Does T-Mobile exchange phones under warranty?

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John Richards - 06 Nov 2006 01:38 GMT

My Motorola RAZR V3 (bought eight months ago) suddenly won't
turn on, nor does it respond to the charger. I tried a known good
battery but it made no difference. Since the phone is still under
warranty, will any T-Mobile store exchange it for a refurbished
phone?

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John Richards

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Steven J. Sobol - 06 Nov 2006 01:42 GMT

> My Motorola RAZR V3 (bought eight months ago) suddenly won't
> turn on, nor does it respond to the charger. I tried a known good
> battery but it made no difference. Since the phone is still under
> warranty, will any T-Mobile store exchange it for a refurbished
> phone?

I can't see why not.

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Cyrus Afzali - 06 Nov 2006 18:05 GMT

>> My Motorola RAZR V3 (bought eight months ago) suddenly won't
>> turn on, nor does it respond to the charger. I tried a known good
[quoted text clipped - 3 lines]
>
>I can't see why not.

I can and it's called T-Mobiile policy. Once you've had your phone
beyond a small initial time frame, you have to do everything through
T-Mobile's centralized warranty process. Basically, as long as you
haven't had your phone a year, they'll send you a new one via mail (or
faster if you pay additional). You'll also get a box to return your
non-functioning phone.

They will test that non functioning phone to make sure that it's not
working as a result of abuse or something you did that's not covered
under warranty. But all of this has to be done through T-Mobile's
centralized process.

Stores do have discretion on some things, such as doing upgrades if
you've had your current phone less than a year and a few other things.

I learned what I know about this process as part of a tortured
existence with two Palm Treo 600s; the last of which was exchanged for
a Blackberry in a T-Mobile store at the subsidized price. But I found
many stores that didn't want to do the upgrade for me and T-Mobile
CSRs themselves refused to do it for me.

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elmer5 - 07 Nov 2006 01:45 GMT

I doubt they will exchange it unless you're within 30 days of purchase, but
I've heard it being done. It depends upon how charitable the manager wants
to be. Doesn't hurt to ask... just don't be disappointed.

Last winter I bought a T-Mobile Prepaid Sidekick 2 via Amazon. Everything
worked great for several months when it just wouldn't turn on anymore. Hard
and soft resets did nothing. Called T-Mobile and got a RMA for warranty
replacement. T-Mobile promises a 10 day turnaround for warranty exchanges,
but I called every other day for 3 weeks only to hear varied excuses
regarding its status. Nobody had a clue what to tell me. Finally I learned
that T-Mobile's receiving department lost my phone and never routed it to
their exchange department. That rep stated it would take another 10 days for
research to be conducted. That night, I E-mailed their Executive Relations
department and actually got a replacement Sidekick 2 within 3 days.

So... if you have warranty replacement problems do not hesitate to contact
their Executive Relations department. They will help.

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Victor - 10 Dec 2006 13:50 GMT

Okay, first you're a prepay so things are different. Second, you're
wrong. If you're a T-Mobile customer and got the phone from them, the
will replace the unit for up to 1 year (usually via phone and mail, I
don't know about their stores). Your "30 days" is probably just for
prepay.

> I doubt they will exchange it unless you're within 30 days of
> purchase, but I've heard it being done. It depends upon how charitable
[quoted text clipped - 21 lines]
>> warranty, will any T-Mobile store exchange it for a refurbished
>> phone?

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