This was literally the worst customer service experience I have ever had. Mistakenly thought this was a real Verizon store and did not realize it was an "authorized retailer". Worst mistake ever! My fiance upgraded his phone here and was sold insurance. It was supposedly a new kind of insurance where you pay an upfront fee of 139.99 and then your phone can be replaced when it is broken (LIE). The worker Rob that we dealt with is the biggest liar we have ever met. He told him whatever he could to get him to buy that insurance, including not to bother buying a case for the phone because if it breaks it will just be replaced anyway. COMPLETE LIE. His phone dropped from a chair and broke within two weeks of getting it. He went in and filed his insurance claim the next day and was told that the phone would be in the following week. LIE. After over 5 weeks of getting the run around about why the phone was not in yet and why there was no tracking number for it, and also after a long call to corporate, the phone finally came in. When my fiance went to get it the kindly let him know that there was also a $160 deductible that he had to pay to get the phone. We were NEVER told there was another fee associated with the insurance because if we would have known WE WOULD NEVER HAVE BOUGHT IT!! They also failed to mention that the insurance was a one time replacement. So now even if we paid for the new phone there is absolutely no coverage on it for the next two years. To advice someone to not buy a case for a phone "because they will just replace it" and then drop these fees and surprises on them is the worst company behaviors I have ever seen. It's been two weeks since the phone came in and there is still no resolution in our sights. We tried in vain to get everything switched over to a real Verizon store and even pay for a phone through them, but they said there was nothing they could do for us. This has honestly been such a nightmare that we are now just taking the data plan off of his phone and paying the $10 a month for his plan until his contract is up and just switching to AT&T today. I would rather pay more money in the end, than EVER deal with this company or Verizon again.