Useful Information
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Below are listed some of the most Frequently Asked Questions (FAQs) on our GSM cell phone rentals.
If you have more questions, please do not hesitate to contact us!
Contents:
Step-by-Step Rental Procedure
Step 1. Review our Rental Packages
and make your choice. Each Rental Package has its rental rates listed. The Airtime and all
other charges are shown in the Rates page.
Step 2. Download the Order Form. Print,
fill in, and fax it to us on (+ 359 2) 49 13 331 at least 48 hours prior to the desired service commencement. We do
require fax to protect the sensitive and confidential information, which the Order Form holds. Please
also read the Terms and Conditions (in the Order page) governing the rentals.
Step 3. Within 24 hours after receiving your application, we will inform you of your GSM cell phone number in
Bulgaria, thus allowing you to distribute it to family members, friends, colleagues and
business associates prior to your departure. Should you like to cancel your order, please
refer to the Cancellation Policy
under the Terms and Conditions.
Step 4. We will deliver your rental package to the hotel of
your first-night stay or to other alternative address of your convenience. You will be
able to make and receive local and international phone calls as soon as you have your
rental package delivered.
Step 5. At least 24 hours prior to the end of the Rental
Period as shown on the Order Form, you'll have to arrange for the return of the Rental
Package. Contact our Customer Service Department and ask for the Rental Package to be
picked up at a certain time from the reception of your hotel or other beforehand agreed
location. Before you return the Rental Package, please do not forget
to:
- Turn off the phone;
- Make sure all parts and accessories are available.
Please, note that the equipment should be returned in good working
order, otherwise you may be subject to a penalty fee up to 250 Euro, depending on the
damages caused.
Step 6. Within four weeks of the finalization of the service,
we will send you an invoice, detailing delivery, rental, airtime and all other applicable
charges (if any) collected from your credit card.
Reservation
Q: How do I place my order?
A: You can place an order with Intrafonica by downloading the Order Form, print, fill in and fax back to our fax number (+ 359 2) 49 13 331 at least 48 hours prior to the desired delivery time. Please read carefully the Terms and Conditions under the Order page to fully understand all terms and conditions governing the rentals.
Q: Why do I have to use fax? Is it possible to book and pay online?
A: At present it is not possible to book and pay on-line and we do require that you print and fax back the Order Form and your Photo ID. To preserve security and service integrity, and to provide maximum confidence to our valued customers we are making the reservations in this "old fashioned" but by far - more secure way. We pride ourselves as taking our customers' confidence and trust very seriously, and are constantly seeking ways to improve our offering. We are continuously working to enhance our services and to accommodate secure procedure for on-line booking and payment along with the way we currently operate. Please, check our Web site for updates.
Q: I requested a Rental Package with the cell phone shown in. In your confirmation you have included other model. Why?
A: It is very rare occasion that we run out of supply of certain equipment, however, in these cases we either supply equivalent class device with similar features or we provide you a FREE upgrade to the next class device, pertaining to the next level package. In all cases though, the rental rates remain unchanged.
Delivery and return
Q: What place may I have the rental package delivered to?
A: You may have your package delivered either to the hotel of you first-night stay, at the office of your business partners or personally to you on address specified in the Order Form.
Q: Is it possible to deliver my rental package on a short notice? How much will it cost?
A: Our phones are usually delivered within 48 hours after your application has been approved and confirmed. Delivery costs are available in our Rates page. In case you need to have your package delivered earlier, or even on the same day, please call us or send us an e-mail - there are certain arrangements, we may do, although our rental packages are subject to availability and there is no guarantee there will be a rental kit available. There is NO EXTRA premium paid for a short notice delivery, however, it is subject to availability and may not be guaranteed.
Q: How is the return of the Rental Package handled?
A: At least 24 hours prior to the end of your Rental Period, you'll have to arrange for the return of the Rental Package. Contact our Customer Service Department and ask for the Rental Package to be picked up at a certain time. Normally the pick-up is at the place you had your package delivered, however, we are able to accommodate a pick-up at different locations if prior arrangements have been made.
Before you return the Rental Package, please do not forget to:
- Turn off the phone;
- Make sure all parts and accessories are available
(use the provided check list) and in full working order;
GSM Cell Phone Usage
Q: I own a GSM cell phone. Can I use my GSM cell phone in Bulgaria?
A: In the US, Canada and Japan the GSM cell phone services are provided on different frequencies than it is done in Europe. If you live in one of these countries, to be able to use your GSM cell phone while in Bulgaria you should check if your phone is a "tri-band" one, i.e. it supports the European frequencies for GSM (900Mhz/1800Mhz) as well as your local GSM standard - 1900Mhz. It means that technically you are equipped with interoperable device. However, to use the services of your local provider while in Bulgaria you need to make sure there is a roaming agreement between your service provider and a Bulgarian counterpart. In case there is no such agreement or you dislike the tripled charges while in roaming, Intrafonica offers you a variety of affordable and easy-to-use GSM cell phone rentals and unlike its foreign competitors, provides you additional services like Mobile Internet and on-the-spot customer service.
Q: I already possess a tri-band GSM cell phone. How do I know if it is "locked"? Can I still use your products?
A: A "locked" GSM cell phone means that your equipment may only operate with the SIM card of your wireless service provider, i.e. your cell phone will not operate should you place a different SIM card (provided by other service provider) inside. Thus you will not be able to use your GSM cell phone with the SIM cards offered by Intrafonica, and you will have to hire one of the Complete Rental Packages instead. To make sure your cell phone is "unlocked", please consult with your service provider.
Q: I already own a Smart Phone. Is it possible to use the multimedia services of my domestic service provider in Bulgaria? How much would it cost?
A: Even if you own a Smart GSM cell phone able to operate with the GSM frequencies in Bulgaria, it is not guaranteed that you can make use of its multimedia features. You should consult your service provider to make sure you will be able to use roaming while in Bulgaria. However, even if you are willing to be heavily overcharged for the airtime roaming services you will most likely not be able to use ANY multimedia services. The GPRS roaming is very uncommon and where available is offered on a prohibitive price and limited quality of service. To accommodate your need of Mobile Internet and multimedia services, Intrafonica offers very competitive GPRS-enabled rental solutions.
Q: Is it possible to get my rental phone number in advance so that I can provide it to my friends and family before I leave?
A: Yes. You will receive your local GSM cell phone number in the confirmation notice, which we send within 24 hours after we receive your application.
Q: Is my phone ready to use when delivered?
A: Yes, you'll be able to make and receive calls immediately as long as you have coverage. Our phones are delivered with fully charged batteries, all rented services enabled and with a battery charger.
Q: Will I be able to operate the rented cell phone?
A: All our phones are delivered with a user's manual to operate your GSM cell phone properly. To familiarize yourself with the cell phone rented you may wish to find more information on our Web site or over the Internet.
Q: I have lost my user's manual, what is the fastest way to get a new one?
A: Download a digital version of your phone user's manual from our website.
Q: May I have the menu of my GSM cell phone in a different language?
A: Yes. By default, all our phones are made to work with English menus, however, most of the other European Languages are also supported. Please make sure to inform us in advance should there be a need for additional language support.
Q: Will I be able to surf Internet and send/receive data through the cellular phone you provide?
A: Yes, we provide Mobile Internet service, using GPRS technology for Internet surfing and data exchange - e-mails, faxes, pictures, etc.
Q: How much do I pay for the use of the Mobile Internet service?
A: Apart from the airtime and rental costs, the Mobile Internet service is charged on traffic ONLY and NOT on time you are logged in. That is, regardless of the fact you are "always on", you pay only if you use it. Mobile Internet service is an inexpensive way to have all your e-mails answered quickly and never miss important events while on the move.
Q: How is the customer support handled?
A: Full customer support in English is available Monday through Friday from 09:30 to 18:00 (GMT + 02:00).
Q: Is the voicemail box available in my phone?
A: Yes, voicemail service is available and it's provided free of charge.
Q: Do I need to enter any PIN or access codes when placing a call?
A: No, there's no need to enter any codes or speak to any operator, just dial the number, and don’t forget the international country and area codes.
Q: Can somebody else use my SIM card?
A: Yes, anyone can use your card, but all charges will be billed to your account.
Q: Can I record phone numbers in the SIM card of my rental phone?
A: Yes, you will be provided a manual, which will show you how to do that. You’ll have to include all the dialing codes, otherwise it will not work properly. After the Rental service is finalized we will make sure that there will be no phone numbers remaining in the phone and in the SIM card.
Q: What if my GSM cell phone or SIM card doesn't work?
A: It is a rare event that one of our cell phones wouldn't work and extremely rare for a SIM card not to be working. We personally test all our phones and other equipment prior to sending them out to ensure quality service and no defects. Statistically, less than 1% of all GSM cellular phones are defective and less than 1 in 10,000 SIM cards are defective. We suggest you double-check with the manual to make sure you are using the handset in the proper manner, and then try again. If for some reason a phone or SIM card rented from Intrafonica proves defective, it will be replaced free of charge.
If you encounter problems while on the road, you will first want to determine if the problem is a network problem or if it is hardware-related. If you can use someone else's GSM phone and reproduce the problem, then the problem is with the network. In this case we advise you to wait for several minutes and then try again. If you are driving a car, we suggest you slow down the speed, because this may interfere with the quality of the signal also. For more information on how a GSM works, check our “What is GSM?” page.
Theft & Loss
Q: What will happen if I forget to leave the handset and/ or its accessories?
A: You will be charged for the equipment in accordance with our Terms and Conditions of the Rental Agreement. The sum will correspond to the value of the equipment and will not exceed 250 Euro. Please note, that in this case you are still responsible for all Rental and Call charges due to Intrafonica.
Q: What will happen if the handset and/or SIM card gets stolen, broken or lost?
A: You should immediately contact our customer service department. They will deactivate the calling service (SIM card), so that nobody may place charges on your account. You will be charged for the calls made until this moment and for the lost equipment according to our Terms and Conditions.
Billing
Q: Do you impose minimum usage requirements?
A: No. You may use your GSM cell phone at will and with no daily minimum or allowance.
Q: How do I calculate my rental period?
A: Your phone rental is measured in whole calendar days, from the time the Rental Package is delivered to you until the time it is returned to Intrafonica.
Q: What are the accepted means of payment?
A: For the time being we take VISA and MasterCard; We are working to have also MasterCard and American Express credit cards accepted. Please, check our Web site for updates.
Q: What if I need to rent more than one phone?
A: Intrafonica applies preferential rates in case you rent more than one package. Please check our 2Gether and group billing plans!
Q: How is the billing handled?
A: You will receive a full itemized bill of the call and rental charges. The bill will show you the numbers you called, the date and time of each call, the duration, and the amount in Euro (€) or its equivalent in US dollars ($). Please note that the actual amount billed to your credit card will be in local Bulgarian currency "leva" (BGN), which has a FIXED exchange rate to the Euro: 1 € = 1.9559 BGN. Hence, the reference should always be the price in Euro.
Q: Do you charge an activation fee like the cellular carriers do?
A: No. Our rates typically consist of a rental charge, an airtime and traffic charge (in case of Mobile Internet service use), and delivery fee.
Q: How do I terminate a rental?
A: The default termination date of the Rental Period is the End date shown on the Order Form. If you wish to terminate the rental earlier, you may do so at any time by contacting us either by e-mail or fax. You will be charged only for the days rented, calls and data traffic made.
Q: What if I need to keep the Rental Package for few more days?
A: This is possible, but since all Rental Packages are subject to availability, you’ll have to contact us at least 48 hours prior to the default End date, and let us know of your intention.
For all questions referring to the essence of the GSM technology, SIM cards, Europe-compatible frequencies, coverage and unlocked GSM cell phones, please, visit our “What is GSM?” Section and/ or the Glossary.
Thank you!
NOTE: This Frequently Asked Questions (FAQs) section is for convenience only and is not deemed a substitution or supplement of the General Terms and Conditions governing at all times the Rental Procedure.
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