Help with phone runaround

I have been with Verizon for many years and I am very disappointed with the service I am receiving with my daughter’s phone.  She has been having problems with her phone which is a Palm Pre 2.  Last month she was shipped what was supposed to be a “new phone” to fix the problems she was having with her phone that is under warranty.  The new phone arrived and is worse than the phone she sent back.  The phone continually shuts off and freezes up.   Today she went back to the store for the third time this month and was told we are sorry your phone is a piece of crap but you are eligible for an upgrade at a discounted price, or we can ship you a refurbished phone.  I am sorry the model of phone she has is crap but it is an insult to be told we need to pay for an upgrade to fix something that is under warranty.  You have refurbished phones because they didn’t work and someone sent them back.  I don’t think we are asking for much; just a phone that works!  It would also be nice to be able to email someone from Verizon.  The contact us page is a never ending loop that never gives you the option to email.                           

I believe these are mostly customer to customer forums with occasional review by employees.  I actually sent an email this morning from the contact us tab at the top.  You do have to go through a couple steps, but it was easy enough to do. 
You also have the option of filing a warranty claim through the manufacturer of the phone (HP).  You may get resolution through them, but will be without your phone for the time it takes to ship to them, etc.  I am in no way trying to defend VZ, but they offer up the refurbished phones so that you are without a phone for a much shorter period of time than if you go through the mfr.  The issue is the level of customer service in the wireless industry is pretty poor compared with other businesses.  

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