[chappy]

You can make ESRP claims online now. Go that route. Just make sure something is really wrong with the phone, cause they do inspect them, and they will charge your account if no trouble is found.

Or don't be a sissy next time and stand your ground. You pay for coverage on your device, and you want them to explain why it's physically damaged. I won't tell a customer their phone isn't covered unless it's beyond a shadow of a doubt, and I feel confident that I can easily explain and show it to them (or one of the reps can).

I'm not advocating throwing a fit, or getting loud or anything of that nature. Be cool, tell them you would like an explanation of why it's not covered.