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Basically, and this is the truth as I see it: Verizon's policies over-ride their agents. Just like with contracts and people trying to get out of them: The wording of the contract supersedes any claim made by a representative, no matter if they are in person, in store, on the phone, in an email or in a chat session. Reps are sometimes quick to pass a customer along, especially in store and face-to-face, and this can lead to "haste makes waste." An in-store rep may believe a customer sincerely, but it is the inspector on the receiving end who makes the decision as to type of damage. Believe me: I have had to send in a defective phone under regular manufacturer's warranty before, knowing it was software related, but fearing they might find a liquid-detector (white/red sticker inside the phone) tripped and I would be charged $299 or more just because some ambient humidity found its way into the device through the Otterbox case. Imagine sending in 4-5 phones in a year.....I was fairly paranoid, and for good reason.
