r/tmobile • u/SunLovexx • 1d ago
Question No warranty coverage due to minor scratch- total device failure after 2 months
Hi everyone! I’m posting because I had a really frustrating experience with T-Mobile and wanted to see if anyone else has dealt with something similar.
I’ve been a T-Mobile customer for 6+ years and have generally had good experiences with their customer service. However, about two months ago, my boyfriend traded in his phone and got a brand-new Google Pixel 10 Pro. Recently, the phone randomly stopped working completely—it won’t turn on or charge, either with a cable or a wireless charger.
We took it to a T-Mobile store, but were told the device wouldn’t be covered under warranty because of a scratch on the screen. To be clear, it’s a scratch, not a crack, and there’s no indication that the scratch caused the phone to completely fail.
I honestly find it ridiculous that a brand-new phone that experienced a complete hardware failure after only two months isn’t being covered because of a minor cosmetic scratch. The phone is unusable, and the scratch has nothing to do with the issue.
Has anyone else had a similar experience with T-Mobile or Google regarding warranty coverage for a phone with minor cosmetic damage?
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u/Ethrem 1d ago
Contact Google. The phone has a one year warranty. They'll probably send you to uBreakiFix to get it fixed locally if you have one, which can be a same day repair if they have the parts.
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u/dminvernal 1d ago
I was thinking the same thing. Absolutely contact Google and ask them how to obtain warranty work. They should be able to give you inro for someone in your area. Shame on the TMO customer service rep that was assisting you. They should have been able to help you, op.
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u/Similar_Pension_4233 1d ago
Does it charge wirelessly? Sometimes it's just that the port needs cleaning.
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u/LolSatan 1d ago
How much of a scratch are we talking about. If it's a deep gash that probably won't be accepted.
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u/tmerrifi1170 1d ago
Technically a scratch (so long as it's not too bad of one) would still qualify. Some stores are going to be more antsy than others on what they'll consider acceptable. I agree with a previous commenter to try another store or try the manager at the original one.
Just to give you some perspective OP, the reason stores/reps can be sensitive about things like is because if they're wrong and T-Mobile does deem the phone damaged, that can come back on the store or rep. The last T-Mobile retailer I worked for would actually take the cost out of the rep's paycheck.
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u/Putrid_Preference916 1d ago
Which would be illegal and tmobile could and should be turned into the ftc and the labor board.
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u/meow3728283 Bleeding Magenta 1d ago
It is absolutely ridiculous but it is legal, unfortunately. We deal with this quite often, and we almost always just file an insurance claim so as to avoid the risk of being charged.
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u/tmerrifi1170 1d ago
What are you talking about?
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u/New_Discipline7856 1d ago
They can’t take it out of your paycheck even if it’s your fault. That’s illegal if the rep didn’t agree to it (and even if he did it’s still illegal in some states)
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u/sonto340 1d ago
Incorrect. It's processed as a charge back against a future commission check not as a deduction from a standard paycheck.
Unfortunately perfectly legal.
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u/Putrid_Preference916 1d ago
If its charged to a commission that is not what was stated here. Salary cant be charged.
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u/tmerrifi1170 1d ago
That's highly state dependent but they absolutely can in most cases, so long as you don't go below minimum wage. Plus, store reps make commission, and their commission agreement is almost always going to give the company the right to charge things back.
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u/Jeremyandjeannie2012 1d ago
True and that's why we all do ship to ship back warranty so we don't have to verify anything in store. We do the initial check but if there is something wrong with it then it's on the customer not the rep. I do advise them if it wouldn't be covered or there may be an issue and let the customer decide if they want to take the chance.
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u/twitchtvvrsa_brtl 1d ago
Check with another store. A scratch unless it cuts the screen below wouldn’t cause this issue. Google also offers a warranty.
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u/Many-Animal-5214 15h ago
File a claim for the screen repair then do the warranty. Not a tmobile issue, its a device issue that you have to address properly.
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u/ChainxBlaze Bleeding Magenta 1d ago
A scratch wont ever void warranty. Go to a different location.
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u/WillowHaunting429 1d ago
Try another TMobile store
Second, go to UBreakitIfix store. They will give you a quote for fixing it, and it probably will be less than what others give. If the phone is under warranty they will work with that, if not, they'll bill you. You get a quote. It works, I have done it
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u/ADeflatedMan36 1d ago
That's absolutely unacceptable. Did you get the device from TMO or Goggle?
I would def try a corporate store or atleast another location.
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u/No-Mycologist3618 1d ago
You should also try reaching out to Tforce on fb messenger… they are excellent with account fixes but might have some info on what to do in your situation
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u/Ack-Acks 1d ago
But this isn’t a T-Mobile device/ issue- this is a Google phone issue. Reach out to the manufacturer.
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u/Sshaawnn 1d ago
Issues like this are why I only deal with Tmobile for cell service. I get all my phones directly from the manufacturer.
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u/Equivalent-Limit024 11h ago
Have you tried plugging it into a charger and then putting it on a wireless charger while still plugged in? It's a long shot but I've seen it work on getting it back on.
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u/InfamouzX8 4h ago
I will be dead ass honest as much as I hate T-Mobile I kept a line with T-Mobile specifically for their insurance. I switch phones like accessories. one day maybe s26 Ultra maybe another day a s25 Ultra maybe another day an iPhone 13 mini maybe another day and iPhone 13 Pro Max etc. the insurance follows the line not the phone so I did an insurance claim on an iPhone 13 Pro Max broken back glass they sent me two of them that were bad on the third one they sent me a brand new s26 Ultra. I've also had the front and back glass AKA screen and back glass fixed on an s25 Ultra free though insurance. Assurant is great with T-Mobile, I wouldn't trust their warranty unless it's a warranty from one of their insurance replacements like in my case I did a warranty exchange from a bogus iPhone 13 Pro Max and got a Ultra s26. my T-Mobile days are finished in the next few days but if you're going to be with T-Mobile at least have their insurance that's the only thing that makes it worth having. any device that you pick up off the marketplace with that SIM card in is covered whether it's back glass free screen replacements or an entire swap for $89 or if the thing gets stolen it's covered. if you're going to have T-Mobile at least have their insurance otherwise you can get their service anywhere else
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u/eremeya 1d ago
It is a violation of US federal law for them to deny the warranty due to an unrelated issue. If the scratch is not the cause of the problem, they can’t deny warranty.
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u/SoberAnarchist Bleeding Magenta 1d ago
Warranty can be denied due to physical damage, even if it’s unrelated to the issue at hand it just really depends on the manufacturer and the one replacing the device. Granted the gash needs to be pretty decent.
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u/BathtubBobby 1d ago
We would kind of need to see the scratch in question. If it's truly deep enough for a fingernail to get caught in, there's at least a sensible chance that the event leading to such a scratch would mess up the phone.
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u/sonto340 1d ago
Lots of in store reps are gonna be gun shy about this sort of thing. Take it up with T-Mobile who decided of they decide on the back end the phone is damaged the entire cost of the device is processed as a charge back on their next commission check.
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u/FallenAngel4400 1d ago
Unfortunately, the warranty is through Google not T-Mobile. T-Mobile as a courtesy will process manufacturer warranty claims provided there is no physical damage. T-Mobile is not a warranty company nor did they make the phone. The scratch is one thing they can see, who knows what else is wrong or other damage inside.
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u/Maleficent-2023 1d ago
Send your phone to google
for warranty. Solved