Mine too. Someone should tell customer support. My Lumia 928 started ignoring the screen late last night. I called 611 and got someone who either was not trained or was not trainable for his job. I told him the screen was unresponsive and I could not cycle power because I could not slide down after holding the power button down. He put me on hold and went off for a few minutes to look how to do a factory reset from the settings button that I couldn't touch because the screen was out to lunch.
He told me to remove the SD card, which was probably the cause of the problem. I told him this phone does not have an SD card. Then he told me to remove the battery. I told him the battery is not removable.
Then he told me he could send me a new one, but it was very late Thursday night and I needed the phone for business all day Friday as opposed to wait for a new one some time Monday. I asked for a new one in a store and he agreed, telling me he marked my account to get a new phone in a store.
I only missed three calls and two texts before the store opened at 10:00, where I learned I could not get a new phone; the support guy told me fiction. I could get a loaner Android phone to hold me until a replacement was received, but the store could not give me a new phone.
That would have been OK, but the gentleman in the store knew how to cycle power without the screen - hold power and volume down together. That worked. I still need a new phone to solve many other problems, but at least now I know how to cycle power. Unfortunately that was way over the head of the guy who answered the phone last night.
