What has happened to making the customer happy?

I have 5 months left on my contract (November 2014) and yesterday I dropped my phone and it is completely dead.  I carry insurance on the phone so it can be replaced.  I would prefer to upgrade at this time to a new phone (Samsung Galaxy).  I went into the Verizon store and was told that unless I paid retail I would not be able to get a new phone as I was under contract.  Really?  Can I not extend my contract by another 2 years and get the phone I want now instead of waiting until November?  I told the employee that I would be going to T-Mobile since they are paying EFT's and offering the Galaxy for $0 down.  The monthly payment would be the same as I would get at Verizon.  He said "then that's what you should do".  Again, Really????  I have been with Verizon for more than 10 years!  I would consider myself a good and loyal customer.  What has happened to making the customer happy?  I was more than okay with extending my contract for an additional two years and completing the 5 months I have left.  All I wanted was to purchase a phone at a "customer rate" not a retail rate.  I am now shopping other carriers and plans.  Not the way to do business Verizon!

You agreed to complete a 24 month contract, you are only 20 months into that contract. The Samsung you're referring to or any phone with T-Mobile won't be free, you will end up paying the full retail price of that phone like you said you did not want to do with Verizon. If you have insurance use it to get your phone replaced and then wait for your upgrade date.

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