fbpx

Defective Device Replacement Policy

Effective Date: 2/17/22

 

All new or open-box devices purchased from Mobile Beacon have a limited one-year warranty from the date such that device was shipped to you. Devices that are determined by T-Mobile Technical Support to be defective within this time period are eligible for a replacement. The replacement device will be the same or similar in price and function. If no replacement is available, Mobile Beacon reserves the right to refund you the price you paid for the device (excluding shipping and handling) and any full, unused months remaining on your associated service plan.

 

Determining Whether a Device is Defective

If your device is not working properly, please call Mobile Beacon at (401) 934-0500 between 8:30 AM – 5:00 PM ET and, if necessary, we will facilitate a technical support call with T-Mobile. Please have your device available when calling for support. If a Mobile Beacon representative is on this call with you, no further action is needed on your part. (Skip to “Obtaining a Replacement Device for a Mobile Hotspot.“

 

If you need technical support assistance outside of Mobile Beacon’s business hours, you may call the T-Mobile Technical Support team directly at (877) 879-5031. Please note without the following information there may be a delay in resolving your device(s)’ issues:

 

  • – The Interaction ID is critical if we need to work with T-Mobile Technical Support to resolve any ongoing issues or to process a warranty replacement for you. We strongly recommend asking T-Mobile for an Interaction ID at the beginning of any call because they might not proactively provide you with one.
  • – The name of the T-Mobile representative who helped you.
  • – The date of the call.

 

If you do not have this information, you will need to call T-Mobile back to get this information in order to initiate a replacement request through Mobile Beacon. Once you have this information, please email [email protected] with the subject line: Defective Device Replacement Request for [Organization Name].

The body of your email must include:

  • – The Serial number for each device.
  • – The date of the call you had with the T-Mobile Technical Support team.
  • – The name of the T-Mobile representative who deemed your device defective.
  • – The Interaction ID Number from the T-Mobile Technical Support call.

 

 

Obtaining a Replacement Device for a Mobile Hotspot:

For mobile hotspots that are deemed defective by T-Mobile within this one-year limited warranty period, Mobile Beacon will request a Return Merchandise Authorization (RMA) from T-Mobile. Please note that when this request is initiated, T-Mobile will immediately cancel service on the defective device as part of their process.

 

The RMA kit for the defective device typically arrives within 7-10 business days.  Please note: You are responsible for (i) returning the defective device within the time period specified in the RMA instructions and (ii) for returning the device and associated parts.

 

A replacement device may be shipped out prior to the receipt by T-Mobile of the defective device you are returning; however, if T-Mobile does not receive the defective device within the time specified in the RMA instructions and 100% intact, your replacement device will be deactivated and the data will be blocked and you are responsible for paying the full cost of the replacement device plus any associated shipping and handling fees.

 

The replacement device will be the same or similar in price and function. If no replacement is available, we reserve the right to refund you the price you paid for the device (excluding shipping and handling) and any full, unused months remaining on your associated service plan.

Attention! Update on Mobile Beacon's Hours

Our office will be closed on Monday, July 4th in observation of the holiday.

Starting July 5th and running through Sept. 2nd, Mobile Beacon is changing our hours of operation. Our office will be open from 8 AM to 6 PM EST Monday through Thursday and 8 AM to 1 PM EST on Friday. You can always email our team at [email protected] or call our 24/7 Technical Support line at 877-879-5031.