The initial Palm Pre I received from store developed a small crack, and technical support said they would not replace it under manufacturer warranty. However, I got them to credit my account $100, and then ordered the replacement through Asurion. I received the remanufactured phone the next day, and it had a DEAD pixel on the screen. I called and complained, and they ordered a brand new phone in the box for me. I will update this as soon as I receive the new phone.