Sorry you are having such a bad time with your phone and Verizon in general. I was a sprint customer before I came to Verizon and let me tell you Verzion Customer Service is way way way way way better. I also did a stint with TMobile and I must say again Verizon is much better. I currently have a Palm Treo and I have had about five replacements along with two new phones. They never charged me for them and were always very hepful. Maybe it has something to do with the guy you brought the phone from. and like SaNDman said customer service does havea lot to do with people's attitude.