Defective devices

    Find information about defective phones and warranty information.

     

     

     

     

    What's considered defective

    Devices 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.

     

     

    What's not considered defective

    • 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.

     

     

    Defective examples

    In the below table, we provide examples of devices that are defective and would be charged an Out of Warranty fee:

     

    Liquid exposureCracked screenPhysical damage
    liquid2.jpglcd2.jpgdamage2.jpg

     

     

    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.
    • 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.
    • 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 do not disclose phone damage you are subject to a nonrefundable Out of Warranty Fee (dependent on model).
        • If you do not have Premium Handset Protection (PHP) on your account, you have the ability to order a replacement phone through My T-Mobile.
        • If you do have Premium Handset Protection (PHP) on your account, you can file a claim.
          Note: Customers enrolled after 7/14/2013 may file a claim online or call 1-866-866-6285. Customers enrolled before 7/14/2013 may file a claim online or call 1-866-268-7221.
            • You will need the following information:
                • Make/model of the damaged, lost or stolen equipment
                • Date the device was lost, stolen or damaged
                • Credit card number or bank account number paying for the deductible
                • Shipping address for replacement