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Damaged Device

Frequent Visitor

Damaged Device

Be careful when signing up with them. There is no insurance so they leave you high and dry if you damage it. That's the case for me. I'm very careful with my phones but somehow I dropped it and cracked the screen. I haven't even had the device for 3 weeks and I was told "There's nothing we can do because we have no insurance plan available." Stuck with a cracked 7 plus. Great Job XMobile.
Valued Contributor

Re: Damaged Device

I'm sorry to hear about your phone. Unfortunately, most mobile carriers do not offer insurance for their phones so we need to be extremely careful when handling expensive phones like yours. I ordered the cheapest phone from Xfinity Mobile, the LG X-Power, so I didn't think I'd need to purchase insurance for it but I ordered a nice $8.95 ArmorBox case for it off of Amazon to give the phone some protection. For more expensive phones, I can get the insurance from 3rd party providers that can be found on Google and other search engines. Contact Apple to see if they will replace the screen for you for a small charge.

New Poster

Re: Damaged Device

  1. Man MadDAMAGED S8PLUS SAME DAY AS ACTIVATION...AND THEY REFUSEDTO SEND ME A NEW ONE... YOU WOULD THING THEY WOUD OFFER PROTECTION...NO,,,NOTHING,,NAdA ,ZILTCH,,, AND THE PHON ISNT USABLE....
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Regular Contributor

Re: Damaged Device

My son's phone (LG X Charge) is one week old and yesterday started acting very strangely plus it now has a 1/2-3/4 inch black strip in the middle to the screen from top to bottom. It turns itself off and on and goes willy nilly through various apps.  No he did not dop the phone. It does have a protective case around it. I spent over and hour with chart and another hour plus with a mobile specialist. They created a ticket for it and said a new phone would ship and we should have it by Monday or Tuesday. So far I have seen no followup emails on this so now I am wondering if it is really going to happen. Since the phone is still only $1, can I order a new phone with a new # (he ported his old number) just to be on the safe side. There are only the two of us so no third party to assign another number too. Supposedly he can replace his current SIm card into the new device once we receive it. So far we had been pretty problem free on the mobile switch. 

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Frequent Visitor

Re: Damaged Device


@Moni_013 wrote:
Be careful when signing up with them. There is no insurance so they leave you high and dry if you damage it. That's the case for me. I'm very careful with my phones but somehow I dropped it and cracked the screen. I haven't even had the device for 3 weeks and I was told "There's nothing we can do because we have no insurance plan available." Stuck with a cracked 7 plus. Great Job XMobile.

I thought there was a $12 a month insurance plan that XMobile offer.  Should be after/before when it ask you if you want the 'By the Gig' or '$45 a month' plan.  Unless you're talking about a different kind of insurance.

Frequent Visitor

Re: Damaged Device

I understand your frustrations with your phone being broken after spending money on it a couple days ago. What I don't understand is your frustration with XMobile because you broke your device. Your only point is Xmobile didn't pre install insurance on your plan, which you would then complain that they are adding things without your consent.  Take responsibility for your mistakes. XMobile does have an optional insurance service that you could have added to your device, but you obviously chose not to. In fact, the handset protection program that XM provides is just one of MANY that are available to get when you buy a new device. Here is some of them for future references. 

 

Mobile Rhino ProtectCell GoCare Worth Ave. Group SquareTrade
Monthly rate $130 per year $100 for one year ($130 for premium devices); $140 for two years ($200 for premium devices) $8 month-to-month, $70 for one year, $130 for two years, or $150 for three years $148 for two-year phone coverage $8 month-to-month, $100 for two years, $130 for three years
Accidental damage coverage Yes Yes Yes Yes Yes
Mechanical damage coverage Yes Yes Yes Yes Yes
Theft/loss coverage Yes Yes, for an additional fee No Yes No
Deductible $100 $50 to $200 $75 $50 $75
Claim limit 2 within a 12-month period or $1,000 worth of merchandise (whichever comes first) 2 within a 12-month period or $1,500 worth of merchandise (whichever comes first) Unlimited Unlimited Limited to original phone purchase price over a two-year period
Eligibility window N/A N/A N/A N/A Within 30 days of purchase for Apple devices
New replacement device? No; refurbished No; refurbished Refurbished and new Reimbursement for damaged devices Reimbursement for damaged devices or refurbished replacement
Other benefits Overnight shipping Data backup service available Loaner phones   Reimbursements for repairs at local service shop/Apple Genius Bar

 

.Here are 12 super durable iPhone 7 and 7 Plus cases that you'll have to try pretty hard to break:

  • The Defender Series Case. ...
  • The MySymmetry Series Case. ...
  • The Kim Parker Aegis Case. ...
  • The Defense Lux Case. ...
  • The Survivor Summit Case. ...
  • The iGlaze Armour Case. ...
  • The Tough Air Case. ...
  • The Radius Aluminum Case.

And that Samsung Galaxy S8 Guy.

 So obviously the issue is not with Xfinity Mobile, it's you....

But all is good because you learn from your mistakes but more importantly, you pay for them. Smiley Happy 

Official Employee

Re: Damaged Device

Hello all. A few things about upgrades and insurance: 

 

If you’ve had XFINITY Mobile for 12 months or longer, you’re eligible for a phone upgrade. Eligible customers can upgrade their phones once a year, every year. 

 

XFINITY Mobile customers who purchase a phone on a Device Payment Plan (DPP) may be eligible to upgrade their phone after 12 months. In order to qualify for an upgrade after 12 months, customers must have paid off at least 50% of their DPP, be in good standing, pay applicable upgrade fees, purchase a new XFINITY Mobile phone with a line of service, and turn in their old device in good working condition. Upon verification of device condition, XFINITY Mobile will waive the remaining DPP balance. Customers can buy their new phone outright, or start a new DPP. 

 

If you're enrolled in the XFINITY Mobile Protection Plan, upgrade costs are covered with that plan. 

 

 

 

patgeary, assuming your phone isn't physically damaged, it sounds like a warranty exchange was done. I've seen your private message and will respond there. 

 

KenF

 


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Regular Contributor

Re: Damaged Device

Just got a shipping notice for my son's replacement phone. Thanks you KenF for your assistance on getting this resolved.

Official Employee

Re: Damaged Device

 

patgeary, fantastic! Thanks for your patience!


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