Update: From 1 July 2020, StayConnected Advanced will no longer be available for new consumer customers. StayConnected Advanced will continue to be available to Small Business customers.
If you took up this extra before 1 July 2020, StayConnected Advanced can be redeemed as per the existing terms of this service. You can check to see if you have this extra in the My Telstra app or My Account.
Why do I have an “SC” etching on the back of my device?
There are two types of refurbished devices supplied by Telstra under the StayConnected program; some are refurbished by Apple and some are refurbished through Telstra StayConnected.
It’s important that we can differentiate between these devices, so we can direct you easily to Telstra StayConnected for support.
Is my ‘SC’ etched device not covered by warranty?
All Apple refurbished devices supplied under the StayConnected program are genuine Apple devices.
Apple only recognises the warranty on devices that have been refurbished through the Apple network.
Devices refurbished through Telstra StayConnected are refurbished to the manufacturer’s standard. Telstra fully supports all devices it supplies - whether they have been refurbished by Apple or through Telstra StayConnected. So if your device is malfunctioning or not operating as it should, Telstra StayConnected is your first port of call for fast and efficient service.
What is the difference between SC Refurbished devices and Apple refurbished devices?
There is no difference in quality between devices refurbished by Apple and Telstra StayConnected. Both refurbish Apple devices to the same standard.
Why is an Apple store attempting to charge me for a faulty device when I have a warranty claim?
As a rule of thumb, your Apple warranty usually only covers devices refurbished by Apple.
If you have an Apple device that has been refurbished by StayConnected, Telstra StayConnected provides your malfunction and device fault support under the Australian Consumer Law.
If the problem with your phone is not a fault or malfunction, but is due to physical damage like liquid ingression or a cracked screen, this is usually not covered under warranty or the Australian Consumer Law.Telstra StayConnected can ask you a few questions over the phone to help determine if there is a malfunction or physical damage.
What is the difference between an Apple warranty and malfunction/fault support provided under StayConnected?
All Refurbished Apple devices supplied under StayConnected are refurbished to the same standard.
As required under law, Telstra StayConnected provides malfunction and fault support to ALL devices it supplies, including Apple devices refurbished by StayConnected.
When you received your refurbished device under the StayConnected Program, important information regarding this process was supplied in card form and on the box. Information is also set out in the Customer Terms. It is important to note that any other malfunction or fault will continue to be supported through StayConnected in the usual way.
How can I tell the difference between a StayConnected and Apple refurbished device?
From a technical and quality perspective, there is no difference. StayConnected etches a discreet ‘SC’ on the back of the StayConnected refurbished devices to help both the store and you, easily identify between the two if needed
Are all StayConnected replacement devices refurbished by StayConnected?
No. You will usually receive a refurbished device that is the same or similar to your original device. It may be refurbished by Apple or through StayConnected. On rare occasions, you may receive a new Apple device.
What happens if my new device is faulty? Will I always receive a StayConnected refurbished device?
No. If your device is verified to be faulty or malfunctioning you will usually receive a refurbished device that is the same or similar to your original device. It may be refurbished by Apple or through StayConnected. If you lodge a Service Request using one of your 2 annual swap or replace entitlements (which may be due to damage, loss or theft), the replacement device will be either an Apple or StayConnected refurbished device. On rare occasions, you may receive a new Apple device.
Do I have the same warranty rights with my StayConnected device as I would if I purchased one from Apple?
All StayConnected devices, both new and refurbished are fully supported by Telstra StayConnected under the Australian Consumer Law. This requires that devices must look acceptable and function normally. If you consider that your device is malfunctioning, defective, faulty or has failed you can contact StayConnected for support through the normal process.
What happens if I no longer have StayConnected but have a warranty problem on my device?
StayConnected will continue to support a StayConnected refurbished device, regardless of whether or not you are a StayConnected customer. You can continue to contact StayConnected directly to obtain device support. As always, if you cancel your StayConnected service, you will not be eligible for out of warranty device swap or replacement support, only warranty faults
Apple has advised me that my device is not genuine. Why is Telstra issuing non genuine Apple replacements?
This is incorrect.
Apple devices that have been refurbished by StayConnected are genuine Apple devices.
Apple only provides warranty support for devices refurbished through the Apple network. StayConnected is responsible for supporting any device malfunction or fault under the Australian Consumer Law. This support does not incur a Service Request fee, nor use up any of your two swap or replacement rights per year.
I do not want a SC refurbished device. I would prefer an Apple refurbished device.
Unfortunately we are unable to confirm whether the device being issued is new, Apple Refurbished or StayConnected refurbished. All these devices are fully supported by StayConnected under the Australian Consumer Law and if you have further issues, StayConnected will provide you with ongoing support to quickly get you up and running again.
I would like a new Apple device or a refund.
If your device is malfunctioning or faulty, we will provide you with a replacement refurbished device. This could be refurbished by Apple or StayConnected, both of which are fully supported by StayConnected under the Australian Consumer Law. If you have further issues, StayConnected will provide you with ongoing support to quickly get you up and running again.
If there is little difference with Apple and SC refurbished devices, then why are they etched with SC?
They are etched to simply identify them as devices that have been refurbished through Telstra StayConnected, to ensure they come back to us for support and a quick resolution to your fault, without delay or confusion.