new phone guide
Congratulations on ordering your new phone with know about your purchase and important informa
Warranty
Phone Chargers
Security Seal/Open Box
MobiCity offers a 12 month Australian warranty as standard on your new handset. Our warranty is provided by Australian Warranty Services (AWS) and you can view full terms and conditions at: www.mobicity.com.au/extras/ warranty.html (AU) or www.mobicity.co.nz/extras/ warranty.html (NZ)
When shipped with an international charger our phones will generally come with an adapter so that you can use it in Australia. Wherever possible we also provide a generic Australian charger as a gift. However, we recommend that you primarily use the original charger and adapter and keep the generic one as a back up.
Whilst our phones are normally shrink-wrapped, a technician in our warehouse has already opened the box. This is to ensure that all the functions and features have been tested and quality assured to reduce the incidence of the handset being dead-on-arrival (DOA). Your 12-month AWS warranty is not affected.
Incorrect Items
A Change of Mind
Warranty
In the unlikely event that you receive the wrong colour, model, specification or size of phone, you must report the incorrect item to us within 48 hours of receipt. The phone must be maintained in an ‘as new’ condition so that we can organise an immediate replacement for you. Failure to comply will void all refund or return claims. Please note that ‘Free Accessory’ items may be exchanged without notice to prevent delivery delays.
Cancellation due to a change of mind can only occur prior to the item leaving our warehouse. Once the item has been shipped a re-stocking fee becomes applicable and an RMA code must be obtained from the care team if you wish to exchange your item.
After 48 hours, AWS handle all warranty and repair issues. Should you wish to make any warranty repair or accidental damage claim, you must complete the Austalian Warranty Services claim form on their website, www.aussiewarranty.com.au. AWS will generally respond to claims within 24 hours.
h MobiCity. Enclosed is everything you need to ation to help find your way.
Testing
Dead-On-Arrival (DOA)
Return/Exchange Policy
All phones sent from our Hong Kong warehouse undergo a comprehensive testing procedure before shipping. This means that the phone is taken from it’s box, the battery installed and the handset is turned on. Our technician will then test various phone functions to ensure that it is in working order. This may include inserting a SIM card, testing the camera functions, pairing with a Bluetooth device, making/receiving phone calls and checking the memory card.
Despite all the thorough testing carried out by MobiCity, there may be an occasion where the handset will not turn on or some features of the phone do not work. Should this occur with your new phone, you must notify us within 48 hours of receipt. You will be directed to our MobiCare form at www.mobicity.com.au/ contacts/ (AU) or www. mobicity.co.nz/contacts/ (NZ) to be provided with a Return to MobiCity Authorisation (RMA) code for immediate repair or replacement.
At MobiCity we do everything we can to ensure that you are satisfied with your new purchase. As a result we offer a detailed returns and exchange policy. You can view the complete policy at; www.mobicity.com.au/extras/ returns.html (AU) or www.mobicity.co.nz/extras/ returns.html (NZ). All returns and exchanges sent back to MobiCity must be accompanied by an RMA code..
Repairs
English Manuals/ Software
Branding
On receipt of your claim form AWS will respond with a suggested resolution. Minor issues can often be resolved with a hard reset, a software (firmware) update or taking out the battery and cleaning the SIM card. For major repairs you will be advised to return the phone to an AWS preferred repair centre. However, should you prefer to, you may be able to get it fixed at a local centre. Please contact AWS for more details about alternative repair centres.
Whilst MobiCity endeavours to source phones with English manuals and software, we cannot guarantee that all phones will be shipped with them. However, the majority of manuals and software can be found on our website within the product specifications. If you experience difficulties finding them please call, or email sales@mobicity.co with the relevant details and we will attempt to track them down for you.
Unless otherwise stated, all our phones are unlocked. Wherever possible we will also obtain unbranded stock of your phone. However, in some cases an unbranded option is either not available or unobtainable at a reasonable price. In the event that your device carries a network logo, please be aware that performance will not be adversely affected.
Get Connected When buying a new unlocked phone from anywhere other than your carrier, you may find that settings such as MMS and internet don’t automatically work. This is because the phone is free of all carrier settings. To fix this, you’ll need to configure a certain APN on your handset. An APN (Access Point Name) is carrier specific and contains the settings that your mobile phone uses to connect a Packet Data Network (PDN) to access functions such as MMS and internet. Many carriers and manufacturers will allow you to SMS these settings directly to your phone via their websites. Otherwise, you can manually enter APN settings by following this simple guide online. Go to > http://bit.ly/get_connected
What if something goes wrong? To ensure that you get the most from your new phone, we include a free 12 month standard warranty with all handsets sold. This policy is provided by MobiCity and administrated by Australian Warranty Services. We also offer several other warranty options; • MobiCare Silver (12 months, repair pick up, express repair) • MobiCare Gold (Extended 24 month warranty) • MobiCare Platinum (24 months, repair pick up, express repair)
To discuss warranty options please call us or raise a ticket on the website. To make a claim visit www.aussiewarranty.com.au.
Now that should make your new phone rest easy.
Visit www.mobicity.co or call 1300 14 MOBI (AU) or 098870389 (NZ).