So last Tuesday, I got the white iPhone from an AT&T store and it had the cracks in the plastic issue. Went to the Apple Store in 5th ave NYC and ordered a replacement on Thursday and by Friday afternoon, it was there. As soon as I got the phone home, I wiped off the smudges and saw some deep scratches in the chrome. I made the earliest appointment which was Sunday 3:10 A.M. (about an hour and a half ago). I showed the guy the phone and he's like "You walked away with it. We don't take back cosmetic damages." I then go, "OK so I guess I was naive in thinking that Apple would provide me with a refurbished phone that has undergone strict quality standards. But this wasn't my fault." I kept arguing with him and finally he ordered a new phone but said that "This is it. You have to make sure you go through it with a fine tooth comb next time." So here's the lesson: If you are getting a replacement iPhone, make sure you are 100% satisfied with the cosmetics before you walk away.