Brightstar Phone insurance (thorugh Boost)

First, I would like to say the representatives at Boost mobile have tried, I believe to their best ability, to assist me with this issue, however, my problem remains unsolved.  The problem is with the Brightstar company that provides Boost Mobile's phone isurance.  I filed a claim this morning with the inusrance company for my damaged phone.  When I signed up, their serviced showed a $0.00 deductible.  As I finished the claim today, it said my deductible was $50.00, which I went ahead and paid.  I later called the company to find out how long it would take, and if using a temporary phone would cause issues with the claim on the account.  The insurance company informed me that the replacement phone had already been sent out.  The email I rececived did state it was shipped but had the device listed as the Htc one a9, as that was the phone that the insurance was purchased for.  However, the agent on the phone stated the htc phone was not available and she would recieve a Samsung J7 phablet.

I DID NOT purchase a phablet for  my daughter, as they are too large and to heavy for her to handle.  If she wanted a phablet, I would have bought her one.  The Htc one a9  is more comparable to a galaxy 6 or an iphone 6 in quality (and likeness) The HTC a9 has 32 gigs rom /3 gigs ram, which the rom can be upgraded up to 2 terabytes storage, which is what she needs to store her schoolwork.  The j7 has half that, in  can only be upgraded to 128g storage and it has half the screen resolution.  The j7 also does not .support VR games, nfc, dnla and other wifi bandwiths like the HTC does.  The camera and flash on the htc is better.  Most important, the HTC has gorilla glass 4, that is scratch resistant and that is why I purchased that for my teeanger.  It was the only scratch proof phone that had enough storage for her that I could use with Boost Mobile.

I explained this to the insurance company, and I was told Boost mobile decided what a "like" phone was to replace the Htc with.  I phoned Boost mobile, and the genteman tried to assist me, notng  my account, and told me I should recieve the same phone and he would transfer me back to the insurance company.  The insurance company said that there were no notes from Boost Mobile,  and they would never be able to see notes from Boost Mobile.  He also stated that the already ordered the phone for the claim, and they could not change it after it was ordered so I was out of luck.   I called Boost back again.  The Boost emplyee again insisted they should send me the same phone, said he would note the account again, then put me on hold to find options to help me further with the issue.  He returned to say he had talked to "them", and they would know what Boost had said, and to be rest assured I would be taken care of and they would send me a proper phone.  He also provided me with the s/n to give to the company so they would be sure to get me an equivalent phone.  I again called the insurance copany who repeated the same story, and I was informed Boost Mobile does not control what phone I get ( even though prior they said Boost controls what phone is autorized for a replacement), and they could send what whatver they wanted and I could take the phablet they sent or go buy a new one from the store with my own money.  After hours on the phone, I was told I am stuck with a product I did not insure, (a phablet) that is has much less quality that the insured phone, and I had to pay for all this!  They said there was nothing Boost Mobile nor I could do about it. 

I would not have an issue with the phone being a different brand or model if it was equivalent or close to the phone I insured, but neither is such the case.  The replacement product is half as good as the insured product, and it not even in the same class as the cell phone I insured as it is a heavy, too large, low pixel phablet.  In exchange, they are going to make me give them a phone that is $499.00, (on sale for valentines day at HTC.com for $299.00), my $50.00 plus $7 and month for a phablet I could buy right from boost mobile brand new for $179.00 right now!

I appreciate the support Boost employees gave me. They gave it their all.  Your company should considered getting a more reputable insurance company that is interested in helping your customers as much as you, instead one that provies uncaring customer service, and provides your customers with bait and switch insurace tactics.

I want to remain with Boost, as I have been happy with your company for years now, but the idea of buying nice phones is off the shelf now if I stay with Boost because I cannot use the insurance company on a decent phone and expect to get any close to what I am paying for.

I commend all the Boost employees today that assisted me,.  They atleat allowed me to keep my faith in the company.  It is too bad Brightstar is a sore in the back of Boost.

Tameekay@hotmail.com