General questions:

What is repairing method like?

TeleMax as the official brandservice of several manufacturers, is obligated to fulfill its day-to-day job in accordance with the manufacturer’s expectations as well as keeping its instructions. Under the terms of the contracts all the appliances with valid warranty are handled free of charge for clients; repairing expences are repaid for the service by the manufacturer. One-time repair of our client’s phone (and definitely not refusing help) is in the service’s own interest, however, fulfilling manufacturer requirements is obligatory for all brandservices.

At the arrival of the appliance, datas of the received phone, its actual external state, all its belongings (such as battery, charger, memory card etc.), special datas required by the manufacturer and experienced fault are registered.

After administration, the phone is packed in an antistatic bag which goes with the appliance during the whole period of its repair. In the service room under special circumstances, our colleagues examine the appliance, check all the experienced errors and internal state. Once all these are completed, with special devices and instruments our technician and engineers confirm error, which helps appoint the reason of fault. If it is neccessary, they repair the appliance (refreshing software, changing components, installing specific contents) then it gets through a calibration procedure when all its inner parameters (RX, TX…) are checked and calibrated. After calibration, in accordance with manufacturer requirements as well as with the instructions found in the standard of mobile phones, our mechanicians do a hardver test with a special instrument and none of the test’s results are allowed to be over the given end values. After repairing process, calibrating and instrumental testing procedures the phone is sent to a separated testing group who make all the final checkings on appliances. During this final testing, they check every single function (camera, microphone, loud-speaker, keypad …) with the usage of phones’ inner administration and also in real network with the help of SIM card. When the appliance passes every testing procedure, and no (manual) error was found either by instrumental group or by manually testing group, after administration, it will be shipped back to the sender in special safety packing.

My phone broke down, what am I supposed to do?

In case of having valid warranty (there is usually a one-year-long warranty for service free phones and a two-year-long warranty for phones bought at certain services, however, please ask for more information at the place of purchase as there can be differences) there are more possible solutions to validate your warranty and to leave the phone for repair.

For repairing the phone in warranty, fully filled, stamped warranty card or invoice which clearly identifies the device is needed. Without these documents, the appliance cannot be repaired in warranty.

I am not able to find note of warranty?

In case of having warranty card or invoice coming with the product which identifies the appliance (IMEI number and date of purchase), our company can handle guaranteed appliances in warranty. If you cannot find note of warranty, we suggest you should get in touch with the customer service run by the manufacturer or with the place of purchase and ask for note of warranty replacement. These conditions can differ at certain services and traders.

Where can I leave my phone for repair?

• At the place of purchase with note of warranty and at certain places with the proof of purchase (sales slip only if the appliance can be identified, ie. special identification can also be seen.)
• At one of the customer services or service points run by manufacturers or by a service
• At our service’s customer service in person

How can I leave my phone for repair if I am not able to get to any of the pick up points?

If you cannot take the phone personally to any of the pick up points, please try to send and transmit the phone with an aquaintance, a familiy member or a friend. We cannot take phones sent either by mail or courier mail.

My phone is no longer covered by warranty, how can I possibly get it repaired, where can I leave it:

• At one of the customer services or service points run by manufacturers or by a service
• At our service’s customer service in person

What are the expences of examining and price quotation?

The phone needs to be examined in order to be possible to be repaired as well as it also needs to be defined which certain components have to be replaced so that after repairing method the phone would show the same functioning features as it did before being broken.

Once the phone has been examined, we make price quotation on tasks that are needed to be completed or on replacing a possible faulty component. It has got an expence which needs to be paid prior to checking. In case of an accepted price quotation, cost of making is deducted by checking cost.

Checking cost can be different at various pick up points therefore we suggest that you should enquire about its amount at the place where you leave your phone.

Can I send my phone either by mail or courier mail right to the service?

We cannot take packages sent either by mail or courier mail therefore the deliverer takes them back without taking over packages.

Will I receive a temporary replacement while my phone is under repair?

Our service has not got any replacements therefore we cannot supply you an exchange. GSM services and official manufactural pick up points can give you one, however, it is not guaranteed at all. We suggest that you should enquire about this at the given place.

Will my datas saved on the phone be kept or can they be lost while the phone is under repair?

Datas saved on the phone could be lost during service process therefore we cannot take responsibility for the loss of any data. We do not save datas at all.

Depending on the type of fault, occassionally it is possible to save datas from phones to computers. If this refers to your phone as well, we highly suggest you did so with the help of manufactural data cable or IrDa, maybe with Bluetooth (this certainly depends on the type of your phone) and software. This way all your saved datas can be downloaded to your repaired phone.

Questions and answers about repairing

Display unit of the phone is broken however its cover does not show any damage. Can the phone be repaired in warranty in this case?

LCD can be broken or cracked even if there cannot be seen damage on cover, due to for example strong pressure – in back-pocket - or twist which is resisted by the plastic cover but not by the stiff, glass LCD so it cracks and gets broken.

Why was warranty taken for „getting wet” as my phone was not affected by water?

The phone is said to be wet in several cases not only when it falls into water or into any other liquid. „Getting wet” can happen also when we use the phone in rain or at hazy places, for instance we take it to the bathroom, our kid puts it into his mouth or simply a few drops of liquid falls on its surface. Therefore we kindly ask you to use your phone carefully since in these cases, due to manufactural regulations, we cannot repair the phone in warranty.

Why was warranty taken for mechanical damage if nothing can be seen on the phone?

External state of the phone does not mean that there is no irreversible damage, break, crack among internal components. The external part of the phone can resist more strain than the components on the main panel. Therefore we kindly ask you to use your phone carefully since in these cases, due to manufactural regulations, we cannot repair the phone in warranty.

Why is „not proper usage of phone” written in the record?

Due to manufactural commitment if the phone is used according to the attached User’s Guide this kind of damage cannot happen to be. This is the reason of mentioning „not proper usage of phone” in the record.

My phone has got valid warranty, can I ask for the replacement of its cover in warranty?

If deterioration is due to usage, replacement of cover is not in warranty therefore we can replace the device merely under paying conditions.

Is it possible for me to wait for repair if I wish to install the latest software on my phone?

Considering our procedures there is no chance for immidiate repair, however, we try to finish our work as soon as possible.

When your phone is taken, our collegaues at customer service inform you about the expected deadline when your phone can possibly get repaired. This, however, can get longer if a component which is not in store at that certain time is essential for repairing. In these cases repairing duration depends on manufactural component delivery.

We will send you an SMS when your phone is repaired and can be picked up at our customer service.

Repair in warranyt is refused, what can I do?

Our service takes the received phones under a preliminary state control then under a full checking process when we focus on fault either unexperienced or marked by the client. If we find traces or signs which exclude any work in warranty, manufacturer can refuse repair for free of charge. About this our service makes full record and pictoral documentation and further on the phone can be handled merely under paying conditions.

In these cases Telemax GSM Ltd. is not allowed to repair the phone in warranty, unfortunately the phone has to be given back to the owner without repairing.

If you do not agree with our record, we suggest that you should go to the custom service of your phone’s manufacturer. They will inform you about what can be done in such cases.

Repair in warranyt is refused but I did not get price quotation of a possible repair under paying conditions. Why?

Manufacturers tell services which cases cannot be taken in warranty. The fact which can exclude repair in warranty is appointed at the time of checking, even before repairing starts. This fact is registered and documentation is made for our clients as well. Once this fact is appointed, no more checking, or repair happens/can happen so the phone has to be sent back. Therefore we can give you price quotation only if the phone is again sent to our service center and it is fully checked.

I had my warranty withdrawn and my phone is in even worse condition than it was before I sent it in for repair. Why?

Service, in order to define the exact fault after it has been experienced, needs to take the phone to pieces to locate default. In these cases differences in state due to damage can cause even worse fault, occassionally disfunctioning in the phone. Possible contact errors inside the phone, short cut due to technology, and concomitants of all these cannot be repaired, or cannot possibly be put back into such a worse condition as they were before.

We certainly try to maintain the arrival state of the phone, however, damage caused by liquid can get worse hour by hour, mechanical damage can also become worse when we take the phone into pieces for which our service cannot take responsibility or for any possible further damage of the phone.

My phone has already broken down several times, I would like to replace it. How is it possible?

Our service deals solely with repairing therefore it is not our place to serve clients’ claims to replacing phones.

In case of a claim like that, we suggest that you should go to the custom service of your phone’s manufacturer or to the place of purchase. They will inform you what can be done in such cases. If a phone with replacing claim arrives at our service, we repair its fault and send it back to where it was left for repair.

I received my phone or accessories back incompletely. What can I do?

When you leave or pick up your phone at our service, we kindly ask you to read referring parts of release mentioning in what state you left your phone and with what kind of accessories at our service carefully. In case of experiencing differences in the statements of your release either at the time of leaving or picking up your phone, you need to inform us forthwith and the case will be investigated immediately.

Can I buy any accessories to my phone at your service?

Our service does not deal with commercial affairs, we do not sell phone components or accessories. If you wish to buy any of these for your phone, please ask for more information at the manufacturer’s tradeshop, or shops specialised in selling manufactured goods and accessories for phones.

Please, use your phone solely with manufactured accessories. Manufacturer cannot take responsibility for any fault or damage due to usage of not manufactured goods/components /accessories

How much does repairing cost if my phone is damaged or something is default?

Unfortunately we can give you price quotation merely if your phone has been examined therefore we cannot help you either on the phone or by emailing or in person.

How long does it take to repair the phone or to make price quotation?

Our service tries to finish repairing as soon as possible, this mainly depends on the number of devices in our service and the number of available components on hand.

How will I get to know if my phone is repaired?

If you left your phone at our customer service, we will inform you in SMS about the time when you can pick up your phone. If your phone arrives from any other places, you can get information at the place where you left the phone.

After how many repairs can I get a new device?

Our service has got material only for repairing, also according to our contract with manufacturers we are allowed to do merely repairing work. We have not got appliances therefore we cannot replace phones and are not allowed to give permission for that on our own either. At the time of purchase a customer, according to valid regulations in Hungary, enters into a consumer’s contract with the tradesman who sells the product.

If everything has been checked, why can again my phone have an error? It is the same fault but it has already been repaired. Why?

Certain errors can be results of failure of more components. The same default cannot necessarily be caused by the component which has already been replaced. Temporary problems are not easy to handle or repair. In these cases specific testing lasting more days needs to be done so that we can locate experienced errors precisely. Some present day devices are rather complicated, in which cases certain incidents do not mean failure, or are not qualified as failure as well as these incidents can also be special technical features of the phone itself.

Errors of the phone can be caused by component failure, damage of software operating the phone, damaged running or operation of certain installed applications, network of GSM service, or temporary communication failure between network and appliance as well as any other factors.

What kind of components are built in?

During repairing procedure merely new and original components ordered from manufacturer are/can be built in the appliance. It does not lie in our power to build in used components, either components brought by clients.