My awful experience over the past week after being a 9 year customer motorolla razr 2023

Hello, and if anything, I am documenting this here publicly for others to see…but I deserved better than this T-Mobile and Assurant because the protection 360 is plan appears to be a misleading scam in my experience.

my Motorola razor 2023 that I've had for 10 months, broke a week ago after a normal call during work. I closed the phone and put it in my pocket only to open it later and discover a black bleed line at the fold . My top screen no longer worked and I immediately took it to employees at the local retail store. 

They called assurant to set up an exchange and I was put on the phone to answer some questions. Assurant asked if there was any damage to the phone and I described the screen. I also mentioned that there was a scratch on my camera that was completely unrelated to the actual problem. However assurant used this to move my device into the category of "accidental damage" and proceeded to try and charge me a deductible for $107.17

I don’t have that money, but as a reporter I need a functioning phone for work…and even though I mentioned that I had protection 360 which very publicly offers $0 front screen replacement and $0 service fee for a mechanical/electrical failure I was never offered such options.

I contacted customer service and spoke to a supervisor who set it up to have a replacement sent to me from assurant in two days. And any deductible billed to my account was supposed to be credited back by T mobile.

My phone that is already malfunctioning proceeds to get worse until that phone arrived.  After setting it up with my SIM card and transferring my data, the replacement motorolla razr stopped working after 24 hours. It does not power on, it does not factory reset, it's essentially a brick! 

I contact customer service again and I'm told I can take the defective device back to the retail store and replace it there. I asked if the store knows that and I was told I would get a new phone at zero cost from the retail store and that they were going to be aware that's what was happening. I go to the store to learn that employees have no idea what I'm talking about and after trying to explain that I'm supposed to be exchanging the defective replacement device for a new phone, I'm told they can't do that. 

at this point the second half of my screen on my malfunctioning original device has completely stopped working…and so to get a WORKING PHONE I painfully had to wipe my recently dead brother’s old iPhone…and I’m VERY upset that I had to do that so I could even contact customer service again.

customer service tells me they’ll be sending a new phone to a local store for me to exchange the defective replacement device with…I asked during that call if it could be sent to my address and I’m told No! So I wait yet another two days for it to be delivered.

It arrived today, and when I took my defective replacement device in for the exchange I was basically told they couldn't make the exchange because they couldn't turn on the defective device to check it! And so store employees cancel the order sitting on the counter with my name on it! 

After calling customer service, navigating to a supervisor, driving back to the store, the ultimate big brain solution by T-Mobile is to order me another device for a warranty exchange to arrive in ANOTHER two days! All of this while I'm standing there LOOKING AT A PHONE IN THE STORE FOR THAT SAME REASON!!! 

This is absurd! I'm offended! And considering I had to wipe my dead brother's old iPhone to have a working device on your network for the past week, I'm INCREDIBLY upset!

Whatever is going on is insanely messy and unhelpful and I’ve had to do ALL the calling and legwork to get all of T-Mobile’s screwups sorted out….ultimately I’m STILL trying to get a working replacement phone from y’all  after already facing a suspicious upcharge in my insurance coverage for what is a mechanical failure of the device. 

I will be preparing to file a BBB complaint over this as well if I’m not contacted with a response and explanation through any of the avenues I’ve reached out through.