Repair Options

Do I need a service or repair?

When your phone isn’t working as you expect, it’s definitely frustrating. However, not all issues need a service. Phone issues fall into three main categories, and it's worth trying out some troubleshooting first.

Software issues might express themselves as an app that behaves badly, a sluggish phone, a phone that won’t turn on or a phone that randomly shuts down. To help understand if it’s a software issue, try our troubleshooting guide or our Software Fix tool.

This includes buttons not working, broken charging jacks, or a battery that drains too quickly. Again, it's worth troubleshooting first to be sure it's really a hardware issue.

We list these separately because they are not covered within the standard one year warranty. Physical damage includes broken screens and broken housing. Liquid damage can cause major malfunction and the sensors inside the phone will let the technicians know if this happened.

What kind of service do you offer?

Walk in Service

Visit a nearby authorised service center, and they will repair your device.
Note:

1. 1. Call the service center before visiting.
2. 2. Take a copy of the phone invoice with you.
3. 3. Backup your data and remove your Google account.

Mail In Service

If you cannot find a walk in repair center near you, you can also send your device in to us. Our repair center will repair your device and send it back or send a like-new replacement device for you to keep.
To get started on a mail in repair, please call one of the centers below:

Malaysia
email: support@osrmy.com
Tel:016-6617625

Philippines
email: jeff_masadre@citylight.com.ph
Tel:09959127459

How much will it cost?

If your device is within the one year standard warranty period, most repairs will not cost anything. See above for exceptions. (Note: You can check your warranty status by visiting My Products and adding your device)

If you have a broken screen or other physical damage, this is not covered under our standard warranty, so you will have to pay for the repair separately.

In most cases liquid damage will cause a major malfunction. Again liquid damage is not covered under our standard warranty. Liquid damaged devices cannot be repaired.

If your device doesn’t qualify for the standard warranty (by age or condition) the cost will be determined by the repair center. You will receive a quotation by the repair center when your device is received.

How long will the repair take?

For walk in repairs, the repair center will let you know how long they estimate the repair will take. For mail in repairs, we will usually ship your repaired or replacement device within 7 business days after receiving and evaluating your original device. This could take longer if we have to order specific parts.

How do I submit a repair?

Find a walk in service center here

To get started on a mail in repair, please call one of the centers below:

Malaysia
email: support@osrmy.com
Tel:016-6617625

Philippines
email: jeff_masadre@citylight.com.ph
Tel:09959127459

Track your repair

We know its hard to be without your phone, but you can easily track your repair here. Enter your device IMEI, the Service Order number, your email address or your contact phone number to get started.

What can I do when I crack my screen?

Cracked or shattered screens are not covered under our standard warranty, so you will need to pay for the repair yourself. Our authorised repair centers can give you an estimated cost to replace the screen.