I have a Note 5 (replacement device) that I got from Assurant back in April 25th 2018. Yesterday, the phone stopped working completely and will not power on. I went to my local T-mobile store and they could not get it to power on either. It was determined that this a mechanical issue with the phone. We checked my account and saw that it indicated that my warranty expired on July 25th, HOWEVER, Assurant says that there is a 180-day warranty on the mechanical breakdown of the phone and there are 62 days left on the warranty.
I have been on the phone with TMobile today FOUR TIMES and they keep saying that the warranty is expired. When I called Assurant again (twice today) they told that I should speak to Warranty Exchange to process the warranty. Customer Care reps don't seem to know that Warranty Exchange exists, and they insist on repeating the same thing over and over that the warranty is expired (based on what they see on their screen.) Assurant said explicitly, not to speak to Customer Care. So for the last six hours and I have been trying to get my phone replaced, but I can't because T Mobile reps are not seeing what Assurant is telling me.
I have actually been on hold now (for 15 mins this call) for the fifth time attempting the get to the right department to help me out. I actually don't mind being on hold with this rep because they arent simply repeating their lines from a script. And i didn't have to repeat my problem 3-4 times because of language comprehension issues. But let's not focus on that now.Right now, I just want my phone replaced.
I hoping that starting this discussion will help point me in the right direction since i have seen others have success using this method.Other details: This is a not an accidental damage issue. The phone has no physical defects. The phone does not power on at all. I appreciate any and all help in this matter guys!! Thanks in advance and have a great day!!JMFPS. Unrelated: I could not get the Italics to turn off LOL!!