Do back glass cracks disqualifies for trade-in at T-Mobile?

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.

I called tmobile service with this question, then waited on hold for one hour 45 minutes, then tweeted to them, then after another two hours they responded to my tweet, but they did not answer the question. it is pretty amazing that no one at t-mobile seems to be able to answer this simple question.   I am still waiting for a response on twitter. 

newly switched and now the full monty starts---

screwed over by Tmobile

I saw someone say to replace the screen yourself.. I just wanted to come on and say that for Apple products they have their own "screws" that hold the screen in place. A good friend of mine replaced screens and told me that if apple sees non-apple screws they know the screen was replaced and any warranty will not be honored. I'm not sure if something like that gets checked for trade-in phones.. but figured it was worth saying. 

If I replace the back glass with one that doesn't have the IMEI number at the bottom will that disqualify it for replacement? I assume so

Same situation is happening to me right now. And I think my case is even more unfair.. and the best word to describe my situation is ..ROBERY... this is a robery... on Nov 26 I took the promotion that they had for black Friday.. I was supposed to trade my galaxy S9 and I took the S21.. they took my order over the phone ( by the way I have 3 lines.. 3 phones; 1 galaxy s20 and 2 s9) .. couple days later I recieve the phone and I tranfer all the Info to the new phone and I was ready to send the s9 over. I called and tmobile send me the label .. I printed and I went to the mail office and send it. .. wait couple of day... and I called to make sure they received by Dec 5 or 6th.. the customer service agent told me they did receive it and everything  was ok.OK..  my bill for December and January I saw the credit reflected on my account.... but for Feb I noticed they were charging my bill without the credit..  I've been calling and spending hours over the phone explaining the situation and they ended up saying ... ohh we recieved an s9 Blue and the order says purple.. ( they put the wrong info on the returned.. instead of putting the s9 information of the phone I was calling and wanted to trade.. they did the order on my oder phone the one that I called even though I told that person that day that I wanted to trade in the s9 blue)... now they are saying you need to pay for the phone... I told them fine let's say it's my fault for not reading the returning label and putting wrong phone requested on the label.... when are u going to give me my phone back.. the one that I sent ... they said SORRY WE CANT GIVE YOU THAT PHONE BACK... I went ballistic.. that's the most cynical way of scamming ppl... this is theft... So.. they want to charge me the full amount of the phone and on top they will keep my old phone even though they admitted is their fault from the beginning..  we should get together and do a social media protest.. this is wrong.. my email is Davidrodas@msn.com.  Check out David Rodas (@DavidTheSpartac): https://twitter.com/DavidTheSpartac?t=UQy_85e98BjI3HKU4HUoFg&s=08

Ig. @Davidcitorodas

HeavenM wrote:

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. 

 As much as I want to believe a shattered back glass doesn’t affect trade-in, “should pass” is not a “definitive answer.”