I upgraded my phone in the store with the EPP program went great I signed everything then upon checking they had no phone for me. This was annoying but it happens they said it would be shipped to me, again no problem. In the mean time I was told to use my old phone still on the plan until the new one arrived when I would then bring it back. However today the screen cracked, so it's no longer eligible for bring back, however I paid this month device care for this device, I am not in possession of my new device like I was under the impression I would be when signing the paperwork, and now the store is saying I'm out of luck. Why can I not get my current phone fixed under the care package I have paid for and am still under as I do not have a new device. If they had the phone and had provided it and it had cracked then it would be covered but due to their not having it I will be on the line for a phone I have under warranty. Can someone advise
I have been on hold with EPP for over 2 hours and no one is there.
