Just wanted to report this. I'm pretty pissed and offended. I called tech support for the third time because of an issue with my Eris not receiving texts. I spent an hour of useless troubleshooting with him having to turn my phone off and on a bunch and doing a factory reset. After that didn't fix it (surprise surprise, all that inconvenience for nothing) he tells me I'll have to have it replaced with a refurb. I told him that I don't consider a refurbished phone to be an equal replacement and I'm happy to pay a fee of some kind to get a new Eris, just like I would if I went through the insurance (cause those are new, right? if they're refurbs I'll be pissed...). He LAUGHED at me, and said "Every time a phone comes to the end of its term people call in with excuses to get the new model. This is why we don't make exceptions, or else more people like you would be calling in." Excuse me? I *never* mentioned a new model. I said I wanted a new Eris, not a refurb, and I was even willing to pay a fee for it. (Taking this opportunity to mention that he said there are new Eris's available, so a refurb wasn't my only option but it's the only one he was willing to give me.) In any event, the focus here is not whether I should be unhappy about a refurb (ya ya it's 'like new', whatever), it's that he accused me of lying and manipulating, essentially of attempting to defraud Verizon. Really, it is not that unreasonable. Eff you verizon. And eff this Eris now too.