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 ...
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.
