FAQS
Frequently Asked Questions
Many of our customers have specific questions about our services. Here are just a few of the frequently asked questions here at Star Shield.
If you have further enquiries, you may contact us to get your doubts clarified!
Extended Warranty
What are our Star Shield Extended Warranty Plans?
Star Shield’s 6-months free Lite Plan provides basic protection to your devices and is only available during trade shows.
Star Shield’s Premium Plan is an advanced plan that provides full protection against manufacture defects, with an additional Accidental Damage Protection (ADP). This plan can be purchased from any Star Shield authorised partners and online at Star Shield website.
Lastly, the Elite Plan and Demo (Preowned) Plan are only available for purchase at Challenger’s stores and online at Hachi.Tech.
Find out more on our plans here.
What devices are eligible for the Extended Warranty Plans?
- Lite plan is only applicable for PC/Notebooks.
- Premium Plan is applicable for all PC/Notebooks, tablets, smartphones and printers.
- Elite Plan covers all PC/Notebooks, tablets, smartphones, printers, digital cameras, Wi-Fi routers, IP cameras, Fitness Trackers, Smartwatch, LCD/LED Monitors, Headphones, Bluetooth Speakers, Bluetooth Earpiece and Wireless Earbuds.
How many years can I extend my warranty?
All of our plans extend your device’s warranty by up to a maximum of 5 years. If your manufacturer’s warranty is valid for 3 years, the Extended Warranty will only be valid for another 2 years.
How do I claim my warranty for defects?
You may visit any of our stores with your faulty device, or write in to us via email to submit a claim.
Can I purchase a plan if my product retail price is over $4999?
Yes, you can still purchase a plan with us. For products that cost $5000 and above, do contact us so that we can keep in touch with you and advise you with an appropriate quotation.
Does Star Shield Extended Warranty Plans cover water damages?
No, our Extended Warranty Plans do not cover water damages.
Does your plan cover software damages? (Eg: software corruption)
We are unable to provide software damage coverage at the moment. However, we are working towards the possibility of a software coverage in the near future.
Can I cancel my plan after purchasing?
You may choose to cancel your plan any time after the purchase. Do note that a full refund will only be given if cancellation is done within 7 days of purchase.
I lost the proof of purchase for my warranty. Can I still claim it?
Yes, all plan holders can still claim their warranty as we keep a digital record of the plans in our database. You only have to present us with the product serial number of your device.
Can I still purchase a plan if I have already bought my devices?
You can still purchase a plan with us as long as you have not purchased your device for more than 6 months.
Does your warranty come with international coverage?
No, our warranty plans are only valid in Singapore.
When will I get a 1-for-1 exchange?
We will provide a 1-for-1 exchange of an equivalent device should we determine that your device is beyond economic repair. The device may be a new or refurbished unit equivalent to its performance and reliability based on availability.
What is corporate coverage?
Corporate coverage is applicable for companies who want to use and register their devices for commercial use.
What happens if I damaged my devices overseas?
Our warranty plans only cover defects or damages occurred within Singapore. Alternatively, you may still engage our repair services to repair your devices separately for a fee.
Is cosmetic damages covered in my warranty plan? (E.g. scratches and dents)
Cosmetic damages are not covered in our warranty plans as they do not affect the functionality of the device.
Repair Services
What repair services does Star Shield provide?
Star Shield provides an extensive range of repair and upgrading services for all hardware defects and operating system-based software defects. In addition, we provide data backup and recovery services if you have important information/ software stored within your devices. Find out more here.
Where can I drop off my devices?
You can drop off your devices at any 25 participating Challenger stores (transportation fee applies) and our Star Shield stores where our technical specialists will attend to your problem as soon as possible.
Is there a diagnostic fee?
- Diagnostic fee is waived for our Star Shield Extended Warranty Members.
- For Non-Star Shield Extended Warranty Members, there will be a non-refundable in-depth diagnostic fee of $80. Should you agree to proceed with the necessary repairs after diagnosis, the amount will then be offset from the total bill.
Is there an on-site pick up and return service available?
Yes! We provide island-wide pickup service and other collection services too. Find out more here.
What model of devices do you take in for repairs?
Star Shield takes in a wide variety of models ranging from PC/notebooks to printers and everything in between. You may contact us via our support hotline, email, or submit a form to enquire the specific model you wish to repair.
What if my devices are still not working after the repair?
We conduct a thorough check before returning all newly repaired device to our customers. In addition, all our repair service comes with a 90 to 180 days hardware workmanship guarantee. This means we will repair your devices for free if the same diagnosed problem persists.
What happens to the files inside my devices when I send it for repair?
You are strongly encouraged to back up your files and software before sending in your devices. There are chances that the files inside gets re-formatted during the repair process. We also provide Data Backup service which are free for our Extended Warranty Premium plan holders only, general public may engage in these services with a fee.
Are the replacement parts used by Star Shield original parts?
We may use original or third-party replacement parts depending on the availability of the requested parts. However, there is no need to worry as we carefully select and check the quality of all third party replacement parts used to ensure that you get the best quality.
How long will it take for me to receive my devices back in working condition?
We take fulfillment time seriously in Star Shield as we understand how much your devices mean to you. Hence, we strive to get your devices repaired within a reasonable amount of time. The fulfillment time is unique to each individual case and is determined by the areas of defect. Our technical specialists will contact you once your device is ready for collection.