There seems to be a lot of confusion in this thread. 1st: If you return within 14 days you can CANCEL THE WHOLE DEAL INCLUDING THE CONTRACT! If they want to call your complaint unfounded, CANCEL YOUR VZW CONTRACT! No questions asked. (I think that will get their attention).
As for manufacturing defects, you have a one year WARRANTY! You can return any bona fide, demonstratable, defective phone anytime within the first year for an exchange. No charge! You don't even need insurance or an extended warranty to do this.
Now... AFTER THE ONE YEAR POINT, you may have more difficulty. This is where purchasing an extended warranty can help, or having purchased insurance for loss or damage.
Personally, I agree with VZW taking steps to prevent frivolous returns. Granted, they are on a slippery slope. But with good judgment, they are within their rights, IMHO.
-Frank