TMobile 360 Protection - Screen Protector

magenta_shaun

    the 360 device protection says that I may take my phone to any retail location to have my screen protector replaced. I bought the screen protector at a retail location but am being told the protector is not covered because I did not purchase it from corporate store. I called T-Mobile and attempted to get answers using the T-Mobile app. None of the reps know about this. Has anyone experienced any issues getting the screen protector replaced when it was purchased at a non corporate store?

      All replies

      • tmo_mike_c

        We do offer coverage for the screen protector but it'll need to be one purchased from our branded retail locations as well as be placed on by one of our Experts. You can find this and other info on our Protection<360> and Device Protection page.

          • magenta_shaun

            I viewed the website and it’s reads retail location and not branded retail location. All of the stores look the same. This type of marketing strategy is not good. The website should say cooperate owned retail locations if that is what they are attempting to imply.

              • tmo_chris

                I sincerely apologize for the confusion. Was the store that you visited only selling T-Mobile service or were there other service providers available. If this was a T-Mobile only store, I would recommend that you reach out to our T-Force team on Facebook or Twitter using the links in my signature so that we can take a closer look at all the specifics and determine the next best steps.

              • jaydilla33

                Horrid response. You should have offered a solution to her problem instead of nice words that pushes the issue on the next guy. If I would have been working for t mobike I would have apologized for the confusion, made a effort to reAch out to this person's local TMobile store to get then a new screen installed and then worked on where the confusion was and how to rectify it. -1 on customer service for this issue.

                • magenta10603443

                  Okay, so I have 360 protection and I had been getting my cracked screen replaced in store by a store associate. Then, the last time I tried to get one for myself and my husband's cracked screens, the employee told me that they didn't have it in stock. They gave me a card with a website for screen replacements and to go on it and file the claim there. So, I couldn't get anything through that website. I went back to the Tmobile store and another employee told me that the system would only let him order one screen, when I have been paying insurance for both devices. I told him to order both and he said he couldn't. So, long story short, I was able to convince him to order both screens. But, he had them sent to my home. If they don't want to replace screens then why offer screen protection plans? So now what? I'm not getting any more screen replacements? As a company, if you want to KEEP customers, you might want to try to help out your customers instead of lying and giving the run around. I had no problems replacing screens in the past. If you're going to offer a protection plan, make sure you have the necessary equipment to replace screens as advertised. I am so done with cell phone companies. It makes me sick to know that no one cares about doing the right thing anymore. How's this? I'll make it easy for you. Don't offer plans if you're not willing

                  to make it right. Makes me wonder why I'm still paying insurance if Tmobile employees aren't going to fulfill their end of the bargain. If it was us, a customer, who had failed them, the company, they would have a hay day and charge us up the yin yang. It seems it's only okay for companies/businesses to screw people over, but consumers are not allowed to without serious repercussions.

                • macirog75

                  Re: TMobile 360 Protection - Screen Protector

                  I am being told that I don't qualify because the screen protector wasn't installed ON THE DAY I GOT MY DEVICE. My device was an insurance replacement and they didn't have the protector in stock, so I am being told I am out of luck. What a scam!

                  • gg_daboss

                    Okay same thing has happened to me. Yesterday I went to a TMobile to replace my screen and they had told me that I didn’t have the 360 protector screen on my phone when I know I do have because I paid for it when I bought my XR. What’s even more stupid is that I had called too only for them to say the same thing. I then signed up on my phone later on, onto the TMobile app to see that it does say I do have it on this phone. It’s ridiculous, also I know I have the 360 protector screen on my phone cause I’ve already gone 3-4 times to change the protector screen and they were a big help. But today I went to a TMobile store only for them to shut me down saying that I didn’t have it. It’s stupid

                    • magenta10604823

                      This policy is horrible!  I had a similar experience as others on here.  Went in to the TMobile store and they had to order the screen protector and have it delivered to me.  Now I am unable to get another one since I did not have it done in the store!?  The simple fix to this lame policy would be to just put a cap on the number of screen protectors they allow per device.  So just put a total of say 5 for the life of the device!  I think most people would be fine with that.  If not that, they need to make an exception for people who have their screens delivered because they are not in stock at the store.  And if they are not going to do that... they should at least tell you in the store at the time that if you do go with the delivered option, you forfeit any more free screen protectors going forward!  Again... not that hard TMobile!

                      1 of 1 people found this helpful