Before you call us with your questions take a look at our FAQs as the answer may be here:
What do we do when a customer has a faulty device?
All Spark mobile devices should be returned to Entelar if they are faulty – please refer to the iBase website for processing instructions.
These instructions cover handling of; out of box failures, early life failures, warranty & out of warranty repairs.
How do we process extended warranty claims?
Extended warranty is provided by IUG. Should your customer have IUG extended warranty they must first contact IUG and lodge a claim. They will then be required to send their faulty mobile device to us for assessment.
This should be done via an authorised Spark store as per the Return & Repair process. Please indicate on the Service Ticket that the customer has IUG extended warranty together with the Claim Number.
We will then assess the device & if repairable a quote will be provided to IUG for the cost of repair. If accepted by IUG, the device will be repaired and dispatched to store. Please note that we will charge IUG directly for any repairs they have approved.
If declined, a quotation for repair will be provided to the store for customer approval – costs will be payable by the customer.
Please note that IUG extended warranty will cover the same types of faults that a manufacturer would cover ie; manufacturing faults, part failures, etc. They will not cover; software issues, battery related issues/or battery replacements, moisture or physical damage.
How do we process insurance claims?
AON Insurance Claims
Mobile insurance is provided by AON Insurance. Should your customer have AON Insurance they must first contact AON Insurance and lodge a claim. They will then be required to send their faulty device to Entelar for assessment. This should be done via an authorised Spark store, as per the Return & Repair process. Please indicate on the Service Ticket that an AON Insurance quote is required together with the Claim Number.
We will then assess the device & if repairable a quote will be provided to AON Insurance for the cost of repair (copy will be sent to the store). If the quote is accepted by AON Insurance, the device will be repaired and dispatched to you. Please note that you will be charged the cost of repair and this must then be recovered by you from AON Insurance – less the applicable Excess Fee (which needs to be paid by the customer before collection of their device).
If unrepairable (ie; BER), no quote will be provided to AON Insurance – instead the device will be dispatched back to you unrepaired and our standard Assessment Fee will apply. You will then need to liaise with AON Insurance in terms of recovering the Assessment Fee charged by us and also to verify what charges are applicable to the customer (this would normally be the applicable Excess Fee). You/ the customer will also need to liaise with AON Insurance in terms of customer resolution.
Please note that mobile insurance will cover moisture and physical damage but, not manufacturing faults ie; part failures, etc.
General Insurance Claims
For non-AON Insurance claims, please indicate on the Service Ticket that a quotation is required for general insurance purposes. We will then assess the device and, if repairable, a quote will be provided to you for insurance purposes. This will need to be relayed by the customer to their Insurance Company. If unrepairable, no quote will be provided – instead the device will be dispatched back to you unrepaired and our standard Assessment Fee will apply.
When is an assessment fee payable?
Entelar Group charges an Assessment Fee for all out of warranty repairs and this can vary depending on model type. The Assessment Fee will be included in the cost of repair if repair is undertaken, however, will be charged separately if repair cannot be facilitated.
Please refer to our out of warranty pricing in Skyline for confirmation of Assessment Fee rate.
How long are quotations valid for?
Our quotations are valid for 30 days from date of first quotation being provided.
Please note that we will hold devices at Entelar for a maximum of 10 days after first quotation is provided, therefore, it is imperative that a prompt response is received from stores to avoid the return of a customer’s handset without repair.
What do we do if a customer disagrees with the assessment?
Should a customer dispute our assessment of their device, please show them the images taken. If they continue to dispute the assessment then contact our Customer Care team for advice, either via phone 0800 835 3447 or email to support@entelar.co.nz.
Will the customer receive a quote if their device is deemed out of warranty?
A quotation will be provided if the device is sent to us as a warranty repair, and after assessment we deem it not to be covered by the manufacturer’s warranty criteria.
Quotations will also be provided if one is requested within the “notes” section of the Service Ticket, ie; for insurance purposes, etc.
Quotations will not be provided if the device is sent to us as an “out of warranty” repair (unless one is requested). The assumption is that the customer will have been quoted by the you prior to the device being sent for repair, utilising our out of warranty pricing matrix via Skyline.
What do we do if a customer doesn't collect an unrepaired device or pay the repair charges?
By signing the Service Ticket, the customer acknowledges that Spark or its appointed dealers or retailers, take a security interest over the phone, in the event of an unpaid account.
The phone must be collected within 60 days of the customer being notified that it is ready for collection and repair charges are payable upon collection of the phone.
If not collected within 60 days, the unpaid account will be treated as a bad debt and the Spark store, dealer or retailer will take ownership of the phone (please refer to the Terms & Conditions on the Service Ticket).