If you found manufacturing defects (not software) within 7 calendar days from unboxing, you may get an 1-to-1 exchange.

1. Email the vendor

   • Email: pdlpapple@asiapac.com.sg

   • Subject header: MOE PLD

   • Content: School, device model, serial number, brief description of problem, person to contact and contact number

2. If it is valid for a 1-to-1 exchange, you can bring the device to the Collection Centre and you will receive a new device.

   • Location: 219 Henderson Road, Henderson Industrial Part #05-01, Singapore 159556

   • Number: 6272 0088

   • Operating Hours: Mon - Fri, 1000 - 1700

   • Bring along the original packaging box for the exchange

If it is not valid for an 1-to-1 exchange, kindly refer to the "Device Repair Process or Insurance Claim Process".

3. After you receive the new device, kindly inform the school to enroll the new device to the school's DMA.

Lost Device Process

*Device must be within insurance/warranty period

1. The parent/student would need to make a police report.

2. The student needs to inform the school about the lost device. The school DMA administrator will lock the device remotely. The school can loan a temporary device from common pool to the student.

3. The parent is to contact Apple Helpdesk to provide police report and proof of purchase for insurance claim.

   • URL: https://getsupport.apple.com   

   • cc: pdlpapple@asiapac.com.sg

   • Operating Hours: refer Apple Support & Service Center

4. If the lost device is covered under circumstances listed in device's insurance coverage, Apple Helpdesk will advise parent on the next course of action.  Insurance exercised and ceased. The student is to inform school to enroll the new device into school's DMA.  If the lost device is not covered, parents can seek the school's assistance to purchase a replacement device.

*Device must be within insurance/warranty period.

This is for those whose device experience issues after more than 7 calendar days from unboxing.

1. Identify the nature of issue.

   • Hardware: continue with the rest of the procedure

   • Software: school ICT Team will escalate to the relevant level 2 support for resolution

If you are unsure about the nature of issue, kindly approach the school's ICT team or

2. • Contact Help Desk

     • Contact Help Desk

*Device must be within insurance/warranty period.

After Apple Service Centre receives the device and performs diagnostic test on the device

1. If it is covered by warranty, insurance continues.

Otherwise, if it is within insurance coverage, Apple Service Centre will advise if it is a repair or replacement.

• 1st repair: insurance exercised and continues.

• 2nd repair: insurance exercised and ceased.

• Replacement: Apple Service Centre will inform parent/student to submit necessary documents to Apple Helpdesk and cc pdlpapple@asiapac.com.sg. Insurance exercised and ceased. AsiaPac will deliver replacement device to user if opt for doorstep delivery with delivery charge.

    If not within insurance coverage, you will decide whether to pay the quoted repair fee.

• Yes: Insurance continues

• No: Parent can seek school's assistance to purchase a replacement device.

Student to inform school to enroll new device, if any, to school's DMA.

1. Inform ICT unit whenever there is a replacement/change of device.

   • Replacement of device covered under insurance by contractor

   • Replacement of device by parents for device not covered under insurance or insurance period has ended

   • Replacement of students’ own devices which were not procured from PDLP Device Bulk Tender

2. Installation of the DMA into the new device.

Students can seek basic trouble shooting support in school about DMA or any other IT related problems at:

• High School Section

IT Office @ Tech Center Level 1  (Monday to Friday : 8:30am to 11:30am and 1.30pm to 4.30pm)

• College Section

B218, Tech Hub (Monday to Friday : 8:30am to 11:30am and 1.30pm to 4.30pm)

You may also send an email to pdlp@hci.edu.sg (PLD device issues)