I can understand the frustration if the process was not made clear by Moto up front during the initial contact. But...does any other manufacturer provide an Advance Replacement program? Where they will ship you the exact same phone (with all custom options if it had any) in advance of receiving your defective phone, with a pre-paid return envelope for the broken phone? I have never heard of any other phone manufacturer providing that service. It's normally option B...send your defective phone to them...wait a few weeks and they send it back to you repaired. Moto offers to send a new phone to you, with all custom Moto Maker options, before they ever see you defective phone for a $24.99 fee. In my opinion, it's worth it. I used it twice when both of my kids broke their screens on their phones. I had a new, custom phone on my doorstep within 72 hours each time. For me, that was worth the $25. Then all I had to do was return the old phone and the hold on my credit card was lifted within hours of receiving the notice that my device was signed for by them.