Defective Device Replacement Policy

Effective Date: 10/24/18

 

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 Sprint 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 4G LTE 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 Sprint. 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“ or “Obtaining a Replacement Device for a Netgear 6100D“ below).

 

If you need technical support assistance outside of Mobile Beacon’s business hours, you may call the Sprint Technical Support team directly at (877) 879-5031. Please note that you are responsible for providing us with:

 

•  The name of the Sprint representative you spoke with

•  The date of the call

•  The Interaction ID number of the call

 

If you do not have this information, you will need to call Sprint back to get this information in order to initiate a replacement request through Mobile Beacon. Once you have this information, please email service@mobilebeacon.org with the subject line: Defective Device Replacement Request for [Organization Name].
The body of your email must include:

•  The MEID DEC number for each device you are requesting a replacement for. (The MEID DEC number is located on a sticker on the box your device was sent in, as well as the factory sticker under the battery of each device.)

•  The date of the call you had with the Sprint Technical Support team.

•  The name of the Sprint representative who deemed your device defective.

•  The Interaction ID Number from the Sprint Technical Support call.

Obtaining a Replacement Device for a NETGEAR 6100D:

If a new or open-box NETGEAR Gateway 6100D is deemed defective by Sprint within one-year of the date the device was shipped to you, Mobile Beacon will ship you a replacement device after we have received payment for the shipment cost of the replacement. An invoice will be sent for the cost of shipping and handling. 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 4G LTE service plan.

 

 

Obtaining a Replacement Device for a Mobile Hotspot:

For mobile hotspots that are deemed defective by Sprint within this one-year limited warranty period, Mobile Beacon will request a Return Merchandise Authorization (RMA) from Sprint. Please note that when this request is initiated, Sprint 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 Sprint of the defective device you are returning; however, if Sprint 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 4G LTE service plan.