Screen protector replacement for Protection 360®

Use this page to learn about Protection 360® screen protector coverage. Replacements are only processed In-Store.

What's included

Check out benefits and included coverage.

  • Unlimited $0 in-store replacements for eligible ​screen protectors in the event of:
    • Cracked or defective screen protector
    • Device was replaced by T-Mobile, Apple, or Assurant for warranty or damage, and the replacement device needs a screen protector. (does not cover lost/stolen replacements)
  • This is a benefit included in Protection 360® Screen protector coverage only applies as long as the device stays active on P360.
  • Coverage is good for the life of the device, but it does not carry over to a new device when upgrading. During an upgrade, a new screen protector MUST be purchased.
  • Replacement options may vary depending on the customer's device model.
    • PureGear Liquid Glass may be the replacement option if a traditional screen protector is not available.
    • PureGear Liquid Glass may show as the replacement in the Order Portal, and the PureGear Liquid Glass Screen Protector will ship directly to the customer.

Eligibility

Review who's eligible for the feature and who qualifies for replacements.

✔ Eligible❌ Not eligible

Device requirements:

  • Device must be on an active line
  • Currently covered by Protection 360
  • Any manufacturer, including BYOD, tablets, and wearables

Screen protector requirements

  • Screen protector MUST have been purchased at T-Mobile for the device that is currently enrolled in P360.
  • The screen protector purchase can have occurred at any time, regardless of when P360 was attached to the line.
    Important: Overriding the initial screen protector purchase using the P360 Screen Protector Replace reason code makes it ineligible for future $0 replacements and will not reflect in the P360 Screen Protector Lookup tool.
  • Screen protectors purchased at a discount via a promotional offer would be included and eligible for the screen protector replacement benefit.
  • Only screen protectors from the following brands are eligible: GoTo (PureGear), Zagg, and Case-Mate.
  • Case-Mate protectors/bundles:
    • Case-Mate is a screen protector/case bundle that is only sold at T-Mobile stores in Costco/Sam’s Club locations.
    • Case-Mate screen protectors are qualified for the Screen Protector Replacement Program and can be replaced with the compatible GoTo screen protector of the respective device.
    • Screen protectors purchased for the exterior/notification screen on foldable devices are eligible for the screen protector replacement benefit.

Ineligible devices:

  • Replacement devices received from a lost or stolen device protection claim
  • New devices and device upgrades 

Note: The customer must purchase a new screen protector for the new or replacement device when they receive it. After they purchase one, it will be covered for screen protector replacement as long as they stay enrolled in P360.

Ineligible screen protectors:

  • Screen protectors not sold by T-Mobile
  • Pre-installed screen protector on a foldable screen: See details on Foldable screen support. There may be a fee for replacement.
  • Liquid Glass screen protectors (This product was sold at T-Mobile stores, but it is ineligible.)
  • Screen protectors included or pre-installed with the device (Not purchased separately)
  • Screen protectors damaged or removed by a third-party
  • Camera lens protectors
  • Sprint screen protectors purchased before November 1, 2021 are not eligible.
  • Sprint screen protectors that were purchased on Sprint.com.
  • Misapplied screen protectors: See Misapplied Screen Protectors. 

 

SOC details

Get the SOC details so you can add the plan.

  • If Protection 360 is active, coverage automatically applies to eligible screen protectors.
  • No additional SOC or feature is required.

Replacement process

Learn how to replace a damaged screen protector.

Replacements can only be processed In-Store. (Care is unable to verify full eligibility and unable to verify the screen protector is damaged.)

Care does not order replacements. There is no escalation in Care to order one.

Refer customers to the nearest store for replacements

  1. Check initial eligibility using the P360 Screen Protector Lookup. Never order replacement screen protectors.
  2. Visit the T-Mobile Store Locator page to confirm store status and hours. The customer can visit any branded retail store, whether corporate owned (COR) or an Authorized Retailer store.
  3. Call the retail store in advance. Advise the store that the customer will be visiting.
  4. Provide the retail store number to the customer.

Store refuses to help a customer / refers a customer to call Care

  1. Confirm the customer had P360 to be for the replacement. See Eligible above.
  2. If a store refuses a customer who is eligible for a replacement, that's a customer mistreat. Report the customer example to your Team Manager and include:
    • Store address:
    • Date customer was in the store:
    • Customer MSISDN: 
    • Reason the store did not replace the screen protector: 
  3. Refer the customer to a store for replacement. 
    • They may choose a different store, or escalate to the store manager's supervisor.
    • Advise the customer: Unfortunately, I do not have a tool to order this replacement, but we have confirmed that any of our Retail stores have access to a tool which can order replacements if the store is out of stock.
  4. Team Managers: Share all examples with the CEM for device protection.

Use Retail screen protector replacement steps: In-Store.

  • Never tell the customer to call Care for replacements. Care does not order replacements. There is no escalation in Care to order one.
  • Refusing to help the customer In-Store is a customer mistreat.