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I had the same issue nearly a year ago. I just told them I had lost all the joy in my joystick and I needed to get it back. They sent me some refurbed joy.
Seems if you get an anal retent that it is better to say OK and try again a little later. My experience has been that for the most part the VZW folks are reasonable and just need to feel that you love what they do for you. Since most of the time someone is ranting, they appreciate a break and a few strokes.
Tom
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It always feels better when it stops hurting.
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