Device Protection & Annual Upgrade

Select device and plan

Customer joins upgrade program

Register for protection & upgrade

Customer signs up for the upgrade program
Alchemy registers each new upgrade customer onto its database
Alchemy invoices carrier partner

Customer damages device

During Program Term
• Customer checks the mobile app, online portal or calls customer care and goes through the device protection partner’s return process
• Device Protection partner replaces device with either a new device or refurbished device (using Genuine OEM parts)

Device Upgrade Determined ‘Damaged’
• All upgrades processed through mobile app, and device condition self-test completed
• If device is damaged, follow Device Protection process – Alchemy recipient of ‘new’ device

Customer select channel

Customer can choose channel i.e.
in store or registered post

Customer upgrade exchange

Customer follows mobile app ‘self-diagnostic’ tests in preparation for device return and receives QR code. Customer then selects how they wish to execute the return:
• In store: Customer can choose a store they would like to hand in their device and pick up their replacement device. App will show nearest store and instruct them to take QR code to store to minimise transaction time to <1min
• Registered post: Customer receives the new device and a prepaid satchel to return their old device. QR code sent with old device, once new device arrives

Select device and plan

Carrier records customers activated on upgrade program onto CRM

Register for protection & upgrade

• Carrier registers and records into CRM and Billing systems customers signing up for program

• Carrier provides data feed of all customers signed up on program to Alchemy and Device Protection Partner.

• Alchemy updates its own database

Customer damages device

Customer checks the mobile app, online portal or calls customer care for options.

Customer upgrade exchange

Customer follows mobile app ‘self-diagnostic’ tests in preparation for device return and receives QR code. Customer then selects how they wish to execute the return:

• Calculate amount payable: Alchemy calculates EIP balance outstanding v FMV and settle correct amount with carrier partner

• In store: Customer can choose a store they would like to hand in their device and pick up their replacement device. App will show nearest store and instruct them to take QR code to store to minimise transaction time to <1min

• Registered post: Customer receives the new device and a prepaid satchel to return their old device. QR code sent with old device, once new device arrives