Complaint Review: Diamond wireless

I was told when I signed up for this insurance program that, in the case of a claim, they would replace your phone with a new phone. After losing my phone I went to the store, as directed when I enrolled in the program, and was then asked to "call" a number and speak to a representative. So after tracking down a friend with a phone, I called after hours, when I did finally get them on the phone they required me to file a police report. After filing the report I called again, this time only to be told I had to call Verizon and report the phone lost to them before they could process my request. After talking to Verizon I called again, I'd like to remind you this is all being done on a friends phone, and this time I was told that I could go to the store and pick up a new phone, the person i was speaking with called the local store and actually verified they had a phone waiting for me. So, guess what happens next. Yep, they did not have the phone, what they did have was two used phones that were returned and missing parts. The exceptionally unhelpful person at the store then just proceeded to stare at me as I were to resolve my issue on my own. When I finally asked him if he was going to help me or not, he called his manager, I spoke with him and once again was directed to call the main hub and they would figure something out. So now I'm on the stores cordless phone, in the mall, on hold. The lady on the phone then told me they couldn't do anything for me even when I offered to pay the difference on another device. After being run around for two days they are now going to send me a new phone to my home. 
 
What is really upsetting is they sold me on their service by stating how easy it was to replace you device if needed. Saying " just come in and pay your deductible and leave with a brand new phone". This cannot be further from the truth. I will likely be out of a phone for over a week. I urge anyone who reads this to not use Diamond wireless. I used to have Asurion but changed to diamond because they promised replacement with a new device that day in store. I was never completely satisfied with asurions replacement devices but their service is wonderful when compared to diamond. Just a heads up to anyone considering this horrible company. Verizon should be ashamed or even allowing these people to sell their product.