Defective phone or device

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