HKBN Support - Mobile Services & Devices

Mobile Services

• Mobile Services Plan (3HK Network)-Value Added Service User Guide
• Mobile Services Plan (SmarTone Network) -Value Added Service User Guide
• Mobile Services Plan (CMHK Network)-Value Added Service User Guide
• IDD 0030
• IDD 0030 International Call Forwarding Service

HKBN Travel Pocket Wi-Fi

• GlocalMe G3
• GlocalMe U30

HKBN Wi-Fi

• HKBN Wi-Fi

1) Seven-days product replacement notice (Applicable to designated device / accessories, except Apple products):
i. Within the seven days from purchasing / receiving the product at HKBN, HKBN will replace the purchased product only if the customer finds quality defects and if the purchased product does not meet factory standards. Customer should bring the product, all peripherals and accessories in its packaging and the original sales invoice or the original acknowledgement of redemption or product / premium receipt confirmation to a designated HKBN shop for replacement.
ii. To be eligible for HKBN replacement, the product must not have any damages, scratches, water-damages or modifications.
iii. In case of replacement, the product must be in its original packaging. All accessories, user manual, unfilled warranty sheet and non-activated service pass as well as premium (if applicable) should be returned to HKBN as well. If you have registered for product warranty or have activated the relevant service (if applicable), HKBN will not replace the product. Instead, the customer should reach out to the manufacturer / supplier for repair and / or replacement.
iv. The void label or tamper evident sticker / seal must remain intact to allow product replacement by HKBN. If the void label or tamper evident sticker / seal has been damaged, HKBN will not replace the product.
v. The replacement product can only be of the same model and the same color.
vi. HKBN will only replace each purchased / collected product once.
2) If product defect occurs during the warranty period, please bring the product and the sales invoice or acknowledgement of redemption or product / premium receipt confirmation to the service center of the manufacturer / supplier for examination and repair.
3) (If applicable) Product(s) set out in the Sales Invoice or “Notification of HKBN Product/Premium Receipt Confirmation” may be regulated electrical equipment under the Product Eco-responsibility Ordinance (Cap.603). The Ordinance imposes a recycling levy on the product as follows: Air conditioner: HK$125 per item, Refrigerator: HK$165 per item, Washing machine: HK$125 per item, Tumble dryer: HK$125 per item, Dehumidifier: HK$125 per item, Television: HK$165 per item, Computer: HK$15 per item, Printer: HK$15 per item, Scanner: HK$15 per item, Monitor: HK$45 per item.
4) Subject to point 3 above, customer can request free removal service for the same type and quantity of used electrical appliances (only applicable to the same type of regulated electrical appliances). Subject to "Removal Service Terms and Conditions". Removal request must be made within 3 days after the transaction.
5) In case of any disputes, HKBN’s decision shall be final and conclusive.

1) When Customer purchases or collects any Apple product(s) at shop, Customer shall immediately verify whether the product model shown on the package is the same as the chosen product. Upon successful payment or Customer signing the “Acknowledgement Receipt of HKBN Product/Premium Redemption” (if applicable), no return, exchange or refund requests will be accepted. If the purchased or collected Apple product is iPhone, HKBN staff will activate the relevant product immediately. If the Apple product(s) (including iPhone) is/are delivered via courier service, no return, exchange or refund requests will be accepted, while iPhone will be activated before delivery to Customer.
2) If product defect occurs during the warranty period, please bring the product and the Sales Invoice or “Notification of HKBN Product/Premium Receipt Confirmation” to the service center of the manufacturer / supplier for examination and repair.
3) (If applicable) Product(s) set out in the Sales Invoice or “Notification of HKBN Product/Premium Receipt Confirmation” may be regulated electrical equipment under the Product Eco-responsibility Ordinance (Cap.603). The Ordinance imposes a recycling levy on the product as follows: Air conditioner: HK$125 per item, Refrigerator: HK$165 per item, Washing machine: HK$125 per item, Tumble dryer: HK$125 per item, Dehumidifier: HK$125 per item, Television: HK$165 per item, Computer: HK$15 per item, Printer: HK$15 per item, Scanner: HK$15 per item, Monitor: HK$45 per item.
4) Subject to point 3 above, Customer can request free removal service for the same type and quantity of used electrical appliances (only applicable to the same type of regulated electrical appliances). Subject to"Removal Service Terms and Conditions". Removal request must be made within 3 days after the transaction.
5) In case of any disputes, HKBN’s decision shall be final and conclusive.

Samsung
Website: https://www.samsung.com/hk/support/service-center/

Region	Address	Business Hour	Enquiries
Kowloon	Unit 09-12;15, 40/F, Office Tower, Langham Place, 8 Argyle Street, MongKok	Mon – Sun: 11:00 AM ~ 08:00 PM	3953 6783
Hong Kong Island	Unit 1501, 15/F, Causeway Bay Plaza 1, 489 Hennessy Road,	Mon – Sun: 11:00 AM ~ 08:00 PM	2521 4888
Kowloon	12/F, Ginza Plaza, 2A-2H Sai Yeung Choi St S, MongKok	Mon – Sat: 11:00 AM ~ 08:00 PM	8118 1138

Apple
Apple Store (Required to make online reservation for Genius Bar service)
Website: https://www.apple.com/hk/en/retail/

Region	Address	Business Hour	Enquiries
Hong Kong Island	International Finance Centre, 8 Finance Street, Central	Mon – Sun; 10:00am – 9:00pm	3972 1500
	Hysan Place, 500 Hennessy Road, Causeway Bay	Mon – Thu, Sun: 11:00am - 10:00pm Fri – Sat: 11:00am - 11:00pm	3979 3100
Kowloon	100 Canton Road, Tsim Sha Tsui	Mon – Sun: 10:00am – 10:00pm	3979 8800
	Festival Walk, 80 Tat Chee Avenue, Kowloon Tong	Mon – Sun: 10:00am – 9:00pm	3979 3600
	APM, 418 Kwun Tong Road, Kwun Tong	Mon – Sun: 11:00am – 11:59pm	3572 8900
New Territories	New Town Plaza, 18 Sha Tin Centre Street, Sha Tin	Mon – Sun: 10:00am – 10:00pm	3899 7800

Apple Authorized Repair Center
Telecom Service One Ltd (Required to make online reservation)

Region	Address	Business Hour	Enquiries
Kowloon	Unit 01, 8/F, Telecom Digital Tower, 58 Tsun Yip Street, Kwun Tong	Mon – Sat: 11:00am – 8:00pm Sun and Public Holidays: Closed	2332 3020

Wah Fung Computer Services Ltd (Required to make online reservation)

Region	Address	Business Hour	Enquiries
Kowloon	8/F, Kwun Kee Tailor Industrial Centre, 120 Wai Yip St, Kwun Tong	Mon – Fri: 10:00am – 7:00pm Sat, Sun and Public Holidays: Closed	2807 8156

Kodak
Basco Technology Limited (Supplier of Kodak Product)
Website: https://www.basco.hk/support/

Region	Address	Business Hour	Enquiries
New Territories	Flat A, 21/F, Gold King Industrial Building, No.35-41 Tai Lin Pai Road, Kwai Chung	Mon - Fri：9:30am – 5:30pm Sat : 9:30am – 12:30pm Close on Sunday & Public Holiday	3173 6080

Remarks: Suppliers provide the following product warranty and require the presentation of the warranty sticker on the product packaging. For other warranty terms, please refer to supplier’s website.

KODAK Charmera Key Ring Digital Camera Blind Box	KODAK memory card