Services Quiz
What is the price range for products that the replacement protection plan is offered on?
$1-$1000
$1-$1500
$1-$500
Does the 3 years of protection start after the manufacturer warranty?
Yes. The manufacturer warranty must be observed for the specified period before the protection plan starts.
No, it is inclusive of the manufacturer warranty.
Does the replacement protection plan offer protection even when portable devices are taken overseas for a short period of time?
Yes, the customer can take their device overseas and still be covered provided that they do not permanently reside overseas.
No, the cover is only for use in New Zealand.
What is "normal wear and tear"?
It is damage that naturally and inevitably occurs as a result of normal wear or aging.
It is cosmetic damage to a device.
It is accidental damage.
Are customers required to pay for repairs due to "normal wear and tear" with the manufacturer's warranty?
No, there is no charge.
Yes, the customer is required to pay for any repairs.
Can the customer only make a claim instore?
Yes, the customer must bring their item in store to make a claim.
No, the customer can make a claim online or on the phone as well as in store.
Does the customer pay an assessment fee if their device is faulty with the replacement protection plan?
Yes, $55.00
No, there is no fee.
Yes, the cost is 5% of their device's cost price.
How long is the cooling down period for the product protection plans?
30 days from date of purchase.
10 days from date of purchase.
14 days from date of purchase.
100 days from date of purchase.
Can the customer come back within 30 days of purchase of their device, and purchase the replacement protection plan?
Yes!
No!
Is damaged caused during delivery of the product to the customer covered with the replacement protection plan?
Yes, the customer can make a claim.
No, that is not covered.
Is software failure covered under the replacement protection plan?
No, this isn't covered.
Yes, this is covered.
What is lemon protection?
Automatic replacement upon the 3rd breakdown of an item.
When lemons cause damage to a device.
Do the protection plans offer failure due to encapsulated batteries?
No.
Yes.
Do protection plans cover power surges?
Yes.
No.
With lemon protection, does the device have to have 3 different faults to be replaced on the 3rd fault?
No, they have to be 3 of the same fault.
Yes, it can be 3 different failures.
With the 3-5 year product protection plan, does whiteware have blockage protection?
Yes
No
What hours are customers able to make a claim online?
Between 8am and 5pm, Monday through Friday.
9am - 5pm Tuesday to Saturday.
8am - 7pm Monday through Sunday.
Everyday, anytime.
Is loss caused by damage from war, invasion or act of a foreign enemy covered with the protection plans?
Yes.
No.
Is failure due to non-compatible accessories covered with the product protection plan?
Yes.
No.
If a customer purchases damage & theft protection plan, in the event their covered phone is stolen, are unauthorized calls covered?
No, the customer will be liable for any unauthorized calls.
Yes, the customer is covered for up to $500 worth of unauthorized calls.
If the customer purchases the damage & theft protection, do they receive an automatic replacement if they damage their device?
No, only if their device is less than $500 do they receive a replacement rather than repair.
Yes, the customer will receive an automatic replacement.
Does the damage and theft protection also include lemon protection?
Yes! Automatic replacement on the 3rd breakdown.
No.
Are freight costs covered under any of the protection plans?
No. The customer is liable for any freight costs getting their faulty device to the repair agent or protection plan team.
Yes, the customer doesn't need to pay for freight.
Are the protection plans able to be transferred to a new owner if the customer wishes to sell their device.
No, only the original purchaser is covered.
Yes, the customer can transfer the plan to a new owner.
If the customer purchases damage and theft protection, do they have to pay an excess if their device gets damaged and they make a claim?
No, the customer will receive a new or repaired device free of additional cost.
Yes. The customer must pay an excess before receiving a repaired or replaced device.
What is the excess on the damage & theft protection plan?
$100 if device cost $1000 or less. $150 if device costs between $1000-$1500. Or $200 if more than $2000.
10% of the cost of their original device.
$200 for replacement. $150 for repair.
Can the customer come back instore and purchase the damage and theft protection plan within 30 days of purchasing their device?
Yes, they can come back and purchase it.
No, the customer can't buy the damage & theft protection after leaving the store.
If a customer has their damage and theft covered device stolen, do they have to make a police report?
No, they can come straight in store and get a new device.
Yes, the customer must make a police report ASAP. They must file a claim within 7 days of the device being stolen or lost.
If a customer is robbed forcibly, will the damage and theft protection plan cover them?
No.
Yes, if it is stolen by force or intimidation.
Is a customer covered by damage and theft if they lose their device?
Yes!
No, if it's misplaced they are unable to claim.
Are cables and cords covered under the damage & theft protection?
No.
Yes, they can claim on damaged cords
How long does it take once a claim has been made for the customer to find out if their claim has been accepted?
24 hours
2 business days.
Within 5 business days.
Within 7 days.
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