Frequently Asked Questions
Questions About Your Program
Who is Brightstar?
A subsidiary of SoftBank Group Corp., Brightstar is the world’s leading mobile services company for managing devices and accessories across the wireless ecosystem. Brightstar’s device protection solution, Brightstar Halo, provides phone and device protection programs for millions of subscribers around the globe. Learn more about Brightstar device protection.
What is Bright Care?
Bright Care is a device protection program which provides protection against accidental damages that aren’t protected by the standard manufacturer’s warranty (e.g. physical damage). The objective is to provide you peace of mind and keep you connected with your loved ones, friends and business associates with very minimum downtime. There are two (2) different plans – Bright Care Plus that protects your device from accidental damage and provides an extended warranty, and Bright Care Screen which protects your device from screen damage. Refer to the Program Overview section for details.
When can I enroll in Bright Care?
Our enrollment process is quick and painless. Simply sign up when you buy your new device and your protection will start immediately.
Who can enroll in Bright Care?
The program is open to all Malaysian citizens with a valid Visa or Mastercard debit or credit card issued in Malaysia. You must enroll during the time of device purchase.
How much does it cost?
View your costs here. Please note that a processing fee is also required when your service request is approved.
Will I be charged tax on this program?
As of June 1, 2018, you will not be charged tax on this program.
When do I file a service request?
If you are enrolled in Bright Care Plus, file a service request if your device is damaged or your device experiences an electrical or mechanical malfunction following the expiration of the original equipment/phone manufacturer's warranty.
If you are enrolled in Bright Care Screen, file a service request if your screen is broken or cracked.
You must file a service request within seven (7) days of the failure. You then have seven (7) days from the date of the reported failure to provide all necessary information and pay your processing fee.
A manufacturer’s warranty (in-warranty) is provided by your phone manufacturer and is generally valid for 12 months from the date of purchase. Electrical or mechanical malfunctions in these first 12 months that are no cause of your own are generally protected by your manufacturer’s warranty. Details can be found in your original packaging.
How do I file a service request?
Our service request process is fast, easy, and secure. Simply gather your personal information, incident details, and visit our service request page.
If I receive a repaired or replacement phone as a result of an approved service request, am I protected for the new phone or device?
Yes, your protection continues up to the date you reach your service request limit. See our Program Overview section for service request limits by plan.
What does my program protect?
Bright Care Plus provides protection for accidental damage, including accidental liquid damage, and malfunction (after the manufacturer’s warranty). Bright Care Screen provides protection for accidental screen breaks and cracks.
How many service requests am I allowed?
To determine your service request limits, refer to your plan in our Program Overview section.
Will I get the same phone for an approved service request if I choose courier swap?
Service requests may be fulfilled with new or reconditioned equipment. Reconditioned equipment may have minor cosmetic flaws. If the exact model is not available, the replacement will be of like kind and quality.
Am I required to pay a processing fee before I get my phone replaced or repaired?
Yes. You are required to pay a processing fee for each approved service request. For your exact processing fee, go to My Plan and log in.
Are there other fees I should know about?
Yes. Additional fees include Non-Returned Equipment Courier Fee, Non-Returned Equipment Fee, and Locked Device Fee.
Non-Returned Equipment Courier Fee
Protected devices approved for replacement become the property of Brightstar and must be returned to us. You will be instructed to provide your protected device to the courier at the time you receive your replacement. If we do not receive your protected device at the first attempt to deliver your replacement, and we make a subsequent attempt to deliver your replacement and collect the protected device, you will be charged an additional courier fee of RM50.00 for each additional courier delivery attempt.
Non-Returned Equipment Fee
If we do not receive your original protected device after we have fulfilled your service request, you may be charged a non-returned equipment fee. Refer to the Bright Care Terms & Conditions for the specific fees by category and RRP of the device.
Locked Device Fee
At the time you file a service request, you will be instructed to disable any locking feature on your protected device, such as "Find My iPhone" or a similar locking feature. If you fail to disable the locking feature, we may decline to approve your service request or we may charge you a locked device fee. Refer to the Bright Care Terms & Conditions for the specific fees by category and RRP of the device.
How will I be billed?
For monthly fee plans, you will pay your applicable monthly service fee on the first of each month. When you enroll in Bright Care, this fee will be prorated for the current month based on the date of enrollment.
For pay up front plans, you will pay a one-time service fee at the time of enrollment.
How do I cancel protection?
If you chose a pay up front plan and paid a one-time service fee, it is not cancellable or refundable. If you chose a monthly fee plan, you may cancel at any time by calling Customer Care at 603 7940 2880. The cancellation will be effective at the end of the month in which you cancelled.
What should I do with my damaged device?
If you are on the Bright Care Plus plan and you choose to replace your device via the courier swap option, you will give your damaged device to the courier. If you choose the repair option, you will mail your damaged device to our centralized repair partner. You will be provided with instructions on how and where to ship your device when you file your service request.
If you are on the Bright Care Screen plan, you will bring your damaged device to a local repair center near you. You can find a list of these repair locations here.
Questions About This Website
What can I do online?
Lots! You can check your service fee and processing fee, review your plan documents, start a service request, and track it from start to finish. Simply go to My Plan and log in.
How do I change my personal information?
Log on to My Plan and select Update Profile.
How do I find my phone’s make and model?
Your phone information is available under the Plan Devices section of the My Plan.
How do I update my credit card information?
Call Brightstar Customer Care at 603 7940 2880.
Can I see my billing history?
Yes. Log in to My Plan and look under My Billing.
Still didn’t find what you were looking for?
Our customer care representatives are here to assist. Call Brightstar Customer Care at 603 7940 2880 Monday through Friday 9:00am to 6:30pm.