I finally had gotten in touch with a HUMAN at the third party compnay who values the devices. HOW that happened was that the fourth customer service person that I spoke to at Verizon called WITH me, and stayed on the line, and since he saw it was taking awhile he said I could hang up and he would call me back when he got someone on the line. He called me back over an HOUR later. Of course the person couldnt help me, and told me that it was said that labeled cracked LCD screen WHICH IT WAS NOT. She said she had to send "escalate" it to a higher up department and that I should hear back via email within 72 hours...this was on Thursday 11/20 and still no word. I plan on calling customer service AGAIN and see what happens.