According to the T-Mo Report (link below), T-Mobile has made some changes to its in-house warranty program, Protection360. One of those changes is the decision to integrate its repair centers into select T-Mobile stores.
The T-Mobile customer support representative are now (supposed to) refer customers to a nearby repair store if they are looking for a warranty replacement. This is effective as of November 15th, 2021.
Customers who are within 30 minutes of a repair store location will be referred to that particular location before T-Mo makes any warranty exchange. This is to help customers get their device repaired in as little time as possible.
These retail stores are now equipped with a tool that determines whether a customer’s address is within driving distance of a repair location. If the address isn’t within 30 minutes, the customer will have to use the mail-in process.
There are exceptions, but the mail-in process can be treated as a last resort. The local repair will now first be attempted by store representatives to “save the customer’s time.”
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