Basic information about Warranty
Issues with your iPad?
Issues with the Keyboard Case?
Issues with the Apple Pencil?
Need more help?
Troubleshooting guide
Here are some common issues and a simple troubleshooting guide if you have issues with your child's iPad.
Symptom: Folio Keyboard not responding.
Try removing the iPad from the keyboard. Make sure that the contact points are clean on both sides. Reconnect the Folio Keyboard. If it is still unresponsive, you may need to do a warranty claim if it is still valid.
Symptom: iPad not responding or not working properly.
A simple solution might be to restart the iPad. Just hold the power button until the power off slider appears. Slide to power down the iPad. Wait about 30 Seconds before restarting the iPad.
If that does not work, try a Force restart.
Press and hold the top button and the Home button at the same time. When the Apple logo appears, release both buttons.
Symptom: Problems with the student ICON account.
Approach the School's ICT Executive or Desktop Engineers at the library for assistance.
Symptom: iPad is stuck on Mobile Guardian.
Approach the School's ICT Executive or Desktop Engineers at the library for assistance.
Insurance Vs Warranty
Your child/ward iPad comes with a 3-year insurance and 3-year warranty. This will include 2 repairs or 1 replacement claim. Once insurance is claimed for a replacement device, the insurance coverage will cease. The replacement device will not be covered by insurance.
Please refer to your purchase agreement for details. Read below for the differences between warranty and insurance.
Insurance*
The device insurance coverage includes:
Damage to or loss of device from the following which are non-manufacturer defects or internal mechanical faults:
a) Fire
b) Lightning
c) Power Surges
d) Accidental e.g. water spillage, drop etc
e) Theft due to forcible entry
f) Robbery
* The insurance coverage is only applicable to situations of damages and loss where the student has taken precautions to safeguard the device.
Note:
Once insurance is claimed for a replacement device, the insurance coverage will cease and the replacement device will not be covered by insurance.
Warranty
The device warranty warrants that each device is free from defects in materials and workmanship under normal use during the warranty period.
Need some assistance?
For any hardware issues, your child may approach the School's ICT Associate/ Manager or Desktop Engineers at the library for assistance. They will assist in the troubleshooting of the device and advise your child accordingly.
However, for any damage to the PLD, you may need to contact the vendors directly for warranty/insurance claims. Please see the next section for more details.
Where to claim your warranty?
For warranty or insurance claims, please follow the following instructions for help.
Device Repair
Hardware issue
Make an appointment through https://getsupport.apple.com
Software issue/Unsure
Inform School ICT Team
**Please refer to the guide attached to make an appointment through https://getsupport.apple.com for repair at Apple Service Centre directly.
(Please include “MOE PLD” in “Add a comment” in the online form.)
AppleSupport.pdfTheft or lost of iPad
Make a police report
Inform School ICT Team
Email InsurerB and cc pdlpapple@asiapac.com.sg with police report and proof of purchase
AsiaPac Helpdesk
Email: pdlpapple@asiapac.com.sg
Please write to the email above with:
Subject header: MOE PLD
Content: School, Device model, Serial number, Brief description of problem, Person to contact and Contact number
Insurance Claim
Contact InsurerB for insurance form and cc pdlpapple@asiapac.com.sg .
Insurer Contact
Number: 8932 7718
Email: laptop@ins-solutions.com.sg
Operating Hours:
Mon – Fri: 0900 – 1800
Closed on Sat, Sun & Public Holidays
Frequently Asked questions
Does the insurance cover the accessories too (e.g. styluses, keyboard cases)?
Insurance coverage is for the main device only and does not cover accessories.
How do I replace a missing accessory?
Parents can buy replacement accessories from the Contractor’s Portal (URL can be found under Contractor’s information).Can students still send their devices to their contractor’s service centres for repairs after the end of the warranty period and how will the charges be imposed?
After the expiry of the device warranty period, students can still send their device to the contractor’s service centre for repair. The charges quotation will be provided by the contractor’s service centre and students/parents will have to assess the reasonableness of the charges and decide whether to take up the repair. Alternatively, students can consider going to other shops to perform the repairs after the warranty is over.How long do I need to keep the device original packaging box before discarding it?
Please keep the device original packaging box for at least 7 days in case of any 1-to-1 exchange .