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I just recently had a problem with my Samsung Galaxy Nexux. The USB port became very loose and the phone stopped charging when plugged in. My local Verizon store was very helpful in getting a replacement phone For Free!! And, yes I have the Assurance plan. Well the CPO I received by FedEx a day later wouldn't connect to the VZW network. After trying everything to make a connection, I returned this second phone to my local Verizon store two days later (now a Friday). On both occasions my wait time was less than 15 minutes. A reasonable time considering the number of fellow customers in the store. Well the technical staff confirmed the connection problem I was having and agreed to replace this second phone For Free!! But this time Verizon, for my trouble, upgraded my phone to an S 3 at no charge. My new phone arrived the next business day, Monday, and has worked flawlessly since. I have found that most of the time I feel Verizon is not interested in keeping me as a customer it is usually my fault for having unreasonable expectations. This recent experience has shown me that Verizon does their best to show their customers they care about keeping us around.
