Hi. I have device protection plan on my device and I request a replacement yesterday early in the morning since I dropped my phone and broke my phone screen on the day before. I was told by a Rogers rep via live chat on Aug 1st around 10pm that the replacement would come 1-2max after making a claim. He even mentioned that if I was to do the claim on that night I would get my replacement today. Please go ahead and check or conversation via chat and you'll find out that it was exactly what he said. However, I received an email saying that they would CONTACT me by Aug 4th to talk about the next steps. I don't know how long my phone will be working for since its screen is not fully working and it is getting worse and worse. Already contacted Rogers customer service 3 times and they did absolutely nothing to try to help me. When they offer us the device protection plan they said "if any damage happens to your device, bring it back, pay the deductible and WE will give you a new one right away". They never mention that is another company that will take care of the replacement nor that it takes about a week to get the replacement. It is so frustrating to think you're covered when you actually are not. I tried even the possibility of upgrading my [protected] line to an s8 just to get a device sooner since we are going away for vacation on Saturday and I'll have no phone with me.. The agent over the phone gave me some crazy prices if I wanted to upgrade that line. Again, this is so frustrating to realize that we have 4 phone lines, internet, and are Rogers customers for about 4 years and we don't get any help or support when we more need.