I really should have accessed this forum prior to my experience. In a nutshell, never never accept IT stating they will send you a replacement phone when you have a problem. Call the insurance company first (assuming you have insurance). Ask them about your issue and pay the $100 deductible to return your phone. In my case my battery was not holding the charge (another fact I should have researched before calling Verizon tech support) and after providing a brief description of my problem and the tech support reviewing my battery charge history, I was told that a replacement phone would be sent to me, just like that. I thought it was odd that Verizon would send a replacement phone so quickly. Now I know, they do this with the most likely intent to find some sort of damage on the phone and charge you the replacement phone free, even if the failure mode or damage was not related to the problem. My phone is not worth $299. Smooth move Verizon. I'm in the process of researching how to cancel my account. It is so disappointing that Verizon treats the customers this way. Verizon has been my provider since the time I got a cell phone. Oh well, lessons learned.
