Q : What is UCare? A : UCare is an integrated service and support plan provided by ZipOne Sdn Bhd and underwritten by Multi-Purpose
Insurance. UCare Extended Warranty automatically extends the original manufacturer's warranty to the 2nd year
from the date of purchase of your new Eee PC.
Q : Can I subscribe to UCare if I am a foreigner? A : Yes, you can register as UCare member and enjoy the same protection benefits for your registered Eee PC but
warranty can only be claimed in Malaysia.
Q : Is UCare transferable? A : Yes, if you choose to sell or give away your registered Eee PC, you can also transfer the ownership of UCare to
the new owner of your registered Eee PC if the warranty is still within the coverage period. Kindly update the
information with our UCare Service Centre via Toll-Free or e-mail.
Q : What does UCare Extended Warranty cover? A : UCare Extended Warranty covers the repair and replacement of original parts and components in the event your
registered Eee PC fails to operate as a result of Mechanical or Electrical breakdown and to the extent provided
by the original manufacturer’s warranty. The Product breakdown or damage must not be the result of negligence,
carelessness or intentional. For more details, kindly refers to UCare Terms and Conditions.
Q : When does my coverage begin and expire? A : UCare Extended Warranty begins on the 2nd year and expires at the end of the 2nd year from the date of purchase
of your Eee PC.
Q : Can I extend my UCare coverage period? A : No, UCare membership cannot be extended or renewed. Once the registered Eee PC reaches the end of 2 years
from the purchase date, the UCare coverage will automatically expires.
Q : Do I need to activate my UCare Membership? A : Yes, you MUST register your UCare membership within 30 days from the purchase date of your new Eee PC to
activate the UCare coverage.
Q : How do I activate my UCare Membership? A : You can activate your UCare Membership via online or fax. For more information, kindly refer to the Activation
Procedure section.
Q : What is my UCare Membership Number? A : Your UCare Membership Number is a unique number assigned to your UCare Membership. It will help us identify
your membership details and information of your registered Eee PC. It is also important that you state your
Membership Number on the UCare Application Form during the Activation process.
Q : Where can I find my UCare Membership Number? A : Your UCare Membership Number is stated on the front of your UCare Membership Card that comes along with
your UCareKit, which you will receive from your dealer upon purchase of your new Eee PC.
Q : I tried to activate my membership via online, but it didn't work. What happened? A : This shouldn't happen, but if it does, please contact our customer service via Toll-Free or e-mail.
Q : How do I know whether my membership activation is successful? A : You will receive a confirmation e-mail within 3 working days upon submission of your activation via online or fax.
You are advised to save or print a copy for your own record. In the event that you do not receive the confirmation
e-mail, kindly contact our customer service via Toll-Free or e-mail.
Q : Is my UCare coverage in effect if I didn’t or forgot to activate my membership? A : No, your UCare membership and coverage will not be valid without a successful Activation. Therefore, it is very
important that you activate your membership within 30 days of the purchase of your Product.
Q : What happens if my UCare Membership Card is lost? A : You must replace your UCare Membership Card by presenting your activation confirmation e-mail and an
administration fee of RM 10.00.
Q : Should I inform UCare if I change my contact information? A : Yes, kindly inform our customer service via Toll-Free or e-mail if you have changed your Mobile Phone Number
and/or e-mail. This is useful for information update between Members & UCare.
Q : How and where do I file a warranty claim? A : You will need to contact the UCare Service Centre or your nearest UCare Collection Centre. For more information,
kindly refer to the “Warranty Claim Procedure” section.
Q : What are the documents that I need to provide to UCare when filing a warranty claim? A : You will need to provide your UCare Membership Card, a Copy of your Identity Card or passport, and Claim
Form.
Q : Will there be any Excess or additional charges when I claim for warranty service? A : No, there are no charges or fees required when you make any warranty claims covered by UCare at UCare
Service Centreor UCareCollection Centre. However, if your warranty claim is not covered by UCare or has
exceeded the total value of your insured Product, you will be notified of the costs incurred for the repair and/or
replacement and we will seek your approval before commencing the repair and/or replacement.
Q : Can I send the damaged Product to my own repair centre to have the repair done and claim the fees from
UCare? A : No, please do not make your own repair or replacement and we do not provide cash settlement. You must submit
your registered Eee PC to UCare for repair or replacement.
Q : What kinds of parts or components does UCare use for repair? A : UCare uses original manufacturer's parts for repair service. The original manufacturer's parts may include new,
used or refurbished parts. All repairs are performed by UCare Authorized Technicians.
Q : How can I track my claim? A : You may contact our customer service via Toll-Free or e-mail to check your claim status.
Q : How long does the warranty claim process take? A : UCare is committed to process all warranty claims within 30 days once all relevant documents are submitted to
the UCareService Centre. It is therefore important for you to ensure that all documents are furnished to us
promptly in order for us to expedite your warranty service.
Q : Do I need to surrender my standard accessories that come together with the initial purchase of my insured
Product? A : For standard warranty service, you do not need to bring your battery, power supply adapter and cables. However,
for replacement claims, you will need to surrender all the standard accessories including battery, power supply
adapter and cables that come with your initial Eee PC purchase.
Q : Am I allowed to make more than one warranty claim? A : Yes, you can make more than one warranty claim throughout the coverage period as long as the total repair or
replacement costs incurred at UCare is within the total value of your insured Product.
Q : Can I upgrade my registered Eee PC during the period of coverage and still be covered under UCare? A : Yes, but UCare will only cover the original manufacturer’s specifications at the time of purchase. Any upgraded
components will not be covered.
Q : Does UCare provide coverage to the software and data installed in my insured Product? A : No.
Q : Can I purchase UCare for other computers? A : Yes, you can purchase UCare at anytime within 30 days of the purchase date of your new IT Product (computer
or projector). For more information, you may log on to www.ucare.com.my or contact UCare Service Centre.
Q : How can I contact UCare Service Centre? A : You may contact us via Toll-Free at 1-300-80-CARE (2273) or e-mail us at
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