Do back glass cracks disqualifies for trade-in at T-Mobile?

Well I already returned a device over the mail with a broken glass and I got a message from T-mo yesterday saying that the trade in was approved and credited. I’m guessing it is covered. Just unacceptable that T-mobile representatives in store and some over the phone doesn’t know the actual policies.

I reached out to T-Force, since no one answered my question here and they did confirm that I was correct.

The "Check the condition of a device" page that you shared yesterday is almost identical to the official internal policy page that customer care has access to on our side of things. It even has the same example pictures and everything! The policy is the same for both instant (in-store) trade-ins and deferred (ship-back) trade-ins. The only reason I can think of for the store adamantly denying a phone with any kind of damage is that this policy was recently updated within the last year. We used to be unable to accept devices with any kind of damage. Now, it's been changed to devices that meet all of the criteria outlines in the condition check page. This isn't to excuse my in-store teammates for their lack of resource usage, but to help explain where the outdated conflicting information is coming from.

That makes no sense whatsoever. If I sent in a phone that didn't work, why would I be so upset when they didn't accept it? Everything I wrote is true. I had my s9 for 3 years with 0 damage. The back glass cracked just a couple months prior to sending it in. I'm not sure why you feel the need to say I'm lying about my phone what purpose does that serve for you? I simply felt the need to warn people to not send their phones in with cracked back glass when it can easily be fixed for $18. 

I called tmobile service with this question, then waited on hold for one hour 45 minutes, then tweeted to them, then after another two hours they responded to my tweet, but they did not answer the question. it is pretty amazing that no one at t-mobile seems to be able to answer this simple question.   I am still waiting for a response on twitter. 

if you were looking for an agent to give you an answer the site here is not where you will get that..this is  mainly peer to peer with a few moderators to keep order.

for answers your best bet is either via FB or Twitter.

I agree with Troyy108. They make terms of the trade-in process very vague so that you can send the phone. I’m glad that I recognized the scam and trusted my instincts before sending…. I will say that what you are hoping (getting a high value with a cracked back) will not work well for you. I was promised up to $800 trade-in value for my iPhoneX to merge to T-mobile from Sprint. In the store, they told me to ship my phone and gave me a box. I asked them what the value was. They told me that I had to wait until 2 billing cycles for the credit to post on my account. Something didn’t seem right. After a few days, I called before I shipped. I learned that I accepted an offer of $0 for my phone (perfectly clean iPhone, no damage). After some back and forth, they offered me $158 for a 64GB clean iPhoneX. I’ve already researched the market value on Ebay and FB marketplace. I decided to keep my phone and pay $800 for an iPhone13. I won’t mention the multiple instances of unprofessionalism that I had to deal with in the store. I had to literally trick the rep in going to the back to “check the lockbox” to actually search for the product I was asking for. He came back with 3 different colors after telling me 3-4 times that he didn’t have them… I digress. Before you do anything, I suggest that you call customer service and have them give you a value over the phone. Tell them that the back screen is cracked and ask them does that decrease the value. And if they don’t know, ask to speak to a supervisor or someone who does. Then in this way, when you are 100% honest up front, they cannot lower the value after shipment for a bogus reason. Have them write everything in the notes and ask for a case number. Confirm with the supervisor that it is in the notes. When the time comes, they have a reference of what was promised to you. And they WILL honor that as long as they put it in the notes. Correction of the issue may look like monthly credits to your bill. If they give you 12 months to fulfill the credits, ask for 6 months. This from my experience. Do your research before going into a store and call customer service in their presence, if needed. I will miss Sprint, who paid for my Tidal, Hulu, and my yearly AAA membership. My bill was $100 for 2 lines. Most importantly, I will miss Sprint for their honesty and transparency.

I saw someone say to replace the screen yourself.. I just wanted to come on and say that for Apple products they have their own “screws” that hold the screen in place. A good friend of mine replaced screens and told me that if apple sees non-apple screws they know the screen was replaced and any warranty will not be honored. I’m not sure if something like that gets checked for trade-in phones.. but figured it was worth saying. 

Troy I’m not sure if your being entire honest sound like your making up excuses for sending a phone that clearly doesn’t work. If your needing to go into this much detail well there’s a lot more your not telling us which fine I’ll just have make sure remember the miasma that spews out of your mouth.