After 7 months using Samsung Nexus phone went on the fritz and needed to be replaced. First approach by Verizon customer service rep was to try and "sell" me a new phone.
I countered that my existing phone was under warranty. Rep said he would have to check on that. I asked why he wouldn't have done that when he was checking the phone and my account. No good answer.
Bottom line is I get a "refurbished" phone and it takes 5 days to get unless of course, I want to pay for expedited delivery.
They don't tell you this when you're buying the phone. Verizon customer service stinks!,,