I had my original incredible from the day in launched and the internal speaker just recently started crackeling. I took it in, and they sent me a refurb. The refurb they sent me kept rebooting and would not work. I took it in to my local Verizon and they helped me out. I need my phone for my business and did not want to deal with any more refurbs. They upgraded me to an Incredible 2 for free. It will be here in 2 days. Just wanted to share my positive experience.