Forum Discussion
Do back glass cracks disqualifies for trade-in at T-Mobile?
Unless I'm reading it wrong or interpreting T-Mobile's document wrong, I don't think the trade-in policy disqualifies back glass crack. I'm talking about this T-Mobile support document https://www....
I can see that this topic has been around for a while and I know that it still is getting a lot of attention. I wanted to make sure that there is a clear answer to this question to avoid any further confusion. The device condition check that is done by our teams includes the screen and glass connected to it. It does not include the glass on the back, camera lenses, or things like that. If the glass on the back of the screen is cracked but the screen's glass and LCD are pristine, then the device should pass that part of the inspection. You do want to make sure that it meets the other requirements as well, of course, but at least this gives a definitive answer on the glass on the back of devices.
Hope this is helpful.
Robin wrote:Commenting to receive updates on this question because I am wondering the same thing. I saw the exact same terms and wanted to know if the back glass counts.
I reached out to T-Force, since no one answered my question here and they did confirm that I was correct.
The "Check the condition of a device" page that you shared yesterday is almost identical to the official internal policy page that customer care has access to on our side of things. It even has the same example pictures and everything! The policy is the same for both instant (in-store) trade-ins and deferred (ship-back) trade-ins. The only reason I can think of for the store adamantly denying a phone with any kind of damage is that this policy was recently updated within the last year. We used to be unable to accept devices with any kind of damage. Now, it's been changed to devices that meet all of the criteria outlines in the condition check page. This isn't to excuse my in-store teammates for their lack of resource usage, but to help explain where the outdated conflicting information is coming from.
