The women on the phone was nice but not knowledgable. First informed me that my phone was discontinued so they decided to send the next model up. When sending they did indeed send the model that I owned already (cool). The issue was in the recieving of the device. They told me the phone would be at my house between 3 and 5 pm and that someone had to be present to receive the device. I came home from work waited from 2pm - 5:30pm and still no word. Have a appointment with my daughter at 6 pm and as soon as I'm there around 6pm I get a call of someone at my home for delivery. Now that I'm not there I have to wait, without a phone that I pay and replacement that I paid for an extended amount of time and I don't have the liberty to wait for it to come. At this point you can just leave it on the porch. That's fine. Called asurion they like it's in transit I asked if there was an official tracking and they informed me that there wasn't ... alI needed was the case number. I have the case number, but still don't know that the phone will ever be in my possession. I'm literally using Google voice to make calls through my laptop .... Literally.