Problems ordering a warranty exchange

Use this page if there are issues placing a warranty exchange order. Atlas can take up to 72 hours from the last day of use to show IMEIs or mobile numbers.

For issues after the order is placed or after the customer receives it, see Problems with a warranty exchange replacement.

Important Reminders

  • Devices within the Buyer’s Remorse period should not be processed through the Warranty Exchange program. See Buyer's Remorse for program guidelines.
  • Before processing any exchange, perform all troubleshooting to determine if an exchange is needed.

Device Validation Errors

Use when you receive any error messages when validating devices during the exchange process.

HELPFUL HINT: To ensure accuracy in order creation, ensure you are using IMEI1 of the device during the Device Validation step. Atlas/Tapestry may display IMEI2 as IMEI1, especially when customer is using eSIM.
 

Messages Steps

Available device is a different model or variant
  • If customer accepts the new model/memory, continue with the order.
  • If customer does not accept the new model/memory, do not continue with the order. Instead, contact your Team Manager.
  • Once validated, a BTA order will be placed.

Code does not match any device
  • The device is not present in the device history.
  • After verifying the device is owned by the customer or was received via a previous warranty exchange, select Add Device, enter IMEI, and engage the appropriate leadership to process the override.

Code has already been validated
  • Device has already been validated with a previous quickcode.
  • Locate device in device history and continue with the exchange.

Ineligible: Device is blocked

See IMEI blocking and unblocking for steps to unblock the device.

Ineligible: Non-T-Mobile device

Or

Ineligible Device:  The Device was not shipped from any T-Mobile distribution center and is not supported by T-Mobile. 
Important:  Do NOT process an exchange for this device type

Validate phone was purchased through a T-Mobile channel by locating the SKU.

  • EIP agreement / Order lookup / DASH (shipping information blade)
  • Retail: POS, EIP Agreement, Order Lookup


SKU not located: Device is non-T-Mobile

  • Devices purchased from National Retailers: National Retailers may offer a unique SKU or a SKU not sold by T-Mobile. In that is the case:
    • Atlas Order Lookup tool shows where a device was purchased. Use Order Lookup: Atlas.
    • Customer must return to the national retailer for warranty exchange support.
  • Devices not purchased from T-Mobile Retailers: 
    • See Manufacturer warranty for exchanging non-T-Mobile devices.
    • BYOD P360: Use File a claim: Device Protection. The extended warranty from Assurant starts after the original device manufacturer warranty ends.


SKU located: Customer purchased device from T-Mobile or received it as a prior warranty exchange from Apple or Assurant

  1. File a ticket by going to Home - Compass  and searching for "Warranty Exchange: Non-T-Mobile Device."
  2. Provide the required information.

Multiple devices with the same last 4 of the IMEI. Enter Quickcode or full IMEI
  • Two or more devices in device history have the last four digits of an IMEI.
  • Enter a quickcode or the full IMEI.

Not a valid code
  • Use the last four digits the IMEI if a quickcode doesn't work.
  • Contact your Team Manager to perform an override.

Unable to validate code. Enter IMEI

Enter the last four digits of the IMEI or the full IMEI if the system times out.

Completed claim for this IMEI exists on this account. Verify IMEI or select Add Device

There is already an exchange order created for this IMEI. A duplicate exchange cannot be created.

  1. Set a follow up with the customer.
  2. Confirm if the following situations apply to the customer.
    • Customer refused original exchange and never used replacement
    • Missing shipment (customer never received the package from UPS)
    • DOA replacement device (customer sent back replacement and kept defective device)
  3. If the situations apply, check if the order was placed for in-store fulfillment:
    • Not for in-store fulfillment: escalate to Team Manager. They perform an exchange completed claim override.
    • For in-store fulfillment: 
      • If the exchange was fulfilled same day, refer the customer to the retail location to complete a post void. See Warranty exchange steps: In-Store.
      • Escalate the exchange request to your Team Manager. Include:
        • BAN
        • MSISDN
        • Device name (Make/Model/Color/Memory Variant)
        • IMEI1:
        • IMEI2 (Dual SIM with eSIM only)
  4. Team Manager: See Warranty exchange escalations.

No Replacement equipment is available or device missing on Add to Cart page.
  1. Check if the device is on the Warranty Unsupported Models list.
    • If device is on the list, follow steps in Warranty Unsupported Devices steps.
    • If device is not on the list, continue to next step below.
  2. Validate the phone was purchased through a T-Mobile channel by locating the SKU.
    • EIP agreement / Order lookup / DASH (shipping information blade).
    • Retail: POS, EIP Agreement, Order Lookup.
    • SKU not located: Device is non-T-Mobile: See Manufacturer warranty for exchanging non-T-Mobile devices.
    • SKU located: T-Mobile device covered in the Warranty Exchange program:
      • File a ticket by going to Home - Compass  and searching for "Warranty Exchange: No Replacement Available."
      • Provide the required information.

Incorrect Device shows or usage isn't current

File a ticket by going to Home - Compass  and searching for Warranty Exchange: Missing Device Usage.

  • BAN:
  • MSISDN:
  • IMEI:
  • SKU:
  • Device Description (Make/Model/Color/Memory Varant):
  • Screenshot of error: (important for validating the issue) 

Retail: Ready for Pickup - unable to locate the customer order
  1. Confirm an inventory check has been completed for the order number.
  2. Contact service desk to have a service desk ticket filed. Provide them with the following information:
    • Order number
    • BAN
    • MSISDN
    • IMEI

Invalid Form Request
Invalid Form submitted, please refresh page and resubmit.
  1. Select Close on the message.
  2. Select Back to Eligibility.
  3. Retry the request.

Refer to Apple Block

Devices covered under the Apple Limited Warranty, AppleCare Services, or AppleCare+ are not eligible for the T-Mobile Warranty Exchange Program. If the customer is advised to contact Apple, this is based on confirmation from Apple that the device is still under warranty or an active service program. In these cases, customers must be referred to Apple for warranty support.

 

  1. Visit the Apple Check Coverage site to see if customer is covered.
  2. If customer is covered by Apple Limited Warranty, AppleCare Services or AppleCare+, direct them to Apple, as Apple is required to support devices under their warranty. Otherwise, continue to step 3.
  3. Once you have verified the Apple device is out of warranty or not covered by one of the coverages in #2, verify if customer is covered by T-Mobile Device Protection (ex: P360).
    • If customer is not covered by T-Mobile Device Protection, they must either pay out of pocket with Apple to repair the device, or they can upgrade to a new device.
    • If customer is covered by T-Mobile Device Protection, support them via a Warranty exchange.

If necessary to create a Compass ticket, escalate to your appropriate leadership. Once the ticket is resolved, attempt to process the exchange, if needed. Compass tickets will be worked as soon as possible, but if SLA extends past 7 days, escalate to your leadership or contact Frontline System Experience Warranty Exchange.

Warranty Expired

Follow these scenarios for customers who have or do not have JUMP!, Device Protection or P360 coverage.

  1. Conduct troubleshooting in Atlas to determine if an exchange is needed.
  2. Verify the JUMP!, Device Protection or P360 option the customer has supports extended warranty. (If their SOCs don’t support extended warranty, offer device upgrades instead.)
  3. Confirm customer is the original owner of the device and they purchased it through a T-Mobile channel.
    • If device does not belong to the account, DO NOT process an exchange.

Exception: Customers who have had a change of responsibility may exchange a device from a previous account.

  1. File a device exchange if appropriate.
    • Process device replacements within Customer Care or Retail. Do not direct customers to Assurant.
    • BYOD P360: Use File a claim: Device Protection. The extended warranty from Assurant starts after the original device manufacturer warranty ends.

  1. Review Upgrade orders: Care and Equipment Installment Program (EIP) & JUMP! to educate customers about their upgrade options.
  2. DO NOT process exchanges if the device’s warranty expires on today's date because they will have already expired.

Warranty Escalations

Follow these steps for Apple and CAT device escalations.

For issues where customers has no replacement options through Apple or T-Mobile, follow the steps in AppleCare support > Apple escalations.

If a CAT device multi-year warranty is not recognized without P360, follow these steps:

  1. Confirm the customer is within the 2-year warranty period, using the warranty lookup tool to find the first-use date.
  2. Confirm the customer is not covered by P360 extended warranty. (If they are, use the extended warranty. No other steps are needed.)
  3. Collect the following information and email the Frontline System Experience Warranty Exchange mailbox.  
    • Subject line: CAT devices multi-year warranty not recognized (without P360)
    • BAN:
    • Mobile Number:
    • First date of use:
    • IMEI:
    • Device make/model/color
    • Memory variance:

No Device History

Learn how to handle situations where there is no device history.

Due to the high potential for abuse and non-return fees, do not use the Add Device function until all of the below steps have been verified.  

  1. Conduct standard troubleshooting to fix the device and determine if an exchange is needed.
  2. Verify the customer's device protection feature supports extended warranty.
    • If the SOC doesn’t support extended warranty, offer a device upgrade.
    • Apple replacements: Customers who have previously processed exchanges at Apple stores and receive error messages when attempting an exchange are not eligible for a warranty replacement. Direct the customer to Apple for support. See AppleCare support.
  3. Confirm the customer is the original owner of the device.
  4. Confirm the device was either purchased on the account or recently received as the replacement device for a  warranty exchange on the account.
    • It may take up to 72 hours from the last day of use for Atlas to show IMEIs or mobile numbers.
    • If not originally purchased or received on the account, do not process an exchange. 
    • If the customer performed a COR, the device may have come from the previous account.
  5. Verify the customer is in possession of the device. Never use an IMEI that is not physically in the customer's possession.
    Example: IMEI is previously returned or IMEI is on a canceled order.
  6. Engage the appropriate leadership to provide an override using the Add Device function to manually add the IMEI.

Device Unknown or Liquidated

Learn how to handle situations where devices are unknown or liquidated.

  1. Verify the JUMP!, Device Protection or P360 option the customer has supports extended warranty. If their SOCs don’t support extended warranty, offer device upgrades.
    • Customers who have previously processed exchanges at Apple stores and receive error messages while attempting to process exchanges are not eligible for a warranty replacement.
    • These customers must process future exchanges with Apple.
  2. Confirm customer is the original owner of the device and they purchased it through a T-Mobile channel. If the device being used do not belong to the account, do not process an exchange except for customers who have had a change of responsibility.
  3. Conduct standard troubleshooting to determine if exchanges are needed.
  4. If filing an exchange is appropriate:
    • In Warranty Lookup Tool, confirm under the "Description" column the device shows Unknown device, and it corresponds to the correct IMEI listed in the "IMEI" column.
    • If the requirements are met, engage appropriate leadership (if necessary) to file a ticket by going to Home - Compass, and searching for Warranty Exchange: Unknown Device and provide the required information.
  5. Set a follow-up with your customer for seven (7) days to provide the final resolution or check if you need to escalate.
  6. If the Compass ticket does not resolve the issue within seven days, perform the following: 
    • Reattempt the order.
    • Forward the above information and the ticket number to your Team Manager or Customer Solutions Manager.
    • If the issue is forwarded to CEC-Team Manager, set a follow-up with your customer after three (3) days to provide the final resolution.

Assurant P360 for BYOD

Learn how to handle Assurant P360 for BYOD device situations or issues.

  • If a customer has P360 for BYOD, any replacements for defective devices with electrical/mechanical issues are processed through Assurant.
  • T-Mobile does not process these devices as warranty exchanges.
  • If Assurant refused to help replace the device or referred the customer to T-Mobile, follow Problems with features & claims: Device protection for any claim issues.

Unsupported Devices Warranty

Learn how to handle unsupported device warranty situations or issues.

If the device appears in the Unsupported devices warranty list, follow the Unsupported devices warranty steps and review the Exceptions listed.

Device/Model Effective Date

SAM NP545XLA BK GO 5G 128G (GALAXY BOOK GO)

6/1/2023

SAM W767P BOOK S 256G (GALAXY BOOK S)

6/1/2023

QUALITY ONE - ARLO GO 2

10/19/2023

MOTOROLA G PLAY 2023

2/1/2024

SAM SMW737 32G SLV (GALAXY BOOK 2)

5/7/2024
ML 700 LINELINK 5/21/2024
Acer Chromebook 511 9/17/2024
LEN 100E 4TH GEN  12/31/2004
MOTOROLA RAZR Swarovski® (Silver) 10/23/2025
MOTOROLA G Stylus (Beige) 11/6/2025
Samsung Chromebook GO 1/28/2026

  1. Inform customer T-Mobile no longer supports warranty exchanges for that device.
  2. Ensure all troubleshooting steps are completed. If the device issue persists:
  3. Refer customer to contact the device manufacturer but explain the manufacturer may not offer exchanges for this device, but may be able to provide advanced troubleshooting.
  4. If the customer calls back and the manufacturer was unable to resolve the issue:
    • Has P360: Direct customer to contact Assurant at 866-866-6285.
    • Does not have P360: Educate customer on upgrade options and current promotions.

  • Motorola G Play: Device is supported for in-warranty exchanges through Motorola directly. 

  • Motorola G Stylus (Beige Only): This device is only sold in National Retail and Metro channels. Direct customer to original point of sale for support.

  • ML700 LineLink: Device is not supported for exchanges through T-Mobile, OEM or Assurant. For more information, see T-Mobile LineLink | T-Mobile Support  or LineLink Home Adapter and Support.
  • Acer Chromebook 511: Device is not supported for exchanges through T-Mobile. Refer customers to Acer directly. See Support and warranty: Acer Chromebook 511 for more information.