Asurion Let's work together to shut this business down! Fort Worth TN

I filed a claim online (the only way they would accept it) on December 31, 2014 and I received my device on January 5, 2015. The device would power up but the screen was black. Pushing the buttons I could see the blue line at the top and knew that the LCD was damaged. I called Asurion and kept getting the loop around so I called AT&T to see if they could assist me. They referred me back to Asurion. I finally got a live CSR and explained to her what was wrong and she kept apologizing saying that she would schedule a new device to be shipped to my address within two to three days from today. I asked her if I could have the device shipped overnight and she said no. I questioned why and she couldn't give me a real answer. I pay for insurance monthly and the service that I'm receiving from Asurion is mediocre and unacceptable. If they sent out a defective device, then they should honor my request to have a new refurbished device shipped express overnight. 

 The CSR never gave me a tracking number.  I called again on January 6, 2015 to check the status of my claim and the tracking information wasn’t on the automated system.  I spoke to another CSR and she confirmed that the system wasn’t showing tracking information.  Is this really how Asurion does business?  Is this why you want to stay under the radar because you don’t want your mistakes to be publicized?   It was a hassle to file a claim, I had to give everything but blood to prove that I was who I said I was, and then to top it off, I was sent a device that didn’t work.  Asurion is unaccommodating, incorporative, and unwilling to assist the customer!