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Horrible customer service, been waiting on a resolution for a DOA phone I received and cannot order another one until the DOA phone is sent back....  Phoned Verizon Friday and was told I would receive an envelope to return DOA phone, it is Wednesday, 6 days later, still have not received the envelope, called again today and they will still not send a new phone until the envelope is received and the phone returned.   all told, I have been on the phone/hold with Verizon for over 5 hours on Friday and today, and STILL no resolution!