T-Mobile Loophole

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.

Published by Brian

Grappling sometimes, but mostly just trying to get others to grapple.

Leave a comment

Leave a Reply