just to add to the above, we just got off the phone after being on there for 2 1/2 hours. We find out the the 2nd case number that Xfinity created for our damaged phone was closed out after a week. Not one time has Xfinity contacted us regarding the damaged phone in the 4 months we have been trying to resolve this and now I find out that they closed the case out. The 3rd manager I spoke to today was all over the place - first he says we waited too long to file the claim (we filed two days after the phone arrived at our home when we opened and found the damage), then he says they sent our claim to the wrong department, then he says we need to file a claim with Fed X, then he says they cannot do anything for us because they did not ship a damaged phone, then he says he will give us $200. so we can get the screen repaired. I really just want a replacement phone. We purchased at $600 a new phone and we should have a damage free phone. According to the "Customer Service Committment" we should have been given a new phone right away, so much for that committment.