Problems with a warranty exchange replacement

If the customer receives a replacement device that is damaged or defective, they have three (3) days from the date the order was delivered to notify T-Mobile.

After the customer files a warranty exchange, they may get their phone working or decide they no longer want the replacement device. If this happens:

• Advise the customer to return the replacement device:
  • If the package hasn't arrived yet, advise the customer they may refuse the shipment from UPS.
  • If the package has arrived, advise the customer to mail back the replacement device (instead of the defective device) in the provided prepaid return label. 
• If the replacement device is returned within 45 days from the return order:
  • The return for the defective IMEI is automatically closed. The system will not charge a non-return fee if received within 45 days of the order.
  • You don't need to follow up.
• If the replacement device was returned after 45 days from the return order:
  • A Non-Return Fee will be charged for the defective IMEI.
  • If the customer returns the replacement device after the Non-Return fee is charged, the system will not credit back the non-return fee systematically. Follow Non-Return Fee (NRF) research.
• If the customer must exchange the device later, the exchange form will require an Exchange Completed Claim override.

Use these steps if the customer did not receive the replacement order (delivered or lost in transit to the customer) or if the order received was missing the device or items.

• If the customer receives a replacement that is missing items, they have 30 days (14 days for Puerto Rico) from the date the order was delivered to request a replacement.
• If the warehouse did not receive the defective device, follow Non-Return Fee (NRF) research.
   

1. Check tracking on the shipment to verify when the customer received it.
   • Customer never received package:
     1. Wait 5 business days from the UPS status showing "Delivered" or not updating. 
        • The 5 days accounts for the shipping carrier showing incorrect status updates, packages that are dropped off at a secured location. 
          Example: Front desk of an apartment, issue requires more routing time
        • T-Mobile must be careful of this time frame, because devices reported as ONR are permanently IMEI blocked. If found, the customer cannot use them.
     2. If the UPS status is Delivered for more than 5 business days and the customer has not received the device, proceed to the next step.
     3. If the following UPS status has not updated in 5 business days, proceed to the next step.
        • Label created
        • Shipment ready for UPS
        • No status
        • In transit (with no movement for 5 days)
   • Missing items in the past 30 days (14 for Puerto Rico): Go to the next step.
   • Missing items over 30 days ago: It is too late to report missing items.
2. In Atlas, view warranty orders to identify the tracking number from order details.
3. Identify the order delivery date using the appropriate tracking site.
4. Review the items ordered on the Handset Order form. The only items available for Advance Exchanges are the device, battery, and charger.
5. Ask customers which items were missing from their orders.
   • If missing items should have been included in orders, continue to the next step.
   • If the missing items are not included as part of Advance Exchange orders, inform customers we are only able to ship the device, battery, and charger.
6. Perform a Network usage check if devices are the items missing from orders:
   • Network usage check has a 3-day delay in gathering device data.
   • If customers, another mobile number on their accounts, or someone in contact with customers are using the devices, do not submit replacement orders.
   • Inform customers our information shows the device is in use and memo their accounts.
   • Continue to the next step if the device is not in use.
7. Submit an Exchange to order a replacement device, battery, or charger. If an error message appears or you are unable to process a new warranty exchange, see Problems ordering a warranty exchange for validation errors.
   • Select Order/Shipping Issues as the Failure Reason Code.
   • Enter the original order number and missing item(s) in the Failure Information & Troubleshooting Steps Taken field.
   • Select the Express Shipping option on the form.
8. Inform customers the express shipping will be waived for their orders and credits should appear on their next billing statement.
9. Set an AADJ follow up in Samson for three business days to apply a charge level credit for the shipping fee and associated taxes.
10. Inform customers the lost device be blocked from T-Mobile’s network to prevent any unauthorized usage.
11. Set a follow-up for at least 45 days after order date to check and credit the Non-Return Fee:
    • The system cannot identify a Warranty Exchange order that has been reported as a Order Never Received.
    • Advise the customer they will continue to get reminders and will be charged a Non-Return Fee since the IMEI will never be scanned in. The NRF will need to be credited.
    • When following up:
      • Confirm there is no adjustment for the NRF, then adjust at the charge level.
        
      • Check if the customer is past due or will become past due from the NRF. Work with your coach to add a pending adjustment collection hold.
      • Memo the account with the following information: IMEI, Order #, Adjustment amount.
      • Advise the customer that the adjustment will appear on their next bill.
12. File a Handset Research form in Atlas.
    • Order Type: Advanced Exchange
    • Request Type: Order Never Received
    • Memos to include:
      • Customer didn’t receive device
      • Cancel the return advanced exchange order to prevent restocking fees for customers
      • A UPS claim must be filed

• Follow these steps if the customer received the wrong device model.
• Do not follow if customer received a different device color. Device color is not guaranteed for exchanges.

1. Submit an new warranty order for a replacement device using the original defective IMEI. Replace the advanced exchange order.
   • Select Order/Shipping Issues as the Failure Reason Code.
   • Enter the original order number and missing item(s) in the Failure Information & Troubleshooting Steps Taken field.
   • Select the Express Shipping option on the form.
   • Ineligible IMEI: Escalate to Team Manager or CEC-Operations Support to file a new exchange for the original device, using Exchange Completed Claim override.
2. Advise the customer the express shipping fee will be waived, and credits should appear on the next bill statement.
3. Set an AADJ follow up in Samson for three business days to apply a charge level credit for the shipping fee and associated taxes.
4. Advise customers to return the wrong items using the provided prepaid return label, located under the shipping label on the replacement device box.
   • If the customer is unable to locate or needs the label sent to them, find the original order in the Order Lookup tool and resend the return label from the Shipping information section to an email address.
   • The customer won't receive a Non-Return Fee. You don't need to follow up.
   • If the customer must exchange the device later, the exchange form will require an override.
5. Memo the account with "Customer received the wrong equipment" and the new replacement warranty order number.

During a warranty exchange, a transfer of coverage applies the warranty and iPhone activation status from original device to new device. If a customer receives a T-Mobile or Apple exchange replacement locked to another carrier:

1. In the iPhone activation status tool, check Applied Activation and Next Tether Activation policies.
   • If both show the same status and it does not include T-Mobile/Sprint (such as Verizon,) T-Mobile cannot immediately unlock it. Continue to step 2.
   • If both show a status that includes T-Mobile or Sprint, follow MDU: Postpaid eligibility.
   • If the statuses do not match, go to iPhone activation status.
2. Search IMEI in DMW to determine if device is sold by T-Mobile. If not, follow MDU: Mobile Device Unlock requests.
3. For a T-Mobile exchange, check Device Return Status. The original device may not have been received by the warehouse.
4. Check Find My iPhone and disable it. The original device may have Find My iPhone enabled, which stops the transfer.
5. Check if the manufacturer warranty is expired.
6. Escalate to your coach with:
   • Customer mobile number
   • Previous IMEI (that had the T-Mobile activation policy)
   • Current IMEI (that is locked to another carrier) 
7. Coaches follow MDU Escalations SharePoint Form process. Offline MDU team works with Apple to transfer coverage for any approved unlocks that fail for this reason.
8. Set expectations with customer that this is a manual process with Apple and may take 3 – 7 days to resolve depending on Apple's response time. 

If Android wearble is paired to a line on another account, follow Android Watch On-device Activations (ODA).

• Device condition checks
• Support and troubleshooting: Device Protection