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If the phone is under warranty they will replace it. They may direct you to one of their stores with a repair depot, ir send you a new phone, with a replacement shipping box. You may have just been talking to an inexperienced person. Try a company store, or one of their stores with a repair depot stores. Barring being able to do either of those, ask for a supervisor.

I have had great support, and over the years have done both methods. The replacement phone may be refurbished, but you won't be able to tell.

Whenever my phone is on all I get is spinning cogs. I have tried "Press and hold the Camera + Volume Down + Power until the phone vibrates. Then release the Power key and keep pressing the Camera + Volume Down for a few seconds" this repeatedly with just the phone, the phone plugged into AC, the phone plugged in to a Windows 8 tower PC with no success. I have also tried just "Volume Down + Power until the phone vibrates". I have called AT&T and AT&T only suggested "Volume Down + Power until the phone vibrates". AT&T did not even mention "Press and hold the Camera + Volume Down + Power until the phone vibrates. Then release the Power key and keep pressing the Camera + Volume Down for a few seconds". AT&T said if I brought my AT&T phone into their store that the AT&T personnel there would only be able to try the same things I was trying. I asked if AT&T would replace the phone, which is under warranty, if they couldn't get it to start up normally. AT&T said "no", I would have to call Nokia. Nokia does not currently provide technical support out side of M-F and Nokia does not make it easy to find their support phone number which is (888) 665-4228 opt 1 for Lumia questions. But the voice greeting states that they only take calls from 10 a.m. to 8 p.m. M-F and it doesn't even say what time zone. I guess Nokia doesn't care if people want to use their phones outside of these hours. This is an extremely poor level of customer service. It reflects badly on Microsoft and the entire Windows Phone experience.  I think everyone should be aware of this limited amount of support by both Nokia and AT&T so they can factor it into their phone purchase decision. Next I was told by the AT&T phone support person that if I could not figure out how to get my phone working, my only recourse was to ship it to Nokia! Exchanging it or having it repaired at the AT&T store, even though it is under warranty, is not an option. I find this to be very poor service. Thank goodness I have a Samsung Galaxy SII on Boost Mobile that works with no such glitches that I can use for the next month or more while I wait for Nokia to fix my Lumina 920 paper weight. Unless someone else has something else I can try to get this phone going. I am a loyal Microsoft person. I have a Windows 8 PC, Windows 8 laptop, Surface RT and was hoping to transition from Android to Windows Phone, but I am not having any luck so far. Any assistance would be appreciated, please. Thank you.

I have a Nokia Lumia 928 from Verizon and last night I caused the the exclamation icon to happen because my phone was off and I started it up and I was holding down the down volume while it was booting up because I did not want the start up sounds to wake anyone, then the gears icon was displayed. 

I thought it was doing an update so I plugged it in to let it finish the update all night.  This morning I woke to the  to find the gears still spinning.

I did the hard reset, received the blue screen with red Verizon cube displayed and then it goes to the low battery icon.  The phone was charged all night so I know the battery is not low.  I did the hard reset again with it plugged in and got the same exact results.  now I get the low battery icon.

Should I take it back to Verizon?