This can happen with a smartphone if it's a faulty unit. Leo advises taking it back to Verizon and asking for a new one. It's under warranty and Verizon should replace it for free. She was wondering if she should have gotten the warranty on it, but Leo says it should already be covered by a warranty. Purchasing anything additional would merely extend that warranty. So she should be able to get that phone replaced without having to purchase any additional warranty coverage.