Tracfone warranty replacement round 2

This is an followup to my earlier post https://www.reddit.com/r/perktv/comments/5vlzjx/holy_shitsnacks_tracfone_customer_service_sucks/?ref=share&ref_source=link Short version is their support sucks and I had to cut through a lot of bullshit to get them to honor a simple warranty.

So I got the box to send in my phones within a few days, I packed them out and send them out. They were going pretty far on fedex ground so I gave it two weeks (they were delivered a week ago) and contacted support via chat to check the status of my ticket. Learning my lesson from the first time I jumped right in and told Jane what I wanted and provided ticket numbers aaaaaaaaaaand they tell me the tickets were closed. Naturally the first thing I asked her was whether or not it was normal to close tickets before I received the replacements. Nope apparently. 95% of this 45min chat session was me waiting as Jane assures me she's working on the issue and escalating it (just did some housework while I waited). Based on sylvaniandark's comments on them stealing devices, I kept tracking records and furnished the rep with them just to make sure they understood I know they received my devices. After a lot of waiting and assurances I was provided with two new ticket numbers and told to expect tracking in the next 24-48hrs. We'll see.

Rep was fine this time around but something is seriously wrong with this company support-wise.