At plan.com, we understand that sometimes things can go awry when dealing with technology, particularly smartphones. In an effort to further enhance customer service, we’ve compiled this article, particularly for incidents concerning: upgrading, faulty products, missed deliveries, and other technical issues.
What to Do if Your Phone is Lost/Stolen or Damaged
Remember to notify plan.com immediately if your phone is lost or stolen. We can put a service bar in place to prevent unauthorized use. Follow these steps:
- Login to your my.plan account.
- Open the Controls dropdown from the top navigation menu.
- Follow the path Device Setup > Lost or Stolen.
- From the left-side menu, select the user whose phone was lost or stolen.
- Flip the Lost or Stolen switch to activate an immediate service bar.
When Can I Upgrade My Phone?
You can get a new phone contract based on the terms agreed upon when the current one was signed. If you wish to update your contract or phone before the agreed time, additional costs may apply. The terms of your phone upgrade are handled by your Account Manager, our partner, not plan.com.
What If I Dislike My New Phone or It's Not What I Ordered?
At plan.com, we aim to provide full satisfaction with every purchase. If you're unhappy with your new phone, or if the delivered device isn't what you ordered, get in touch with your Account Manager as soon as possible for assistance.
My Delivered Phone is Faulty. What Can I Do?
Firstly, we apologise for any inconvenience caused. If you notice any faults upon receiving your new phone, contact your Account Manager immediately so they can work with you to resolve the issue. This also applies to phones that won't switch on.
What Happens if I Missed Delivery of My New Phone?
If you miss delivery, the courier will typically leave a missed-delivery card with instructions on how to arrange a re-delivery or where you can pick it up. If you're unsure or have any issues, please contact your Account Manager, your contact working for the organisation which brokered your contract.
Promised Phone Case or Accessories Haven’t Been Delivered.
In case your promised phone case or accessories haven't arrived, please get in touch with your Account Manager for support.
My Hosted Voice Desk Phone Needs Replacement. How Do I Go About It?
In order to replace a Hosted Voice desk phone, please get in touch with your Account Manager. They will guide you through the return and replacement process.
My Phone Order Hasn't Arrived.
If your phone order hasn't arrived within the expected timeframe, contact your Account Manager. They'll be able to check delivery status and assist in tracking down your order.
Technical Troubleshooting on Devices
Issues such as screens freezing, loss of signal, or difficult access to certain functions on your phone should be reported to your Account Manager. They will provide assistance and ensure your phone is working optimally. If your phone screen is damaged for any reason, they may be able to provide guidance on repair options and processes.