T-Mobile is at it again and improving their customer service through a guarantee that you will be satisfied with their coverage. The eligible customers are the ones who are on the JUMP! On Demand plan – the plan where you sign up to pay for a device in installments but are allowed to upgrade 3X per year with no upgrade fees. All you have to do is trade in your device.LCG

The Lifetime Coverage Guarantee not only helps keep customers happy who may move locations where T-Mobile’s coverage is not as good, but it also helps new customers try out T-Mobile with no financial risk. This is especially good for customers on AT&T and Verizon who are looking to save money, but fear having lesser service. As an AT&T customer myself, my fear is once I switch to T-Mobile, I may have lesser coverage which is more important to me than saving a few bucks.

So with T-Mobile’s new guarantee, if at anytime you are not satisfied with your coverage, and want to switch to another carrier, they will reimburse you for up to a full month’s service. In addition, they will unlock your qualified smartphone(which I’m guessing needs to be paid off), so you can use it at another carrier. If you happen to be a new customer, T-Mobile will completely refund you the cost of what you paid for your device on top of the month’s service.


According to the press release, here is how it works:

How it Works

  • New or existing Simple Choice™ customers sign up for JUMP! On Demand with an eligible device.
  • If at any time you aren’t completely satisfied with T-Mobile’s coverage and want to switch, we’ll reimburse up to a full month’s service and completely refund your device OR unlock it so you can use it somewhere else:
    • If you aren’t satisfied with your service within 30 days, you can return your device for a full refund, and we’ll reimburse any service costs.
    • After the first 30 days, if you want to leave and continue making interest-free device payments with JUMP! On Demand, you simply need to call us or visit one of our stores and we will have your device unlocked so you can keep it and use it elsewhere. And you’ll receive a refund of your current month of service.
    • As not all devices may be fully compatible with other wireless networks, customers should consult with T-Mobile’s customer care or retail sales team to understand with which networks their device is compatible.
  • You must call us or visit a participating T-Mobile store to enact your Lifetime Coverage Guarantee benefits before cancelling or porting service to another company
  • Customers who cancel service and remain on a T-Mobile financing program will lose any promotional pricing credits and return to standard JUMP! On Demand pricing for their phones.
  • FAQs
    What phones are covered by the Lifetime Coverage Guarantee?

    • All phones included in JUMP! On Demand with Extended Range 4G LTE are covered.

    Who can take advantage of the Lifetime Coverage Guarantee?

    • All customers who purchase an eligible device on JUMP! On Demand can take advantage of the Lifetime Coverage Guarantee.

    Is this available to T-Mobile @Work/business customers?

    • Yes, absolutely.

    How long does the guarantee last?

    • The benefits of the guarantee are good as long you are using that phone on T-Mobile and current on your payments.

    What happens if I want to leave in less than 30 days?

    • You can cancel service and return your device for a full refund of  service charges and device costs.
    • If you’d like to keep your device with interest-free financing but cancel service and have it unlocked, you must have paid your first full month’s bill.

    What are all the charges that T-Mobile will cover if I leave? Will you pay for me to switch back to my old carrier?

    • T-Mobile will cover monthly service charges, taxes and fees.
    • You are responsible for any 3rd party or incremental services or features that you’ve added to your phone.
    • T-Mobile will refund your SIM starter kit cost and you will not be charged for restocking.
    • All fees associated with start up at another carrier are not covered.

    Will T-Mobile pay for any services/features I’ve added to my phone during the last month of service?

    • You are responsible for any 3rd party or incremental services or features that you’ve added to your phone.
    • T-Mobile will cover monthly service charges, taxes and fees.

    What about handset insurance? Can I keep that through T-Mobile if I cancel service?  If I don’t have it, can I sign up for it when I cancel service?

    • If you did not initially sign up for handset insurance (PHP), then at time of cancellation, you will be able to sign up for PHP, when you call us or visit one of our participating T-Mobile stores, without a 3 point inspection.

    How is this program different than T-Mobile’s existing remorse policy?

    • This program enables you to return your device within 30 days and receive a full refund for your phone purchase and your monthly service. Additionally, beyond 30 days, you can cancel your service at any time, received up to a full month of service refund, have your iPhone unlocked and even keep your interest free financing plan. Our standard remorse policy for these devices allows for return and refund of phone purchases within 14 days.

Selfishly, I would love to see AT&T match this plan because where I live my service has worsened dramatically over the last 6 months and I’m looking for a change.


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