what happened for us is entirely different, maybe we got a newb at amazon, from what was discussed with my sister was that verizon cannot handle the return, she has to send it to the manufacturer to determine if a replacement needs to be sent out, and in the mean time use a loaner phone, and once the manufacturer sends amazon the replacement they can then send it to us.. if however we were to send the phone to verizon, amazon would have charged us $300 for the device, and also having to pay an early termination fee because we were supposed to keep that phone on our line for the first 6 months... kinda seems wierd, but we said we would never do something like that again... and so far we are staying true to that.
but then again, maybe it was the rep we got.