I am sending this in writing, because I am having serious trouble with having my problem resolved via phone calls and now want a formal paper trail for reporting to the Better Business Bureau if we cannot reach a reasonable outcome.

Here is where we stand:

Case opened 06/19/2012 due to broken phone and Global Warranties contacted for insurance replacement of said phone.

$75 fee charged for the service. $275 placed on hold on my credit card until original phone shipped back.

Global Warranties sends replacement phone as agreed

Replacement phone arrives and is broken - it does not connect to 3g or 4g and multiple steps were taken to correct this issue to no solution resulting in wasted hours.

Global Warranties contacted regarding the issue, apologizes profusely and sends a second replacement phone.

Replacement phone arrives and is broken - the sound does not work for ring tones, loud speaker, music, etc. The front-facing camera is non-functioning (black screen). Assembly is not correct as bright light flashes through bottom of screen.

Global Warranties contacted, I am informed that a new replacement phone will be sent out after I send the original phone (the broken one I had) and the first replacement phone. I want my $75 back for all the hassle and having now received two broken replacement phones instead of a working phone. I am informed the escalated customer service dept will contact me (I believe the person in charge of that dept is named Adam). This call is to take place within 24 hours as stated.

Adam calls two business days later (4 actual days later) and leaves a voice mail which is barely able to be made out. It sounded like he stated a new phone was sent out and leaves only the generic 800 call back number.

Global Warranties contacted and I asked to speak with Adam. I am informed that is not possible and I cannot be provided his contact information. I ask to have Adam call me back with a way to contact him and I am informed that request has been made.

So here is where we stand:

I have mailed in my original phone and first replacement phone as instructed. I am working with the second replacement phone which is broken but I need a phone before I can send it in. I have NOT received the third replacement phone so I can't send this one in until I get it. I have no way of tracking where that third replacement phone is as I do not have tracking information for it. I can't use the label I was given by Global Warranties to send in this phone until I get a working and fully functional replacement phone. The escalated customer service department has NOT contacted me nor have I received a voice mail to reflect they have but I missed the call. I feel as though I have become lost in a crack of poor customer service and, frankly, customer service that does not care about their customers.

I need to know what the plan is by Global Warranties to fix this. This is most likely the first time you have heard of this situation so please understand this is an information gathering email rather than a formal complaint. I am hoping that once provided this information, we can resolve this.

So here is what I propose:

My $75 back which I was charged. This will offset some of the amount of time spent and the impact this has had on both my personal life and business as this phone is used for both. We are not talking minutes on the phone, but hours.

The $275 hold removed from my credit card since I have fulfilled the agreement on the first phone call which that authorization was placed (the return of my original phone and the fist replacement phone). At no time was I informed I will have that hold continue throughout this process of receiving multiple broken phones.

A call from the escalated customer service department to explain why they chose not to contact me a second time as I requested and was told they would.

Full retail credit to go to the local Verizon store to purchase a comparable phone. As per my discussion with the second-to-last customer service representative I spoke with through Global Warranties, it sounds like there is an actual problem with the make and model of my phone and that this is going to be a reoccurring issue.

If I am sent a third non-functional HTC Thunderbolt, then that would be even more proof of the before mentioned statement and I should receive full retail credit to purchase a comparable phone at a local Verizon store.

Please note that this has now taken a month of my life to work with broken or barely functional phones as of today's date. This is simply a matter of wanting the full service and fully functional phone that the insurance was paid for.