Logistics_Warranty Claims

Hassan Riaz Chaudhry Updated by Hassan Riaz Chaudhry

Customer Questions

My Phone is not working, how can I return it?

First, you will have to check, on which date the phone was delivered to the customer and verify if a return is eligible or not. The return period for all devices purchased from US Mobile is 14 days from the date of delivery.

If a customer reaches out to return the device within 14 days of receiving it, you may email them the RMA form, which the customer will have to fill out to submit to us for initiating the return process.

Please use canned response: Phone RMA on emails only.

If a customer reaches out to return the device after 14 days of receiving it, you may suggest claiming a warranty for any problem pertaining to the device.

What is the time period within which a customer can claim a warranty?

All mobile devices purchased from US Mobile come with a one year manufacturer's warranty from the date of purchase.

How can a customer claim warranty?

Customers will have to directly approach the manufacturer for claiming the warranty according to the steps mentioned below. The warranty process differs from manufacturer to manufacturer. Below is the list of manufacturers and the processes which the customer will have to follow for claiming the warranty for their phone.

Manufacturer

How to claim a warranty

NUU

  1. Contact authorized local distributor of NUU.
  2. They will have to call NUU Mobile Service Center to obtain information about the authorized distributor in their area and regarding how to file a warranty claim. NUU Helpline: 844-688-3365.
  3. Ship the phone to the local distributor. 

Visit this link for more information: https://us.nuumobile.com/warranty/

Motorola

  1. Customers will have to submit a claim online by visiting the following link: https://accounts.motorola.com/ssoauth/login?locale=us_en&appid=ZI2FIY5LS7R8EE1WJBZ6MUBHXUF517H7&TARGET=https://motorola-global-portal.custhelp.com/cc/cas/sso/redirect/mcp/service/open/request.
    They will have to create a Motorola account or sign in with their Gmail account.
  2. They will have two options to either visit the closest Motorola authorized repair centers or mail the device to the authorized repair center.
  3. Visit this link for more information: https://motorola-global-portal.custhelp.com/app/repair-faqs 

Note: Upon creating a Motorola account or signing in with their Gmail account, the instructions are very clear and communicated clearly on the Motorola website. Encourage the customers to sign up/log in for better guidance.

Palm

  1. Customers will have to submit a claim online by visiting the following link: https://palmsupport.zendesk.com/hc/en-us/requests/new 
  2. Palm will contact the customer for further details followed by a shipping label to mail them the phone for repair/return.
  3. Visit the following links for more information

https://palmsupport.zendesk.com/hc/en-us/articles/360033252432-How-to-Initiate-a-Return-or-Exchange

https://palmsupport.zendesk.com/hc/en-us/articles/360031385611-US-Carrier-Unlocked-1-Year-Warranty-Palm-com-

Apple

  1. Customers can go here: https://getsupport.apple.com/ , select iPhone and choose the option which best fits the issue they are facing.
  2. If they choose to bring the device in for a repair, they will need to sign using an Apple ID to proceed further.

Visit this link for more information https://support.apple.com/iphone/repair/service

Techless

  1. Customers can email support@techless.com for any claim. For a return, customers can email here hi@techless.com
  2. Ship the phone to Techless
  3. Visit these links for more information: https://techless.com/terms-of-service and https://techless.com/return-policy

I need proof of purchase, where can I find it?
You will have to email the customer for sending the invoice from the order page of the specific phone order on Admin Portal.

PSS Questions

Are there any circumstances under which we can accept the return of a phone after the 14 day return period is over?

Yes, there are some circumstances under which we can accept a return, please consult with the logistics team for the following:

  1. If customer contacted for return within a 10 day period following the end of their 14 day return period.
  2. If the customer is extremely frustrated and is not willing to claim a warranty from the manufacturer.
  3. If the customer is a long term customer, at least 2-3 years.
  4. If the customer has a genuine reason due to which they could not contact us for returning the phone within 14 days.
Always consult with the logistics team if you are confused about anything.

If a customer's warranty claim period is over, can we do anything for them?

You can recommend that they have the phone repaired out of warranty and can offer them service credits as compensation for a certain percentage of costs that may be incurred on them (for having it repaired out of warranty).

Always consult with the logistics team if you are confused about anything.

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