Benefits Value to the Customer.

4.3 Scope of Coverage

Provided the Device is handed over to Servify or its authorized channels in its entirety during the repair process & that the Customer has submitted the necessary proof of ownership of Device if demanded, as desired under this Plan and that the Customer has purchased the Device from an Authorised Channel, the following conditions would be covered. If the Device:

4.3.1 Suffers accidental physical screen damage affecting the functionality of the screen

5. Exclusions

5.1 Any damage or repair request raised and reported within 2 days of activation of this Plan

5.2 Damage due to intentional act or wilful neglect

5.3 Loss or damage arising before/after Plan Period

5.4 Loss or damage not reported to Servify within 72 hours of the damage to the Device

5.5 Any damage due to hire or loan of the Device to a third party or if ownership is transferred for a consideration to another Person

5.6 Damage arising due to unlawful act including Terrorist activity, War, Nuclear Explosion, Radioactive Contamination, Chemical, Biochemical, Biological, Electromagnetic, Cyber Attack

5.7 Consequential loss of any kind or description including wear & tear, manufacturing defects

5.8 Damage caused by incorrect storage, poor care and maintenance, careless use, gross negligence, incorrect installation and incorrect set-up

5.9 Damage covered by supplier, dealer or manufacturer’s limited warranty

5.10 Damage caused by (a) a product/accessory that is not supported with the Device, (b) operating the Device outside the permitted or intended uses described in the original manufacturer warranty of the Device, or (c) service (including upgrades and expansions) performed by anyone who is not an Apple Authorized Service Provider, or any failure/damage caused outside the Indian territory

5.11 Device with a Serial Number that has been altered, defaced or removed, or has been modified to alter its functionality or capability without the written permission of the original manufacturer of the device

5.12 Any Loss or damage under mysterious circumstances including lost or Stolen

5.13 Cosmetic damage to the Device including but not limited to scratches, dents and broken plastic on ports and not affecting the functionality of the Device

5.14 Third-party products or their effects on or interactions with the Device or the software

5.15 Recovery and reinstallation of software programs and user data are not covered under this Plan

5.16 Costs implicitly or explicitly covered by any manufacturers’, suppliers’ or repairers’ guarantee or warranty

5.17 Problems or defects otherwise covered under the original manufacturer’s Warranty/Guarantee

5.18 Recalls or modifications to the Device

5.19 Accessories used in or with the Device

5.20 Replacement of consumable item or accessory like, plugs, batteries, light bulbs, light covers, software and add-on options incorporated in a Device for which the Plan was activated.

5.21 Damage resulting from power outage, power surges or dips, fluctuating voltage, inadequate or improper voltage or current

5.22 Reception or transmission problems resulting from external causes

6. Special Exclusions

Servify shall not be liable in respect of loss or damage to Device relating to or caused due to the following:

6.1 Damage due to any experiments or tests and/or alterations resulting to any abnormal conditions of the Device

6.2 Damage to the Device which gradually develops flaws, defects, cracks or partial fractures in any part not necessitating immediate stoppage, although at some future time repair or renewal of the parts affected may be necessary

6.3 Servify shall not be liable for any loss or damage if:

6.3.1 The user is found to be involved in any way in fraudulent or illegal activity of any kind whatsoever related to this Plan or Device and/or

6.3.2 The Plan is activated after 2 days of purchase of the Device, whichever is earlier and/or

6.3.3 Due to the inability of the Customer to submit any information required to assess the eligibility, either at the time of registration of the Plan or Screen Damage Repair Request; or any documents required by Servify for processing same.

6.4 The Plan shall also not cover a damage or loss:

6.4.1 For compensation towards damage, if the said Screen Damage Repair Request has already been availed once

6.4.2 Due to the inability of the Customer to submit any registration or Screen Damage Repair Request related documents to process the same by Servify

6.4.3 The user is found to be involved in any way in fraudulent or illegal activity of any kind whatsoever related to this Plan or the Device

6.4.4 In any action, suit or other proceedings where Servify alleges that by reason of the provisions of the exceptions or exclusions above, any loss, destruction, damage or liability is not covered by this Plan, the burden of proving that such loss, destruction, damage or liability is covered shall be upon the Customer

7. Screen Damage Repair Process

In the event of a screen damage of the Device, Customer is required to:

7.1 Immediately (Not later than 72 Hours from the time of the damage) inform Servify through the
Servify App or Servify Web Portal (me.servify.tech) detailing how the damage occurred, place of damage, date & time of damage, and any documentary evidence of the damage as per the process listed on the Servify Platform. The screen damage incident and the claims from customer for repairs in totality is referred to as “Screen Damage Repair Request” here.

7.2 Submit all Screen Damage Repair Request related documents, if any, as mentioned in the Servify Platform within two (2) calendar days of raising the said Screen Damage Repair Request or within the timelines as communicated by Servify

7.3 The Screen Damage Repair Request is accepted only if it is lodged post 2 calendar days from the date of purchase of the Device and that the Device was in perfect working condition in those 2 days from the date of purchase of the Device.

7.4 The Customer will not handover the Device for repairs at any service center or point of sales, until confirmed by Servify and a valid Screen Damage Repair Request is registered with Servify as per the process defined hereinabove. It is expressly stated that Servify will not be held responsible for fulfilling any repair requests where the device is handed over to a service center or Apple Authorized Service Provider (AASP) by Customer before the approval from Servify; and any liabilities arising out of such repair requests before the in-principal approval from Servify will be solely handled by the Customer at their own expense.

8. Screen Damage Repair Request Fulfilment Process

8.1 Servify provides Pickup/Drop off (“PUDO”) service during an eligible Screen Damage Repair Request of the Device in select locations, and for the rest the Customer may visit the nearest Apple Authorized Service Provider (AASP) as directed by Servify via its communication channels once such Screen Damage Repair Request has been approved by Servify in-principle, and in writing or via the Servify Platform or on a voice call on the Customer’s registered number. Screen Damage Repair will be performed only at the AASP after verification of the entitlement and validity of the Plan. Once the Customer is notified & that the service is complete, Customer will be notified via the Servify Platform and/or through written communication. The repaired or replaced Device will be delivered to the address provided by the Customer if PUDO service is opted by Customer. In case where the Customer has visited the AASP for Screen Damage Repair Request after the approval from Servify, the Customer may collect the Device post repair or replacement on their own within the stipulated time as per the Apple service policies.

8.2 Servify reserves the right to change the method by which they may provide repair/replacement service to the Customer, and the eligibility to receive a particular method of service under this Plan. Service options, parts availability and response times may vary according to the city Customer lives in and Servify has no control on the same.

9. Customer’s Responsibilities

To receive service or support under the Plan, Customer agrees to comply with the following:

9.1 Provide a copy of their Device’s original proof of purchase, if requested

9.2 Provide information about the reasons and causes of the damage to the Device

9.3 Provide identity proof if requested to verify Beneficiary of the Plan

9.4 Provide identity proof if requested to verify user of the Device or Customer registering for the Plan

9.5 Respond to requests for information, including but not limited to the Device IMEI, Serial Number, model, version of the operating system and software installed, any peripherals devices connected or installed on the Device, any error messages displayed, actions taken before the Device experienced the damage and steps taken to avoid such damage or malfunction

9.6 Follow the instructions Servify gives the Customer, including but not limited to refraining from sending the Device that is not subject to damage protection as per the Plan

9.7 Follow the instruction Servify gives the Customer for packing the Device and the shipping instructions if the Customer location is not serviced by Servify’s own PUDO service or its logistics service partners demand such a documentation or packaging.

9.8 Take backup and delete the data residing in the Device and turn off ‘Find My iPhone’ feature before submitting the Device for any repair. DURING THE FULFILLMENT OF SCREEN DAMAGE PROTECTION SERVICE, SERVIFY OR THE AASP MAY DELETE THE CONTENTS OF THE DEVICE AND REFORMAT THE STORAGE MEDIA IF NECESSARY. Servify or the AASP will return the Device after the service event or provide a replacement unit as per Apple’s service policies. Servify or the AASPs may install the latest software updates as part of hardware service that will prevent the Device from reverting to an earlier version of the operating system as per Apple’s service policies. Third party applications installed on the Device may or may not be compatible or work with the Device as a result of such operating system upgrade or update. Customer will be responsible for reinstalling all other software programs, applications, data and passwords as per their need post such service interventions as part of the Screen Damage Repair Request fulfilment.

9.9 Fill & submit the necessary details and the declaration as required for submitting a valid Screen Damage Repair Request

10. Limitation Of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, SERVIFY AND ITS DIRECTORS, EMPLOYEES AND AGENTS WILL UNDER NO CIRCUMSTANCES BE LIABLE TO CUSTOMERS FOR ANY INDIRECT OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO COSTS OF RECOVERING, REPROGRAMMING, OR REPRODUCING ANY PROGRAM OR DATA OR THE FAILURE TO MAINTAIN THE CONFIDENTIALITY OF DATA, ANY LOSS OF BUSINESS, PROFITS, REVENUE OR ANTICIPATED SAVINGS, RESULTING FROM SERVIFY’S OBLIGATIONS UNDER THIS PLAN. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE LIMIT OF SERVIFY AND ITS’ DIRECTORS, EMPLOYEES AND AGENT’S LIABILITY TO CUSTOMER ARISING UNDER THE PLAN SHALL NOT EXCEED THE MAXIMUM REPAIR COST OF SCREEN REPLACEMENT OF THE DEVICE. SERVIFY SPECIFICALLY DOES NOT WARRANT THAT (I) IT WILL BE ABLE TO REPAIR/REPLACE THE DEVICE WITHOUT RISK TO OR LOSS OF PROGRAMS OR DATA, (II) IT WILL MAINTAIN THE CONFIDENTIALITY OF DATA, OR (III) THAT THE OPERATION OF THE DEVICE WILL BE UNINTERRUPTED OR ERROR-FREE. NOTHING IN THIS AGREEMENT SHALL EXCLUDE OR LIMIT SERVIFY’S LIABILITY FOR (I) DEATH OR PERSONAL INJURY CAUSED BY ITS NEGLIGENCE, OR (II) FRAUD. TO THE EXTENT THAT LIABILITY UNDER SUCH LAWS AND REGULATIONS MAY BE LIMITED, SERVIFY’S LIABILITY IS LIMITED, AT ITS SOLE OPTION, TO REPLACE OR REPAIR OF THE DEVICE OR SUPPLY OF THE SERVICE

11. General Terms

11.1 Servify may subcontract or assign performance of its obligations to third parties but shall not be relieved of its obligations to Customer in doing so

11.2 Servify is not responsible for any failures or delays in performing under the Plan that are due to events outside its reasonable control

11.3 Customer may be required to perform preventative maintenance on the Device to receive service under the Plan, and update the Servify Mobile Application (“Servify App”) from time to time whenever there is a new version available on the App Store or as advised from Servify from time to time

11.4 This Plan is offered and valid only if the Customer is residing in India or the damage to the screen occurred while the Customer is in India

11.5 This Plan is not offered to persons who have not reached at least the age of 18 years. This Plan may not be available in all states, and is not available where prohibited by law

11.6 In carrying out its obligations Servify may, at their discretion and solely for the purposes of monitoring the quality of their response, record part or all of the calls between Customer and them

11.7 Customer agrees that any information or data disclosed to Servify under this Plan is not confidential or proprietary to the Customer. Furthermore, Customer agrees that Servify may collect and process data on Customer’s behalf when it provides its service. This may include transferring Customer’s data to affiliated companies or service providers in accordance with the Privacy Policy of Servify, details of which are available on its website (www.servify.tech/privacy/). Servify has security measures, which should protect Customer data against unauthorized access or disclosure as well as unlawful destruction. Customer will be responsible for the instructions Customer gives to Servify regarding processing of data, and Servify will seek to comply with those instructions as reasonably necessary for the performance of the service and support obligations of Servify under the Plan. If Customer does not agree with the above or if Customer has questions regarding how their data may be impacted by being processed in this way, please contact Servify at the support mediums provided such as [email protected] or other support channels of Servify communicated from time to time

11.8 The terms of the Plan, including the original sales receipt of the Device and the Plan confirmation from Servify, prevail over any conflicting, additional, or other terms of any purchase order or other document, and constitute Customer’s and Servify’s entire understanding with respect to this Plan

11.9 Servify is not obligated to renew this Plan. If Servify does offer a renewal, they will determine the price and terms

11.10 There is no informal dispute settlement process available under this Plan

11.11 In the event any section or portion of a section of these terms and conditions are deemed invalid, void or unenforceable, that section or portion of a section shall be severed & or revised from these terms and conditions, and the remaining terms and conditions shall continue in full force and effect. Servify & Apple does not own the responsibility of the communication for the changes made if any. Revisions in the terms & conditions, if any will be updated on this page.

11.12 These terms and conditions shall be governed by and construed under the laws of India

11.13 These terms and conditions do not affect Customer’s statutory rights as a consumer, under Consumer Protection Act, 1986

12. Support Contact Details:

12.1 Servify Customer Service Number: 1 800 123 333 888 (Mon-Sun, 9am-9pm)

12.2 Servify Customer Service Email ID: [email protected]

FAQ’s Assured Buy Back [AB]

Offer: Assured Buy Back [AB] is an exclusive offer to Sangeetha customers, wherein Sangeetha assures customer for buy back at 60%/40% with diagnostic and 50%/35% without diagnostic of model’s current prevailing price for 365 days.

Not eligible to claim for first 90Days from the date of invoice

Registration of customer and IMEI in Sangeetha Care App is Mandatory for all VAS benefits. No Benefits for non registered Customers.

Offer related FAQ:

  1. What is Assured Buy Back [AB]?
    Assured Buy Back [AB] is an exclusive offer to Sangeetha customers, wherein Sangeetha assures customer for buy back at agreed rate.
  2. What is the value of buy back?
    1. Assured 60% from 91 to 180 days with Diagnostic
    2. Assured 50% from 91 to 180 days without Diagnostic
    3. Assured 40% from 181 to 365 days with Diagnostic
    4. Assured 35% from 181 to 365 days without Diagnostic
  3. What are the conditions for AB?
    1. Customer shall return the handsets within coverage period.
    2. Handset shall not be damaged in any aspect. Even single scratch shall not be accepted. Dent/bend of any kind shall not be accepted.
    3. Box with IMEI detail and accessories mandatory.
    4. Customer shall produce invoice copy which should clearly mention assured buyback purchase.
    5. Customer shall produce ID proof to substantiate customer name and mobile number.
    6. For claims within customer shall produce all packing materials/users manual etc
  4. What if customer does not have users-manual/packing materials?
    In case, customer is unable to provide users-manual/packing materials, He shall be entitled for 50% value from 91 to 180 days.
  5. Both 60% and 40% is calculated on what value?
    Both 60% and 40% is calculated on current price [CP]. Customer can ask for stores to provide quotation for CP.
  6. Is there any registration requirement to activate this policy?
    Registration of customer and IMEI in Sangeetha Care App is mandatory along with assured buy back item on invoice.
  7. Can customer purchase AB after invoice?
    No, AB can be purchased only against invoice. In case of certain special approval during campaign period, then with such written email approval, such cases can be taken separately. Presently, no such approval is given.
  8. In case of DOA handsets, how does this policy transfers to new handset?
    Policy transfer is not required however customer shall furnish both original invoice and DOA replacement invoice to avail the benefit of this policy. Customer shall ensure all details of both invoices are same. That is, same customer name, same models with colour.
  9. What are brands covered under this policy?
    All smart phones under the brand,
    Apple, Samsung, Oppo, Vivo, Mi, Nokia, Moto, Honor, Google Pixel
  10. In case the handset is purchased under cashback offer, then on what value is % calculated?
    In case of cashback cases % is calculated excluding the cash back amount.
  11. On what basis are the AB Claim Amount is calculated?
    AB is claimed on current price [APX quotation 1].
    Ex: If customer has purchased handset at Rs 11,200/- [Handset value of 10,000 + GST of 1200] and the Claim is made after 90 days from the date of invoice and before 180 days, then Quotation for same model on present day is Rs 11,200/-. He wants to purchase Handset value Rs16,800/- [Handset value of 15,000 + GST of 1800], then claim value would be Rs 6,720/- [60% of quotation value of 11,200/-] and balance receipt value would be Rs 10,080/- [16,800 - 6,720]
  12. What can customer buy out of assured buyback value?
    Customer can buy mobile, Accessories or anything else available at Sangeetha provided everything is billed in the same invoice.
  13. What is timeline for customer to utilize the claim value?
    Customer has to utilize claim on the same day. In case of non-availability of models, then VAS backend shall ensure handset is given to customer within 3 working days, else alternative model shall be arranged.
  14. Can a customer avail both assured buy back and price protection?
    Yes, customer can avail both assured buy back & price protection.
  15. Can a customer avail both assured buy back and damage protection?
    No customer cannot avail both assured buy back and damage protection because if handsets are replaced under AB claim/damaged protection claim, such handset cannot have any offers associated with it.
  16. What are the offers applicable on assured buy back handset?
    No offers will be applicable on assured buy back handset.
  17. If the handset is operated by non-authorized service center, is the offer applicable?
    No offer will be applicable, if the handset is operated by non-authorized service center.
  18. Can a Customer club two AB claim for his 2nd Purchase?
    Yes he can club two AB claim for 2nd Purchase, However both AB claim should be on the same date.
  19. Can a Customer claim AB in any of the Sangeetha Stores?
    Yes, He can claim in any of Sangeetha Stores
  20. Can the claim amount of 60% or 50% refunded in cash?
    No cash can be refunded in any of the cases.

FAQ’s Price protection [PP]

Offer: Price protection [PP] is an exclusive offer to Sangeetha customers, wherein Sangeetha assures customer to payback the value of price difference at the time of official price drop.

Note: VAS Trial Pack is not applicable for discounted invoices.

Offer related FAQ:

  1. 1What is Price protection [PP]?
    Price protection [PP] is an exclusive offer to Sangeetha customers, wherein Sangeetha assures customer to payback the value of price difference at the time of official price drop. Official price drop means drop in price as communicated by the manufacturer on email.
  2. What are the conditions for PP claim?
    • Customer should have purchased PP pack.
    • Within the coverage period, there should be official price drop.
    • Customer shall furnish the price drop communication SMS with unique code.
    • Customer shall produce ID proof to substantiate customer name and mobile number.
  3. Is there any registration requirement to activate this policy?
    Registration is not required. Upon mentioning of Price protection item on invoice is good enough.
  4. Can customer purchase PP after invoice?
    No, PP can be purchased only on the same invoice. In case of certain special approval during campaign period, then with such written email approval, such cases can be taken separately. Presently, no such approval is given.
  5. In case of DOA handsets, how does this policy transfers to new handset?
    Policy transfer is not required however customer shall furnish both original invoice and DOA replacement invoice to avail the benefit of this policy. Customer shall ensure all details of both invoices are same. That is, same customer name, same models with colour.
  6. What are brands covered under this policy?
    All smart phones brands are covered under this policy except Apple and EOL models.
  7. What can customer buy out of Price protection value?
    The customer can buy a mobile phone,no other products can be bought using the price drop credit.
  8. What is timeline for customer to utilize the claim value?
    Customer has to utilize claim within 7 days from the date of SMS. This can be extended by stores writing email with details to [email protected] Backend team shall extend this timeline by additional 7 days starting 8th day and ending at 14th day. No extension beyond 14 days [7+7] will be considered.
  9. Can a customer avail both Price protection and Damage protection?
    Yes, customer can avail both Price protection & Damage protection, if both are purchased together.
  10. Can a customer avail both assured buy back and Price protection?
    Yes, customer can avail both Price protection & Assured buyback, if both are purchased together.
  11. What are the offers applicable on PP handset?
    No offers will be applicable on PP handset.
  12. In case the handset is purchased under cashback offer, then on what value is % calculated?
    In cashback cases % is calculated excluding the cash back. Same applies to advance cashback as well.

Process related FAQ

  1. Mention step by step process for PP?
    Steps Particulars Person/Team
    Step 1 Price Drop Communication to stores VAS backend team
    Step 2 Price Drop Communication to customer [SMS] VAS backend team
    Step 3 Store team shall call and invite the customer Store Team
    Step 4 Customer visit the stores and redeems PP claim Store Team
  2. What document type to be selected for Price protection?
    Stores should select IR document “No offer invoice”.
  3. When is this price drop communication sent to customer & stores?
    Every Monday, On price drop between Monday to Sunday will be communicated to stores on Email from [email protected] & Customers shall be informed on SMS on the same day. Unique code shall be sent to customer, which shall be updated on APX at the time of redemption.
  4. What are documentation stores should provide to the customer?
    Stores should ensure Original invoice is printed and given to customer at the time of sale.

General /Scenarios FAQ

  1. Can a customer purchase any handset lesser than the approved PP Claim?
    Yes, He can purchase any handset of lesser value however balance portion is not refundable.
  2. Can a customer claim PP twice on the same invoice?
    No, PP can be claimed only once on the same invoice.
  3. Will customer get cash settlement on PP?
    No cash settlements.
  4. Should customer visit the same store of purchase to claim PP?
    No, customer can visit any nearest Sangeetha store to claim PP.
  5. If customer sells his handset to a second party with Sangeetha invoice, will he be eligible to claim PP?
    No

Theft Protection

Theft Protection [TP] is an exclusive offer to Sangeetha customers, wherein Sangeetha assures customer to buy a new phone by paying just 50% of the invoice value,If your phone is stolen.

 

Terms & Conditions

A digital mobile phone/tablet (excluding charger, battery on stand-alone basis and all other accessories) as evidenced by relevant proof of purchase, provided that it has legal IMEI (International Mobile Equipment Identity) Identification / Serial Number and it is fitted and used with a SIM Card(being a card or medium carrying the Owners identity, use of which in conjunction with the Equipment and enables calls to be charged to the Owner's account) issued to the Owner/Owner's spouse/ Owners dependent children; from the time the Owner legally purchased the phone for valid consideration and at the same time opted to be covered under the scheme of THEFT PROTECTION.

Specific Condition

In the event of any THEFT which might give rise to a claim under the SWIFT THEFT PROTETION PLAN you shall:
Notify Sangeetha mobiles Pvt. Ltd. as soon as possible [24 hours]
Provide all information and documentary evidence with respect to the claim as Sangeetha Mobiles Pvt. Ltd. may reasonably require, box & accessories are mandatory.

Main Exclusion under THEFT PROTECTION PLAN:

Willful act or willful neglect or gross negligence of the customer
Theft, when kept in two wheeler

Depreciation Rates:

The liability of the Company shall in no case exceed 50% of the cost the phone
PROTECTION PLAN Excess: 1% of the Cost of the phone Subject to Minimum of Rs. 250/- (Amount will be deducted in Claim Amount)
The claim settlement in case of Total loss will be done by Sangeetha Mobile Gift Voucher/Credit Note
Maximum of 1 claim allowed under the program up to the limit of the 50% of the cost of the phone during 365 day period from the date of invoice.

Screen Protection Plan


Claiming Process & Terms & Conditions - Screen Protection


No claim shall be eligible under this plan if claimed within 7Days from the date of invoice.

Claim request to be raised as per Invoice details only.

Claim should be registered only through servify App (Call to Servify Toll-free Number 1800 123 333 888 (From registered details) if any discrepancy).

Post registration of Claim, Handset shall be picked up within 2 working days (If not write a mail with details to [email protected] & [email protected])

Only below brands are eligible for this plan (Samsung, Vivo, Oppo, Xiaomi, Honor, Nokia, Motorola & Apple)

Discounted & Plan Non-Tagged invoices shall not be eligible for this offer.