hey all,
Currently driving cross country in the U.S. My travel companion had an epic but tradgic encounter with his iPhone 7 and, unfortunately, it is no longer working. It was purchased through T-mobile about 5 months ago. Ironically, we signed up with T-Mobile specifically for phone financing and insurance. Went to the nearest T-Mobile store yesterday and began the claims process to get it replaced. He reveived an email from T-Mobile this morning stating the claim was denied. I made a few calls to customer service and they explained the specific line that the claim was made on did not have insurance.
We had been talked into the jump program at signing and were assured it included insurance. They claimed today that neither line was ever on the jump program, but the secondary line (my phone) even recently has received text messages about being enrolled in the jump program. I checked previous bills but they do not include itemization of that service. I explained several times that we were assured we had insurance by the store upon signing and that we wouldn’t even leave the store without cases. The CSR told me to call the store we purchased the devices from and explain the situation. She said they may take responsibility and replace the phone themselves. I have my doubts.
I’ve read around the internet that some T-Mobile stores are no longer offering the jump program and wonder if they may have turned it off on our account at some point? Has anyone had a similar experience? Also curious if anyone has advice in general. If tmo won’t replace the phone, we are kind of effed. We have a pretty strict budget and the deductible alone was going to off-set us. Let alone the $390 it costs to get a replacement from Apple or $300 it would cost to get even an old 6 to swap it out with.
Currently driving cross country in the U.S. My travel companion had an epic but tradgic encounter with his iPhone 7 and, unfortunately, it is no longer working. It was purchased through T-mobile about 5 months ago. Ironically, we signed up with T-Mobile specifically for phone financing and insurance. Went to the nearest T-Mobile store yesterday and began the claims process to get it replaced. He reveived an email from T-Mobile this morning stating the claim was denied. I made a few calls to customer service and they explained the specific line that the claim was made on did not have insurance.
We had been talked into the jump program at signing and were assured it included insurance. They claimed today that neither line was ever on the jump program, but the secondary line (my phone) even recently has received text messages about being enrolled in the jump program. I checked previous bills but they do not include itemization of that service. I explained several times that we were assured we had insurance by the store upon signing and that we wouldn’t even leave the store without cases. The CSR told me to call the store we purchased the devices from and explain the situation. She said they may take responsibility and replace the phone themselves. I have my doubts.
I’ve read around the internet that some T-Mobile stores are no longer offering the jump program and wonder if they may have turned it off on our account at some point? Has anyone had a similar experience? Also curious if anyone has advice in general. If tmo won’t replace the phone, we are kind of effed. We have a pretty strict budget and the deductible alone was going to off-set us. Let alone the $390 it costs to get a replacement from Apple or $300 it would cost to get even an old 6 to swap it out with.