Machines Protection Plan Terms & Conditions

MACHINES PROTECTION PLAN (MPP) SERVICE CONTRACT WITH ACCIDENTAL DAMAGE COVER TERMS AND CONDITIONS

DEFINITIONS

Product: Refers to mobile phones or wearable devices covered under a valid Service Contract.
You/Your: Refers to the purchaser of the Product and Service Contract.
We/Us/Our: Refers to Machines Sdn. Bhd.(“Machines”).
Services: The repair services provided by Us for mechanical and electrical defects in the Product, including, where applicable, the Rechargeable Battery (defined below), and additional benefits such as Accidental Damage (defined below*).
Valid Claim: Refers to (a) one-time screen replacement, or (b) one-time full replacement of the Product, or (c) one-time Rechargeable Battery replacement, subject to the payment of the applicable Service Fees noted below. The Rechargeable Battery replacement is valid only for mobile phones.
Rechargeable Battery: The rechargeable battery attached to the Product covered under the Service Contract.
Service Fee: The applicable service fee (as listed below) to be paid by You to Us in the event of a Valid Claim. The price listed is exclusive of 8% service tax, which will take effect on 1st January 2025.

Service Fees:
1. iPhone & iPad
  - Full Device Replacement or Component Replacement: RM349
  - Screen Replacement: RM0
  - Battery Replacement: RM46
2. iPad (only)
  - Full Device Replacement: RM349
3. MacBook
  - Full Device Replacement or Component Replacement: RM999
4. Apple Watch
  - Full Device Replacement or Component Replacement: RM239
5. Apple Watch Ultra
  - Full Device Replacement or Component Replacement: RM339

SCOPE OF SERVICES

The Services provided under Our Machines Extended Warranty Service Contract (“Service Contract”), known as the “Machines Protection Plan,” cover the parts and labor for the Product as stated on Our sales invoice/receipt for inherent mechanical and electrical defects. These are covered by the Service Contract only to the extent provided by the manufacturer of the Product. The Service Contract extends the manufacturer’s warranty by twelve (12) months, commencing from the expiry of the manufacturer’s twelve (12) month warranty and ending on the expiry date of the Service Contract.
This means that, inclusive of the manufacturer’s warranty period, the Product will effectively have a total warranty of twenty-four (24) months from the date of purchase, subject to payment of the applicable fee for the Machines Protection Plan.
This Service Contract can be purchased up to 30 days from the Product purchase date, subject to a physical inspection of the Product.
The Services provided under the Service Contract are applicable only if the Product’s use is limited to domestic and personal use.

RECHARGEABLE BATTERY REPLACEMENT

This repair service under the Service Contract covers mechanical and electrical defects in the Rechargeable Battery attached to the mobile phone purchased by You. If repair is not feasible, We will replace the original battery if its health condition is lesser than the manufacturer’s standards (as tested by the manufacturer approved battery tester). Any replacement will immediately terminate this Service Contract, and We shall have no further obligations for the remainder of the term of this Service Contract, if any. Any other related defects to the battery including but not limited to bloating of batteries, or software battery related issue are excluded under this Service Contract.
If the battery health of the covered device falls below eighty percent (80%) of its original capacity, Machines will, at its discretion, either repair or replace the battery or the device under MPP Service Contract. However, if no defect is found and the device functions within the specified parameters, the equipment will not be eligible for a claim under the Machines Protection Plan (MPP).
This service is valid only during the Service Contract period, commencing after the expiry of the manufacturer’s twelve (12) month warranty. It applies only to repairs and replacements carried out through Machines Service Sdn. Bhd. in Malaysia (“Machines Service Centre”).

ADDITIONAL BENEFITS

Accidental Damage: This service covers mechanical or electrical defects caused by accidental damage due to physical impact (e.g., cracked screen) or liquid spillage (collectively referred to as “Accidental Damage” ).We will, at Our discretion, repair, reinstate or replace the damaged Product. In cases where the Product is replaced with another of similar kind, quality and specifications, the replacement may be a different model. You are only entitled to make one claim for repair services under Accidental Damage, subject to the Limit of Liability as provided below. Accidental Damage coverage is effective from the purchase or delivery date (whichever is later) of the Product until the expiry of twenty-four (24) months from such purchase date or delivery date of the Product, as the case may be. Claims in relation to Accidental Damage must be submitted to Us within 10 days of the incident.

CLAIM PROCESS

Initiating a Claim
If your Product experiences an issue covered under this Machines Protection Plan (“MPP”), you must walk in to Our service centre and initiate a claim within 10 days of the incident. Please have your MPP details and proof of purchase ready.
Required Documentation
To process your claim, you will need to provide the following:
- Proof of Purchase: A copy of the original sales receipt or invoice showing the date of purchase, the model of the Product, and the purchase of the MPP.
- Damage/Defect Explanation: You will need to provide a detailed explanation of the nature of the damage or defect, including when it occurred and how it happened. Please be prepared to provide detailed information during the claim process.
- Photographs: Clear photos of the Device showing the damage.
- ID Verification: A copy of your government-issued ID to verify your identity.
- Supporting Documents: In cases where the damage occurred overseas, you will need to provide supporting documents to substantiate your claim. These may include a boarding pass, travel itinerary, hotel receipts, or any other relevant documentation that verifies your location and travel dates during the time of the incident. These documents help to confirm that the damage occurred while you were abroad and are essential for processing your claim.
Assessment and Approval
Once we receive your claim enquiry, our team will:
- Review the supporting documentation: Ensure all required documents are submitted and accurate.
- Initial Assessment: Conduct an initial assessment to determine whether the issue is covered under the MPP. This may include a review of photos or a remote diagnostic session.
  Note: Machines reserves the right to determine whether the Products are eligible for a claim under the MPP.
Machines Service Center Inspection
Upon receipt of your Device, the authorized Machines Service Center will perform a thorough inspection to confirm the damage or defect.
- Verification: The Machines Service Center will verify that the damage is consistent with the claim and covered by the MPP.
- Estimate: The service center will provide You with the cost for the repair or replacement.
  Note: If, during the course of inspection, it is found that the Product contains any unauthorized parts or components not originally installed or approved by the manufacturer, You will be subject to a penalties in accordance with Apple’s repair policy as detailed Apple Repair Policy.
  These penalties may include, but are not limited to, cancellation of the protection plan, forfeiture of any claims or benefits under the plan, and a monetary fine. The determination of unauthorized parts will be made solely by the service provider and is final and binding.
- Claim Resolution
- Repair: If the Device can be repaired, the service centre will carry out the repairs and return the Product to you.
- Replacement: If the Device cannot be repaired or if repairs are not cost-effective, we will replace the Product with the same model or, if unavailable, a comparable model.
- Payment: A service fee per claim must be paid before the repair or replacement process begins.
- Claim Status and Updates
  You can check the status of your claim via our email link provided to You at the time you send your Product for repair or replacement.

PRODUCT ELIGIBILITY

This Service Contract may be purchased only at the time of purchasing a new Product from Us and covers only Products that:
- Are new and purchased from Us.
- Include the manufacturer’s complete and original warranty which is valid in Malaysia.

LIMIT OF LIABILITY

We will not, under any circumstances, be liable for any loss or injury to a person, loss or damage to property, or any incidental, contingent, special, direct or indirect losses and consequential damages, included but not limiting to losses incurred due to any delay in rendering Services under this Service Contract and loss of use during repair
Our liability is limited to one (1) Valid Claim and shall not exceed the purchase price of the Product. “Valid Claim” refers to (a) one-time screen replacement, or (b) one-time full replacement of the Product, or (c) one-time Rechargeable Battery replacement, subject to the payment of Service Fees.
We will repair or replace the Product at Our discretion.
If the Product is deemed unrepairable or beyond economical repair, We will replace it with one of similar kind and quality. The replaced Product (damaged unit) will become Our property. Any such replacement will immediately terminate this Service Contract, with no refund of the Service Fee, and We shall have no further obligations under the Service Contract.
Under the Machines Protection Plan (MPP), You will pay a listed service fee for each full device or parts replacement and RM46 service fee for the mobile phone one-time battery replacement during the Extended Warranty Period. No service fee is payable for mobile phone screen replacements.
Machines will not be liable if (a) You do not submit the Product to a Machines Service Centre before the expiry of the Service Contract, or (b) a breakdown report is not submitted within 7 days of the incident.

EXCLUSIONS

This Service Contract does not cover:

Negligence of any kind, omission or default.
Any defective workmanship, including but not limited to liability arising out of implied warranties of merchantability, implied warranties of fitness, and strict liability.
Liability to anyone other than You or the person to whom You have transferred the Service Contract, which had been effected in writing and notified to Us in accordance with these terms, as the case may be.
Any acts of fraud, dishonest or criminal acts.
Property and product liability insurance.
Products still covered by the manufacturer’s/dealer’s original written warranty, repairer’s warranty, or any other active warranties.
Any defects that are subject to recall by the manufacturer/dealer.
Non-operating and cosmetic items, paint, product finish, and accessories used in or with the eligible product unless covered under a separate Service Contract, cables, cords, add-on options incorporated in a product for which options are not essential to the basic function of the Product for which the Service Contract was purchased.
Software (including operating system and any stored data), defects resulting directly from software installation and/or removal, computer viruses, virus prevention, and other peripherals.
Routine maintenance, cleaning, adjustments or software updates.
Damage due to neglect, abuse, misuse, theft, sand, corrosion, excessive heat, battery leakage, acts of god, commercial usage, power outages or surges, inadequate or improper voltage or current (fluctuation of electrical power, lightning, static electricity), improper environment (including lack of proper temperature or humidity).
Unauthorised modifications made to the Product and/or problems/defects arising from such unauthorised modifications; altered serial/IMEI numbers; failure to follow manufacturers’ instructions on installation, operation or maintenance; repairs performed by non-authorised repairer; any items not affecting the function of the Product; image burn.
Reception and transmission problems resulting from external causes.
Costs of removal or reinstallation unless specifically included in the Service Contract.
Problems or defects not covered under the original manufacturer’s/dealer’s original written warranty or any other warranties in effect unless otherwise stated.
Failure to follow manufacturer’s recommended instructions for installation, operation, routine care maintenance, inspection, cleaning, external adjustments etc. including problems cause by a device that is not the Product, including equipment/accessories that are not OEM, whether or not purchased at the same time as the Product.
Damage due to organic infestation (from internal and/or external sources)
Commercial use (multi-user organisations), public rental, use for profit or communal use.
All battery coverage except the repair service mentioned in the Rechargeable Battery Replacement section.
Restoration of or support for data stored in the Product (e.g., software, music, etc.).
Breakage caused by or attributed to the operation of a software virus or any other software-based malfunction; or natural disasters, fire, terrorism, or power surge.
Faults in any electrical connection which is not part of the Product;
Damage arising from attack by unauthorized software/virus, software faults.
Replacement of any consumable items or accessories such as cables, chargers, headphones, etc.
Losses that do not occur within the period of the Service Contract;
Losses caused by illegal acts committed by the Service Contract holder;
Losses that are intentionally caused by the Service Contract holder;
Losses due to war (whether war has been declared or not), civil commotion, uprising, martial law, riot or the act of any lawfully constituted authority;
Losses due to the order of any government, public authority or customs’ officials;
Any failure, malfunction, defect, inoperability, breakdown, disruption, or stoppage of the Product or any Product, functions or the functions of any related to, directly or indirectly any design, planning or engineering compatibility

SERVICE IN MALAYSIA

To report a Product failure due to an electrical or mechanical defect or accidental damage, please call the Machines Support Hotline at +6016-699 9887 (10AM - 6PM) from Monday to Saturday, excluding public holidays, or visit a Machines Service Centre.
Our Customer Service Representatives or Machines Service Centre staff will guide you through the service process. Please have your Service Contract details ready before contacting us. If the original manufacturer’s warranty is still valid, you are required to use it, even if the Service Contract is in force. Repairs must be carried out through a Machines Service Centre, and the Service Contract sales receipt/invoice must be presented.
Machines reserve the right to repair or replace the device. Customers must provide relevant receipts or documents that substantiate the sequence of events leading to the damage of the Apple device before the service centre can proceed with a Machines Protection Claim.

TERMINATION

This Service Contract shall terminate immediately, without refund of the Service Fee paid, in the following events:

Subsequent sale of the Product without written notice or request to transfer this Service Contract to the new owner to US of such sale within 14 days;
Disposal or repossession of the Product;
Unauthorised repair, replacement or modification of the Product; or
In the event of any one (1) Valid Claim having been made under this Service Contract.

CANCELLATION

This Service Contract may be cancelled within 14 days of the product purchase date for a full refund, provided that no valid claim has been made. If a Valid Claim has been made, this Service Contract cannot be cancelled. Service Contract rendered with MPP Discount Voucher cannot be cancelled or exchanged with cash.

FORCE MAJEURE

We are not responsible for any delays or failures resulting from events beyond our control, including but not limited to acts of God, fire, flood, explosion, war, strike, embargo, government actions, military authority, or natural elements. In such cases, we will not be liable for any costs incurred due to the delay.

SERVICE CONTRACT

Service Contracts are agreements for repair services and are not insurance policies or guarantees from Machines concerning the nature, workmanship, or performance of the Product.

ASSIGNMENT OF CONTRACT

If you sell or transfer your Product to another consumer within the period of the Service Contract, you must contact the Machines Support Hotline at +60 154 873 8058 (10AM - 6PM) within 14 days to initiate the transfer of the Service Contract in writing. The information provided below must be submitted to Machines by the current owner; failure to do so will result in the rejection of any MPP claims. Please note that the transfer of MPP warranty ownership is limited to one transfer only.
Current Owner Information (Please enclose the purchase invoice):
Name:
Telephone:
Email:
Device SN / IMEI:
Name:
Invoice:

New Owner Information:
Name:
Telephone:
Email:

PERSONAL DATA

By entering into this Service Contract, the Service Contract holder acknowledges that they have read, understood, and consented to the collection and processing of their personal information by Us in accordance with Our Privacy Notice, which is available on Our website at https://www.machines.com.my/pages/pdpa.
If the Service Contract holder provides personal information relating to other individuals, the Service Contract holder warrants and represents that they have the authority to share this information with Us. The Service Contract holder must inform the other individuals about the purposes for which their personal information is collected, used, and disclosed, as well as the parties to whom it may be disclosed by Us. The Service Contract holder further confirms that the other individuals agree and consent to the collection, use, and processing of their personal information in accordance with Our Privacy Notice.

GENERAL TERMS AND CONDITIONS

We reserve the right to modify the terms and conditions of this Service Contract without prior notice.
The Service Contract is not transferable without written notice and Our consent.
This Service Contract will be governed by and construed in accordance with the laws of Malaysia.
All communications regarding this Service Contract must be in writing and sent to Machines Sdn. Bhd. at the address specified on the Service Contract or sales receipt/invoice.

DEFINITION

Product means mobile phone or wearable products covered under a valid Service Contract
You and Your refer to the purchaser of the Product and Service Contract
We, Us and Our refers to Machines Sdn Bhd (“Machines”)
Services means the repair services provided by Us for mechanical and electrical defects in the Product including where applicable, the Rechargeable Battery (defined below) and with additional benefits such as Accidental Damage (defined below*).
Valid Claim means a (a) one-time screen replacement or (b) one-time full replacement of the Product or (c) one time Rechargeable Battery replacement, subject to the payment of the applicable Service Fees noted below.The Rechargeable Battery replacement is valid only on mobile phones.
Rechargeable Battery means the rechargeable battery attached to the Product covered under the Service Contract.
Service Fee means the applicable service fee (as provided below) to be paid by You to Us if a Valid Claim takes place.
1. iPhone & iPad
  - Full Device Replacement or Component Replacement: RM349
  - Screen Replacement: RM0
  - Battery Replacement: RM46
2. iPad (only)
  - Full Device Replacement: RM349
3. MacBook
  - Full Device Replacement or Component Replacement: RM999
4. Apple Watch
  - Full Device Replacement or Component Replacement: RM239
5. Apple Watch Ultra
  - Full Device Replacement or Component Replacement: RM339

SCOPE OF THE SERVICES

The Services provided under Our Machines Extended Warranty Service Contract (“Service Contract”) known as “Machines Protection Plan” are applicable to the parts and labour in respect of the Product as stated on Our sales invoice/receipt for inherent mechanical and electrical defects covered by the Service Contract only and only to the extent provided by the manufacturer of the Product. The Service Contract extends the manufacturer’s warranty in respect of the Product for a twelve (12) months’ period commencing from the expiry of the manufacturer’s twelve (12) month warranty and ending on the expiry date of the Service Contract.
This means that, inclusive of manufacturer’s warranty period, the Product will effectively have a total warranty of twenty-four (24) months from date of purchase of the Product, subject to payment of the applicable fee for the Machines Protection Plan.
This Service Contract can be purchased up to 30 days from the Product purchase date, subject to physical inspection of the Product.
The Services provided under the Service Contract shall only be applicable to Your Product if its use is, or has been, limited to domestic and personal use.

Rechargeable Battery Replacement - This repair service under this Service Contract is for mechanical and electrical defects in the Rechargeable Battery attached to the mobile phone purchased by You under this Service Contract. If it is too costly or We are unable to repair the Rechargeable Battery, We will replace the original battery attached to the mobile phone purchased by You if the Rechargeable Battery’s health condition is lesser than manufacturer’s standards (tested by the manufacturer approved battery tester). Any such replacement will immediately terminate this Service Contract and We shall have no further obligations for the remainder of the term of this Service Contract, if any. Any other related defects to the battery including but not limited to bloating of batteries, or software battery related issue are excluded under this Service Contract.

This repair service for the Rechargeable Battery is only valid during the Service Contract period commencing upon the expiry of the manufacturer’s twelve (12) month warranty. This repair service for the Rechargeable Battery attached to the mobile phone applies only to repairs and replacements carried out through Machines Service Sdn Bhd in Malaysia (“Machines Service Centre”).

Additional Benefits - Under the Service Contract, You are entitled to the following:-

*Accidental Damage - This accidental damage repair service is for mechanical or electrical defects of the Product caused by accidental damage due to physical impact (such as cracked screen) and spillage of liquids (collectively referred to as “Accidental Damage”).

For such loss, We will, at our discretion, repair, reinstate or replace the Product that is damaged. In cases where the Product is replaced with another of like kind, quality and specifications, the replacement may be a different model. You are only entitled to make a claim from Us for repair services under Accidental Damage subject to the Limit of Liability as provided below. Accidental Damage will be effective from the purchase date or delivery date (whichever is later) of the Product until the expiry of twenty-four (24) months from such purchase date or delivery date of the Product, as the case may be. Claims in relation to Accidental Damage must be submitted to Us within 10 days of the incident.

PRODUCT ELIGIBILITY

This Service Contract may only be purchased upon purchase of a Product and only covers a Product which:

Is new & purchased from Us.
Included at the time of purchase, the manufacturer’s complete and original warranty which is valid in Malaysia.

LIMIT OF LIABILITY

We will not, under any circumstances, be liable for any loss or injury to a person or loss or damage to property or any incidental, contingent, special or any direct or indirect loss and consequential damages including but not limiting to losses incurred due to any delay in rendering Services under this Service Contract and loss of use during the period that Your Product is at a Machines Service Centre, and/or while awaiting repair.
Our liability is limited to any one (1) Valid Claim and shall in no event exceed the purchase price of the Product. “Valid Claim” means a (a) one-time screen replacement or (b) one-time full replacement of the Product (c) one time Rechargeable Battery replacement, subject to the payment of Service Fees.
We will repair or replace the Product at our discretion.
We will replace your Product with one of like kind and quality if the Product is not repairable or beyond economical repair. The replaced Product (the damaged unit) shall become Our property. Due to technological advances, the replacement product may be of lower retail value than the original Product. Any such replacement will immediately terminate this Service Contract with no refund of the Service Fee and We shall have no further obligations for the remainder of the term of this Service Contract, if any.
Under the Machines Protection Plan(MPP) you will pay a listed service fee for each full device replacement or parts replacement and RM46 service fee for the mobile phone one-time battery replacement occurring during the Extended Warranty Period. For mobile phone screen replacements there will be no service fee payable.

Machines will not be liable under the Service Contract if (a) You do not submit the Product to a Machines Service Centre for repair before the expiry of the Service Contract; or (b) a breakdown report has been not been submitted within 10 days of the breakdown incident.

EXCLUSIONS FROM SCOPE OF THE SERVICES UNDER THE SERVICE CONTRACT:

Negligence of any kind, omission or default.
Any defective workmanship, including but not limited to liability arising out of implied warranties of merchantability, implied warranties of fitness, and strict liability.
Liability to anyone other than You or the person to whom You have transferred the Service Contract which had been effected in writing and notified to Us in accordance with these terms, as the case may be.
Any acts of fraud, or other dishonest or criminal acts
Property & product liability insurance.
Products that are still covered by the manufacturer’s/dealer’s original written warranty, repairer’s warranty, or any other warranties in effect.
Any defects that are subject to recall by the manufacturer/dealer.
Non-operating and cosmetic items, paint, or product finish, accessories used in or with the eligible product unless covered under a separate Service Contract, cables, cords, add-on options incorporated in a product for which options are not essential to the basic function of the Product for which the Service Contract was purchased.
Software (including operating system and any stored data), defects resulting directly from software installation and or removal, computer virus, virus prevention, and other peripherals.
Routine maintenance, cleaning, adjustments or software updates.
Damage neglect, abuse, misuse, theft, sand, corrosion, excessive heat, battery leakage, acts of god, commercial usage, power outages or surges, inadequate or improper voltage or current (fluctuation of electrical power, lightning, static electricity), improper environment (including lack of proper temperature or humidity).
Unauthorised modifications made to the Product and/or problems/defects arising from such unauthorised modifications; altered serial/IMEI numbers; failure to follow manufacturers’ instructions on installation, operation or maintenance; repairs performed by non-authorised repairer; any items not affecting the function of the Product; image burn.
Reception and transmission problems resulting from external causes.
Costs of removal or reinstallation unless specifically included in the Service Contract.
Problems or defects not covered under the original manufacturer’s/dealer’s original written warranty or any other warranties in effect unless otherwise stated.
Failure to follow manufacturer’s recommended instructions for installation, operation, routine care maintenance, inspection, cleaning, external adjustments etc. including problems cause by a device that is not the Product, including equipment/accessories that are not OEM, whether or not purchased at the same time as the Product.
Damage due to organic infestation (from internal and/or external sources)
Commercial use (multi-user organisations), public rental, use for profit or communal use.
All battery coverage except the repair service mentioned in the Rechargeable Battery Replacementsection
Restoration of or support for data stored in the Product (e.g., software, music, etc.).
Breakage caused by or attributed to the operation of a software virus or any other software-based malfunction; or natural disasters, fire, terrorism, or power surge.
Faults in any electrical connection which is not part of the Product;
Damage arising from attack by unauthorized software/virus, software faults.
Replacement of any consumable items or accessories such as cables, chargers, headphones, etc.
Losses that do not occur within the period of the Service Contract;
Losses caused by illegal acts committed by the Service Contract holder;
Losses that are intentionally caused by the Service Contract holder;
Losses due to war (whether war has been declared or not), civil commotion, uprising, martial law, riot or the act of any lawfully constituted authority;
Losses due to the order of any government, public authority or customs’ officials;
Any failure, malfunction, defect, inoperability, breakdown, disruption, or stoppage of the Product or any Product, functions or the functions of any related to, directly or indirectly any design, planning or engineering compatibility

For Service in Malaysia. Call Machines Support Hotline +6016-699 9887 (10AM - 6PM)

When the Product failure occurs due to an electrical or mechanical defect or accidental damage, you may call the Machines Support Hotline on +6016-699 9887 (10AM - 6PM) to report the failure Mon to Sat 9am to 6pm - excluding public holidays or visit a Machines Service Centre.

Our Customer Service Representatives or Machines Service Centre staff will be ready to guide you through the service process. To expedite service, please ensure that you have your Service Contract details readily available before placing the call or visiting the Machines Service Centre. If the original manufacturer’s warranty is still valid, you are required to utilise the original manufacturer’s warranty notwithstanding that the Service Contract is already in force. Repairs must only be carried out through a Machines Service Centre. For all repairs, the Service Contract sales receipt/invoice for the Product must be presented.

TERMINATION
This Service Contract shall terminate immediately with no refund of the Service Fee paid in the event of any of the following:

Subsequent sale of the Product when no written request to transfer this Service Contract to the new owner has been received by Us within 14 days of such transfer;
Disposal or repossession of the Product;
Unauthorised repair, replacement or modification of the Product; or
In the event of any one (1) Valid Claim having been made under this Service Contract

CANCELLATION
This Service Contract can be cancelled within 14 days of the product purchase date at a full refund provided that no valid claim has taken place. If a Valid Claim has taken place this Service Contract cannot be cancelled. Service Contract rendered with MPP Discount Voucher cannot be cancelled or exchanged with cash.

Assignment of Contract
If you sell or transfer your Product to another consumer within the period of the Service Contract, you must call the Machines Support Hotline on +60 154 873 8058 (10AM - 6PM) within 14 days and effect the transfer of the Service Contract in writing.

PERSONAL DATA

The Service Contract holder is deemed to have read, understood and consented to the collection and subsequent processing of personal information by Us (whether obtained during the application process or administration of this contract) in accordance with Our Privacy Notice as from time to time published on Our website at https://www.machines.com.my/pages/pdpa. If the Service Contract holder submits information relating to other individuals, the Service Contract holder further warrants and represents that the Service Contract holder has the authority to provide information relating to the other individuals to Us, that the Service Contract holder has informed the other individuals about the purposes for which his/her personal information is collected, used and disclosed as well as the parties to whom such personal information may be disclosed by Us and that the other individuals agree and consent that We may collect, use, and process his/her personal information in accordance with Our Privacy Notice.

DEFINITION

Product means mobile phone covered under a valid Service Contract
You and Your refer to the purchaser of the Product and Service Contract
We, Us and Our refers to Machines Sdn Bhd (“Machines”)
Coverage means coverage for mechanical and electrical defects in the Product including where applicable, the Rechargeable Battery attached to such Product and with additional benefits such as Accidental Damage (defined below*)
Valid Claim means a one-time screen replacement or one-time full replacement of the Product and a one time Rechargeable Battery replacement. subject to the service fees noted below. The Rechargeable Battery replacement is valid only on mobile phones
Service Fee means a payment by You to Us if a Valid Claim takes place.

COVERAGE

Our Machines Extended Warranty Service Contract (“Service Contract”) known as “Machines Protection Plan” provides coverage for parts and labour in respect of the covered Product stated on Our Sales Invoice/Receipt for covered inherent mechanical and electrical defects only and only to the extent provided by the manufacturer of the Product; and extends the manufacturer’s coverage for a twelve(12) month period commencing upon the expiry of the manufacturer’s twelve(12) month warranty and ending on the Service Contract.
This means that, inclusive of manufacturer’s warranty period, the Product will have a total Warranty of twenty-four (24) months from date of purchase of the Product, subject to payment of the applicable fee for the Machines Protection Plan.
The Product use is or has been limited to domestic and personal use.

Rechargeable Battery Replacement - The repair service coverage is for mechanical and electrical defects in the Rechargeable Battery attached to the mobile phone purchased by you under this Service Contract. If it is too costly or we are unable to repair the Rechargeable Battery, we will replace the original battery attached to the mobile phone purchased by you if the Rechargeable Battery cannot be charged beyond 50% and subject to a one-time only Rechargeable Battery replacement. Any other related defects to the battery including but not limited to bloating of batteries, or software battery related issue are excluded under this Service Contract.

This repair service coverage is only valid during the Service Contract period commencing upon the expiry of the manufacturer’s twelve(12) month warranty. This repair service coverage for the Rechargeable Battery attached to the mobile phone applies only to repairs and replacements carried out through Machines Service Sdn Bhd in Malaysia (“Machines Service Centre”).

Additional Benefits - Under a master insurance policy issued by AIG Malaysia Insurance Berhad (“AIG”), which Machines has taken for the benefit of its customers who have purchased a Product under the Service Contract, you are entitled to the following:-

*Accidental Damage - This repair service coverage is for mechanical or electrical defects of the Product caused by accidental damage due to physical impact (such as cracked screen) and spillage of liquids (collectively referred to as “Accidental Damage”).

For such loss, AIG may join with any other insurance company in repairing, reinstating or replacing the Product that is damaged where the Product is insured elsewhere. In cases where the Product is replaced with another of like kind, quality and specifications, the replacement may be a different model. You are only entitled to make a claim from AIG for repair services under Accidental Damage subject to the Limit of Liability. Accidental Damage will be effective from the purchase date or delivery date (whichever is later) until the expiry of twenty-four (24) months from such purchase date or delivery date, as the case may be. Claims in relation to Accidental Damage must be submitted to Us within 10 days of the incident.

PRODUCT ELIGIBILITY
This Service Contract may only be purchased upon purchase of a Product and only covers a Product which:

Is new & purchased from Us.
Included at the time of purchase, the manufacturer’s complete and original warranty which is valid in Malaysia.

LIMIT OF LIABILITY

Coverage will not, under any circumstances, extend to any loss or injury to a person or loss or damage to property or any incidental, contingent, special or any direct or indirect loss and consequential damages including but not limiting to losses incurred due to any delay in rendering service related to this Service Contract and loss of use during the period that Your Product is at a Machines Service Centre, and/or while awaiting repair.
Our liability is for any one (1) Valid Claim and shall in no event exceed the purchase price of the Product.
We will Repair or Replace the Product at our discretion.
We will replace your Product with one of like kind and quality if the Product is not repairable or beyond economical repair. The replaced Product (the damaged unit) shall become Our property. Due to technological advances, the replacement product may be of lower retail value than the original Product. Any such replacement will immediately terminate this Service Contract with no refund of the Service Fee and We shall have no further obligations for the remainder of the term of this Service Contract, if any.
Under the Machines Protection Plan(MPP) you will pay a listed service fee for each full device replacement or parts replacement and RM46 service fee for the mobile phone one-time battery replacement occurring during the Extended Warranty Period. For mobile phone screen replacements there will be no service fee payable.

GENERAL EXCLUSIONS: The terms and conditions of the master insurance policy shall form an integral part of this Service Contract and you are required to comply with the same in order to enjoy the benefits. Details of such terms and conditions are available for your review before your purchase of this Service Contract and a copy of such terms and conditions will be made available to you upon request.

AIG shall not be deemed to provide cover and AIG shall not be liable to pay any claim or provide any benefit hereunder to the extent that the provision of such cover, payment of such claim or provision of such benefit would expose AIG, its parent company or its ultimate controlling entity to any sanction, prohibition or restriction under United Nations resolutions or the trade or economic sanctions, laws or regulations of the European Union or the United States of America.

Neither Machines nor AIG will be liable under the Service Contract if you do not submit the Product to a Machines Service Centre for repair before (a) the expiry of the Service Contract or (b) if a breakdown report has been not been submitted within 10 days of the breakdown incident

EXCLUSIONS FROM COVERAGE:

Negligence of any kind, omission or default.
Any defective workmanship, including but not limited to liability arising out of implied warranties of merchantability, implied warranties of fitness, and strict liability.
Liability to anyone other than the Insured or Service Contract holder, as the case may be.
Any acts of fraud, or other dishonest or criminal acts
Property & product liability insurance.
Products that are still covered by the manufacturer’s/dealer’s original written warranty, or the Insured’s’ dealer warranty, repairer’s warranty, or any other warranties in effect.
Any defects that are subject to recall by the manufacturer/dealer.
Non-operating and cosmetic items, paint, or product finish, accessories used in or with the eligible product unless covered under a separate Service Contract, cables, cords, add-on options incorporated in a product for which options are not essential to the basic function of the Product for which the Service Contract was purchased.
Software (including operating system and any stored data), defects resulting directly from software installation and or removal, computer virus, virus prevention, and other peripherals.
Routine maintenance, cleaning, adjustments or software updates.
Damage neglect, abuse, misuse, theft, sand, corrosion, excessive heat, battery leakage, acts of god, commercial usage, power outages or surges, inadequate or improper voltage or current (fluctuation of electrical power, lightning, static electricity), improper environment (including lack of proper temperature or humidity).
Unauthorised modifications made to the Product and/or problems/defects arising from such unauthorised modifications; altered serial/IMEI numbers; failure to follow manufacturers’ instructions on installation, operation or maintenance; repairs performed by non-authorised repairer; any items not affecting the function of the Product; image burn.
Reception and transmission problems resulting from external causes.
Costs of removal or reinstallation unless specifically included in the Service Contract.
Problems or defects not covered under the original manufacturer’s/dealer’s original written warranty or any other warranties in effect unless otherwise stated.
Failure to follow manufacturer’s recommended instructions for installation, operation, routine care maintenance, inspection, cleaning, external adjustments etc. including problems cause by a device that is not the Product, including equipment/accessories that are not OEM, whether or not purchased at the same time as the Product.
Damage due to organic infestation (from internal and/or external sources)
Commercial use (multi-user organisations), public rental, use for profit or communal use.
All battery coverage except the repair service coverage mentioned in the Rechargeable Battery Replacementsection

For Service in Malaysia. Call Machines Support Hotline +60 154 873 8058 (10AM - 6PM)

When the Product failure occurs due to an electrical or mechanical defect or accidental damage, you may call the Machines Support Hotline on +60 154 873 8058 (10AM - 6PM) to report the failure Mon to Sat 9am to 6pm - excluding public holidays or visit a Machines Service Centre.

TERMINATION
This Service Contract shall terminate immediately with no refund of the Service Fee paid in the event of any of the following:

Subsequent sale of the Product when no written request to transfer this Service Contract to the new owner has been received by Us within 14 days of such transfer;
Disposal or repossession of the Product;
Unauthorised repair, replacement or modification of the Product;
In the event of any one (1) Valid Claim under this Service Contract

CANCELLATION
This Service Contract can be cancelled within 14 days of the product purchase date at a full refund provided that no valid claim has taken place. If a valid claim has taken place this Service Contract cannot be cancelled. Service Contract rendered with MPP Discount Voucher cannot be cancelled or exchanged with cash.

Service Contract
The Service Contracts are service contracts for repair services. The Service Contracts are not insurance policies or guarantees given by Machines relating to the nature of the material, workmanship or performance of the Product save for the Additional Benefits wherein a master insurance policy has been issued by AIG in favour of Machines for the benefit of its customers who have purchased a Product under the Service Contract.

You may perform a self-check on the Machines Protection Plan warranty coverage period HERE.

Machines Protection Plan Terms & Conditions

DEFINITIONS

SCOPE OF SERVICES

RECHARGEABLE BATTERY REPLACEMENT

ADDITIONAL BENEFITS

CLAIM PROCESS

PRODUCT ELIGIBILITY

LIMIT OF LIABILITY

EXCLUSIONS

SERVICE IN MALAYSIA

TERMINATION

CANCELLATION

FORCE MAJEURE

SERVICE CONTRACT

ASSIGNMENT OF CONTRACT

PERSONAL DATA

GENERAL TERMS AND CONDITIONS

An affordable way to own your favourite Apple device.

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