It is not T-Mobile but Assurant (insurance company) that replaces the device. Usually it is a refurbished but on occasion they are new. I have had a couple of the refurbs and frankly couldn't tell the difference. My daughter though recently broke her S6e so had to pay the deductible but they sent her a brand new in the box S7e because apparently they didn't have any S6e to replace it with.
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