I have spent three hours over two days in my local Verizon store trying to upgrade my phone with no luck. Yesterday they couldn't get it to activate. After an hour if trying I had to leave. Two more hours today. She still couldn't get it to activate. She said the SIM card was bad, to which I replied why not just put another one in? Her reply, you can't because its built I to the phone. Oh. My. God. How can an employee be this incompetent. She called Verizon and was told the phone had to sit for 24 hours for the ESN to reset. At this point I don't even think I'm going to upgrade anymore. The only reason I'm staying after this horrible service is to keep unlimited.