Forum Discussion
Galaxy S21 5g Warranty Exchange
How do I get a rep to respond here? I called but was routed to the Philippines. They try hard but operate on a very strict "script". If the problem is convoluted or has been dragged out over several weeks they seem to get lost in the storyline. It's like being stuck in a loop. A T-Mobile phone rep had okayed a warranty exchange for mechanical issues (firmware/software...simm card errors). I could have had the phone sent straight to me but had it sent to my local store. Once at the store to complete the exchange a young girl ran her fingernail across a small scratch in the screen and said "It failed the finger-nail test...we won't honor the warranty exchange. It's damaged." (her nail made a tiny click as it crossed the scratch). Really...so if a 45 yo bigger man had been assisting me needless to say his nail would have skated across the scratch. How is this a test of anything other then one employee has thin nails that are filed? As far as I know scratches are allowed per T-Mobile policy (see below). The scratch was ¼" and caused zero screen display distortion, pixilating, etc. and became invisible as soon as the a webpage or picture was displayed. I use my phone for
Daño en la pantalla LCD
El daño en la pantalla (daño en pantalla LCD) anula toda garantía y no puede ser aceptado.
- Al inspeccionar una pantalla, primero retira cualquier protector de pantalla o funda. Inclina el dispositivo en buenas condiciones de iluminación e inspecciónalo desde varios ángulos. Los daños a la pantalla incluyen fisuras delgadas que son difíciles de ver.
- El daño en la pantalla incluye:
- Pantalla rota
- Grietas o astillas en el cristal de la pantalla (incluidos los bordes)
- Pantalla rota o muy deteriorada
- Pantalla no legible, pixelada o distorsionada
- Reemplazo o reparación de pantalla a través de un tercero no autorizado
- Los rayones y roces pueden ocurrir por el uso cotidiano y pueden aceptarse.
Update to my problem-I got hold of a T-Mobile rep based in India via CHAT at 11:30pm EST. On the 1st try he replied that there is no fingernail test for screen scratches per company policies. It's either a scratch or a crack and if the scratch does not affect the underlying LCD screen then it is acceptable. Unfortunately I had already filed an Assurant damage claim a few hours before as I have to have a phone for business. That was going to cost me $99 for a "damaged" phone vs the free original warranty exchange for a mechanical issue ("No simm card found" error). The T-Mobile rep said to proceed with the Assurant claim to get my phone faster and he then credited my account $99 to cover the Assurant deductible. So Kudos to T-Mobile for stepping up. As an alert for this one particular problem do not let a store employee use a scratch on your screen to deny a warranty exchange for a mechanical issue. Instead file your claim directly with T-Mobile and have the phone sent to your house.
