I had to swap out my phone thru their black tie program once so far due to being clumsy. Phone got bashed up pretty good from falling down the stairs. Pretty painless process although they messed up my unlimited data and I had to go to the ATT corporate store to remedy that. Just took like 2 weeks to get a replacement and had to use a terrible HTC loaner while waiting.
I read somewhere that if you get a replacement in the 2nd year that they consider that your last replacement. Anyone know if that is true or experience that?