## How to Handle Device Damage with T-Mobile
When your device suffers damage, it can be stressful to figure out what to do next. T-Mobile provides support for customers dealing with damaged devices, whether it’s a cracked screen, liquid damage, or other issues. Here’s a guide to help you through the steps of checking your device’s condition and understanding your options for repair or replacement with T-Mobile.
### Understanding T-Mobile’s Device Damage Policies
T-Mobile has specific protocols for dealing with device damage. Unfortunately, they can’t process returns or warranty exchanges for devices that don’t pass their condition check. This means it’s crucial to know the specifics before you proceed.
– **JUMP!® and JUMP! On Demand®**: Devices with damage are assessed at a lower value or might require an additional fee. Always check the terms and conditions specific to your program.
– **Trade-In Program**: Devices with screen damage may receive partial value but are not eligible for promotions.
– **Protection<360>**: If you have this plan, you can file a claim to repair or replace a damaged device.
– **Other Device Protection Plans**: Similar to Protection<360>, you can place a claim to replace your damaged device.
If returning a device via mail, T-Mobile will inspect the device upon receipt. Damaged devices might incur a reduced trade-in value or a fee, and prepaid customers will have the defective device sent back. In-store returns will involve immediate condition check and assistance with your next steps. For mailed warranty replacements, you must use the prepaid mailing label provided.
### Steps to Checking Your Device Condition
Before you attempt to return or repair your device with T-Mobile, inspect it carefully. Key areas to review include:
#### Screen & LCD Damage
Screen damage voids all warranties and generally can’t be accepted by T-Mobile. Remove any screen protectors and cases, inspect under good lighting at multiple angles, and look for:
– Cracks or chips connected to the screen
– Crushed or shattered screens
– Distorted or pixelated displays
– Unauthorized screen repairs
For T-Mobile Device Protection or Protection<360> users, find out how to process a claim [here](https://mytmoclaim.com).
#### Liquid Damage
Mobile devices have a Liquid Damage Indicator (LDI) that turns white when new and pink or red when exposed to liquid. Check locations like the SIM slot or under the battery:
– **White LDI**: No liquid damage
– **Pink/Red LDI**: Liquid damage present
– **Missing/Tampered LDI**: The device is out of warranty
Wearables may not have visible LDIs, so look for corrosion or moisture. If the LDI indicates damage, file a claim through T-Mobile’s Protection<360>.
#### Disabling Find My iPhone & Anti-Theft
Before returning your device, ensure that Find My iPhone or Android Anti-theft is disabled. Use [Apple’s guide](https://support.apple.com/en-us/HT201441) for iPhones or [Android’s instructions](https://support.google.com/android/answer/6160491) to turn off these features.
#### Checking if the Device Turns On
Your device should fully turn on and load the home screen. Programs like JUMP! require this, though buyer’s remorse and warranty exchanges do not.
### Repair or Replace Your T-Mobile Device
Accidents happen, but T-Mobile offers solutions for a hassle-free repair or replacement process:
– **Protection<360> users**: File a claim easily through [Assurant’s website](https://mytmoclaim.com) or call 1-866-866-6285. Schedule an appointment with Assurant at a T-Mobile Device Service Location.
– **Other Device Protection**: Follow similar steps as Protection<360>.
– **JUMP! On Demand®**: You may pay a fee for turning in a damaged device.
– **Manufacturer Repairs**: Some device manufacturers offer repair services for a fee. Contact them directly to explore this option.
For finding your nearest T-Mobile store, visit the [T-Mobile store locator](https://www.t-mobile.com/store-locator).
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