Verizon/Asurion Question?

[Monica P]

I just received my replacement refurbished phone from Asurion. I've always had good experiences with them. I've seen loads of forums and complaints about them and their policies; so please don't use this to bash them, I've heard it all. Anyway, because of all the problems people have had with them, I want to step carefully and handle this the right way. Received phone yesterday, charged it for 12 hours, activated it, turned on the Backup Assistant to gather all of my daughter's saved contacts, they downloaded okay - everything seemed fine. She took it to school today and it died after an hour. It's also the kind of phone that has the 'flip' in 2 different directions and the keyboard changes? Well, hers is faulty - some of the keys don't even light up. So - we got a faulty replacement. I've seen some forums say to take it into a Verizon store and they will replace it, Is this true? Has anyone done it? I've also thought of using the return envelope provided with her replacement but they say to use that to return the damaged phone (unless your phone was reported lost or stolen) Well hers was lost, so technically, I could use it but how would I point out to someone that I'm returning the replacement they just sent me? i'm nervous about doing that one. I could just call Asurion but after reading so many forums where someone slipped and used the 'wrong words' to describe a damaged phone, I'm worried about that to. Like I said, this isn't an Asurion blasting question - I just want to jump through all the hoops correctly and get a 'new' replacement for this replacement. Any advice is appreciated. Thanks.