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I need help with the Storm

I just bought one for my husband and he is having a lot of issues with the phone, and I am sure that it is in the setting somewhere but I can't find out how to fix, our Verizon Store is no help. He is thinking about taking it back.

First it rings sometime and then not others, he can call me and it will take 3 times before I can hear him and he can hear me.

Second it has some little clock that runs all the time and he can't do anything with  the phone , text email or make or receive a call. I called Verizon they told me it may be in sleep mode, but can't tell me how to turn it off. Can I get some help?