Preguntas frecuentes sobre el cargo por dispositivo dañado

The Damaged Device Fee is applied when a device is returned as defective for a Certified Like-New Replacement device, but is found to have been misused, has liquid damage, hardware alterations or unreasonable wear and tear.

Use our Check for Physical Damage page to see if your device has any of these types of damage.

You'll be notified by email if a Damaged Device Fee is assessed. The email should contain pictures of the returned device, including:

• Written details, with arrows pointing to specific damage areas
• La etiqueta de la identificación única del dispositivo
• Shipping box to demonstrate that the damage did not occur during transportation

Notas:

• Los dispositivos no se pueden devolver una vez que el depósito los recibe.
• Es imprescindible que tengas una dirección de email precisa y actualizada en tu cuenta y en el pedido de reemplazo de equipo, de manera que podamos contactarte sobre tu dispositivo.

The exact fee depends on the level and type of damage, but it can equal the retail price of the device. The minimum fee depends on the type of device:

• $99 para teléfonos básicos y otros dispositivos conectados
• $299 for smartphones and tablets
• $329 for iPhone® 6 and newer

For more information, check out our Check for Physical Damage page to learn more about the types of damage that may result in a Damaged Device Fee.

Los tipos de daño que pueden generar un cargo por dispositivo dañado incluyen:

• Charging port damage
• Daño en la pantalla del dispositivo
• Liquid damage
• Physical damage
• Unauthorized modifications or alterations to hardware. Examples include:
  • Bezels (cases) that involve opening the case and removing the original bezel
  • Non-factory device color
  • Non-removable battery/back panel (Doesn't include back panels that can be removed for battery access)
  • Device screens that have been replaced by a customer or non-authorized agent
  • After-market decorations that are affixed permanently to the device
    • Note: Most of these alterations are cosmetic but since they involve opening the device's case in a way that voids a manufacturer's original warranty, these changes may result in a Damaged Device Fee.

    Check if your device has any of these types of damage with our Check for Physical Damage page.

If your device is damaged, go to our How to replace a lost, stolen or damaged device page for replacement options.

No, si entregas tu dispositivo como defectuoso por uno de reemplazo certificado como nuevo, no podemos enviarte el dispositivo de regreso ni arreglarlo.

If your device is damaged, go to our How to replace a lost, stolen or damaged device page for replacement options.

Sí, si devuelves tu dispositivo por un dispositivo de reemplazo certificado como nuevo y está dañado, te cobraremos el cargo.

If you have qualifying device protection and your device is damaged, you should file a claim for your device. Refer to our File a claim FAQs to learn about filing a claim.

Or, if you don't have device protection, check out your other options for replacing a damaged device.

No, el cargo por dispositivo dañado no se puede revocar.

The fee will appear on your bill within 1-2 bill cycles after the fee is assessed. You'll be required to pay the fee as part of your bill charges for that month.