iPhone5 screen would not respond to swiping intermittently. Took to Verizon store, told us it was a KNOWN defect, and told us to return it. Called Cus. Service, got the mailer, sent it back and got the new phone. Two weeks later, received email stating the phone had internal damage (but the picture they sent of said damage could not be viewed) and that we needed to pay $300 for the refurbished phone. First customer service rep said there was no record of our call to originally return (although it is on our detailed bill for 35 min). Next rep read us a detailed report but again failed to provide any proof that is was indeed my phone or that it was damaged. I asked to then return the phone and I would buy and brand new one outright and they told me I could not return the refurbished phone.
Total rip off. After over 10 years with Verizon and their refusal to assist, once my contract is up on December, we are switching to AT&T.