Hey aaronmc33! Let me start by saying I'm sorry to read that your phone broke, especially during what sounds like an awful time. I've filed a few insurance claims in my day (we may be a slightly klutzy family) and I've never personally received a defective replacement from Assurant or Asurion, but I know that can happen, rare as it may be - and I'm sorry that it happened to you.
When the insurance replacement equipment is defective, T-Mobile replaces it with one of our stock of devices used for warranty exchanges. Typically this has to be ordered and then picked up in a store, but it sounds like we were going to ship something to you instead, and then somehow that got bungled in the process? If we dropped the ball here and somehow made an already awful experience even worse, I can't apologize enough.
We'd love to get this ironed out for you. Since this Support Community is a public user forum, we're not able to pull your account up here - but we definitely want to make sure you're assisted, and there are options when you can't call in. Though the store won't have immediate replacement stock available - any equipment will have to be ordered and then shipped there for you to pick up - you can definitely come in for assistance. You can also contact our T-Force team through PM in Facebook (just click "Message" below our cover photo on the T-Mo FB page) or DM in Twitter (@tmobilehelp) - those channels account verification options so we're able to access your account and see what's been going on to get it fixed. Thank you for taking the time to reach out here and provide the feedback about the way this all played out, I definitely wish we'd done a better job and hope you'll come by or reach out through social media so we can make it right ASAP.
Thank you! I just messaged T-Mobile through facebook.