About defective phones & devices

Defective phone or device details

Phones are generally considered to be defective and covered under the manufacturer's warranty or limited warranty (for refurbished devices) if the phone has stopped properly functioning due to no fault of the user. For example, a software malfunction would typically be considered a defect of the phone.

 

Phone damage not considered defective includes:

  • Cracks in or damage to the phone case indicating that the phone has been dropped.
  • Damage indicating that the phone has been exposed to liquid.
  • LCD damage such that the phone screen has cracks or blue spots.
  • Evidence that the phone has been modified or tampered with.

 

Important: Damaged phones are not eligible for exchange or Device Trade-in.

 

See examples of equipment charged an Out of Warranty fee for different reasons:

 

Liquid damage
liquid1.jpgliquid2.jpg

liquid3.jpg

 

 

Cracked or broken screen
lcd1.jpglcd2.jpg

lcd3.jpg

 

 

Physical damage to other parts
damage1.jpgdamage2.jpg

damage3.jpg

 

 

  • Important: If you do not disclose phone damage and submit a phone under the phone replacement program you are subject to a nonrefundable Out of Warranty Fee up to $300 (dependent on phone model).

 

 

Warranty information

Liquid and physical damage

If it is determined that your phone has liquid or physical damage, T-Mobile will not be able to exchange your phone. Liquid or physical damage is not covered by the manufacturer warranty.

 

If you have Premium Handset Protection (PHP) on your account, you can contact the insurance company, Asurion, and file a claim.

 

If you do not have PHP on your account, you will need to replace the phone. You have the ability to order a replacement phone through My T-Mobile. Once you have accessed the website, select Shop, and then select Upgrade.

 

Important: If you do not disclose phone damage you are subject to a nonrefundable Out of Warranty Fee of up to $300 (dependent on model).

 

 

Warranty details

If you purchased a new T-Mobile phone, it is under a manufacturer's warranty for 12 months from the date it was first used on the T-Mobile network OR the date you received the phone, whichever is earlier.

 

If you purchased a refurbished T-Mobile phone, it is under T-Mobile's limited warranty for 90 days after receipt of the phone OR the remainder of your 12-month service agreement, whichever is longer.

 

Note: Phone warranties are not transferable from one customer to another. T-Mobile does not support warranties for any devices that were not purchased through T-Mobile or an authorized T-Mobile dealer.