Exchange a defective device

    To return a defective phone, Contact Customer Service. When you call, we will first attempt to troubleshoot your phone so you can avoid a replacement if possible.

     

    If you choose not to file an exchange with us, you still have other options available to you:

     

    • Return the phone to the manufacturer: You can return phones directly to the manufacturer if they do not want to participate in T-Mobile’s phone replacement program. To do so, please contact your phone's manufacturer directly.
    • Upgrade your phone: You can also perform a handset upgrade to pay a low out of pocket price for a new phone, and have the option to pay the remainder of your phone balance over 24 months.
    • File a claim with Assurant: If are enrolled in Premium Handset Protection (PHP) you can file a claim online.

     

     

    Replacing your phone

    Once you receive the replacement phone, you must return the defective phone to T-Mobile to complete the exchange.

     

    When receiving a replacement phone, you have three available shipping options:

     

    • UPS Ground shipping: Included in the $20 Service Warranty Fee (plus any applicable tax) for delivery within seven business days.
    • UPS Express shipping: $19.99 plus $20 Service Warranty Fee (plus any applicable tax) for delivery within three business days excluding weekends and holidays. UPS Express shipping is not available to PO Boxes, Military addresses that contain APO AE, or prepaid customers.
      • Next Business Day: $5 (Available only to Premium Handset Protection Bundle and Premium Handset Protection Extended customers).

       

       

       

       

      Related pages

       

      Return & replacement FAQs