I have had so many phones over the past 25 years that I can't remember which company it was but when I had a claim and they replaced my phone, the refurbished phone they sent me was scratched and I was so pissed. I returned it and they sent another phone and it was worse. I am wondering if Best Buy builds up a stock of refurbished phones and if they use those for replacement purposes or if they get the replacement units from Verizon. Or does Best Buy just give out new phones if you ever have a claim and your phone has to be replaced. Im trying to decide if I buy the Best Buy protection plan or the Verizon protection plan. I always fear the replacement phone will not "look" new. Thanks for your thoughts.