Best Buy Black tie rip off and cheating Flower Mound, Texas

I bought a Motorola Droid Razr from a Best Buy Store on 12/13/2011. At time point of sale, the sales asked me if I wanted to add Black Tie, whitch is Best Buy's extended warranty program. I asked her the details of the program. She said that if Best Buy, upon reciept of a claim, could not fix the issue that the customer is claiming, they would replace the phone with a new phone. Fast forward 1 month later, my Droid Razr's battery becomes unable to hold a charge. I bring it in to the Best Buy in Flower Mound, TX, and asked to switch the Razr for a different smartphone. I was told by the sales people there that because it was over 1 month, they would be unable to do a exchange for a differnt phone, but would be able to help me file a claim because they check my account and saw that I had Blacktie added when I bought the Razr. I asked Jesus, the sales associate helping me what was the process for filing a claim. Jesus told me that after I file a claim, Best Buy would replace my phone with a new phone. Lindsey, the Operations Manager was present at this conversations and said the same thing as Jesus did. Fast forward a couple days later, I got a call saying that my replacement phone was ready for pick-up. I asked if the phone was new or refurbished. The guy on the other line said it was a refurbished phone. The next day, I went to pick up my replacement phone. When I got there, I asked Matt, who is working for Geek Squad wether my replacement phone was new or refurbished. He informed me that it was "almost new." I told him I wanted a new phone and Jesus and Lindsey said I would get a new phone. Matt escorced me to the Best Buy Mobile area, and I spoke with an African-American man who told me that the phone is new and they are supposedly built in Austin. The African-American man changed his story of wether the phone was a new or refurb couple times. After a couple minutes, I requested to see Lindsey. I was told she had a family emergency. I then requested to see the General Manager. Jesus walked into the office and stayed there for about 7 minutes, and finally came out with no manager. He told me that the manager would not be able to give me a new phone, like I requested. Then, Paul, the Mobile Manager came out of the office and told be that the phone was "good as new." I told Paul that Lindsey and Jesus had told me specifically that I would be getting a new phone. I told Paul " Either give me a new phone out from your cabinet or return my told phone."  Paul said he would not give me a new phone. I then requested Paul to call Jesus. Paul said that since Jesus was not working, he would not call him. He even said that it was agaisnt the law to call an employee off-duty! When I asked him which law, he sort of confessed to his lie and said "it's a company policy." Paul said most likely he would not be able to get my old phone back. I asked him once more to give me a new phone. He refused, saying multiple times for me to "calm down." He finally said he would have Lindsey give me a call when she got back from her family emergency. The next day, I called Best Buy and was told Lindsey was present, and was takign a lunch break the time I called. I am outraged at Best buy for being a liar, and cheating their customers out of $10.99 every month for something that gives them old phones every time the customer services their perfectly new phone.