Ordering hardware from plan.com is quick and easy via the plan.com portal.
To ensure that everything progresses smoothly with your order, please read this document in full. If you have any questions or are unsure about anything, please contact one of our Support team by emailing hardware@plan.com before placing your order.
Key points to noteOur Support teams are on hand to deal with any returns and will work hard to minimise the inconvenience to you and your customers in the unlikely event of something going wrong with your order.
In the event that you need to contact us, please email hardware@plan.com.
Hardware can be returned if:
A return must be requested prior to the handset being returned. In the case damaged-in-transit handsets, partners are responsible for undertaking a fault diagnosis as part of this process – see Appendix 2 for details.
DAMAGED IN TRANSIT
PLAN.COM OR SUPPLIER ORDER/SUPPLY ERROR
PARTNER OR CUSTOMER MISTAKE
Handsets that were incorrectly ordered by the customer or partner may be returned within 10 days of delivery provided that they are unopened. Please contact the Hardware team for the correct returns address. Note that there may be a restocking charge which you will be advised about when the return is arranged.
Handsets that were incorrectly ordered by the customer or partner are not eligible for return if they have been opened or the packaging has been tampered with in any way.
NON-DELIVERY
In the unlikely event that an order doesn’t show up, here are the steps you need to follow:
* The processes in this policy apply to any handsets and tablets purchased through the plan.com portal, it does not apply to MBB devices such as MiFi and Dongles, nor does it apply to Boostboxes.
*Faulty BlackBerry devices over 30 days since purchase and all other non-handset/tablet devices.
Please note that:
* The processes in this policy apply to any Hosted and/or Broadband devices purchased through the plan.com portal, including plan.com Hosted Phones, Yealink DECT and Conference Phones, and any Broadband Routers.
Plan.com offers an Advanced Replacement Service for faulty devices reported within the first 12 months after they have been supplied. The 12 months commences on the date of delivery.
When a fault is reported, the customer is offered an advance replacement device and the customer will be invoiced for that replacement.
If the returned unit is found faulty, credit is then issued to net off the replacement charge.
If the returned unit is found to be non-faulty it is sent back to the customer, and no credit would be issued.
If we don’t get the replacement back, the invoice stands.
There is also an option of returning the handset and waiting on testing before a replacement unit is dispatched.
To report any possible faults/issues – in all instances, please email hosted@plan.com.
Handset UnlockingSome devices in use with Customers may have been purchased as O2 Locked, and as such cannot be used on other networks.
We do have the ability to unlock these devices for them.
Unlocking criteria
Prior to unlocking hardware, we must ensure the customer meets the necessary conditions for us to proceed.
Actions and timescales
For most devices, the unlocking process will take up to 10 business days and is completed by the user entering the provided code into the handset directly.
With Apple devices, the unlocking process will take up to 3 business days and is completed by the user connecting the handset to iTunes.
Following this process, a notification will be sent by Plan.com to inform you that the unlocking has been completed.
CREDIT GUIDELINES
Our credit guidelines for returned devices, which apply to all returns, are as follows:
Missing Parts | Credit will be reduced by the cost of missing parts | Please ensure all parts are returned with the device |
---|---|---|
SIM-Free Equipment not originally purchased from plan.com | No credit will be applied | |
Customer damaged or PIN/ Account locked | The device will be returned to you and the replacement cost + supplier admin fee charged will be charged | Please ensure the handset is checked for damage and any security PINs and Accounts removed Any damage at all will invalidate the warranty claim |
No fault found | The device will be returned to you and the replacement cost + supplier admin fee charged will be charged | Please complete the fault diagnosis steps in Appendix 2 to ensure that the device you are returning is faulty |
FAULT DIAGNOSIS
You must complete these checks prior to requesting a return or swap out:
SWAP OUT MOBILE
The following faults are covered by the plan.com swap-out scheme (when not a network issue and the device has no signs of damage):
The following faults are not covered:
Guidance for timeframe:
SWAP OUT HOSTED / BROADBAND
The following faults are covered by the Advanced Replacement plan:
All manufacturing defects and faults are covered by the Advanced Replacement plan, however, any failures or issue caused by damage or misuse are NOT covered.
Should you have any queries on this, please contact hosted@plan.com in the first instance.
This is the latest Hardware Policy dated 4th May 2021. We’re updated the following elements:
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