How Likely Will Verizon Replace My Phone?

Hey guys.  I've had my EnvTouch for about 10 months now.  I love it despite it's shortcomings.  The other day, I was texting using the qwerty keypad, and after the message was sent and I closed the device, a big grey rectangle appeared on my external screen and covers about 25% of the real estate.  The buttons behind the rectangle still function, but I just have this solid grey colored rectangle sitting there.  My phone is free from any cosmetic damages, and is practically in the same condition as I received it.

I was wondering how you guys go about getting a refurb sent to you.  I am reluctant to go through Verizon Wireless brick and mortar stores; it seems like all the Verizon Wireless agents around my area are very sly and selective with their customer service.  So if I call 1.866.406.5154, could the veterans who have gone through the replacement process walk me through or describe how the process works?  Or what qualifications Verizon is looking for to be willing to send me a refurb?  ie. occasional screen freezing, occasional non-responsive haptic feedback, fast battery drainage, etc.  Much thanks for your help.