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Frequently Asked Questions
Q1: Is activation required?
A1: No. Activation is not required. If your newly purchased Acer Laptop/Notebook comes with TECHSECURE Laptop PROTECT, you should receive the bundle pack which includes 1) TECHSECURE booklet, 2) TECHSECURE membership card, and 3) TECHSECURE Laptop sticker.
Q2: How can I verify if my Acer Laptop/Notebook is protected by TECHSECURE?
A2: You can contact TECHSECURE to confirm the model and serial number.
Q3: Who should I call if I want to make a claim?
A3: You must call TECHSECURE Hotline at 03-5633 6881. TECHSECURE will guide you on the claim process. TECHSECURE business hours are Mondays to Fridays, 9.00am to 5.30pm (excluding State and Public Holiday).
Q4: Where can I get a copy of the claim form?
A4: Contact TECHSECURE Hotline at 03-5633 6881 for a fax copy. The fastest way is to download it from TECHSECURE website at www.techsecure.com.my.
Q5: How fast can you approve my claim?
A5: The service level for claim approval is 24 hours. The 24 hours approval will commence upon TECHSECURE receiving the complete documentation and information required in assessing the claim.
Q6: How soon can I receive my replacement Acer Laptop/Notebook?
A6: TECHSECURE service level promises immediate replacement subject to stock availability.
Q7: How soon can I receive my repaired Acer Laptop/Notebook?
A7: TECHSECURE service level provides 10 days repair guarantees excluding events beyond the control of TECHSECURE. However, it is also subject to parts availability.
Q8: Do I have to surrender all the standard accessories that come together with the initial purchase of the Acer Laptop/Notebook after the Theft/Robbery claim is approved?
A8: You have to surrender all the standard accessories including battery, power supply adapter, cables , carrying case, warranty card and others that come together with the initial purchase unless it is lost at the same time because TECHSECURE will replace a standard package of the Acer Laptop/Notebook.
Q9: Can I claim for the theft or accidental damage to the standard accessories only?
A9: CYou can claim for the theft or accidental damage to the standard accessories provided that the Acer Laptop/Notebook is damaged or stolen at the same time.
Q10: Does the TECHSECURE covers my third party hardware or accessories?
A10: TECHSECURE do not cover third party hardware or accessories that do not come or form part of the standard package when you purchase the initial Acer Laptop/Notebook.
Q11: Do I have to pay for the expenses incurred for the collect, repair and return expenses for accidental damage claim?
A11: TECHSECURE will bear all the expenses incurred for the collect, repair and return expenses for accidental damage claim. TECHSECURE will make arrangement with you on the collection and return of the Acer Laptop/Notebook.
Q12: Can I upgrade the to be replaced Acer Laptop/Notebook?
A12: TECHSECURE protection programme will replace a similar Acer model or the nearest Acer model when the initial purchased Acer Laptop/Notebook model is obsolete. The option to upgrade is strictly prohibited.
Q13: What should I do if my Acer Laptop/Notebook was snatched/robbed when travelling overseas?
A13: You are advised to make a police report at the nearest local police station in the country you are travelling.
Q14: What happens if the theft Acer Laptop/Notebook is detected/discovered/recovered by TECHSECURE?
A14: Since TECHSECURE have replaced a new Acer Laptop/Notebook for you, the recovered Acer Laptop/Notebook shall become the property of TECHSECURE. The detection/discovery/recovery will be reported to the relevant authority for their necessary action.
Q15: How can you detect and/or recover the theft Acer Laptop/Notebook?
A15: TECHSECURE will take the necessary action to protect its right once the theft Acer notebook/laptop SERIAL NUMBER resurfaced and become known to TECHSECURE. TECHSECURE will ensure that the Acer Laptop/Notebook is temporarily/permanently disabled when the technology is made available.
Q16: Is there any charges that I have to pay prior to getting my Acer Laptop/Notebook replacement or commencement of the repair?
A16: You have to pay an Excess of 10% for every successful claim. TECHSECURE will provide further instruction on making the payment.
Q17: What is an Excess?
A17: Excess is the portion of an eligible claim, arising from damage to or loss of the Customer's Acer Laptop/Notebook, which is not covered by TECHSECURE protection programme. This amount of Excess must be paid by the Customer, before the TECHSECURE protection programme can be benefited. The Excess amount is 10% of the initial Purchase Value at the inception of the TECHSECURE protection programme.
Q18: What happens if I could not furnish any proof of purchase?
A18: Proof of ownership is critical in making a claim. Please keep it in a secure and safe place. To protect your interest, you are advised to lodge your copy of receipts with TECHSECURE as soon as you can with a clear print of the SERIAL NUMBER. You may fax it to 03 - 5636 8114, or email it to activate@ajcomposite.com.
Q19: Where can I get more information on TECHSECURE?
A19: Please visit our website at www.techsecure.com.my, which is rich in contents, instructions and downloads.
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