That stinks, did you go to a Verizon store? Do you have insurance? All but one time I went into the store. The first time I went in I had the basic insurance and it was over one year. The sales rep added the highest insurance which was about 1 dollar more per month. Which extended the warranty to two years and started the process.
The last time I went into a store was about 6 years ago , most of them are worthless a-holes.
My phone was stolen out of my car and I went in to the store to report it and pick up a replacement. The guy pointed to one of the demos on the wall and told me to call customer service and that he couldn't do anything for me. It was about 15 minutes to closing for the store. He went over to the door and locked it. There was a person that had driven up and needed a charger, he proceeded to tell them there was a walmart down the street he could go pick one up at and refused to unlock the door.
I did use BJ's when I picked up this Nexus to my surprise, I had asked about the Nexus at the kiosk when there were rumors that they had gotten them in early and I was up there shopping anyway. The lady working the kiosk took my number but I didn't expect to hear anything back from her. But to my surprise on the morning they got them in she called me and told me that she would hold on to one for me until I could swing by. I wish more store associates could be like her. But overall I have had bad in-store experiences.
And yes I have insurance and have used it, normally I don't usually get it but I had questions about the samsung build quality going into the purchase of my phone (read my older threads debating this) and I am glad I did pick up the insurance on this phone as it is a total piece of trash and have had to use the insurance and the warranty on the replacements several times.
I have no complaints about customer service with them (assurion and VZW phone and web customer service) but the quality of the replacements is bad I received a couple that the LED notification lights were either dim or not working at all, bad signal quality, and now with this one I thought I had a good one but after a couple of months this current issue with no mobile service indicated (can't make or receive calls, no sms, but 4g still works).
I am headed back to Moto after this once I have the money saved up to buy one off contract to keep my unlimited plan. I will never ever buy another piece of samsung garbage again.