I've found that the absolutely essential thing is finding a nice, honest rep in a store to talk face to face to. I had a Nexus, went through so many pointless phone calls, got completely different answers, and lies about them not having problems with the nexus. I went into a store, happened to get a really nice employee, told her I had a defective nexus, and she told me that 90% of their nexuses have been returned. Also told me I could sell my nexus to Verizon to decrease the cost of getting a Razr Maxx (which I love, except for this sound issue). Basically I found that the Verizon reps on the phone generally will just try and get rid of you; I even talked to the "executive customer service office" (whatever that is), and they were no more helpful than anyone else. So, if you haven't already, I'd try just going to stores and talking to employees. Some of them won't be very helpful, but some will, and in general I've found they're much more honest than Verizon customer reps on the phone.