Worst Customer Experience (Insurance Claim)

I have been an AT&T customer for over 15 years and I am appalled at the customer service I have received for approximately the past 2 months. After filing an insurance claim to replace a damaged phone I received a faulty refurbished phone, which I subsequently had to return.  The second replacement phone sent to me was completely defective, unusable due to the touch screen being completely unresponsive to the point I could not unlock my phone.  On the few occasions I was able to unlock the phone it would dial out on its own, open apps and respond to text without the phone even being touched. I have been placed on hold, disconnected, and transferred from department to department from 11:14am until 3:39pm. I had stated and reiterated to the customer service agent numerous times of my 46 minute hold, 1 hour and 7 minute hold and my 2 hour and 6 minute hold expressing how I kept getting transferred and the transfers are incomplete. My agent whose name or agent identifier number I do not know (the 1hour and 7minute call) reiterated numerous times that he has made detailed notes to the account and ultimately told me that I would have to call back due to Asurion’s excessive wait time. I then requested to speak to the agent’s manager. I was then transferred to “Itor,” who requested the same information I spent over an hour giving to the previous agent because it was not noted to the account. Itor then transferred me to a warranty specialist reference number 15344572. Unbeknownst to me when I was again transferred that he Itor, made no additional notes whatsoever to the account. I then spent an additional 2 hours and 16 minutes on the phone with a “warranty specialist” repeating my grievances again who ultimately shipped my third replacement phone. The service I have received today was egregious, insulting and plainly unacceptable. Immediately upon completion of my nearly 4 hours of runaround transfers I began to shop for new service providers online. Disappointment is an understatement to say the least.