My original Q stopped working at the beginning of March last. I was sent two refurbs, both of which were defective. When I called Verizon with my complaints they allowed me to go to a retail store and get a new one (I got a black one in lieu of the original silver) and I'm still using it. You should insist on a new one - my understanding is that if Verizon sends you a replacement, it's a refurb.