When my niece dropped her cell phone in a glass of Coke on the day after the warranty expired, I went in to buy her a new one (she was working off the cost in babysitting for me). One of the sales reps suggested that I speak with a technician or someone in the customer service area to see if there was anything they could do to help with the cost of the new phone. I was very lucky to get an awesome tech who tried his best to get the phone fixed & then replaced it under warranty when he couldn't. It's not something they are required to do, simply a case of "you catch more flies with honey than with vinegar." I was pleasant & fully aware that I was probably going to have to pay full price for a new phone. And grateful for any help or small discount that they could give me. Now, the replacement was one of the inexpensive free phones you get when you get a free phone with new service, but that's what she had to begin with so we were all happy.