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Re: T-Mobile S21 5G Warranty Exchange Problems
Update: I filed an Assurant claim after the above debacle which incurred a $99 fee for a "damaged" screen. I subsequently got hold of an India based CHAT rep who said the store rep should not have denied my mechanical exchange for a scratch in the screen and there is no such thing as a "fingernail" test per company policy to assess screen scratches. The T-Mobile rep credited my account the $99 for the Assurant claim. Kudos to T-Mobile but beware picking up an exchange phone in-store as their damage assessment is skewed because the store is worried about getting a back-charge for a phone that is later deemed damaged by T-Mobile. See below for company policy. Screen & LCD damage Screen damage (LCD or display damage) voids all warranties and can't be accepted. 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. Screen damage includes: Cracked screen Cracks or chips in glass that is connected to the screen (including edges) Crushed or shattered screen Not readable, pixelated, or distorted display Screen replacement or repair through an unauthorized third-party Scratches and scuffs can occur from normal use and can be accepted.6Visto0likes0ComentariosRe: Galaxy S21 5g Warranty Exchange
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.4Visto0likes0ComentariosGalaxy S21 5g Warranty Exchange
How do I get a rep to respond here? I calledbut 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 okayeda 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 failedthe 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 Screen & LCD damage Screen damage (LCD or display damage) voids all warranties and can't be accepted. 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. Screen damage includes: Cracked screen Cracks or chips in glass that is connected to the screen (including edges) Crushed or shattered screen Not readable, pixelated, or distorted display Screen replacement or repair through an unauthorized third-party Scratches and scuffs can occur from normal use and can be accepted.221Visto0likes1ComentarioT-Mobile S21 5G Warranty Exchange Problems
This is the problem… The less then a year old Samsung Galaxy S21 5g started to receive a "No simm card found" error. I took it initially to my local T-Mobile store where a young female employee declared it was an unlocked "non" T-Mobile phone and didn't qualify for any warranty (it was and is a T-Mobile phone bought from T-Mobile on my T-Mobile account). I left in frustration and called T-Mobile who provided a new simm card back at the same store. Problem continues. Contact T-Mobile and did over the air troubleshooting. The rep decided it qualified for a warranty exchange. The rep asked about damage and other then a light ¼scratch on the screen it was flawless. Therep said screen scratches weren't an issue. Thepolicy that screen scratches are acceptable is on T- Mobiles website for damage explanations. So a replacement is sent to the local store were the very helpful employee inspects the phone and said the condition is acceptable. Unfortunately after an hour he could not get the replacement phone functioning. He cancels that order and puts in for another warranty exchange replacement. The phone finally arrives at the same store. When I go in a different employee, the same female employee who told me a week earlier "it was not a T-Mobile phone" looks at the scratch (again, a light 1/4" scratch that a finger nail passes right over) and declares it damaged and therefore did not qualify for a warranty exchange. The same young man in the store that had helped me on the 1st warranty exchange was there but said it was her decision (he thought the phone was fine). I have now spent hours with T-Mobile who said they would "only" charge $99 (it should have been no cost other then a $5 fee). Not acceptable so T-Mobile shuffles me off to Assurant who after patiently listening to the whole story is going to exchange the phone for no cost (i.e. they waived the deductible). Question...why couldn't T-Mobile have resolved this? It was a tiny scratch that is explicitly allowed by T-Mobile's own policy on their website? How is it a 20-something T-Mobile store employee with attitude could summarily deny my exchange? As an aside I just spoke to an employee from that store who said they denied it because if they send it back in there is a tiny possibility that the store might be back-charged $700 for the phone so they "err" on the side of caution to protect the store's interest!810Visto1like2Comentarios