I have been a VZ customer for at least 10 years in good standing. I have a Droid that unfortunately had the radio fail in it this morning-- everything works fine but it sits on searching for service. Called VZ and went through all the troubleshooting with the techs and they agree its a hardware failure and will send a replacement. Unfortunately I am leaving for an out of town trip for the next few days and now will have no phone while on the road. The closest actual VZ tech support store is a 40 minute drive away so I couldnt get there and they would not have had a replacement Droid anyway- they offered an Eris until my droid was shipped and then I would have to go back and return the Eris to that store- my local store which is an actual Verizon location has no replacement phones AT ALL of any kind. Phone support actually told us to go by a tracphone and then send them the receipt when I get my replacement and they'll credit it. I guess I understand why they wont authorize the store to give me a new Droid- but to have no replacements at all unless I drive 40 minutes is a bit much. They tried-- but sorry-- FAIL in my book.