Machines Protection Plan Terms & Conditions

MACHINES PROTECTION PLAN (MPP) SERVICE CONTRACT WITH ACCIDENTAL DAMAGE COVER TERMS AND CONDITIONS

DEFINITION

  • Product means mobile phone or wearable products covered under a valid Service Contract 
  • You and Your refer to the purchaser of the Product and Service Contract 
  • We, Us and Our refers to Machines Sdn Bhd (“Machines”)
  • Services means the repair services provided by Us for mechanical and electrical defects in the Product including where applicable, the Rechargeable Battery (defined below) and with additional benefits such as Accidental Damage (defined below*).
  • Valid Claim means a (a) one-time screen replacement or (b) one-time full replacement of the Product or (c) one time Rechargeable Battery replacement, subject to the payment of the applicable Service Fees noted below. The Rechargeable Battery replacement is valid only on mobile phones.  
  • Rechargeable Battery means the rechargeable battery attached to the Product covered under the Service Contract.
  •  Service Fee means the applicable service fee (as provided below) to be paid by You to Us if a Valid Claim takes place.

 

SCOPE OF THE SERVICES

  • The Services provided under Our Machines Extended Warranty Service Contract (“Service Contract”) known as “Machines Protection Plan” are applicable to the parts and labour in respect of the Product as stated on Our sales invoice/receipt for inherent mechanical and electrical defects covered by the Service Contract only and only to the extent provided by the manufacturer of the Product. The Service Contract extends the manufacturer’s warranty in respect of the Product for a twelve (12) months’ period commencing from the expiry of the manufacturer’s twelve (12) month warranty and ending on the expiry date of the Service Contract.
  • This means that, inclusive of manufacturer’s warranty period, the Product will effectively have a total warranty of twenty-four (24) months from date of purchase of the Product, subject to payment of the applicable fee for the Machines Protection Plan. 
  • This Service Contract can be purchased up to 30 days from the Product purchase date, subject to physical inspection of the Product.
  • The Services provided under the Service Contract shall only be applicable to Your Product if its use is, or has been, limited to domestic and personal use. 

Rechargeable Battery Replacement - This repair service under this Service Contract is for mechanical and electrical defects in the Rechargeable Battery attached to the mobile phone purchased by You under this Service Contract. If it is too costly or We are unable to repair the Rechargeable Battery, We will replace the original battery attached to the mobile phone purchased by You if the Rechargeable Battery’s health condition is lesser than manufacturer’s standards (tested by the manufacturer approved battery tester). Any such replacement will immediately terminate this Service Contract and We shall have no further obligations for the remainder of the term of this Service Contract, if any.  Any other related defects to the battery including but not limited to bloating of batteries, or software battery related issue are excluded under this Service Contract. 

This repair service for the Rechargeable Battery is only valid during the Service Contract period commencing upon the expiry of the manufacturer’s twelve (12) month warranty. This repair service for the Rechargeable Battery attached to the mobile phone applies only to repairs and replacements carried out through Machines Service Sdn Bhd in Malaysia (“Machines Service Centre”).

Additional Benefits - Under the Service Contract, You are entitled to the following:-

*Accidental Damage - This accidental damage repair service is for mechanical or electrical defects of the Product caused by accidental damage due to physical impact (such as cracked screen) and spillage of liquids (collectively referred to as “Accidental Damage”).

For such loss, We will, at our discretion, repair, reinstate or replace the Product that is damaged. In cases where the Product is replaced with another of like kind, quality and specifications, the replacement may be a different model. You are only entitled to make a claim from Us for repair services under Accidental Damage subject to the Limit of Liability as provided below. Accidental Damage will be effective from the purchase date or delivery date (whichever is later) of the Product until the expiry of twenty-four (24) months from such purchase date or delivery date of the Product, as the case may be. Claims in relation to Accidental Damage must be submitted to Us within 10 days of the incident.

 

PRODUCT ELIGIBILITY 

This Service Contract may only be purchased upon purchase of a Product and only covers a Product which:

  • Is new & purchased from Us.
  • Included at the time of purchase, the manufacturer’s complete and original warranty which is valid in Malaysia.

 

LIMIT OF LIABILITY

  • We will not, under any circumstances, be liable for any loss or injury to a person or loss or damage to property or any incidental, contingent, special or any direct or indirect loss and consequential damages including but not limiting to losses incurred due to any delay in rendering Services under this Service Contract and loss of use during the period that Your Product is at a Machines Service Centre, and/or while awaiting repair. 
  • Our liability is limited to any one (1) Valid Claim and shall in no event exceed the purchase price of the Product. “Valid Claim” means a (a) one-time screen replacement or (b) one-time full replacement of the Product  (c) one time Rechargeable Battery replacement, subject to the payment of Service Fees.
  • We will repair or replace the Product at our discretion. 
  • We will replace your Product with one of like kind and quality if the Product is not repairable or beyond economical repair. The replaced Product (the damaged unit) shall become Our property. Due to technological advances, the replacement product may be of lower retail value than the original Product. Any such replacement will immediately terminate this Service Contract with no refund of the Service Fee and We shall have no further obligations for the remainder of the term of this Service Contract, if any. 
  • Under the Machines Protection Plan you will pay a service fee as stipulated here for each Product replacement, and RM46 service fee for the mobile phone one-time battery replacement. For screen replacements, there will be no service fee payable.

Machines will not be liable under the Service Contract if (a) You do not submit the Product to a Machines Service Centre for repair before the expiry of the Service Contract; or (b) a breakdown report has been not been submitted within 10 days of the breakdown incident.

 

EXCLUSIONS FROM SCOPE OF THE SERVICES UNDER THE SERVICE CONTRACT:

  1. Negligence of any kind, omission or default.
  2. Any defective workmanship, including but not limited to liability arising out of implied warranties of merchantability, implied warranties of fitness, and strict liability.
  3. Liability to anyone other than You or the person to whom You have transferred the Service Contract which had been effected in writing and notified to Us in accordance with these terms, as the case may be.
  4. Any acts of fraud, or other dishonest or criminal acts 
  5. Property & product liability insurance.
  6. Products that are still covered by the manufacturer’s/dealer’s original written warranty, repairer’s warranty, or any other warranties in effect.  
  7. Any defects that are subject to recall by the manufacturer/dealer.
  8. Non-operating and cosmetic items, paint, or product finish, accessories used in or with the eligible product unless covered under a separate Service Contract, cables, cords, add-on options incorporated in a product for which options are not essential to the basic function of the Product for which the Service Contract was purchased.
  9. Software (including operating system and any stored data), defects resulting directly from software installation and or removal, computer virus, virus prevention, and other peripherals. 
  10. Routine maintenance, cleaning, adjustments or software updates.
  11. Damage neglect, abuse, misuse, theft, sand, corrosion, excessive heat, battery leakage, acts of god, commercial usage, power outages or surges, inadequate or improper voltage or current (fluctuation of electrical power, lightning, static electricity), improper environment (including lack of proper temperature or humidity).
  12. Unauthorised modifications made to the Product and/or problems/defects arising from such unauthorised modifications; altered serial/IMEI numbers; failure to follow manufacturers’  instructions on installation, operation or maintenance; repairs performed by non-authorised repairer; any items not affecting the function of the Product; image burn.
  13. Reception and transmission problems resulting from external causes.
  14. Costs of removal or reinstallation unless specifically included in the Service Contract.
  15. Problems or defects not covered under the original manufacturer’s/dealer’s original written warranty or any other warranties in effect unless otherwise stated.
  16. Failure to follow manufacturer’s recommended instructions for installation, operation, routine care maintenance, inspection, cleaning, external adjustments etc. including problems cause by a device that is not the Product, including equipment/accessories that are not OEM, whether or not purchased at the same time as the Product. 
  17. Damage due to organic infestation (from internal and/or external sources)
  18. Commercial use (multi-user organisations), public rental, use for profit or communal use.
  19. All battery coverage except the repair service mentioned in the Rechargeable Battery Replacementsection
  20. Restoration of or support for data stored in the Product (e.g., software, music, etc.).
  21. Breakage caused by or attributed to the operation of a software virus or any other software-based malfunction; or natural disasters, fire, terrorism, or power surge.
  22. Faults in any electrical connection which is not part of the Product; 
  23. Damage arising from attack by unauthorized software/virus, software faults.
  24. Replacement of any consumable items or accessories such as cables, chargers, headphones, etc.
  25. Losses that do not occur within the period of the Service Contract;
  26. Losses caused by illegal acts committed by the Service Contract holder;
  27. Losses that are intentionally caused by the Service Contract holder;
  28. Losses due to war (whether war has been declared or not), civil commotion, uprising, martial law, riot or the act of any lawfully constituted authority;
  29. Losses due to the order of any government, public authority or customs’ officials; 
  30. Any failure, malfunction, defect, inoperability, breakdown, disruption, or stoppage of the Product or any Product, functions or the functions of any related to, directly or indirectly any design, planning or engineering compatibility

For Service in Malaysia. Call Machines Support Hotline +60 154 873 8058 (10AM - 6PM)

When the Product failure occurs due to an electrical or mechanical defect or accidental damage, you may call the Machines Support Hotline on +60 154 873 8058 (10AM - 6PM) to report the failure Mon to Sat 9am to 6pm - excluding public holidays or visit a Machines Service Centre. 

Our Customer Service Representatives or Machines Service Centre staff will be ready to guide you through the service process. To expedite service, please ensure that you have your Service Contract details readily available before placing the call or visiting the Machines Service Centre. If the original manufacturer’s warranty is still valid, you are required to utilise the original manufacturer’s warranty notwithstanding that the Service Contract is already in force. Repairs must only be carried out through a Machines Service Centre. For all repairs, the Service Contract sales receipt/invoice for the Product must be presented. 

 

TERMINATION
This Service Contract shall terminate immediately with no refund of the Service Fee paid in the event of any of the following:

  • Subsequent sale of the Product when no written request to transfer this Service Contract to the new owner has been received by Us within 14 days of such transfer;
  • Disposal or repossession of the Product;
  • Unauthorised repair, replacement or modification of the Product; or
  • In the event of any one (1) Valid Claim having been made under this Service Contract

 

CANCELLATION
This Service Contract can be cancelled within 14 days of the product purchase date at a full refund provided that no valid claim has taken place. If a Valid Claim has taken place this Service Contract cannot be cancelled.

 

Service Contract
The Service Contracts are service contracts for repair services. The Service Contracts are not insurance policies or guarantees given by Machines relating to the nature of the material, workmanship or performance of the Product.

 

Assignment of Contract
If you sell or transfer your Product to another consumer within the period of the Service Contract, you must call the Machines Support Hotline on +60 154 873 8058 (10AM - 6PM) within 14 days and effect the transfer of the Service Contract in writing.

 

PERSONAL DATA

The Service Contract holder is deemed to have read, understood and consented to the collection and subsequent processing of personal information by Us (whether obtained during the application process or administration of this contract) in accordance with Our Privacy Notice as from time to time published on Our website at https://www.machines.com.my/pages/pdpa. If the Service Contract holder submits information relating to other individuals, the Service Contract holder further warrants and represents that the Service Contract holder has the authority to provide information relating to the other individuals to Us, that the Service Contract holder has informed the other individuals about the purposes for which his/her personal information is collected, used and disclosed as well as the parties to whom such personal information may be disclosed by Us and that the other individuals agree and consent that We may collect, use, and process his/her personal information in accordance with Our Privacy Notice.

DEFINITION

  • Product means mobile phone covered under a valid Service Contract 
  • You and Your refer to the purchaser of the Product and Service Contract 
  • We, Us and Our refers to Machines Sdn Bhd (“Machines”)
  • Coverage means coverage for mechanical and electrical defects in the  Product including where applicable, the Rechargeable Battery attached to such Product and with additional benefits such as Accidental Damage (defined below*)
  • Valid Claim means a one-time screen replacement or one-time full replacement of the Product and a one time Rechargeable Battery replacement. subject to the service fees noted below. The Rechargeable Battery replacement is valid only on mobile phones  
  • Service Fee means a payment by You to Us if a Valid Claim takes place.

COVERAGE

  • Our Machines Extended Warranty Service Contract (“Service Contract”) known as “Machines Protection Plan” provides coverage for parts and labour in respect of the covered Product stated on Our Sales Invoice/Receipt for covered inherent mechanical and electrical defects only and only to the extent provided by the manufacturer of the Product; and extends the manufacturer’s coverage for a twelve(12) month period commencing upon the expiry of the manufacturer’s twelve(12) month warranty and ending on the Service Contract.
  • This means that, inclusive of manufacturer’s warranty period, the Product will have a total Warranty of twenty-four (24) months from date of purchase of the Product, subject to payment of the applicable fee for the Machines Protection Plan. 
  • The Product use is or has been limited to domestic and personal use. 

Rechargeable Battery Replacement - The repair service coverage is for mechanical and electrical defects in the Rechargeable Battery attached to the mobile phone purchased by you under this Service Contract. If it is too costly or we are unable to repair the Rechargeable Battery, we will replace the original battery attached to the mobile phone purchased by you if the Rechargeable Battery cannot be charged beyond 50% and subject to a one-time only Rechargeable Battery replacement. Any other related defects to the battery including but not limited to bloating of batteries, or software battery related issue are excluded under this Service Contract. 

This repair service coverage is only valid during the Service Contract period commencing upon the expiry of the manufacturer’s twelve(12) month warranty. This repair service coverage for the Rechargeable Battery attached to the mobile phone applies only to repairs and replacements carried out through Machines Service Sdn Bhd in Malaysia (“Machines Service Centre”).

Additional Benefits - Under a master insurance policy issued by AIG Malaysia Insurance Berhad (“AIG”), which Machines has taken for the benefit of its customers who have purchased a Product under the Service Contract, you are entitled to the following:-

*Accidental Damage - This repair service coverage is for mechanical or electrical defects of the Product caused by accidental damage due to physical impact (such as cracked screen) and spillage of liquids (collectively referred to as “Accidental Damage”).

For such loss, AIG may join with any other insurance company in repairing, reinstating or replacing the Product that is damaged where the Product is insured elsewhere. In cases where the Product is replaced with another of like kind, quality and specifications, the replacement may be a different model. You are only entitled to make a claim from AIG for repair services under Accidental Damage subject to the Limit of Liability. Accidental Damage will be effective from the purchase date or delivery date (whichever is later) until the expiry of twenty-four (24) months from such purchase date or delivery date, as the case may be. Claims in relation to Accidental Damage must be submitted to Us within 10 days of the incident. 

PRODUCT ELIGIBILITY 
This Service Contract may only be purchased upon purchase of a Product and only covers a Product which:

  • Is new & purchased from Us.
  • Included at the time of purchase, the manufacturer’s complete and original warranty which is valid in Malaysia.

LIMIT OF LIABILITY

  • Coverage will not, under any circumstances, extend to any loss or injury to a person or loss or damage to property or any incidental, contingent, special or any direct or indirect loss and consequential damages including but not limiting to losses incurred due to any delay in rendering service related to this Service Contract and loss of use during the period that Your Product is at a Machines Service Centre, and/or while awaiting repair. 
  • Our liability is for any one (1) Valid Claim and shall in no event exceed the purchase price of the Product. 
  • We will Repair or Replace the Product at our discretion. 
  • We will replace your Product with one of like kind and quality if the Product is not repairable or beyond economical repair. The replaced Product (the damaged unit) shall become Our property. Due to technological advances, the replacement product may be of lower retail value than the original Product. Any such replacement will immediately terminate this Service Contract with no refund of the Service Fee and We shall have no further obligations for the remainder of the term of this Service Contract, if any. 
  • Under the Machines Protection Plan you will pay a service fee as stipulated here for each Product replacement, and RM46 service fee for the mobile phone one-time battery replacement occurring during the Extended Warranty Period. For screen replacements, there will be no service fee payable.

 

GENERAL EXCLUSIONS: The terms and conditions of the master insurance policy shall form an integral part of this Service Contract and you are required to comply with the same in order to enjoy the benefits. Details of such terms and conditions are available for your review before your purchase of this Service Contract and a copy of such terms and conditions will be made available to you upon request. 

AIG shall not be deemed to provide cover and AIG shall not be liable to pay any claim or provide any benefit hereunder to the extent that the provision of such cover, payment of such claim or provision of such benefit would expose AIG, its parent company or its ultimate controlling entity to any sanction, prohibition or restriction under United Nations resolutions or the trade or economic sanctions, laws or regulations of the European Union or the United States of America.

Neither Machines nor AIG will be liable under the Service Contract if you do not submit the Product to a Machines Service Centre for repair before (a) the expiry of the Service Contract or (b) if a breakdown report has been not been submitted within 10 days of the breakdown incident

EXCLUSIONS FROM COVERAGE:

  1. Negligence of any kind, omission or default.
  2. Any defective workmanship, including but not limited to liability arising out of implied warranties of merchantability, implied warranties of fitness, and strict liability.
  3. Liability to anyone other than the Insured or Service Contract holder, as the case may be.
  4. Any acts of fraud, or other dishonest or criminal acts 
  5. Property & product liability insurance.
  6. Products that are still covered by the manufacturer’s/dealer’s original written warranty, or the Insured’s’ dealer warranty, repairer’s warranty, or any other warranties in effect.  
  7. Any defects that are subject to recall by the manufacturer/dealer.
  8. Non-operating and cosmetic items, paint, or product finish, accessories used in or with the eligible product unless covered under a separate Service Contract, cables, cords, add-on options incorporated in a product for which options are not essential to the basic function of the Product for which the Service Contract was purchased.
  9. Software (including operating system and any stored data), defects resulting directly from software installation and or removal, computer virus, virus prevention, and other peripherals. 
  10. Routine maintenance, cleaning, adjustments or software updates.
  11. Damage neglect, abuse, misuse, theft, sand, corrosion, excessive heat, battery leakage, acts of god, commercial usage, power outages or surges, inadequate or improper voltage or current (fluctuation of electrical power, lightning, static electricity), improper environment (including lack of proper temperature or humidity).
  12. Unauthorised modifications made to the Product and/or problems/defects arising from such unauthorised modifications; altered serial/IMEI numbers; failure to follow manufacturers’  instructions on installation, operation or maintenance; repairs performed by non-authorised repairer; any items not affecting the function of the Product; image burn.
  13. Reception and transmission problems resulting from external causes.
  14. Costs of removal or reinstallation unless specifically included in the Service Contract.
  15. Problems or defects not covered under the original manufacturer’s/dealer’s original written warranty or any other warranties in effect unless otherwise stated.
  16. Failure to follow manufacturer’s recommended instructions for installation, operation, routine care maintenance, inspection, cleaning, external adjustments etc. including problems cause by a device that is not the Product, including equipment/accessories that are not OEM, whether or not purchased at the same time as the Product. 
  17. Damage due to organic infestation (from internal and/or external sources)
  18. Commercial use (multi-user organisations), public rental, use for profit or communal use.
  19. All battery coverage except the repair service coverage mentioned  in the Rechargeable Battery Replacementsection

 

For Service in Malaysia. Call Machines Support Hotline +60 154 873 8058 (10AM - 6PM)

When the Product failure occurs due to an electrical or mechanical defect or accidental damage, you may call the Machines Support Hotline on +60 154 873 8058 (10AM - 6PM) to report the failure Mon to Sat 9am to 6pm - excluding public holidays or visit a Machines Service Centre. 

Our Customer Service Representatives or Machines Service Centre staff will be ready to guide you through the service process. To expedite service, please ensure that you have your Service Contract details readily available before placing the call or visiting the Machines Service Centre. If the original manufacturer’s warranty is still valid, you are required to utilise the original manufacturer’s warranty notwithstanding that the Service Contract is already in force. Repairs must only be carried out through a Machines Service Centre. For all repairs, the Service Contract sales receipt/invoice for the Product must be presented.

 

TERMINATION
This Service Contract shall terminate immediately with no refund of the Service Fee paid in the event of any of the following:

  • Subsequent sale of the Product when no written request to transfer this Service Contract to the new owner has been received by Us within 14 days of such transfer;
  • Disposal or repossession of the Product;
  • Unauthorised repair, replacement or modification of the Product;
  • In the event of any one (1) Valid Claim under this Service Contract

CANCELLATION
This Service Contract can be cancelled within 14 days of the product purchase date at a full refund provided that no valid claim has taken place. If a valid claim has taken place this Service Contract cannot be cancelled.

Service Contract
The Service Contracts are service contracts for repair services. The Service Contracts are not insurance policies or guarantees given by Machines relating to the nature of the material, workmanship or performance of the Product save for the Additional Benefits wherein a master insurance policy has been issued by AIG in favour of Machines for the benefit of its customers who have purchased a Product under the Service Contract.

Assignment of Contract
If you sell or transfer your Product to another consumer within the period of the Service Contract, you must call the Machines Support Hotline on +60 154 873 8058 (10AM - 6PM) within 14 days and effect the transfer of the Service Contract in writing.