Well even though my over nighted phone has yet to arrive Verizon finally did something to fix the problem. After talking to many different customer service reps we finally got someone to help us today. I received yet another early upgrade to get a new phone in the store at a discounted price. Even though we dealt with some not so nice people along this frustrating path, we finally were able to replace the phone with a working phone (Samsung S4 mini). Thank you to the great woman in the Georgia call center for helping us!