Ok Verizon...so close,  yet so far from good. My phone hasn't worked right for several months, but since it had been over a year since I  purchased it I assumed I'd have to wait out my contract. After weeks of my phone getting worse and worse (and purchasing a new battery) I decided to check with Verizon about my actual options. \n\nI walked in and someone immediately greeted me and informed me that I was next in line.  About five minutes later someone was helping me. He asked me a few questions and informed me that Verizon could send me a new phone at no charge. What!?! I never thought that was even possible! Yay! What made it even better is he said it would arrive in 1-2 days. I was so excited. I went home to wait. About an hour later I received a tracking update that said it was scheduled to arrive the following day by 8pm. Yay, again. \nThe phone was in my hand by the next afternoon. Super excited to switch my stuff over I researched the best way to do it and found Verizon cloud. But when I looked at the app it seemed as though I would need both phones linked to my account before I could switch or so I thought. Not realizing there was a way around this I brought both phones a to Verizon. \n\nThis time when I walked in there was no one to greet me, but it was kinda late (about an hour or so until close) so I just waited near the door for someone to become available. A female manager finished up with her customer and came over to check me in. Here's where I think the problem starts.... I explain in detail to her about what I am trying to do, and she agrees that Verizon cloud is great and lets me know I'm in the queue. I waited about 15 minutes and then someone approaches. He takes both of my phones and immediately removes SD and SIM card from old phone and places in the new phone.  At this point I try to interject that I want to make sure all of the stuff from the old phone go to the new phone and ask if I need to do something before he removes the cards. He doesn't really look up just shakes his head and continues on.\n\nI'm not an idiot, but I'm also not a tech person so I trust that he knows what he is doing. He tells me that it will take several hours to backup so I should go home so that it can do it over wifi. And off I go, after several hours later....I finally feel asleep and woke up to those sweet words \"backup complete\" yay... or not. Upon examination of my phone I notice none of the messages transferred over and only a portion of the photos. What the hell?\n\nSo on my own accord I moved the cards back to the original phone and I'm currently in the long process of backing up again. I feel like either they didn't understand what I was really asking or they don't care. It's just annoying. Customer service is about listening to ensure you really understand what the customer is asking. I know these guys deal with difficult and unhappy people all day, but I was none of those things. I deserve to be given quality service.\n\nSo after several hours of moving all of my photos to my computer I am finally close to be done. UGH