Weth has the correct info on this. it's standard practice to issue "like new" replacements. The reason behind this is because its a MANUFACTURE warranty. The carriers have to abide by what the manufacture allow them to do. The carriers can replace the device by sending out a phone first then have you return the broken one. If you go through the manufacture for warranty work, you have to send in your phone, then they will either fix it or replace it and send it back.