My wife and I are trying to take advantage of the promotional phone trade-in offer to upgrade our paid off phones to a newer phone. One of the phones has a cracked back glass, a Samsung Note 10+. The crack has the spider web lines spread throughout the entire back of the phone. The rest of the phone works as normal with nothing disqualifying the phone for trade-in; according to their guidelines listed on this page by T-Mobile: https://www.t-mobile.com/support/devices/device-troubleshooting/check-the-condition-of-a-device#heading1
No LCD or Screen damage
No Liquid damage
The device turns on
Find my IPhone and anti-theft disabled- Will Factory Reset.
There is no guidance on whether or not back glass damage is a disqualifier for trade-in or a reason to value the phone for less.
The trade-in value for the Note 10+ 5G is $68.00, with the promotional trade-in offer for a S23 phone is $500.00 via monthly credits.
I've gone through multiple threads from the previous years; with a 50/50 split of people with the same issue, are getting the full promotional offer and others getting disqualified or a reduced promotional offer.
At the end of the day we you can't get past the contract that binds you from sending the new device back and get your old device from T-Mobile. The ball is in their court, they decide whether you get a full/partial/no valuation for your trade-in phone. While you get stuck with whatever they offer you. Hopefully this document gets updated soon so current and future customers feel more confident about trading in their phones.
