Just found this site and I'm writing this to tell you of my experience with Verizon Wireless back in late May, 2011 - so that others don't fall into the same situation if you need to use the "warranty". Although their prices are quite high, my dissatisfaction relates primarily to the way phone hardware problems are handled. A company should stand behind their devices.
I opened my 5 month old flip phone and the top half popped out of the hinge area. It still worked fine. I called customer service and they advised not to try to fix it myself (pop it back in) because it would be deemed "user damage" (he told me that his call just prior to mine was for the same reason). I sent it back and was sent a factory refurbished replacement. I then received an email stating that I have been charged $ 99 for the replacement "refurbished" phone due to "user damage".
I spoke with three customer service reps who were "very sorry" for my problem. I was told that I CAN NOT return the refurbished replacement for a $99 (or any other) credit and reactivate my older phone that worked fine prior to my upgrade only 5 months ago. The one I sent in can't be returned to me. I was told to use their trade in site to get some $$ back (a coupon for sending your old phone in to use towards another) so that I can buy a better quality phone.
Using their trade in site, I was told that my replacement (5 month old model) has " 0 " value! I then tried to find what the cost would be to upgrade to a different phone. I found that I am free to purchase a new one at full retail pricing.
Be very careful with your hardware. Unless it doesn't power on at all, try to fix it yourself before sending it in because chances are, it will be the result of "user damage". Other than the hinge, my phone was flawless in appearance - looked brand new and was only 5 months old. The plastic wrap was still on it! Their service reps are polite. But, heads up. For any reason other than the device not powering up at all or a bad battery, don't look for a warranty or responsibility for the device you purchased.
The device I sent back? Will probably be popped back in and sent out for another $ 99.