FAQs Can You Tell Us More About UnifiYourWorld with Home Smart Device? User Manual

FAQs Can You Tell Us More About UnifiYourWorld with Home Smart Device?

Can You Tell Us More About UnifiYourWorld with Home Smart Device?

•  #unifiYourWorld now comes with smart devices, unlocking the unlimited possibilities to enrich your digital lifestyle.
• Starting 15 April 2022, we are offering customers with a new home smart device programme that allows you to get unlimited unifi Home internet and a smart device with an easy payment plan (EPP) to enjoy saving of up to RM1300.

2.| Who is eligible for this offer?|

• This programme is offered to all new and existing unifi Home customers subscribing to unifi 100Mbps and above.
• If you are currently subscribing to the lower speed plans (below unifi 100Mbps), you will need to upgrade your plan to enjoy this offer
• This offer is open to Malaysians only.

3.| Will I be tied to any contract?|

• Yes, all subscriptions to #unifiYourWorld with Smart Device come with a 24-months contract.

4.| I’m interested! How can I sign-up to #unifiYourWorld with home smart device?|

• You can sign-up via the following touchpoints:
• unifi.com.my
• myunifi app
• TMpoint outlets nationwide
• TM Authorised Dealer
• TM Contact Centre at 100 (press 4)
• TM Authorised Reseller
• TM Staff

SMART DEVICE, CHARGES AND DELIVERY
5.| What are the smart devices offered under #unifiYourWorld with home smart device?|

• Currently, we are offering two (2) smart devices for your selection. You can choose to add-on either a laptop or TV.

  ---

Details of the laptop:
__

Details of the TV

• You are allowed to add-on only one (1) laptop OR one (1) TV per unifi subscription at any one time.

7.| How much are the monthly charges for the smart device?|

• You can subscribe to #unifiYourWorld with Smart Device at a promotional price (exclusive of 6% ST) as per below table
  | Plans| Plan Speed| TV Price (/month)| Laptop Price (/month)
  ---|---|---|---
  Broadband Only| 100M| RM129| RM109
  Broadband + Entertainment (Ultimate/VAR)| 100M| RM129| RM109
  300M| RM129| RM109
  500M| RM119| RM99
  800M| RM119| RM99
  All-in-One| 100M| RM119| RM99
  300M| RM109| RM89
  500M| RM99| RM79
  800M| RM99| RM79
• We would recommend you to subscribe to our All-in-One plan which includes unifi Home, unifi TV and unifi Mobile to enjoy additional monthly discount.
• All charges are inclusive of complimentary shipping to your doorstep nationwide.
• The charges will be reflected in your unifi Home bill upon 14 days of subscription to the plan.
• The device will be charge twice in the first bill since it is not pro rated.

8.| Will there be any additional fees for the delivery service?|

• There is no additional charges for the delivery of the device.

9.| Do I get to keep the smart device after my contract ends?|

• Yes, you may keep the smart device after the completion of your 24- months contract.

10.| How long is the warranty period for the device?|

• The laptop comes with a one (1) year warranty while the TV comes with a two (2) years warranty period from their respective manufacturers.

11.| How will I receive the smart device?|

• For new sign-ups, your smart device will be delivered to your delivery address within 30 working days upon successful installation and settlement of the device upfront payment.
• For existing customers, your smart device will be delivered to your delivery address within 30 working days.

12.| How do I check the smart device delivery status?|

• You may track the smart device delivery status via:
  i.         http://lineclearexpress.com/my/tracking
  ii.         Live Chat via unifi.com.my or myunifi app
  iii.         Call 100

• Please    indicate    your    unifi    order    number    (without    “-“)    e.g. 141205393843

13.| I have subscribed to #unifiYourWorld with home smart device, can I cancel or return the smart device within the contract period?|

• If you are still tied to the smart device contract period, you will be charged with a penalty calculated based on the remaining monthly balance of the smart device’s recommended retail price (RRP).

14.| How much is the penalty amount if I breach or terminate the plan within the contract period?|

• If you terminate your plan during your contract period, you will be charged with early termination fees based on the remaining months of the contract.
  Example as below:
  [Smart Device recommended retail price (RRP)
  Sample calculation (Laptop’s RRP = RM2950): [(RM2950) ÷ 24 months] x Remaining Month(s)
  →[RM122.90] x 5 months = RM614.50 Sample calculation (TV’s RRP = RM3699): [(RM3699) ÷ 24 months] x Remaining Month(s)
  → [RM154.10] x 5 months = RM770.50

15.| Where should I make a report for any defective/damaged smart device?| §  In the event that you have received a defective smart device, please lodge a report to us via Live Chat at unifi.com.my or myunifi app within seven (7) working days upon receiving it.
§  Alternatively, you may visit the nearest Sharp or ASUS Support Centre for immediate replacement. Please remember to bring along the smart device together with the original copy of your Delivery Order (DO).
16.| How can I get a copy of my Delivery Order (DO)?| §  To request for a Delivery Order (DO), please email to unifi.orders@mmag.com.my.
Please specify the below details in your email:
i.        unifi order number
ii.        Customer name
iii.         Contact number
17.| Who do I contact if I face any issues with the smart device?|

• We would advise you to refer and seek assistance from the manufacturer’s support channel:
  Laptop: https://as-rma.asus.com/my
  1300-88-9900 (Mon-Fri, 9.00am – 6.00pm)
  **** TV: COCORO Life app https://play.google.com/store/apps/details?id=my.cocorolife.app https://apps.apple.com/my/app/cocoro-life/id1549818559
  https://appgallery.huawei.com/app/C104015911
  03-8026 6228 (Mon-Fri, 9.00am – 6.00pm)

18.| How can I perform the installation for my smart TV?|

• Worry not, all required user manual is provided in the TV box including the installation guide.

19.| Can I upgrade or downgrade my unifi Home plan with home Smart Device?|

• Yes, you are allowed to upgrade your unifi Home plan anytime during the contract period.
• However, you will be charged with a penalty if you downgrade your unifi Home plan within the contract period.

20.| Under what circumstances that I will be charged with the penalty?|

• The smart device’s remaining balance will be charged if any of the following occurs during the contract period:
  i.             Termination before contract ends
  ii.             Transfer of ownership

• iii.             Downgrade to lower speed plan
  iv.            Downgrade to lower package
  v.            Termination of unifi Mobile (for subscription to bundled package with Home Broadband, Entertainment and Mobile Postpaid)

21.| Why am I being double charged in my 1st bill for

the Smart Device subscription?

|

• In your first bill, you may find that there is a double charge of Smart Device subscription as the charges for the device are not pro-rated.
  Sample of scenario for Sharp TV at RM129/month:
  o   Bill for month 1: customers will see RM129 (month 1) + RM129 (month 2) charged in the bill
  o   Bill for month 2 until month 23: customers will see RM129 being charged in the bill each month
  o   So in total, customers will still be charged for 24 times only

• The charges based on the number of calendar months, so you may
  refer to “Start Date” and “End Date” for the actual period. Rest assured
  that you will only billed for 24 months subscription period.

ADVANCE PAYMENT FOR SMART DEVICE
22.| Do I need to make an advance payment for the smart device?|

• Yes, an advance payment of RM200 will be imposed for all new sign- ups with a smart device add-on. You can make the advance payment for the smart device via all TM’s authorised payment channels.
• Existing customers will not be imposed with an advance payment, however the approval will be based on their unifi Credit Rating.

23.| How will you charge the advance payment?|

• The advance payment needs to be paid within ten (10) days from the date of service activation.
• We will notify all customers on successful payment made through SMS and the payment will be reflected in your next bill.

24.| Will the advance payment be refunded to me?|

• The advance payment made will be deducted from the total charges for the device and will be reflected in your next bill.

OTHERS
24| I have seen this offer, but why am I not offered to subscribe?|

• Thank you for your interest, however this offer is only eligible for selected unifi Home Broadband customers
• Please visit unifi.com.my to find out on other suitable offers for your connectivity needs.

25| Where can I learn more on #unifiYourWorld with smart device?|

• To find out more, please visit unifi.com.my /smartdevice.
• You can also contact us via these channels as below:
  • Live Chat via unifi.com.my or myunifi ap
  • Community at community.unifi.com.my/
  • Facebook at facebook.com/weareunifi
  • Twitter at @helpmeunifi
  • Walk in to TMpoint outlets nationwide.

References

• Track & Trace Your Item | Express Delivery Service | Line Clear Express
• Home | Official Unifi Store
• appgallery.huawei.com/app/C104015911
• ASUS RMA
• Home | Official Unifi Store

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