FAQ — Home Zerolution

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• What is the offer about?

  We are offering multiple Connected Home Devices on Zerolution with Maxis Fibre and Maxis Home 4G WiFi with installments from as low as RM1 per month, depending on your Maxis Home Internet plan.
  
  Home Internet plan refers to current Maxis Fibre plans and Maxis Home 4G WiFi plan.
  

• Who is eligible for the Home Zerolution offer?

  All existing and new Maxis Fibre and Maxis Home 4G WiFi customers are eligible for this offer (Fibre must be installed before the sign up of Home Zerolution contract). Customers on Maxis Unlimited Postpaid & Fibre and Maxis Unlimited Postpaid & Home 4G WiFi plan are eligible for a wider range of devices. Click HERE to view more details (https://www.maxis.com.my/en/devices/zerolution/)
  

• How many devices may I subscribe for?

  Each customer is allowed to have ONE (1) Home Device only (per IC), subject to an eligibility check.

• Do I need to pay for Device Advance Payment?

  Device advance payment may be applicable subject to the eligibility check at the point of payment.

• How and when will the Device Advance Payment be refunded to me?

  The Device Advance Payment collected will be refunded to you in your next bill.

• What is the contract period?

  There is a 24-month and 36-month contract period (depending on your installment plan) starting from the subscription date, not the delivery date. The device remaining balance will be charged if any of the following occurs during the contract period:

  • Termination before contract ends
  • Transfer ownership
  • Relocation to non-serviceable areas
  • Downgrade from original Fibre or Home 4G WiFi entry plan
  • Cease to be a Maxis Unlimited Postpaid & Fibre or Maxis Unlimited Postpaid & Home 4G WiFi subscriber.

• Can I upgrade or downgrade the fiber plan once TV Contract assigned?

  You can upgrade your fibre plan during the contract period. However, if you wish to downgrade your fibre plan, the device remaining balance will be triggered.

• Who to call for repair and maintenance or warranty updates?

  Brand	Product	Warranty Period	Contact Number
  Acer	Acer Laptop	Carry in Warranty	Contact Options: Hotline 1800-88-1918 Monday to Friday 9:00am-6:00pm Whatsapp Repair Status : +60162173238  Send an email to support@highpoint.com.my
  Dyson	Dyson Vacuums, Air Purifier, Haircare	Carry in Warranty	Contact Options: Hotline 1800-18-8898 Monday to Friday 9:00am-5:00pm Saturday: 10:00am-5:00pm Sunday: 10:00am-4:00pm Send an email to dysoncs@dancomc.com.my
  Huawei	Huawei Matebook	Carry in Warranty	Contact Options: Hotline 1800-22-0086 Monday to Sunday 9:00am-9:00pm Send an email to support.my@huawei.com Refer to the link below for the closest service centre to your location: https://consumer.huawei.com/my/support/service-center/
  Huawei	Huawei TV	On-site Warranty	Contact Options: Hotline 1800-22-0086 Monday to Sunday 9:00am-9:00pm Send an email to support.my@huawei.com   Refer to the link below for the closest service centre to your location: https://consumer.huawei.com/my/support/service-center/
  LG	LG TV	On-site Warranty (TV installation premise)	Contact Options:   Toll Free: 1300-822-822 Monday to Friday: 9am to 6pm Saturday: 9am to 1pm Sunday & Public Holiday: Closed
  Samsung	Samsung TV	On-site Warranty (TV installation premise)	Contact Options: Hotline 1 800 88 9999 Monday to Sunday 24 Hours
  Sharp	Sharp TV	On-site Warranty	Refer to the PDF below for instructions on warranty:  (https://www.maxis.com.my/content/dam/mxs/documents/pdf/maxis-zerolution-warranty-registration.pdf) Contact Options: Email : sharpcs.support@my.sharp-world.com Tel : 03-8026 6228 Hours: 9am - 6pm No working on public holidays and weekend
  Sony	PlayStation 5	Carry in Warranty	Contact Options: Hotline 1300 88 1233 Mon-Fri 9am - 6pm (except Public Holidays) For repair service, please visit our Service Center with original purchase invoice, product packaging and defective item(s). http://www.sony.com.my/section/servicecentres
  Sony	Sony TV	On-site Warranty (TV installation premise)	Contact Options: Hotline 1300 88 1233 Mon-Fri 9am - 6pm (except Public Holidays)
  Apple	iPad, iPad Air & iPad Mini	Carry in Warranty	Contact Options: Hotline 1800 803 638 Mon-Fri 9am - 6pm   Refer to the link below for the closest service provider to your location: https://www.apple.com/my/support/products/

  For non-Apple devices, should you have any difficulties while contacting the manufacturers on delivery status, repair and maintenance & warranty updates, you can reach out to a dedicated Customer Service hotline at 012-969 6305 by our appointed partner MTT Solutions Sdn Bhd.

  Home Device warranty is independent of Maxis Fibre and Maxis Home 4G WiFi contracts or subscriptions.
  

• How does the Device Returning work?

  The minimum commitment period of the Zerolution subscription is either:

  1. twenty-three (23) months + ONE (1) month extended period​​. Extended period (24-month) subjects to Device Returning Policy
  2. thirty-five (35) months + ONE (1) month extended period​​. Extended period (36-month) subjects to Device Returning Policy
      

  • Customer can choose to return the Home Device within the extended period.
  • If the Home Device is returned to us in good working​ condition, the Zerolution subscription will be terminated and the non-return fee (1-month extended period​​) will be waived.
  • You may own the device if you stay on Zerolution subscription for the 24 or 36 months (depending on the installment plan you have signed up)

  Note: Home Device return after the extended period will not be accepted.

• I have signed up Home Zerolution contract, when will I receive my Home Device?

  Please do expect a call, SMS or WhatsApp message from our delivery partners within 10 days from sign up.

• What if I am not at home when the Home Device arrives?

  You will need to be present for identity validation purpose.

• Can I request for specific delivery timing?

  1.  Our delivery partner will contact you to confirm delivery date and time. Priority delivery is available with an additional fee of RM50 for deliveries scheduled before 10am (Monday to Saturday).

• What if I decide to change my delivery from weekday to weekend?

  Our delivery partner will contact you to confirm delivery date and time. Changes of delivery date is not allowed after confirmation. 

• Can I change my delivery address after my purchase?

  The Home Device will be delivered to your Fibre installation address only, and your preferred delivery address for Home 4G WiFi only. 

• What do I need to take note of upon delivery?

  Please note this is in-home delivery, the appointed driver will do the following:

  • deliver and carry the Home Device into your premise.
  • assist to unbox the Home Device, please verify that the unit delivered to you is in good condition, without physical damage.
  • assist with the basic setup, includes turning on Home Device to check the power & screen.
  • request you to sign the delivery order after validated the Home Device is in good working condition.

  Please DO NOT sign the delivery order or accept the Home Device, should you notice any physical damage or it is not functioning i.e. can't turn it on etc.

• What is the delivery and installation charges for TV?

  Delivery is free of charge for all Home Devices. However, if you would like to choose for any installation service including install TV to a wall bracket, installation charges may applicable. 
  Installation charges depending on your installation option. Please confirm your installation options prior to delivery..

  • Delivery only (without installation)
    • It’s free of charge.
  • Install TV stand
    • It’s free of charge. We will cover the delivery + install the TV stand.
  • Existing wall bracket
    • Installation fee of RM75 If you would like to install the Samsung TV to your existing wall bracket which can be used and fits the new TV.
  • New wall bracket
    • Drilling is required to install the new bracket. The installation fee covers manpower and new wall bracket.
    • Installation fee is RM150 (for 50” TV) or RM200 (for 65” TV)

• I already have a TV bracket do I still need to pay for installation?

  Installation charges depending on your installation option. Please confirm your installation options prior to delivery..

• What do I need to know about payment method?

  If you selected an installation option with charges, you are required to make payment to the below account for installation service.

  Company: MTT Solutions Sdn Bhd
  Bank: Am Bank Berhad
  Bank account number: 888-1030-468519