Buying a Phone from Mint – Update and Improvemints

When we started Mint, we were entirely “BYOD” – Bring Your Own Device. We soon added the ability to purchase a device from Mint via our partner Quality One (Q1) to support current and new customers who wanted to get access to iPhones or Android phones.

On Friday we will start selling the new iPhone SE with marketing and a new subscriber financing plan.

If you’ve been on this sub for a while, you’ll have probably heard about some pretty disappointing experiences from a few customers. Even though these experiences are a tiny percentage of the total device volume, most customers have had no issue –experience isn’t Minty, and we spun up a team to make it way better. This sub was a big part of that effort – every issue raised went directly to the executive in charge and was deeply analyzed. Thanks for the support – it makes us better.

I wanted to give you an update on the improvements that have been made to the phone buying experience with Q1 and Mint.

• We no longer sell international variants

• We no longer charge restocking fees on returned devices

• We no longer ship devices with broken seals

Another item that has been brought up is the time it takes to device resolve issues. We have a two-prong solution here.

• u/MintMobileAlex is no longer a single person, it is a team. This team is reading Reddit posts hunting for opportunities to solve customer issues should they pop-up, but the fastest way for support on reddit is to DM Alex.

• We have high expectations of our customer care experience – and felt that we wanted our own agents to be able to support the device purchase experience as well – so Mint is migrating device Customer Care from Q1 to our own Care team at Mint – migration is set complete in the coming weeks

Lastly, there have been some broad questions about the devices we sell. Today -

• All iPhones on our site are ours, direct from Apple, fulfilled by Q1

• iPhones purchased via financing come locked based on the financing term and the policy on the website

• Androids are purchased by Q1

• Androids are not locked

I’ll be honest, we were also disappointed with how pre-sales worked during the iPhone 11 launch; and because of that, we held off on taking pre-orders of iPhone SE until we get that process right.

Our goal was to post this before we go on-sale with the iPhone offer to allow for robust Q&A. Bring it.

If you see someone experiencing any issues whatsoever, please tag u/MintMobileAlex and we will jump on it.