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.
I agree with Troyy108. They make terms of the trade-in process very vague so that you can send the phone. I'm glad that I recognized the scam and trusted my instincts before sending…. I will say that what you are hoping (getting a high value with a cracked back) will not work well for you. I was promised up to $800 trade-in value for my iPhoneX to merge to T-mobile from Sprint. In the store, they told me to ship my phone and gave me a box. I asked them what the value was. They told me that I had to wait until 2 billing cycles for the credit to post on my account. Something didn't seem right. After a few days, I called before I shipped. I learned that I accepted an offer of $0 for my phone (perfectly clean iPhone, no damage). After some back and forth, they offered me $158 for a 64GB clean iPhoneX. I've already researched the market value on Ebay and FB marketplace. I decided to keep my phone and pay $800 for an iPhone13. I won't mention the multiple instances of unprofessionalism that I had to deal with in the store. I had to literally trick the rep in going to the back to "check the lockbox" to actually search for the product I was asking for. He came back with 3 different colors after telling me 3-4 times that he didn't have them… I digress. Before you do anything, I suggest that you call customer service and have them give you a value over the phone. Tell them that the back screen is cracked and ask them does that decrease the value. And if they don't know, ask to speak to a supervisor or someone who does. Then in this way, when you are 100% honest up front, they cannot lower the value after shipment for a bogus reason. Have them write everything in the notes and ask for a case number. Confirm with the supervisor that it is in the notes. When the time comes, they have a reference of what was promised to you. And they WILL honor that as long as they put it in the notes. Correction of the issue may look like monthly credits to your bill. If they give you 12 months to fulfill the credits, ask for 6 months. This from my experience. Do your research before going into a store and call customer service in their presence, if needed. I will miss Sprint, who paid for my Tidal, Hulu, and my yearly AAA membership. My bill was $100 for 2 lines. Most importantly, I will miss Sprint for their honesty and transparency.
