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Phone insurance has been collected for the last year. When phone that was shipped stopped working I called the assurion insurance department that was at the t-mobile website to file the claim. The first gentleman said they would be happy to replace it since the warraty was good for a year and I didnt have to pay a claim. I was transfered to another depatment when they informed me that they refused to replace the phone. They will only replace if it was stolen. I was surprised that they have two different versions in the same company.
The complaint has been investigated and resolved to the customer’s satisfaction.
that's weird...i work for asurion (but i don't do tmobile claims) but i do know within the 4 major cell phone carriers the policy is the same...whether we send out a new or refurbished phone it comes with a one year warranty should it malfunction...if it happens to become damaged, lost, or stolen then you have to file a new claim. in your situation when you got transfered to the asurion tech support department they should have attempted to troubleshoot your phone. if the troubleshooting didn't work then they should have set up a reshipment for you to receive the phone the next day. usually notes are made in your last claim that a reshipment was set up. now like i said i don't do tmobile claims...but i know the policy is not different for each carrier. the only things that should differ are the deductible amounts and the number of claims you are allowed to file. if you haven't call back i suggest you do and speak with a supervisor in the tech support department.