Called customer service because my phone not working property and still within warranty. I didn't really understand the rep, not clear when talking. I kept hearing best solution, the best solution for you. Today, I got an empty box to sent in my phone and get a replacement. Called back and realized the best solution was to borrow a phone from friends while I get a replacement phone. After years of being a customer , the purposed solution to borrow phone from friends. If that's not stupid , not sure what is. Is this standard practice from other carriers?