You have all at least hear of T-Mobile before or seen one of their commercials or big banners. T-Mobile is one of the leading wireless providers in the world. T-Mobile US is owned by Deutsche Telekom and SoftBank Group, which hold the largest percentage of the share. T-Mobile is not only one of the largest wireless carriers, but it is also one of the best rated is often competing for ‘the best USA wireless provider’ title with Verizon.
Herein, we will talk about T-Mobile phone replacement, which can be extremely helpful when things go sideways. And yes, even though T-Mobile is highly reputable, they are not immune to their phones breaking down as a result of built-in flaws. Though, you should know that T-Mobile only sells phones produced by other reputable mobile phone companies. As such, any malfunction on a phone doesn’t actually result from T-Mobile’s mistake.
However, as a seller on those devices, they take full responsibility and offer warranties that protect you as a customer and enable you to request a solution if your phone breaks down (not to your fault). We hope your phone will work smoothly and that you will not need the information that is about to follow too often.
Let’s dig into the T-Mobile phone replacement discussion, shall we?
What Do We Mean By T-mobile Phone Replacement, Exchange, And Upgrade?
We must start our discussion by explaining some terms related to T-Mobile phone replacement so that we are all on the same page.
By the ‘T-Mobile phone replacement’, we refer to an act of requesting a replacement phone in case of a malfunction or some sort of error on your phone that is out of the warranty or due to your fault and you have either T-Mobile Device Protection or Protection<360>. You should know that replacement phones do not necessarily match the level of the original phone and can even come in the form of refurbished phones. Replacement phones can be a temporary solution (while your phone is being repaired) or a permanent one.
On the other hand, phone exchange may take place when the phone is under warranty. In this case, you essentially exchange your malfunctioned device for a new device. The exchange may require some fees (depending on the situation), however, by definition, it should be more or less based on a phone-for-phone basis and is mostly applicable in the initial short term period after the purchase, when a customer has a right to return the phone and exchange it for another phone (if more expensive, the price difference must, of course, be paid) or for money or money credit.
The ‘phone upgrade’ refers to your decision to obtain a newer, better phone. T-Mobile often offers their clients special deal, which commonly includes the trade-in of their existing devices and in most cases come with some sort of contract tying you down to T-Mobile for a specific period, typically next 24 months.
Now that you are all caught up, we can move on to further details regarding T-Mobile phone replacement.
What If My T-mobile Phone Doesn’t Work?
If your T-Mobile phone doesn’t work, there are two options behind it; there was an error within the phone’s hardware or software that reflected in break down or you (or someone else with access to your phone) manipulated it in a way that caused the malfunction.
Now, as you can imagine, these two options make all the difference, well at least while the phone is under the warranty or even within its return period.
If the phone breaks down due to its own flaws, you will have no problem getting it repaired for free or get a replacement phone. On the other hand, if the phone is evidently damaged (has scratch marks, broken display, traces of being in contact with water, or other obvious signs of misuse), then there is a high chance of you not being entitled to free repair nor free replacement phone.
First, run the possible troubleshooting (link provided below). If those don’t solve the issue, call T-Mobile support at 1-800-937-8997.
The above should serve you as the rule of thumb and encourage you to talk good care of your phone.
For those of you who want further details regarding T-Mobile phone replacement, we strongly advise you to read the ‘T-Mobile warranty’ and ‘T-Mobile Phone Replacement Policy’ sections below.
There is no particular warranty policy set in place that would apply to all T-Mobile phones. Each device comes with its own particular warranty. Though, most devices follow a standard one-year warranty or two-year warranty.
Except for any written warranty that may be provided with a T-Mobile Device you purchase from T-Mobile, and to the extent permitted by law, the Services and Devices are provided on an “as is” and “with all faults” basis and without warranties of any kind. We make no representations or warranties, express or implied, including any implied warranty of merchantability or fitness for a particular purpose concerning your Service or your Device.
To the extent permitted by law, you and T-Mobile each agree to limit claims for damages or other monetary relief against each other to direct and actual damages regardless of the theory of liability. This means that neither of you will seek any indirect, special, consequential, treble, or punitive damages from the other.
T-Mobile Phone Replacement Policy
T-Mobile points out that if you’re having issues with your device and troubleshooting isn’t helping, it’s time to contact their support. Here you can find the troubleshooting steps: https://www.t-mobile.com/support/phones-tablets-devices/troubleshooting. If those don’t help, can them at 1-800-937-8997.
NOTE: If possible, call from a different device so we can work on your issue. T-Mobile stores can help you reach Care, but aren’t equipped to fix or immediately replace devices.
If the device is beyond repair we’ll need to know more about the phone:
- Where and when did you buy it?
- What kind of condition is it in?
- Do you have Protection<360> or Device Protection?
T-Mobile support will then figure out which of the below replacement options is the best option.
- Finish your exchange in-store: Customer Care can have your replacement device sent to the retail location of your choice.
- When the device is at the store, we’ll text or email you (whatever you prefer).
- Back up your device and remove personal information from the phone. We can help you with this, too.
- You have 14 days to pick up the device, or the exchange will be canceled.
- You must bring a photo ID and the defective device to the store.
- The device will be inspected in the store for damage. This prevents unexpected fees.
- Once a retail rep. takes your device, you can’t be charged a non-return fee.
- If the device is found to be damaged they’ll cancel the exchange instead of charging you for the device.
- Mail back your defective device: Once you get the replacement device in the mail:
- Remove your replacement device. Notice it’s just the device, no accessories or extras.
- A return label with shipping and tracking details will be located under the shipping label or in the box.
- Use the box, label, and packing foam included to safely package only the defective device.
- Important: Do not include the back cover, battery, memory card, SIM card, charger, or anything else you don’t want to lose.
- Apply the “tamper-evident box seal” horizontally over the box opening for security.
- Mail the defective device within 7 days.
- You will be charged a non-refundable fee of up to $500 if:
- You do not mail the device within 7 days.
- You mail us a different device.
- The device has physical or liquid damage.
- Out of warranty solutions:
- Common reasons a device is out of warranty:
- The original warranty expired over time.
- The device was bought off a third party, like a friend or a re-seller.
- There is liquid or physical damage.
- Always check for damage! If we receive a damaged device your account will be charged a fee.
- If your device is damaged, was not purchased from T-Mobile, or is outside of warranty:
- You can contact the manufacturer directly if you don’t want to, or cannot, participate in T-Mobile’s device replacement program.
- You may be eligible to upgrade your device.
- If you’re enrolled in Device Protection, you can file a claim online. (here is the link to file a claim: https://www.t-mobile.com/support/devices/file-a-device-protection-claim)
- Common reasons a device is out of warranty:
T-Mobile Screen Replacement/repair
Screen Damage Voids All Warranties and Can’t be Accepted.
- When inspecting a screen, remove any screen protectors and cases first. Tilt the device under good lighting conditions, and inspect at multiple angles. Screen damage includes hairline cracks that are difficult to see.
- Screen damage is:
- Broken screen, including damage from swollen batteries that impacted the screen
- Chew marks (from animals or children) on the screen
- Cracked or crushed screen
- Melted screen
- Screen replacement or repair through a third-party void the warranty. Repairs may also remove the required LDI.
If the screen is damaged and you’re enrolled in T-Mobile Device Protection or Protection<360>, you should file a claim online.
T-Mobile Phone Battery Replacement
Generally, batteries are not part of the warranty, however, there are certain exceptions, especially if your device is under the T-Mobile Device Protection or Protection<360>.
In case of battery issues, start by performing troubleshooting steps and if those don’t help call the support.
Replace Broken T-Mobile phone
No matter how careful you are, accidents happen. Physical or liquid damage to your device is not covered under the warranty, so T-Mobile can’t exchange devices with this damage. But, we don’t want you to be stuck with a broken phone, so you have two options to replace or repair your damaged device:
- If you have Device Protection or Protection<360>, you may place a claim to replace your device with a new or refurbished one.
- Some manufacturers offer to repair damaged equipment (for a fee). Contact the device manufacturer to see if they offer this service.
Mobile devices have a Liquid Damage Indicator (LDI) to show if the device has contacted any liquids. The indicator is white when it’s new, and it turns pink or red when it gets in contact with water.
The location of the LDI varies depending on the device.
If your LDI is:
- White: The device may be eligible for warranty exchanges, buyer’s remorse, device trade-ins, or a manufacturer warranty.
- Pink or red: The device is out of warranty. This means it isn’t eligible for returns.
- Missing or tampered with: The device is out of warranty. Third-party repairs void the warranty and may remove the LDI.
Liquid damage can also cause batteries to swell. Pay special attention to the LDI if the battery is swollen.
If the device has liquid damage and you’re enrolled in T-Mobile Device Protection or Protection<360>, you should file a claim online.
T-Mobile phone replacement cost
As explained above, replacement phones apply to those that have T-Mobile Device Protection or Protection<360>. Many repairs and replacement are fully cover, however, it all depends on your specific case and device type, which means that certain fees may apply.
Always make sure to discuss all the details before submitting your claim.
T-Mobile repair store
T-Mobile stores can help you reach Care, but aren’t equipped to fix or immediately replace devices.
How To Submit A T-mobile Phone Replacement Claim If Not Replaced By The Authority?
If your phone is under warranty but T-Mobile determines that the damage or malfunction is not eligible for the warranty or is out of warranty and you have T-Mobile Device Protection or Protection<360>, you can submit your claim online.
Here is the link where you file a claim online: https://www.t-mobile.com/support/devices/file-a-device-protection-claim.
Tricks to Help You Locate Your Phone If Lost or Misplaced
Although most of us try to take good care of our phones, it happens quite often that we lose or misplace them. Below are a few tricks that can help you locate your phone.
For iPhones: Use Find My iPhone app
This app is already pre-installed on every iOS device, so you can easily use it to find your iPhone, or other Apple devices (Apple Watch and iPad), but you’ll need another iOS device or a computer to find your lost iPhone.
For Androids: Use Google
Android uses Google’s own service to help you find your misplaced or lost phone. The feature is already built-in and can be used on any Android phone running Android 2.3 or later. To locate your phone, you’ll need to sign in to the Chrome browser on any other device using the same Google account you used on your misplaced phone. Then, type in ‘Find my phone’ in the search bar, and the map with the last known location will display as the first search result.
- Call your phone: sometimes your phone is near you or near the people you know. You may hear it ringing or vibrating, which helps you locate it.
- Send a text: If your phone is lost in a public area and a decent person finds it, it can help if a text is displayed on the locked screen. Make sure to text (ask a friend or use online services like txt2day.com) your contact info to your phone so that anyone who finds the phone will know your identity and how to reach you.
- Trackers: There are several tracking devices these days that can help you track your precious items. However, those trackers and their related apps must be set in place before your phone being lost or misplaced.
- Call T-Mobile: explain that you can’t locate your phone and ask them to help you out.
T-Mobile Lost Phone Claim
If your phone is lost or stolen and you are not able to locate it using the above tricks, you should call T-Mobile at 1-877-778-2106 to suspend your service and protect yourself against unauthorized charges.
If you have T-Mobile Device Protection or Protection<360>, you can submit your claim online.
T-Mobile Replacement Phone List
T-Mobile does not provide the exact list of their replacement mobile phones. In most cases, they offer refurbished phones that are currently available. The exact models constantly change and thus it makes no sense for them to list exact models.
If you would like to know what replacement phones are available for your exact case, call T-Mobile support at 1-800-937-8997 to talk to an expert.
How To Replace T-mobile Sim?
This can normally be done in two simple steps.
- Call T-Mobile support and make sure to have your account details such as account number, phone number, name, and address ready. Ask for a replacement SIM card.
- Ask them to deactivate the existing SIM card. At the same time, notify the agent as to whether the SIM card was lost or stolen.
Does The Insurance Company Replace T-mobile Phone If Lost, Broken, Or Damaged?
T-Mobile offers you T-Mobile Device Protection or Protection<360>, which offer you phone replacements. If you decide to insure your phone with a third-party insurance company, then you need to check the details of their offer. In many cases, you can expect to get a replacement phone, however, your insurance policy must cover those specific cases.
How Do I Switch My T-mobile Service From An Old Phone To A New Phone?
The process of switching your T-Mobile services from an old phone to a new phone depends on the type of upgrade you are performing. If you are upgrading to a T-Mobile phone, which means that the phone is compatible with the T-Mobile network, you simply remove the SIM card from your old device, insert it in your new one and you are good to go.
It is the same if you are upgrading to an unlocked phone purchased elsewhere. However, in that case, make sure to check the compatibility of the device in advance. Use T-Mobile’s webpage dedicated to checking compatibility (here it the link: https://www.t-mobile.com/resources/bring-your-own-phone).