Normally I’m all about how great T-mobile’s customer service is. But here’s an exception – their handset insurance policy.
When we bought our 3 Nexus Ones (Nexuses One? Nexi Ones? Nexus Three?) there was no insurance available. We didn’t know that because the ordering process was so terrible. At some point a few weeks later T-mobile / Google / Asurion quietly made the Premium Handset Protection Bundle available for the N1. It’s $2.60 / month with a $130 deductible. With a two year commitment to these phones all three of us must have insurance.
But there’s a catch – you have to sign up for the Premium Handset Protection Bundle within 14 days of ordering the phone. Well that was a problem for me, since 1) it wasn’t available within the first 14 days and 2) even if it was we wouldn’t have known to ask for it. As far I can tell they still don’t mention it on google.com/phone. So if you’re ordering an N1 you need to somehow know to call T-mobile and add the PHPB (with-in 14 days).
The insurance must be added within 14 days of opening your account, upgrading a handset, or completing an account change of responsibility. Wait – what was that last one?
Me: Is there any way I can add insurance to my phone now?
T-Mo Rep: Not at this point, it has to be done within 14 days…
Me: But if I transfer my whole account to my wife I can add insurance?
T-Mo Rep: That’s correct.
Me: I would like to initiate a change of responsibility for this account.
T-Mo Rep: No problem.
About an hour and a half of phone calls later the whole account has been transferred to my wife (still billing to the same credit card), and all three N1s have insurance.