I bought my iPhone 5 on launch day. Over a year later I bought the Nexus 5 because I wanted to give Android a shot. I handed off the iPhone 5 to my Mom. A month ago the sleep/wake button stopped working on the phone. My Mom asked if I can do anything about and I said yes since I had AppleCare+ on it. She reverted back to her iPhone 4 and I sent the iPhone 5 in to Apple for replacement. The process was super quick and I couldn't have been happier. However, the replacement phone I received had an issue with the home button. It didn't seem to work 100% of the time, often not registering that I even pressed it. On Monday, my Mom wanted to switch to the iPhone 5 again and so I helped her do a backup and switched her over. As soon as I started using the phone to try and set it up, I noticed that the home button was worse. Might take 3-4 clicks for it to do something. At one point, I pressed it 20+ times before it did anything. I knew it had to go back so I sent it back to Apple for replacement. This time it hasn't been so smooth. They received the package but now claim that the phone is damaged, giving me an option to either pay the deductible for another one, send it back to me, or have it recycled. The email they sent me regarding this issue has a link that takes me to the Apple support page and they have attached two pictures of my phone to show me the "damage", but the pictures do not work. I chatted with someone just now to try and figure this out. They told me that the pictures so that the device was tampered with and screws were missing. Considering that I don't even have the pentalobe screw driver or whatever it is for the phone, I don't see how this is possible. Is it possible that the replacement device I received wasn't looked over correctly and now I'm paying for that? I'm a little upset right now, but I will call Apple in the morning to discuss this further since I can't even view the pics to see what they are talking about.