This is a know issue by AT&T and they are aware of the key-breaking problem. Call warranty exchange again at 1(800) 801-1101 and they should ship you out a replacement phone. If whoever you're talking to says it's accidental damage, ask to speak to a supervisor. The Sony rep contacted our store and told us that AT&T warranty would be replacing handsets with broken keys.
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This is a know issue by AT&T and they are aware of the key-breaking problem. Call warranty exchange again at 1(800) 801-1101 and they should ship you out a replacement phone. If whoever you're talking to says it's accidental damage, ask to speak to a supervisor. The Sony rep contacted our store and told us that AT&T warranty would be replacing handsets with broken keys.