Definitely not normal service, the phone is still being sold on VZW.com. Call back and get a different rep and get the phone replaced being the one you have is defective as well.
Mine froze tonight (8/19/13) after downloading Verizon Update. Verizon's shipping me a new (refurbished) one. Thankfully I reactivated my old Android phone so I'm not without a usable phone. This is phone number 3. Same problem occurred (frozen screen) 16 days after I bought the phone in June. And... even this one has had periodic audio drop outs (only circumvented by putting on speakerphone or plugging in headphones).
I truly hope the message is getting to Nokia. If the phone is not dependable it needs to be replaced with something that is.
Can you hear me now?
IMHOP, I don't think it's an Nokia issue but VZW recycling these refurbished phones to other customers without really sending back to Nokia to fix/replace.
There needs to be some type of "lemon law" for cell phones. If a customer has to have the phone replaced 3 times by a carrier that a) they can leave the contract penalty free, or b) receive a brand new phone (any) at the customer choice free of charge.