FREQUENTLY ASKED QUESTIONS

Payment

 

Is there a payment required?

There is no payment necessary for the BE FREE™ Enable Device. The phone and phone plan are paid-for via curated content and targeted advertisements that appear on screen atop the device at all times of operation. We do collect your credit card information, but only for collateral purposes. You will not be charged while regularly using the device. If we detect that the device is no longer being used, we require that you return it to us. If we do not get it back we do have to charge you for the phone and the data plan will be frozen.

If you cannot wait for the BE FREE™ Enable Device to be released in your State or City, you can buy the phone without Free data and use it as you would a regular device without content and advertisements.

 

Order & Shipping

 

Do I have to pay for shipping?

Yes shipping is the only necessary cost of the BE FREE™ Enable Device.

 

Device

 

Can I purchase specific parts for my device?

Unfortunately, we do not currently sell specific parts. As OHANA™ grows we may designate a local repair shop for your device.  We do believe in the right to repair!

 

Will rooting or unlocking the bootloader void my warranty?

The technical process of rooting or unlocking the OHANA™ Operating system and/or the OHANA™ Be Free App will void the warranty and will shut down the data plan of the Be Free device. Tampering with software also has the potential of bricking the device.

Techniques such as jailbreaking or installing foreign software on the device may corrupt the existing software and could damage the hardware of phone. Such damage is not covered under warranty and negates any eligibility for a new device.

 

After Sales

 

What should I do if I receive a broken phone?

We apologize for the mishap and inconvenience in the event of receiving a broken device. There is a refund process available that can address this issue.

Return/Replacement Process:

1. Provide clear pictures of the entire parcel: packaging box and phone device box.
2. Submit a ticket under "Warranty and Repair" and include a short description along with the necessary attachments.
3. Sit back and relax. Our team at OHANA™ will follow up with further steps.

 

Return & Replacement

 

Can I purchase add-ons during the repair process?

Our repair services are strictly limited to repairing or replacing your device. We will not be able to handle add-on accessories purchased during this process.

 

What should I do if I received a broken phone?

We apologize for the mishap and inconvenience in the event of receiving a broken device. There is a refund process available that can address this issue.

Return/Replacement Process:

1. Provide clear pictures of the entire parcel: packaging box and phone device box.
2. Submit a ticket under "Warranty and Repair" and include a short description along with the necessary attachments.
3. Sit back and relax. Our team at OHANA™ will follow up with further steps.

 

What is the dead pixel policy?

If your device has more than 3 dead pixels or if the dead pixel is greater than 0.15mm in size, we will offer to replace the device.

 

How do I repair or return my device?

Please see below for a quick step-by-step tutorial for creating an RMA:

Step 1: Head over to your "My Be Free Phone" page and click the 'service request' button to begin your repair and warranty claim.
Step 2: Select RMA Type. You can select Return, Replacement, or Repair.
Step 3: Choose the "Items".
Step 4: Fill in "Reasons" and upload an attachment.
Step 5: Confirm your email.
Step 6: Choose or input an address.
Step 7: Submit the RMA request.

If you successfully submitted the RMA, you can find it under My Account > Service Request.

Please note: Self Service RMA is only applicable to devices purchased on the www.ohanaoath.com site. You will need to contact the OHANA™ Customer Support Team if you purchased your device from one of our official distributors.

 

Tech Support

 

How do I reach tech support?

Please email: connect@ohanaoath.com