How to Replace Excess Telecom Tablet (2024)

Excess Telecom, a leading telecom company and wireless service provider, operates in 47 states and serves a vast customer base exceeding 100,000 individuals. Moreover, Excess Telecom actively engages in the Affordable Connectivity Program (ACP), offering valuable benefits to eligible customers. These perks include complimentary wireless services featuring unlimited data usage and the chance to obtain a free tablet from Excess Telecom. While these tablets are top-notch, there may arise instances where you require a replacement. This article covers all aspects of Excess Telecom’s tablet replacement options, policies, and procedures, so keep reading to gain insights.

How to Get a Free Excess Telecom Tablet in the First Place: Eligibility, Documents, and Application Process

Eligibility Criteria

Excess Telecom recognizes the significance of connectivity and endeavors to narrow the digital gap. To be eligible for the Excess Telecom assistance program, individuals must meet specific criteria:

• Economic status: The program predominantly targets those with limited financial means who encounter challenges in affording a tablet or monthly internet service. Eligibility hinges on household income relative to the federal poverty level, with annual income capped at or below 200% of the poverty threshold in the respective state.
• Participation in a qualifying government assistance program: Even if financial thresholds aren’t met, applicants may still qualify by engaging in assistance programs like Medicaid, SNAP, Lifeline, WIC, Tribal programs, etc.

Applicants must also be at least 18 years old or emancipated minors and reside in areas where Excess Telecom’s assistance program operates. Specific eligibility criteria may vary depending on geographical location.

Note that Excess Telecom remains dedicated to ensuring that customers and their families maintain reliable internet access, both within and beyond the scope of the ACP. In a demonstration of their commitment, Excess Telecom will cover the subsidized ACP service for the entire month of May. Enrollments for the Affordable Connectivity Program (ACP) ceased on February 7, 2024, with the ACP scheduled to continue through April (extended to May for Excess Telecom patrons) pending additional Federal funding approval. Customers already enrolled in the ACP as of February 8, 2024, will maintain their ACP coverage unless the program concludes or they no longer meet eligibility requirements.

Necessary Documents

To support your application for an Excess Telecom Tablet Replacement, you will need to provide the following essential documents:

• Proof of Identity, Age, and Address: Valid identification documents, such as a driver’s license, passport, or government-issued ID card, are necessary to verify your identity, age, and address.
• Proof of Income: To determine your eligibility based on low-income status, you will be required to provide income-related documents, such as pay stubs, tax records, or government assistance program documentation.
• Proof of Program Participation: Documentation showing that your household participates in one of the qualifying assistance programs is needed if you qualify based on this. Examples include an approval letter, benefit award letter, statement of benefits, etc. 

Application Process

To apply for the Excess Telecom Tablet Replacement program, follow these simple steps:

• Research Excess Telecom’s offer in your area to see if it’s a good match.
• Visit https://www.excesstelecom.com/ and press Enroll Now. Alternatively, you can visit https://enroll.excesstelecom.com/ directly. Enter your ZIP code and email address and press ‘Continue’. Follow the on-screen instructions to see if tablet availability is available in your area and what may be the changed eligibility criteria. If there is an online form to fill out, complete it by providing all the required information and digital documentation copies.
• Submit your application along with the required documents through the designated online platform or via mail, following the instructions provided by Excess Telecom. The verification process may take some time, so be patient and await confirmation of your application status.
• If approved, you will receive an Excess Telecom tablet and a SIM card with a monthly service plan. However, even though the company advertises the tablets as ‘free’, according to government rules, you must actually pay a small fee ($11). 

Why One May Need a Replacement Tablet

Tablets have become lifelines in our digital-driven world, serving as tools for communication, education, and access to vital information. The need for a replacement tablet may arise due to various reasons:

• Loss or Theft: Unfortunate incidents such as loss or theft can deprive individuals of their essential means of communication and access to online resources. A replacement tablet ensures they can regain connectivity and resume their daily activities.
• Irreparable Damage: Accidents happen, and tablets may suffer irreparable damage due to unforeseen circumstances. A replacement tablet provides individuals with a second chance to reconnect with the digital world.
• Malfunction: Even though the provided tablets are of high quality, sometimes electronic devices malfunction. Luckily, Excess’ warranty covers any malfunctions in the first year of use. 

Is it Possible to Get a Replacement Tablet?

Yes, it is indeed possible to obtain a replacement tablet through Excess Telecom. This program aims to assist individuals facing financial hardships who have experienced the loss, theft, or irreparable damage of their previous tablet. By fulfilling the eligibility criteria and following the application process, eligible applicants stand a chance to receive a free tablet and regain their digital connectivity.

Excess Telecom Tablet Replacement Policy

On the company’s Terms and Conditions website, the following policies are stated:

• Excess Telecom does not assume responsibility for refunding lost, stolen, misused, damaged, or destroyed devices, accessories, or Top-Up purchases outside the warranty period. The decision regarding refunds lies solely at the discretion of Excess Telecom. In such cases, it is the customer’s responsibility to independently purchase replacement devices, accessories, or tablets at their own cost.
• Excess Telecom customers are required to inform the company within 14 days of receiving their device if it is found to be defective, along with any accompanying accessories. Following notification, the defective device must be returned within 30 days. Excess Telecom holds the sole discretion to provide a replacement device during this timeframe. To request a replacement for a defective device, please contact Excess Telecom Customer Service at 1-800-615-0898.
• To avail of warranty service from Excess Telecom, please get in touch with their Customer Service at 1-800-615-0898. If the problem cannot be resolved through phone assistance, Excess Telecom technicians will provide you with an RMA number. This number will be used to send the device to the designated Excess Telecom Service Center for a potential replacement, subject to the discretion of Excess Telecom.
• During the specified warranty period, Excess Telecom has the discretion to replace any defective device with a new or refurbished replacement device, subject to the following conditions:
  • The device does not function properly according to its intended use, excluding any specified exceptions.
  • The device experiences malfunctions or failures during normal usage.
  • Excess Telecom may, at its discretion, replace the device with a refurbished device of the same make, if available. If not available, a comparable device will be provided.
  • The limited warranty does not cover the loss of personal information, passwords, contacts, music, ringtones, pictures, videos, applications, content, memory cards, software, defects in appearance, or non-operative parts such as cosmetic or decorative items.
  • Excess Telecom is not liable for any other losses, damages, or claims resulting from device malfunctions. These remedies are exclusively available to the subscriber for any breach of warranty.

How to Get an Excess Telecom Tablet Replacement

If you encounter issues with your Excess Telecom tablet and suspect you require a replacement, follow these steps to kickstart the process effectively:

1. Verify Eligibility: Review Terms: Begin by visiting the Excess Telecom website to examine your warranty or service agreement. This step ensures that the problem with your tablet aligns with the replacement criteria outlined in your plan.
2. Collect Necessary Details: Prepare Information. Before reaching out to customer service, gather essential information such as your tablet’s model, serial number, and a comprehensive description of the issue. Having these details readily available will facilitate a smoother resolution process.
3. Reach Out to Customer Service.
   1. Utilize Website Contact Form: For a convenient communication option, utilize the contact form provided on the Excess Telecom website (https://www.excesstelecom.com/). Access the “Contact Us” section at https://www.excesstelecom.com/contact fill out the required fields, outline the problem, and submit your request.
   2. Dial Customer Service: If you prefer direct interaction, call the Excess Telecom customer service line at 1-800-615-0898. You can find additional phone numbers on the company’s website or on the packaging of your device. Anticipate potential wait times, especially during peak hours.
   3. Written Correspondence: While less common, you have the option to send a written request to Excess Telecom’s mailing address, available on their website or within your service documentation. Keep in mind that this method may entail longer response times compared to electronic channels.
4. Adhere to Instructions: Once in contact with the Excess Telecom support team, follow their guidance regarding the subsequent steps. This may involve instructions on how to return your tablet for evaluation and replacement. Provide a detailed account of the situation. Was the device misplaced or stolen? If so, the representative will promptly deactivate your account to prevent any additional fees. If the device is damaged or not functioning correctly, the agent will assess the circumstances, including when and how the issue occurred (within or outside the warranty period, and whether the damage was accidental or due to a malfunction), and inform you of your eligibility for a replacement device, as well as whether any fees apply. Ensure that you furnish the agent with all necessary details regarding the incident, your device, and your account to facilitate a seamless process. The agent will initiate the replacement process. If you qualify, you can expect to receive a replacement device, either free of charge or for a fee, delivered via mail within a few days.

How to Replace Excess Telecom Tablet – FAQ

How long does the replacement process take?

Once your request is processed, expect the replacement tablet to arrive within 5-7 business days.

Are there any tips for keeping your Excess Telecom tablet safe?

Yes, there are ways to minimize the risk of damaging your new tablet and potentially needing another replacement down the line. Investing in a sturdy case can provide your tablet with much-needed protection from bumps, drops, and scratches. Additionally, consider applying a screen protector to shield against scratches and cracks on your tablet’s display. Be mindful of liquids to avoid water damage, and if necessary, opt for a waterproof case.

What if I lost my Excess Telecom tablet? Is it still replaceable?

Unfortunately, replacing a lost tablet might involve a different process than replacing a malfunctioning one. It’s best to contact Excess Telecom directly to inquire about the specific steps for lost devices.

Are there any troubleshooting tips for Excess Telecom tablets?

Yes, before jumping straight to a replacement, try some troubleshooting tips to get your Excess Telecom tablet back up and running. You can restart your tablet, check for software updates, force close frozen apps, and inspect for physical damage.

Can I upgrade my tablet when requesting a replacement?

Excess Telecom typically replaces your device with the same model, so upgrading might not be an option within the replacement program. However, you can explore upgrade options directly through Excess Telecom.

Are there any possible costs in the tablet replacement process?

Yes, when you need to replace your Excess Telecom tablet, it’s important to be aware of potential costs that the standard warranty may not cover. Accidental damage, out-of-warranty claims, and service fees such as diagnostic fees and shipping and handling costs may apply.

I don’t know if I meet the eligibility requirements. What should I do?

If you’re unsure about meeting the eligibility requirements, the best course of action is to contact Excess Telecom’s customer service. They can verify your eligibility and guide you through the replacement process if applicable.

Is there a warranty on the replacement tablet?

Yes, the replacement tablet will carry a warranty similar to the original device, ensuring you’re covered moving forward.